WO2015184924A1 - 实现终端之间远程协助的方法、业务协助服务器和装置 - Google Patents

实现终端之间远程协助的方法、业务协助服务器和装置 Download PDF

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Publication number
WO2015184924A1
WO2015184924A1 PCT/CN2015/076470 CN2015076470W WO2015184924A1 WO 2015184924 A1 WO2015184924 A1 WO 2015184924A1 CN 2015076470 W CN2015076470 W CN 2015076470W WO 2015184924 A1 WO2015184924 A1 WO 2015184924A1
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Prior art keywords
assistance
terminal
assisting
information
help
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PCT/CN2015/076470
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English (en)
French (fr)
Inventor
叶明济
王婷
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中兴通讯股份有限公司
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Publication of WO2015184924A1 publication Critical patent/WO2015184924A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M11/00—Telephonic communication systems specially adapted for combination with other electrical systems

Definitions

  • the embodiments of the present invention relate to the field of terminal applications, and in particular, to a method, a service assistance server, and a device for implementing remote assistance between terminals.
  • mobile terminals such as mobile phones have become an indispensable tool for people every day.
  • mobile terminals are used as tools for communication, communication and entertainment.
  • the functions of mobile terminals are more diversified and more embody the user experience.
  • the user needs to set a certain function of the mobile terminal or experience an application, if the function setting or the application experience cannot be completed due to the cumbersome initial setting and setting steps, etc., it is necessary to assist the setting through external help, but, for New users of mobile phones, especially old users, don’t know much about some new features, or when they encounter unsolvable problems, and the usual contact methods such as making phone calls or texting, and it is difficult to accurately describe the problem, only contact the manufacturer.
  • an embodiment of the present invention provides a method, a service assistance server, a device, and a system for implementing remote assistance between terminals, which can effectively solve the problem of remote assistance of the terminal.
  • the present invention provides a method for implementing remote assistance between terminals, including:
  • the service assistance server receives the assistance request message sent by the helper terminal, and sends the help information in the assistance request message to the corresponding assistance terminal;
  • the service assistance server receives the assistance request response returned by the assistance terminal, and sends the assistance information in the assistance request response to the help terminal.
  • the method further includes:
  • the service assistance server receives a help registration request from the helper terminal, and includes at least the identifier of the helper terminal in the help registration request; or
  • the identifier of the helper terminal and the identifier of the assisting terminal corresponding thereto are stored in the service assistance server.
  • the assistance request message further includes an identifier of the assistance terminal, where the service assistance server sends the assistance request message to the corresponding assistance terminal, including:
  • the service assisting server queries whether the corresponding assisting terminal is available according to the identifier of the assisting terminal;
  • the service assisting server establishes an assisting link for the helper terminal and the assisting terminal, and sends the assistance request message to the corresponding assisting terminal through the assisting link.
  • whether the query assisting the terminal is available includes:
  • the service assisting server detects whether the assisting terminal is registered; and when detecting that the assisting terminal has been registered, performing the step of sending the help information;
  • the registration notification is pushed to the assisting terminal; after receiving the assisted registration request from the assisting terminal, the step of transmitting the help information is performed.
  • the assistance request message includes: help information, or help information and an identifier of the assistance terminal;
  • the help information includes the helper terminal screenshot information and/or the help voice information.
  • the assistance request response includes: assistance information, or assistance information and an identifier of the help terminal;
  • the method further includes:
  • the requesting terminal or the assisting terminal captures screen data, and uses the captured screenshot information as the help information; and/or,
  • the requesting terminal or the assisting terminal captures audio data, and uses the captured help voice information as the help information.
  • the invention also provides a service assistance server, comprising:
  • a receiving module configured to receive an assistance request message sent by the helper terminal; Back to the assistance request response;
  • a parsing module configured to parse the assistance request message, obtain help information in the assistance request message, parse the assistance request response, and obtain assistance information in the assistance request response;
  • the sending module is configured to send the help information to the corresponding assisting terminal; and send the assisting information to the helper terminal.
