KR20110065826A - Method and system for remote operation of customer's computer - Google Patents

Abstract

The remote support system of the present invention is configured to enable the agent to remotely control the customer's computer through the agent terminal and the remote support server. At this time, the remote support server generates a session for remote control according to the session creation request of the agent through the agent terminal, assigns the session number and the authentication password to the generated session, and delivers the session number and authentication password to the agent, Storing session information, including session number and authentication password, in a database, generating a web page for remote control associated with the session for the customer to access, and selecting the correct session number or entering the correct authentication password. If it is determined based on the connection between the counselor terminal and the customer computer via the session.

Description

How to remotely support customer computer and its system {METHOD AND SYSTEM FOR REMOTE OPERATION OF CUSTOMER'S COMPUTER}

TECHNICAL FIELD The present invention relates to a remote support method and system, and more particularly, to a remote support method and apparatus in which a guest computer remotely controls a host computer at a remote location to solve a problem.

One of the two computers connected to the network or the Internet (the controlling computer is the guest computer) connects to the other computer (the controlling computer is the host computer) and the administrator of the guest computer controls the remote host computer as if it were his computer. The technology that can be called is called a remote control technology.

This technology was originally developed as a computer administrator for a company that manages multiple computers in multiple locations, instead of going directly to the installation site, to manipulate computers that need to be resolved over the network. Remote control technology used in corporate private networks has evolved to allow remote control over the Internet as computer performance and communication speeds increase.

The remote control technology through the Internet has been widely used, such as computer maintenance service, software operation education, remote one-on-one education, general customer consultation, etc., and its application has been generalized to develop a remote support method and system.

Internet remote control technology can be divided into several categories. Initially, users and administrators install and run a remote control program on the host computer and the guest computer, and exchange network information such as an IP address with each other by telephone. By setting up and running, remote control was possible. However, it was not easy for users who are not good at computers to check IP addresses and set up programs.

The proposed scheme is a technology that eliminates the need for a remote user to know the IP address of the host computer by specifying the host computer that the user is currently using with an ID determined when the user subscribes to a specific service. However, this technique has difficulty in applying to services that should be made available to anyone, such as a consultation service, because the user requires membership.

The problem to be solved by the present invention is to provide a remote support method and system that does not require the user registration, or the user needs to know the network information of the remote host computer.

According to an embodiment of the present invention for solving the above problems, in a remote support system that can remotely control a customer's computer via a remote support server including a database, the remote support server, session of the agent terminal Create a session for remote control according to the creation request, give the session number and authentication password to the session, transfer the session number and authentication password to the agent terminal, and stores the session information including the session number and authentication password in the database If the session number or authentication password delivered from the client computer through the remote control web page matches the session number or authentication password of the session information stored in the database, Agent terminals and agents can be used to enable remote support services. Connecting the customer's computer, the counselor terminal can provide a remote support system, characterized in that each can make one or more session creation request.

In this case, the session number may be selected from among numbers not used in another session at the time of session creation, and the session number may be returned when the session ends and used when creating another session.

The authentication password can be determined by a code that can uniquely identify the created session, and the web page for remote control can have a screen configuration that leads to a choice of session number. In this case, the remote control web page may select the session number to start the remote support service, or if the session is terminated, the session number may not be displayed on the remote control web page.

The web page for remote control may also have a screen configuration that prompts the customer to enter an authentication password.

When the Remote Assistance service starts, you can also disable session information so that the session cannot be rewritten later.

According to another embodiment of the present invention, a method for providing a remote support service that allows an agent terminal to remotely control a customer's computer through a remote support server including a database, the method comprising: Creating a session, assigning the session number and authentication password to the session, passing the session number and authentication password to the agent terminal, storing session information including the session number and authentication password in a database, and connecting with the session. Generating the remote control web page and if the session number or authentication password passed from the client computer through the remote control web page matches the session information stored in the database, the agent terminal and the remote control service can be Including connecting the customer's computer. , The agent terminal may provide a remote support service providing method, it characterized in that each can generate one or more session requests.

