WO2006058503A1 - Systeme d'assistance reseau et procede de mise en oeuvre de ce systeme - Google Patents

Systeme d'assistance reseau et procede de mise en oeuvre de ce systeme Download PDF

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Publication number
WO2006058503A1
WO2006058503A1 PCT/CN2005/002077 CN2005002077W WO2006058503A1 WO 2006058503 A1 WO2006058503 A1 WO 2006058503A1 CN 2005002077 W CN2005002077 W CN 2005002077W WO 2006058503 A1 WO2006058503 A1 WO 2006058503A1
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WO
WIPO (PCT)
Prior art keywords
party
network
supporter
support
computer
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Application number
PCT/CN2005/002077
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English (en)
Chinese (zh)
Inventor
Xiaoguang Wang
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Xiaoguang Wang
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Publication date
Application filed by Xiaoguang Wang filed Critical Xiaoguang Wang
Publication of WO2006058503A1 publication Critical patent/WO2006058503A1/fr

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    • G—PHYSICS
    • G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
    • G09B7/00—Electrically-operated teaching apparatus or devices working with questions and answers
    • G09B7/02—Electrically-operated teaching apparatus or devices working with questions and answers of the type wherein the student is expected to construct an answer to the question which is presented or wherein the machine gives an answer to the question presented by a student
    • G—PHYSICS
    • G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
    • G09B5/00—Electrically-operated educational appliances

Definitions

  • the present invention relates to a network assistance system for a supporter to remotely operate a helper computer through a network, and a method for implementing the same, wherein the seeker is a computer user who uses the system, and the supporter is a service person who serves the user.
  • the control software mainly aims at remote office by controlling the remote computer, and can not provide assistance services for related technical solutions under the i-person of the computer user;
  • the collaborative office software is mainly applied to multiple computers. Coordination and synchronization at work, multiple computers support each other, can not achieve the purpose of user-centric, service personnel to provide users with one-way service and support.
  • an object of the present invention is to provide a network assistance system for a supporter to remotely operate a helper computer through a network, and a method for implementing the same, wherein the helper is a computer user who uses the system, and the support party is Customer service staff. Multiple support parties are online at the same time, providing services to a large number of helpers in a one-to-many or multi-to-many format.
  • the supporter can view the computer screen of the helper, supplemented by VoIP. :. Telephone, .
  • the technical solution of the present invention is achieved in the following manner:
  • the network assistance system is characterized in that it comprises a plurality of helper computers installed with a helper program, at least one server installed with a network assistance server program, and a plurality of supporter computers installed with a support program, wherein the assistance
  • the computer user who uses the system, the support party is a service person who provides a service to the user, and the support party can provide services to one or more requesters, and the server finds a suitable support party for the helper who requests the request for assistance. And saving relevant information in the server database, the supporter viewing the real-time image information of the screen of the requesting computer, and remotely operating the computer of the requesting party through a mouse, a keyboard, or a touch screen.
  • the support party can start providing assistance services after the applicant has approved it.
  • the requesting party can interrupt the support service of the support party at any time.
  • Supporters and helpers can communicate using VoIP, phone, or text messages.
  • the supporter or the helper can be prompted by voice or graphical multimedia.
  • the support party can actively send a support request to the helper to provide active services for the helper.
  • the system can take a centralized or hierarchical structure. According to the scope of application of the present invention, a centralized or hierarchical structure can be adopted to achieve a simple construction of the system or a flexible topology of the network.
  • the helper and the supporter can communicate across the network.
  • Networked devices can be used, and support providers provide assistance to a large number of helpers on different networks.
  • the server can count the service time of the support party. Through the statistics of the service time, the work of the supporter can be managed to improve the work efficiency of the supporter.
  • the helper program, support program, and network assistance server program can all be written in a cross-platform computer language, so that the party and the supporter can communicate across platforms. Supporters can provide assistance to helpers in different computer operating system platforms.
  • the support party can provide active services for the helper according to the prompt information.