  • the receiving module is further configured to receive a help registration request from the helper terminal, where at least the identifier of the helper terminal is included in the help registration request.
  • the request for assistance registration includes an identifier of the assisting terminal
  • the query module is further configured to query the identifier of the assisting terminal corresponding to the helper terminal according to the identifier of the helper terminal.
  • the method further includes an establishing module, configured to establish an assisting link for the helper terminal and the assisting terminal.
  • the method further includes: a pushing module, configured to: when detecting that the assisting terminal is not registered, push a registration notification to the assisting terminal; accordingly,
  • the receiving module is further configured to receive an assist registration request from the assisting terminal, and include at least the identifier of the assisting terminal in the assisting registration request.
  • the query module is specifically configured to:
  • the push module When it is detected that the assisting terminal is not registered, the push module is notified to push the registration notification to the assisting terminal; upon receiving the assisted registration request from the receiving module and completing the registration, the notification sending module sends the help information.
  • the present invention further provides a device for supporting remote assistance, which is provided at the help terminal, and includes at least a first transceiver module configured to send an assistance request message to the service assistance server; and receive assistance information returned from the service assistance server.
  • the first transceiver module is further configured to send a help registration request to the service assistance server, where the help registration request includes at least an identifier of the helper terminal.
  • a first screenshot module configured to capture screen data, and send the captured screenshot information to the first transceiver module
  • the first audio acquisition module is configured to capture audio data, and send the captured help voice information to the first transceiver module.
  • the assistance request message includes: help information, or help information and an identifier of the assistance terminal;
  • the help information includes the screenshot information of the helper terminal and/or the help voice information.
  • the embodiment of the present invention provides a device for supporting remote assistance.
  • the device is provided at the assistance terminal, and at least includes: a second transceiver module configured to receive the help information sent by the service assistance server; and send an assistance request response to the service assistance server.
  • the second transceiver module is further configured to receive a push message from the service coordination server, and send a help registration request to the service assisting server.
  • the assisting the registration request further includes: a second screenshot module And/or a second audio acquisition module; wherein
  • a second screenshot module configured to capture screen data, and send the captured screenshot information to the second transceiver module
  • the second audio acquisition module is configured to capture audio data, and send the captured help voice information to the second transceiver module.
  • the method further includes a picture editing module, configured to edit the screenshot information from the second screenshot module according to the user's instruction, and send the edited screenshot information to the second transceiver unit.
  • a picture editing module configured to edit the screenshot information from the second screenshot module according to the user's instruction, and send the edited screenshot information to the second transceiver unit.
  • the assistance request response includes: assistance information, or assistance information and an identifier of the help terminal;
  • the assistance information includes the screenshot information of the assistance terminal and/or the assistance voice information.
  • the technical solution of the present application sends a assistance request message to the service assistance server, and the service assistance server sends the help information in the assistance request message to the corresponding assistance terminal; the assistance terminal returns the assistance request response to the service assistance server.
  • the service assistance server sends the assistance information in the assistance request response to the helper terminal.
  • FIG. 1 is a schematic structural diagram of a system for remote assistance between terminals in an embodiment of the present invention
  • FIG. 2 is a schematic structural diagram of a service assistance server according to an embodiment of the present invention.
  • FIG. 3 is a schematic structural diagram of a device for supporting remote assistance according to an embodiment of the present invention.
  • FIG. 4 is a schematic structural diagram of another apparatus for supporting remote assistance according to an embodiment of the present invention.
  • FIG. 5 is a schematic diagram of a specific implementation process of a method for remote assistance between terminals according to an embodiment of the present invention.
  • a method for implementing remote assistance between terminals in an embodiment of the present invention includes:
  • the service assistance server receives the assistance request message sent by the helper terminal, and sends the help information in the assistance request message to the corresponding assistance terminal;
  • the service assistance server receives the assistance request response returned by the assistance terminal, and sends the assistance information in the assistance request response to the help terminal.
  • the technical solution of the embodiment of the present invention implements a remote assistance manner to guide the other party to solve the problem encountered in the use of the terminal.