In this case, the session number may be selected from among numbers not used in another session at the time of session creation, and the session number may be returned when the session ends and used when creating another session.

The authentication password can be determined by a code that can uniquely identify the created session, and the web page for remote control can have a screen configuration that leads to a choice of session number. In this case, the remote control web page may be selected by the session number to start the remote support service, or when the session is terminated, the session number may not be displayed on the remote control web page.

The web page for remote control may also have a screen configuration that prompts the customer to enter an authentication password.

When the Remote Assistance service starts, you can also disable session information so that the session cannot be rewritten later.

According to the present invention, a user can use a remote support service without registering. Furthermore, even if the user is not good at handling the computer, remote support is possible by entering a session number or an authentication password on a web page for remote control. In addition, the remote support service does not need to know the network information of the host computer of the remote user, so both sides can use the remote support service conveniently.

With respect to the embodiments of the present invention disclosed in the text, specific structural to functional descriptions are merely illustrated for the purpose of describing embodiments of the present invention, embodiments of the present invention may be implemented in various forms and It should not be construed as limited to the embodiments described in.

Hereinafter, with reference to the accompanying drawings, it will be described in detail a preferred embodiment of the present invention. The same reference numerals are used for the same constituent elements in the drawings and redundant explanations for the same constituent elements are omitted.

The remote support method of the present invention basically occurs between a service consumer (host computer role), a remote support server (guest computer role) and a service provider (remote support terminal). A service consumer is a person who wants to receive a service, and the consumer's host computer is in a state where at least the remote support server can be connected through a predetermined network such as the Internet. Furthermore, the remote support server may store and manage log records and the like regarding the performed remote control. The remote support terminal of the service provider is connected to the remote support server, and can control the screen and the user interface of the host computer through the mediation of the remote support server.

In the following description, a necessary service is a counseling service, a service consumer is a customer who wants to counsel, and a service provider is a counselor.

1 is a conceptual diagram illustrating a remote support system according to an embodiment of the present invention.

Referring to FIG. 1, the remote support system 10 includes a remote support server 11 and an agent terminal 13, and a customer connects to the remote support server 11 from the customer computer 12 via the Internet.

The remote support server 11 serves as a web server for providing a web page for the customer to support the remote support service for the customer, and for the agent to operate the customer's computer on the agent terminal. It is configured to act as an intermediary server that creates remote control sessions and a management server that can manage and control sessions so that multiple agents can do remote support work with multiple customers. The remote support server 11 may include a database for managing and controlling a remote control session.

The counselor terminal 13 is connected to the remote support server 11 by a network, and is equipped with a keyboard, a monitor, a mouse, etc. to remotely operate a customer's computer. Counselor terminal 13 may be a number, several counselors can consult with several customers at the same time. Multiple counselor terminals 13 may form one counseling group, and a plurality of counseling groups may belong to one service providing company.

In addition, one counselor terminal 13 may request to create a plurality of sessions to the remote support server 11, so that the consultation service may be performed with several customers at the same time.

The computer 12 of the customer is a computer which can use the Internet, and is provided with a web browser. The customer accesses a web page provided by the remote support server 11 via a web browser.

2 is a diagram illustrating a remote support method according to an embodiment of the present invention in chronological order.

Referring to FIG. 2, the steps performed for remote support between the customer computer (customer), the remote support server and the counselor terminal (agent) are shown in chronological order.

First, the customer requests a remote assistance by applying through a web page dedicated to consultation application or by calling a counselor (S21). The counselor terminal requests the session creation to the remote support server (S22). The remote support server creates a session, assigns a session number or an authentication password to the generated session, and transfers the session number or authentication password to the counselor terminal (S23).

At this time, the session number is not always uniquely distinguishing between the generated sessions or the agent terminals respectively connected to such sessions, but to easily guide the client computer to access the session prepared for his use. This is a temporary number. However, the authentication password is a code that can uniquely identify the created session. If the customer enters the authentication password correctly, the remote support server can connect the customer's computer to the session corresponding to the authentication password. The authentication password can be limited to valid only while the corresponding session is active. The authentication password may be generated including the session number. If the authentication password is generated including the information of the session number, the session number does not necessarily need to be explicitly revealed.