  • the server database may include a helper information sub-library, a supporter information sub-library, an assistance operation history information sub-library, and an assistance problem knowledge sub-library, and the requester and the supporter can read and write the server database-related sub-library through the network.
  • the claimant and the supporter can obtain the identity information of the other party from the server database, including text introduction and photos.
  • the support party and the helper can transfer the software, files, or pictures to the other party's computer through the network.
  • the support party and the requesting party can transfer the software, files, or pictures to the other party's computer with the permission of the recipient, and save them in the specified directory.
  • the supporter can have read-only access to the software, files, or images on the requesting computer.
  • the support party can view the software, files, or pictures on the computer of the requester and cannot modify it.
  • the server may further include a charging unit for charging the service acquired by the party to the assistance, and issuing a bill for the payment of the network assistance service fee to the requesting party.
  • a charging unit for charging the service acquired by the party to the assistance, and issuing a bill for the payment of the network assistance service fee to the requesting party.
  • the server can also charge the requesting party.
  • the supporter can use the keyboard and mouse to operate the helper on the computer screen of the helper.
  • One of them represents the mouse track of the helper, a mouse track representing the supporter, and the supporter passes the mouse. Move and mark the pointer, and guide the helper to proceed to the next step.
  • the requesting party can implement information hiding on some information on the computer of the party, and the real-time image information of the computer screen of the requesting party viewed by the supporting party does not include the hidden information.
  • the hidden information selected by the seeker can be replaced with the corresponding designated character, and the real-time image information of the computer screen formed after the replacement can be transmitted to the supporter computer.
  • the support party can be authenticated through the network and the network transmission data can be encrypted to improve the security and reliability of the system service.
  • the requesting party Before the requesting computer sends the real-time image information of the local screen to the supporter computer, the requesting party can view the transmitted information in the local machine.
  • the helper can confirm that the confidential information on the computer has been hidden by checking the information sent.
  • the implementation method of the network assistance system the steps are as follows:
  • the server finds a suitable support party for the helper
  • the support party provides assistance services to one or more helpers, and the support party views the real-time image information of the screen of the requesting computer, and remotely operates the computer of the requester through a mouse, a keyboard, or a touch screen;
  • the server saves the relevant information in the server database.
  • the method for implementing the network assistance system may include the following steps: The support party starts to provide the assistance service after the supporter approves. In the assistance process, the requesting party can interrupt the support service of the support party at any time.
  • the method for implementing the network assistance system may include the following steps: the supporter and the requesting party communicate by using a network telephone, a telephone, or a text message. The supporter or the helper can be prompted by voice or graphical multimedia.
  • the method for implementing the network assistance system may further include the following steps: the support party actively sends a support request to the helper.
  • the system can take a centralized or hierarchical structure.
  • the helper and the supporter can communicate across the network.
  • the method for implementing the network assistance system may include the following steps: the server performs statistics on the service time of the support party.
  • the helper program, support program, and network assistance server program can all be written in a cross-platform computer language, and the supporter and supporter can communicate across platforms.
  • the implementation method of the network assistance system may include the following steps: When the assistance party permits, the helper sends a prompt message to the support party when the user starts up. '
  • the server database may include a helper information sub-library, a supporter information sub-library, an assistance operation history information sub-library, and an assistance problem knowledge sub-library, and the requester and the supporter can read and write the server database-related sub-library through the network.
  • the claimant and the supporter can obtain the identity information of the other party from the server database, including text introduction and photos.
  • the method for implementing the network assistance system may include the following steps: The support party and the requesting party transmit the software, files, or pictures to the other party's computer through the network.
  • the supporter can have read-only access to the software, files, or images on the requesting computer.
  • the support party can view the software, files, or pictures on the computer of the requester and cannot modify it.
  • the implementation method of the network assistance system may include the following steps:
  • the server calculates the service acquired by the requester ⁇ , and bill the requester to pay for the network assistance service fee.
  • the server can also charge the requesting party.