  • the method also includes:
  • the service assistance server receives the help registration request from the helper terminal, and the help registration request includes at least the identifier of the helper terminal.
  • the method also includes:
  • the identifier of the helper terminal and the identifier of the assisting terminal corresponding thereto are stored in advance in the service assistance server. In this case, when the helper terminal initiates the assistance request message, it is not necessary to carry the identifier of the assistance terminal, and only needs to find the corresponding assistance terminal according to the identifier of the helper terminal carried in the assistance request message. Pre-set priority selection, or one of the help terminals to specify one, etc.).
  • the assistance request message further includes an identifier of the assistance terminal, and the service assistance server sends the assistance request message to the corresponding assistance terminal, including:
  • the service assisting server queries whether the corresponding assisting terminal is available according to the identifier of the assisting terminal;
  • the service assisting server establishes an assisting link for the helper terminal and the assisting terminal, and sends the assistance request message to the corresponding assisting terminal through the assisting link.
  • the assistance terminal that the helper terminal registers with the service assistance server may include one or more.
  • the owner of the help terminal Lao Wang
  • has two sons Wang Jia and Wang Yi.
  • Pharaoh registers his number with the business assistance server.
  • his mobile phone encounters a problem, he initiates a request for assistance to the service assistance server. Carrying the assistance terminal identification to tell the server whether to ask for help from Wang Jia or Wang Yi for help.
  • the communication between the service assisting server and the helper terminal and the assisting terminal may be in the form of the Internet, and the communication assisting server and the helper terminal and the assisting terminal communicate through the WIFI or the traffic service.
  • the helper terminal and the assisting terminal send or receive messages, they can use SMS, MMS or call ringing, or use existing instant messaging tools or emails.
  • the identification of the helper terminal and the identification of the assisting terminal may be the mobile number.
  • the assistance request message of the present invention may include: help information, or help information and an identification of the assistance terminal, wherein the help information includes helper terminal screenshot information and/or help voice information;
  • the assistance request response may include: assistance information, or assistance information and identification of the help terminal,
  • the assistance information includes assisting the terminal screenshot information and/or assisting the voice information.
  • the method of the invention further comprises:
  • the requesting terminal or the assisting terminal captures the screen data, and uses the captured screenshot information as the help information.
  • how to capture screen data to obtain screenshot information belongs to a conventional technical means by those skilled in the art, and the specific implementation thereof is not used to limit the protection scope of the present invention, for example, the screen data can be captured by receiving an external command of the input terminal; /or,
  • the requesting terminal or the assisting terminal captures the audio data, and the captured help voice information is used as the help information.
  • the audio data can be captured by receiving an external command of the input terminal. I won't go into details here.
  • whether the query assistance terminal is available includes:
  • the service assisting server detects whether the assisting terminal is registered; when detecting that the assisting terminal is registered, the step of assisting the terminal identifier is stored in the service assisting server, performing the step of sending the help information; when detecting that the assisting terminal is not registered, the assisting terminal identifier is not stored in the
  • the registration notification is pushed to the assisting terminal; after receiving the assisted registration request from the assisting terminal and the registration is successful, the step of sending the help information is performed, wherein the assisting registration request at least includes the identifier of the assisting terminal.
  • Lao Wang asks Wang Jia (that is, the identification number of the assisting terminal carried in the request message is Wang Jia's mobile phone number).
  • the business assistance server first checks whether Wang Jia's mobile phone number has been registered on the server:
  • Wang Jia will receive a notification SMS or email sent by the service assistance server. For example, “13812345678 (Pharaoh mobile phone number) has sent you a request for assistance, you can download it at www.XX.com (download URL) download and install to the remote assistance client software, and Pharaoh's terminal will return a prompt window, telling the old king Wang Jia not registered, has sent a text message or email to inform Wang Jia, please Pharaoh try again later;
  • the service assisting server initiates a connection request to Wang Jia, specifically:
  • Wang Jia has installed the client and is connected to the Internet, Wang Jia agrees, the two parties establish a connection and normally open the remote assistance; if Wang Jia refuses or times out, then no remote assistance is established, and the prompt window returned by Pharaoh indicates that Wang Jia refused the request or The request timed out and the connection failed.