Therefore, the customer only needs to know one of the session number and the authentication password to select a session. Similarly, when the remote support server connects the customer computer and the agent terminal, only one of the session number and the authentication password is input from the customer computer. .

The generation of session numbers is controlled by the remote support server and is only assigned when requested, and is assigned to other sessions in addition to the session number in use. Even when connected to a server, at any point in time, each agent is always assigned a different session number. In addition, when the session is terminated, the session number is returned so that the session is generated only when the actual consultation is made, thus saving resources of the remote support server.

The session number is a number that can be shared by the counselor terminals belonging to one counseling group. For example, the session number may be a value that sequentially increases from 1 to 1 when a session is generated. At this time, the session number which has been terminated may be used again in a later generated session. Therefore, the session number does not keep increasing.

Once created, the session is maintained until the consultation is actually made. Therefore, in a later stage in which the remote control is actually driven, there is no need for the remote assistance server to authenticate whether the counselor terminal is a party terminal.

On the other hand, the remote support server generates a web page for remote control associated with the generated session. The web page for remote control may be generated one time for one customer, but it is efficient to create one so that it can be commonly used by multiple customers with one address. On the remote control web page, one or a plurality of session numbers representing a session that is currently ready for use may be displayed, or an input window for inputting an authentication password may be included.

The counselor informs the customer of the received session number or authentication password and the address of the remote control web page (S24), and the customer enters the notified session number or authentication password by accessing the remote control web page directed to the customer computer (S25). ).

When the correct session number is selected on the web page for remote control or the correct authentication password is input, the remote support server installs and runs the remote control program on the customer's computer (S26). The customer's computer is connected to the counselor's terminal via the created session. The agent can now provide the necessary remote support service while remotely controlling the customer's computer from the agent terminal (S27).

Meanwhile, the remote support server may deactivate the information of the session used for remote support so that it cannot be reused.

3 is a diagram illustrating a remote support method in chronological order according to an embodiment of the present invention.

Referring to FIG. 3, the steps performed for remote support between a customer computer, a remote support server and an agent terminal are shown in chronological order.

First, the counselor who has been requested for the remote support of the customer requests a session creation to the remote support server 11 through the counselor terminal (S100). The customer can apply through the web page dedicated to consulting the remote support server (11) or connect to an agent by telephone, and the counselor receives a consultation request from the customer, and as a result of the consultation, the remote support is required. If it is determined, a session creation request is made to the remote support server 11 through the counselor terminal 13 to prepare for consultation.

The remote support server 11 generates a session (S200) and assigns a session number and an authentication password to the generated session (S300).

At this time, the session number is not always for uniquely distinguishing the generated sessions or the agent terminals 13 respectively connected to those sessions, but to easily guide the customer to access the session prepared for him or her. It is a temporary number for.

However, the authentication password is a code that can uniquely identify the generated session. If the customer correctly inputs the authentication password, the remote support server 11 may connect the customer's computer to the session corresponding to the authentication password. The authentication password can be limited to valid only while the corresponding session is active. The authentication password may be generated including the session number. If the authentication password is generated including the information of the session number, the session number does not necessarily need to be explicitly revealed.

Therefore, the customer needs to know only one of the session number and the authentication password in order to select a session. Similarly, even when the remote support server 11 connects the customer computer 12 and the agent terminal 13 with the session number from the customer, You only need to enter one of the authentication passwords.

The session number is controlled by the remote support server 11 and the session number is assigned only when there is a request from the agent terminal, and a number other than the session number assigned to another session is used, so no matter how many agents are provided. Even though these are connected to the remote support server 11 via a large number of agent terminals 13, at any point in time, each agent terminal is always assigned a different session number. In addition, when the session is terminated, the session number is returned so that the session is generated only when the actual consultation is made, thereby saving resources of the remote support server 11.