  • the implementation method of the network assistance system may include the following steps:
  • the support party guides the helper to use the keyboard and the mouse by displaying a double mouse on the computer screen of the seeker, one of which represents the mouse track of the helper, and one representative support
  • the mouse track of the party, the support party moves and marks the mouse pointer by itself, and guides the helper to proceed to the next step.
  • the method for implementing the network assistance system may include the following steps: The helper performs information hiding on part of the information on the computer, and the real-time image information of the computer screen of the helper viewed by the supporter does not include the hidden information.
  • the implementation method of the network assistance system may include the following steps: authenticating the support party through the network, and encrypting the network transmission data.
  • the method for implementing the network assistance system may include the following steps: Before requesting the client to transmit the real-time image information of the local screen to the supporter computer, the requesting party views the transmitted information in the local machine.
  • the present invention is for a large number of ordinary computer users, and the support party can solve the practical operation problems of the computer, teach the use of the computer, and carry out basic courses (such as physics, 'mathematics, etc. Teaching, or participating in games, to provide remote assistance services to a large number of computer users.
  • the invention overcomes the inconvenience caused by the single voice communication mode of the call center, and the support party views the computer screen of the requesting party, and operates the computer of the requesting party through a mouse, a keyboard, or a touch screen, and can also operate with a double mouse.
  • the way to guide the helper to operate can also transfer software, documents, or pictures to the computer of the requester, and communicate by means of VoIP, electric tongue, or text message, which can provide assistance to the helper very conveniently.
  • the service has greatly improved the performance of the computer for the helper. .
  • the present invention can provide services to the helper in the form of multiple service desks and multiple support parties simultaneously, and the supporter can provide assistance to multiple helpers in a one-to-many or many-to-many manner. Real-time assistance services within the scope of the party.
  • the present invention implements the support side's support for the support party in a single direction.
  • Figure 1 illustrates an embodiment of a network assistance system of the present invention.
  • Figure 2-1 and Figure 2-2 are flow charts for explaining the assistance service provided by the system to the requesting party for the request for assistance in the network assistance system shown in Figure 1.
  • Fig. 3 is a flow chart for further explaining the step (6) of Fig. 2-1, in which the server receives the request for assistance, sequentially queries the supporter's working state, and forwards the request for assistance to the helper waiting queue of the appropriate supporter.
  • Figure 4 is a flow chart for further explaining step (12) of Figure 2-3, the claimant hiding the secret information.
  • Fig. 5 is a view showing a window of a helper program display window when the seeker views the real-time image information of the local screen transmitted to the supporter computer in the present invention.
  • Figure 6-1. and Figure 6-2 are diagrams for explaining the network assistance system shown in Figure 1.
  • the support party issues a support request and the system is A flow chart for the assistance provider to provide active assistance services.
  • Figure 7 illustrates an embodiment of a network assistance system in which the present invention captures a hierarchical structure.
  • FIG. 1 there is shown an embodiment of the network assistance system of the present invention.
  • the present embodiment is constructed as follows: A plurality of helper computers to which a helper program is installed, for example, a requester computer 1, a client computer m (m is the number of helper computers in the present embodiment) At least one server to which the network assistance server program is installed, and a plurality of supporter computers to which the support program is installed, such as the supporter computer 1, ..., the supporter computer ⁇ (n is the number of support parties in the present embodiment)
  • the helper program, the network assistance server program and the support program are written in va language, and all the supporter computers in the server and the diagram form a network assistance center local area network (hereinafter referred to as a network assistance center), and the network assistance center can be connected to the Internet through a router.
  • a network assistance center local area network
  • the computer of the claimant can be a Windows, Unix or l inux operating system, connected to the Internet through a dedicated line or a dial-up network, and can communicate with the supporter computer across platforms and networks.
  • the server forwards the request for assistance from the client via the Internet to the appropriate support party in the network assistance center, and can also forward the support request from the support party in the network assistance center to the designated helper on the Internet.
  • the supporter can provide assistance to the client with the following contents: Remote operation of the helper computer, ..
  • the helper in teaching mode, through double mouse, VoIP, telephone, or text message
  • teaching mode through double mouse, VoIP, telephone, or text message
  • some basic course knowledge such as physics, mathematics
  • the support party can provide information guides for the helper, which can help the helper to obtain the information on the Internet conveniently and quickly.