  • the service assistance server will send the above notification SMS or email to Wang Jia’s mobile phone number after the connection request is timed out;
  • the window tells Lao Wang that he has not installed the client or is not online. He has sent a text message or email to inform Wang Jia, please ask Pharaoh to try again later.
  • the assistance terminal when the assistance terminal can use the registration mechanism or the non-registration mechanism to push the registration notification to the assisting terminal, the short message method or the existing instant messaging tool or mail can be used.
  • a service assistance server includes:
  • a receiving module configured to receive an assistance request message sent by the helper terminal; and receive an assistance request response returned by the assistance terminal;
  • the parsing module is configured to parse the assistance request message, obtain the help information in the assistance request message, parse the assistance request response, and obtain the assistance information in the assistance request response;
  • the sending module is configured to send the help information to the corresponding assisting terminal; and send the assisting information to the helper terminal.
  • the receiving module is further configured to receive a help registration request from the helper terminal, the help registration request including at least the identifier of the helper terminal.
  • the assistance request message includes an identifier of the assistance terminal
  • the service assistance server further includes a query module, configured to query whether the corresponding assistance terminal is available according to the identifier of the assistance terminal.
  • the service assistance server further includes an establishing module configured to establish an assisting link for the helper terminal and the assisting terminal.
  • the service assistance server further includes: a pushing module configured to: when detecting that the assisting terminal is not registered, push the registration notification to the assisting terminal; accordingly, the receiving module is further configured to receive the assisting registration request from the assisting terminal to assist the registration request At least the identification of the assistance terminal is included.
  • a pushing module configured to: when detecting that the assisting terminal is not registered, push the registration notification to the assisting terminal; accordingly, the receiving module is further configured to receive the assisting registration request from the assisting terminal to assist the registration request At least the identification of the assistance terminal is included.
  • the query module is specifically configured as:
  • the notification sending module sends the help information
  • the assistance terminal identifier is not stored in the service assistance server, and the notification push module pushes the registration notification to the assistance terminal;
  • the notification transmitting module Upon receiving the assistance registration request from the receiving module and completing the registration, the notification transmitting module transmits the help information.
  • the device for supporting remote assistance is disposed at the help terminal, and includes at least a first transceiver module, configured to send an assistance request message to the service assistance server, and receive assistance information received from the service assistance server.
  • the first transceiver module is further configured to send a help registration request to the service assistance server, where the help registration request includes at least an identifier of the helper terminal.
  • the assistance request message includes: help information, or help information and an identifier of the assistance terminal, wherein the help information includes the helper terminal screenshot information and/or the help voice information.
  • the device for supporting remote assistance provided in the help terminal further includes: a first screenshot module, and/or a first audio acquisition module; wherein
  • the first screenshot module is configured to capture the screen data, and send the captured screenshot information to the first transceiver module; here, how to capture the screen data to obtain the screenshot information belongs to a conventional technical means by those skilled in the art, and the specific implementation is not used.
  • screen data can be captured by receiving an external command from the input terminal.
  • the first audio acquiring module is configured to capture the audio data, and send the captured help voice information to the first transceiver module; here, how to capture the audio data to obtain the help voice information belongs to a conventional technical means by those skilled in the art, and the specific implementation thereof It is not intended to limit the scope of protection of the present invention.
  • audio data may be captured by receiving an external command from an input terminal, and details are not described herein again.
  • the apparatus for supporting remote assistance is provided in the assisting terminal, and at least includes: a second transceiver module configured to receive the help information sent by the service assisting server; and send an assist request response to the service assisting server.
  • the second transceiver module is further configured to receive the push message from the service coordination server, and send an assistance registration request to the service assistance server, where the assistance request includes at least the identifier of the assistance terminal.
  • the assistance request response includes: assistance information, or assistance information and an identification of the help terminal, wherein the assistance information includes assisting the terminal screenshot information and/or assisting the voice information.