As a specific example of the method of assigning a session number, when 10 out of 50 agent terminals request session creation from the remote support server, the remote support server 11 generates 10 sessions and starts the session starting from 1. If you assign a value that increases sequentially each time, the session number is assigned to each session from 1 to 10 times. If the counselor terminal connected to session number 3 of the 10 counselor terminals terminates the existing counseling, the session is closed and session number 3 is returned. Subsequently, assuming that the corresponding agent terminal or another agent terminal requests the remote assistance server 11 to create a session in order to prepare for a new consultation, the remote assistance server 11 requests session number 3 instead of session number 11 for the newly created session. You can assign times. Only 10 sessions have been created for the 10 cases in which consultations are actually conducted. That is, the session number which has been used can be used again for a later generated session and the session number can be kept from increasing.

The session information including the session number and the authentication password is stored in the database (S400) and the session number and the authentication password are transmitted to the agent (S500).

The session information includes identification information of the counselor terminal requesting to create a session related to the generated session, terminal identification information, creation time, session number, authentication password, and the like, and is stored in a database of the remote support server 11.

After the remote support server 11 completes the session creation, in step S35, the remote support server 11 sets the generated session number and the authentication password to the agent terminal 13, whereby the remote support server 11 You are ready for remote assistance.

On the other hand, the remote support server 11 generates a web page for remote control that can be connected to the generated session (S600). The web page for remote control may be generated one time for one customer, but it is efficient to create one so that it can be commonly used by multiple customers with one address.

4 to 6 are diagrams showing an embodiment of a web page for remote control. On the remote control web page, one or a plurality of session numbers representing a session that is currently ready for use may be displayed (see FIG. 4), or an input window for inputting an authentication password may be included (see FIG. 5). Of course, both the session number icons and the authentication password input window may be displayed on one web page (see FIG. 6).

The session number can be prevented from appearing on the web page for remote control when the consultation starts or the session ends. That is, if the icon of the thin line number 2 is clicked, if the agent terminal and the customer terminal are connected through the corresponding session, the icon of the session number 2 may disappear on the web page, thereby preventing the plurality of customer terminals from accessing one session. .

The agent informs the customer of the received session number or authentication password and the address of the remote control web page, and the remote support server 11 receives the session number from the customer computer 12 through the remote control web page (see FIGS. 4 to 6). Or input the authentication password (S700).

To inform the customer of the session number or authentication password and the address of the web page for remote control, a web page, pop-up window, mobile phone short message service, etc. may be used for consultation.

Specifically, a method of receiving a session number or an authentication password from the customer computer 12 will be described. When the customer is informed of a remote control web page and a session number including sessions represented by number icons, A web page for remote control will appear, containing sessions represented by number icons, and when the icon of the session number is clicked, it can be associated with the session corresponding to the session number.

If the customer is prompted for a remote control web page with an input window for entering an authentication password and an authentication number, the customer computer 12 will display a web page for remote control with an input window for entering an authentication password. When the authentication password is input, the authentication password may be connected to the session corresponding to the authentication password.

Next, the remote support server determines whether the session number or the authentication password input from the customer computer matches the session information stored in the database (S800). When the correct session number is selected on the web page for remote control or the correct authentication password is entered, the remote support server 11 causes the client computer 12 and the agent terminal 13 to perform the remote support service through the session. ) (S900).

In this case, the remote support server 11 may provide a remote support service by installing a remote support program and other security programs necessary for the computer 12 of the customer and driving the remote support program to receive the remote support service.

If necessary, the remote support server 11 may extract the information of the customer or the customer computer from the customer computer 12 and store the information in association with the session information in the customer information table in the session database. According to an embodiment, the remote support server 11 may store, for example, cookie information on the opening of the session on the customer's computer 12.

On the other hand, in step S47, once the remote control is started through the session, the remote support server 11 deactivates the session information in the session database of the remote support server 11 or in the cookie in the customer computer. Set up and save so that the session information cannot be reused later. This allows the counselor terminal to access the client computer only once, thereby preventing unauthorized intrusion of the client computer by the counselor terminal in the future.