  • the server includes a server database and a charging unit.
  • the server database including:
  • the helper information sub-library is used to store the personal information and charging information of the claimant, such as the name of the helper, the login password, the telephone number, the e-mail address, the payment method, the charge amount, etc.;
  • Supporter information sub-library used to store personal information of the supporter, such as phone number, email address, business ability, job title, and may also include photos of the supporter.
  • the claimant can view the relevant information of the supporter and select the support party that he or she desires.
  • the server finds a suitable support party for the helper, the server can first query the working status of the supporter expected by the seeker. In order to meet the requirements of the aid party as much as possible;
  • a sub-library of assistance operation history information used to record historical operation information of the support party to the supporter
  • a sub-library of assistance problem knowledge which is used to provide assistance to supporters and supporters to solve problems or related problems. Both the seeker and the supporter can find out the solution to the relevant problem by querying the knowledge sub-library of the aid problem.
  • the library information can be updated or improved by the support party. After the assistance is completed, the supporter classifies the problem to be solved and writes the corresponding information into the knowledge problem sub-library.
  • Charging unit when the present invention is applied to a wide range of public services, for example, in the present embodiment, the public is served through the Internet, and the server can charge the claiming party using the charging unit.
  • the server uses the contract to provide assistance services to the helper according to the contents of the helper information sub-library.
  • the charging unit is based on the corresponding charging rules, such as membership, or by order. Or billing by time, counting the assistance fee of the seeker, and writing the charge information into the seeker information sub-library, and issuing a bill for the payment of the network assistance service fee to the claimant.
  • the claimant can pay for the phone, credit card, or multiple ways to purchase a network assistance card.
  • the present invention may not be charged if it is applied to a small-area local area network, such as an internal office local area network of a certain unit.
  • Figures 2-1 and 2-2 are flowcharts for explaining the assistance service provided by the system to the requesting party who issued the request for assistance when the present invention is applied to the public service of the Internet in the embodiment shown in FIG.
  • the helper program on the requesting computer sends the helper name and password to the server, requesting the server to verify the identity of the claimant.
  • helper When the helper first uses the system, he can enter basic personal information to register, and select the payment method to apply for assistance to the system according to the contract.
  • the server can query the helper information sub-library in the server database. If the helper input name or password is incorrect, go to step (3); if the helper enters the helper name and The password is correct, go to step (4).
  • the server can verify the identity of the helper according to the personal information provided by the seeker. For example, when the claimant chooses to pay by mobile phone, the server can send the registration password to the mobile phone of the helper, and The verification of the registration password input by the aiding party determines whether the personal information of the claiming party is true. If the information input by the claiming party is true, the server passes the verification, and the personal information input by the claiming party is written into the information of the claimant in the server database. In the sub-library, go to step (4); if the requester input information is not true, go to step (3).
  • the server returns a message indicating that the login failed to the requesting party, and the requesting party is denied the service.
  • the server returns a message of successful login to the requesting party, and the requesting party can enter the state of seeking assistance.
  • the claimant can also view or update the personal information held by the helper information sub-library in the server database at any time, and the helper can also view related information in the support information sub-library, for example, the support party's phone number. The number is used to facilitate communication with the support party over the phone.
  • the requesting party sends a request for assistance to the system as needed. - -
  • the server receives the request for assistance, sequentially queries the working status of the supporter, and forwards the request for assistance to the waiting queue of the appropriate support party.
  • the server can sequentially query the working status of the supporter in the order of the supporter desired by the requester or the query order of the system customization, and provide the support party with the appropriate support party to provide the service. Since the support party can provide assistance services to one or more of the helpers, when the server forwards the request for assistance from the support party to the support party, the request is sent to the supporter's request waiting queue.
  • the support program can monitor the help waiting queue in real time. Once a new request for assistance comes, remind the supporter by sound or graphically. (All the prompt information in this embodiment can use the sound or the illustrated multimedia. Mode), and automatically sorting multiple request requests in the help waiting queue according to the time when the request arrives.