As described above, although the present invention has been described by way of limited embodiments and drawings, the present invention is not limited to the above-described embodiments, which can be modified by those skilled in the art to which the present invention pertains. Modifications are possible. Accordingly, the spirit of the invention should be understood only by the claims set forth below, and all equivalent or equivalent modifications will fall within the scope of the invention.

In addition, the apparatus according to the present invention can be embodied as computer readable codes on a computer readable recording medium. The computer-readable recording medium includes all kinds of recording devices in which data that can be read by a computer system is stored. Examples of the recording medium include ROM, RAM, CD-ROM, magnetic tape, floppy disk, optical data storage device, and the like, and also include a carrier wave (for example, transmission through the Internet). The computer readable recording medium can also be distributed over network coupled computer systems so that the computer readable code is stored and executed in a distributed fashion.

1 is a conceptual diagram illustrating a remote support system according to an embodiment of the present invention.

2 is a diagram illustrating a remote support method according to an embodiment of the present invention in chronological order.

3 is a diagram illustrating a remote support method according to an embodiment of the present invention.

4 is a diagram illustrating a web page for remote control that can access a session by selecting a session number according to an embodiment of the present invention.

5 is a view showing a web page for remote control that can be connected to the session by inputting the authentication password in the input window according to an embodiment of the present invention.

FIG. 6 is a diagram illustrating a web page for remote control that can selectively access a session among a method of selecting a session number and a method of inputting an authentication password into an input window according to an embodiment of the present invention.

Claims (16)

In the remote support system, the agent terminal can remotely control the customer's computer through a remote support server including a database, The remote support server, Create a session for remote control according to the session creation request of the agent terminal, Assign a session number and authentication password corresponding to the session, Deliver the session number or the authentication password to the agent terminal, Storing session information including the session number and the authentication password in the database, Generate a web page for remote control to access the session, If the session number or authentication password transmitted from the customer computer through the remote control web page matches the session number or authentication password of the session information stored in the database, the counselor terminal can be performed through the session. And the client's computer, Each of the counselor terminal may make one or more session creation requests. The method according to claim 1, And wherein said session number is selected from a number not being used in another session at the time of said session creation. The method according to claim 1, And the session number is returned when the session ends and can be used when creating another session. The method according to claim 1, And wherein said authentication password is determined by a code that can uniquely identify said generated session. The method according to claim 1, And the web page for remote control has a screen configuration for inducing selection of a session number. The method according to claim 5, The remote control web page is And when the session number is selected to start a remote support service or when the session is terminated, the session number is not displayed on the web page for remote control. The method according to claim 1, And the web page for remote control has a screen configuration for inducing the customer to input the authentication password. The method according to claim 1, And when the remote assistance service is started, deactivate the session information so that the session cannot be rewritten later. In the remote support service providing method that the agent terminal can remotely control the customer's computer through a remote support server including a database, Generating a session for remote control according to a session creation request of the counselor terminal; Assigning a session number and an authentication password corresponding to the session, transferring the session number or the authentication password to a counselor terminal, and storing session information including the session number and the authentication password in a database; Generating a web page for remote control that can access the session; And If the session number or the authentication password transmitted from the customer computer through the web page for remote control matches the session information stored in the database, the counselor terminal and the computer of the customer can be operated so that the remote support service can be performed through the session. Including the steps of connecting, The counselor terminal may each request at least one session creation. The method according to claim 9, And wherein the session number is selected from a number not being used in another session when the session is created. The method according to claim 9, And the session number is returned when the session is terminated and can be used when creating another session. 10. The method of claim 9, wherein the authentication password is determined by a code that can uniquely identify the generated session. 10. The method of claim 9, wherein the web page for remote control has a screen configuration for inducing the customer to select an available session number. The method according to claim 9, The remote control web page is And when the session number is selected to start a remote support service or when the session ends, the session number is not displayed on the web page for remote control. The method according to claim 9, And wherein the web page for remote control has a screen configuration for inducing the customer to input the authentication password. The method according to claim 9, And disabling said session information so that said session cannot be rewritten after said remote assistance service is started.

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