  • Figure 3 further decomposes this step (6), including - 1
  • the server queries the working status of the first supporter;
  • step 2 Determine whether the support party can provide services for the helper. If the supporter is online and idle, the supporter can immediately serve immediately. Go to step 3. If the supporter is offline or busy, then Explain that the support party cannot immediately serve the claimant, and move to step 4;
  • step ⁇ If the server has checked all the supporters, it indicates that the network assistance center is currently at the peak of the service, all online support parties are busy, and the helper needs to enter the support waiting queue of a support party to wait. Go to step ⁇ ;
  • the server can follow the principle of the shortest waiting time of the requester, compare the support queue queues of all the supporters, and forward the request to the shortest support party's request waiting queue. Similarly, the server can follow other principles, for example, The request is forwarded to the support waiting queue of the most desirable support party of the requester;
  • the supporter can also manually adjust the queue order of the request for assistance in the help waiting queue, and preferentially serve each of the helpers, and the supporter can adjust the request for assistance from the requester to wait for assistance.
  • the first or the first bit in the queue and then send a confirmation message to the corresponding helper in the request waiting queue, and prepare to start the service.
  • the requester receives the confirmation message from the supporter, indicating that the supporter is ready to provide assistance to the client.
  • the requester chooses whether to accept the service of the supporter. With the approval of the helper, the supporter can start providing services. If the client is unwilling to accept the service, go to step (1P); if the client is willing to accept the service, go to the step
  • the requesting party can return the unrecognized message to the support party and end the service.
  • the requesting party can return the approved message to the support party. After the assistance of the claimant, the support party can start providing the service. '
  • the left and right sub-windows shown in Figure 5 appear, wherein the left window is used to display the local screen information of the helper, and the right window is used to display the helper after the information is hidden and sent to the supporter. Native screen information. At this point, the right window can have no display content.
  • the requester selects the information to be hidden in the left window.
  • the requesting party can use the box to enclose the information to be hidden in the box.
  • the helper program extracts the character information hidden by the seeker in the left window into the character library.
  • the character information enclosed by the requester using the box may be extracted into the character library.
  • the helper program reads the display information of the left window, and the hidden characters selected by the requester in the information are used in the character library characters. Replace and display it in the right window.
  • the display information of the right window is the real-time image information of the helper computer screen that the helper is prepared to send to the supporter and does not include the hidden information.
  • ⁇ Compress the display information in the right window and the helper mouse pointer information, and send it to the supporter.
  • the support party receives the data packet and decompresses it and displays it on the local machine.
  • the support party can view the real-time image information of the computer screen after the information is hidden by the seeker.
  • the requesting party can also view the real-time image information of the local screen to be transmitted to the computer in the machine at any time in the manner of FIG. 5, In the left window of the helper program display window shown in FIG. 5, the real-time image information of the real local screen is viewed, and in the right window, the real-time image information of the local screen that is to be sent to the supporter and does not include the hidden information is viewed. By comparing the two windows, the requesting party can determine that the confidential information in the machine has been hidden.
  • the support program starts timing the service, and the server can count the service time of the support party based on the time.
  • step (14) Ask the helper to choose whether to lock the keyboard or mouse. If the helper chooses to lock the mouse and the keyboard, the support party can only view the real-time image information of the computer screen of the requesting party, and cannot operate the computer of the requesting party, and the process proceeds to step (15); if the claimant chooses not to lock the mouse, The keyboard indicates that the supporter can view the real-time image information of the computer screen of the seeker, and simultaneously operate the computer of the requester using a mouse, a keyboard, or a touch screen, and proceeds to step (16). At the same time, regardless of whether the helper chooses to lock the mouse or keyboard, the support party and the helper can also transfer the software, text, or picture on the machine to the other party.
  • the support party can send the latest virus check to the helper.
  • Software for example, the requesting party can send the relevant original materials to the support party to request the support party to complete a certain task, and the support party can send the completed work file to the computer of the requester after the task is completed.
  • the support party can view the software, files, or pictures on the requester's computer, but cannot make related modifications, that is, the support party can have read-only access to the information resources on the requester's computer.
  • the supporter can guide the helper through the movement and labeling of the mouse pointer in the double mouse, VoIP, telephone, or text message.
  • the guidance can be based on the helper's It is necessary to use one or several of them at the same time, and turn to step (17).
  • the supporter can use the mouse, keyboard, or touch screen to remotely operate the computer of the helper. At the same time, with the permission of the helper, it can also communicate with the helper by means of VoIP, telephone, or text message. The communication method can also be performed at the same time according to the needs of the seeker, and the process proceeds to step (17).
  • the assistance party can interrupt the assistance service at any time during the service process. If the assistance service is interrupted by the seeker or the supporter, go to step (18); if the assistance service is not interrupted by the seeker or the supporter, the helper can modify the lock status of the mouse and keyboard according to their needs, and move to step (14).
  • the system may also add a auxiliary function, help at any time in order to own a computer mouse, keyboard usage ⁇ 1 into view, the lowest-priority program help + 5 seconds fixed timing of scanning may be employed A random check to test the value.
  • the support program sends the assistance content and assistance time provided by the supporter to the assistance operation history information sub-database of the server database.
  • the server can count the service time of all supporters according to the assistance time, for example, The supporter's daily workload is evaluated and a report output is generated to facilitate the management of the supporter's work.
  • the server charging unit collects the assistance fee and issues a bill for the payment of the network assistance service fee to the claimant. At the same time, the server charging unit can also write the charging information into the helper information sub-library of the server database.
  • the support party can also actively send a support request to the requester according to the business needs, requesting assistance services.
  • Figure 6-1 and Figure 6-2 are for explaining that in the embodiment shown in Figure 1, the support party issues support.
  • the support party logs in with the support name and password.
  • the digital certificate can be used to digitally verify the identity of the supporter, and the digital certificate can be issued to the supporter.
  • the server authenticates the identity to ensure the legal identity of the supporter and simultaneously transmits the digital certificate to the network.
  • the signal is encrypted, and the sender can encrypt the file with the public key of the receiver.
  • the receiver decrypts the encrypted file with the private key that only has its own, and obtains the plaintext of the file, which improves the security and reliability of the network transmission. . If the supporter is authenticated, go to step (4); if the supporter identity does not pass verification, go to step (3).
  • the server returns a message indicating that the login failed to the support party, and the support party cannot log in to the system and provide services to the supporter.
  • the server returns a message indicating successful registration to the support party, and the support party can enter the support status.
  • the related personal information in the support party information sub-library in the server database can be viewed or updated, and the related information of the seeker in the helper information sub-library can also be viewed.
  • the support direction designation requester sends a support request.
  • the helper can send a prompt message to the support party when the helper is turned on, and the support party can send a support request to the relevant helper according to the prompt information.
  • the server receives the support request from the supporter and forwards the request to the specified requester.
  • the claimant chooses whether to accept the service of the supporter.
  • the supporter's operation of the helper computer can be recorded in the assistance service, and the real helper can be set at a certain interval.
  • the real-time image information of the local screen and the real-time image information of the computer screen of the requester received by the supporter are stored in a certain image format (such as JPG-JPEG format) on the local machine of the seeker and the supporter.
  • the seeker and the supporter can query the record and play it in multiple images. By repeating the previous operation or the latter operation, the helper can enhance the learning effect.
  • the support party can also sort out the help-seeking questions of the help-seekers, and update and improve the knowledge base of the database database assistance problem.
  • the system can take a centralized or hierarchical structure.
  • the implementation of the centralized structure is shown in Figure 1.
  • the server and all supporting computer computers form a network assistance center, which is responsible for providing assistance to all the helpers.
  • the implementation of the hierarchical structure is as shown in FIG. 7.
  • the distribution area of the helper is wider, it can be divided into a plurality of sub-areas according to the distribution of the helper, and a corresponding network assistance center is set in each sub-area, and the network assistance center is provided.
  • the support party in charge is responsible for belonging to the sub-area
  • the domain's helpers provide assistance services.
  • All network assistance center servers can transmit relevant data to the total server through the upper-level or multiple upper-level servers; and the total server can also assist different networks through the next-level or lower-level servers.
  • the central server transmits corresponding control commands to implement unified management and hierarchical control of data of multiple network assistance centers in the hierarchical structure. For example, as shown in Figure 7, the total server issues the total billing standard to all the next-level servers (Server-1), and Server-1 issues the corresponding scores to the next-level server (Server-2) it is responsible for.
  • Fee standard, and so on, multiple network assistance centers at the same level, such as network assistance center -ki, ..., network assistance center - kr, its server (server - k) charging unit can be based on the upper level server (server - k-1 )
  • the billing standard sent, billing the requesting party of the responsible service, and writing the charging information into the server database of the network assistance center, and also passing the information through the server - k- 1, ??, server-1 uploaded to the total server database, thus achieving data sharing of network assistance centers in different sub-areas, the value of k, r in the figure can be determined according to the actual application, different network assistance centers
  • the number of support computer stations n and the number of client computers that are served can be different.
  • the centralized structure is simple and easy to maintain, and is suitable for implementation in a network where the distribution area of the assistance party is relatively concentrated.
  • the distributed structure can realize the flexible topology of the network, and is suitable for application in a network with a wide range of assistance providers. Through hierarchical control between multiple levels of servers, unified management and data sharing for multiple network assistance centers is realized. .

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  • Information Transfer Between Computers (AREA)

Abstract

L'invention concerne de multiples ordinateurs demandeurs d'assistance avec des programmes demandeurs d'assistance, au moins un serveur avec un programme de serveur d'assistance réseau, ainsi que de multiples ordinateurs de support avec des programmes de support. La partie demandeuse d'assistance est constituée par le client informatique qui utilise ce système, la partie de support par le personnel de service qui fournit ce service à une ou plusieurs parties demandeuses d'assistance, le serveur recherchant une partie de support adaptée pour la partie demandeuse d'assistance qui a demandé de l'aide et stockant les informations relatives dans la base de données du serveur. La partie de support peut examiner l'écran de l'ordinateur de la partie demandeuse d'assistance et faire fonctionner l'ordinateur demandeur d'assistance au moyen de la souris, du clavier et de l'écran tactile, et elle peut également être reliée à des téléphones réseau, des téléphones ou des informations textuelles pour transmettre des logiciels, fichiers ou des photographies afin de résoudre les problèmes de fonctionnement des parties demandeuses d'assistance, enseigner l'informatique, effectuer l'enseignement de cours de base ou participer à des jeux pour augmenter les compétences informatiques. Cette invention concerne également un procédé associé.
PCT/CN2005/002077 2004-12-03 2005-12-02 Systeme d'assistance reseau et procede de mise en oeuvre de ce systeme WO2006058503A1 (fr)

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CNB2004100966102A CN100359849C (zh) 2004-12-03 2004-12-03 网络援助系统及其实现方法
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EP1818812B1 (fr) * 2006-01-25 2016-01-06 Brandt Technologies Limited Système et procédé pour réaliser le contrôle simultané d'ordinateurs à distance
CN103098452B (zh) * 2010-09-10 2016-08-03 日本电气株式会社 移动终端、远程操作系统、移动终端的数据发送控制方法以及非瞬时计算机可读介质
CN102546725B (zh) * 2010-12-31 2016-02-24 上海博泰悦臻电子设备制造有限公司 车载电子装置的远程协助方法和系统
CN102546723B (zh) * 2010-12-31 2016-06-22 上海博泰悦臻电子设备制造有限公司 车载电子装置的远程演示方法和系统
CN103634419B (zh) * 2013-11-15 2016-08-31 北京洋浦伟业科技发展有限公司 终端的远程控制方法及终端
CN105913582A (zh) * 2016-06-20 2016-08-31 中国工商银行股份有限公司 自助服务终端和远程协助服务系统

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