  • the device for supporting remote assistance provided in the assisting terminal further includes: a second screenshot module, and/or a second audio acquiring module; wherein
  • the second screenshot module is configured to capture the screen data, and send the captured screenshot information to the second transceiver module; here, how to capture the screen data to obtain the screenshot information belongs to a conventional technical means by those skilled in the art, and the specific implementation is not used.
  • the screen data can be captured by receiving an external command of the input terminal, and details are not described herein again.
  • the second audio acquisition module is configured to capture the audio data, and send the captured help voice information to the second transceiver module; here, how to capture the audio data to obtain the help voice information belongs to a conventional technical means by those skilled in the art, and the specific implementation thereof It is not intended to limit the scope of protection of the present invention, such as capturing audio data by receiving external commands from an input terminal.
  • the device for supporting remote assistance provided in the assisting terminal further includes a picture editing unit configured to edit the screenshot information from the second screenshot module according to the user's instruction, and send the edited screenshot information to the second transceiver module.
  • a picture editing tool such as a brush tool, a text editing tool, an eraser tool, a frame selection tool, etc.
  • the specific implementation is not used to limit the present invention. The scope of protection is not repeated here.
  • a terminal is a helper terminal when calling for a service assistance server or other terminal, and assists the terminal when receiving a service assistance server or other terminal for help, according to the title of the helper terminal and the assisting terminal in the embodiment of the present invention.
  • an embodiment of the present invention further provides a system for implementing remote assistance between terminals, including the foregoing service assistance server, helper terminal, and assistance terminal.
  • FIG. 5 is a schematic flowchart of a specific implementation process of a method for remote assistance between terminals according to an embodiment of the present invention. It is assumed that a terminal for use by an elderly terminal (especially a mobile phone, hereinafter referred to as an old mobile phone) is used in the embodiment of the present invention to assist the terminal in using the device for the child. Terminal (especially mobile phones, hereinafter referred to as mobile phones).
  • a system for realizing remote assistance between terminals is assumed to include an elderly mobile phone, a child mobile phone, and a service assisting server, and the mobile phone and the service assisting server establish a connection through the network.
  • the elderly mobile phone initiates a connection request to the child's mobile phone through the service assistance server
  • the child's mobile phone agrees
  • the old mobile phone and the child's mobile phone can send the recording file and the picture file to the other party.
  • the old man or the child's mobile phone will perform a one-step operation on the screen or N seconds (N can be freely set by the user according to the current network environment), and the screenshot will be automatically sent to the other party's mobile phone.
  • the child can understand the problem by watching the screenshot of the old mobile phone. Then, demonstrate on your child's phone and add a voice description.
  • the old man solves the problem by watching screenshots and recording instructions of his child's mobile phone.
  • the mobile phones on both sides can freely select to display a screenshot of the local screen or the screen of the other mobile phone (not both parties can simultaneously display the mobile phone screen of the other party).
  • the embodiment of the invention provides a storage function. If the recording is not heard, the recorded files received by both parties can be played repeatedly.
  • the specific includes:
  • Step 500 The old mobile phone registers the mobile phone number in the service assistance server in advance, and can set a login password.
  • Step 501 to step 503 When the elderly mobile phone needs remote assistance, the child mobile phone number is selected to send an assistance request through the Internet. After receiving the mobile phone number sent by the mobile phone of the old man, the service assisting server first judges, when the child mobile phone number has been registered by the service assisting server, the process proceeds to step 506; when the child mobile phone number is not registered by the service assisting server, the process proceeds to step 504.
  • Step 504 to step 505 Send a short message to the child mobile phone to prompt the old mobile phone to initiate a remote assistance request, and include a link for the mobile phone registration.
  • the call ringing can be received, and then proceeds to step 507.
  • Step 506 Initiating a call ringing directly to the child's mobile phone
  • Step 507 After the child receives the call ringing, he can choose to cancel or confirm. When the cancellation is selected, the process proceeds to step 511; when the determination is made, the process proceeds to step 508.
  • Step 508 to step 510 The service assisting server will establish a remote assistance connection for the old mobile phone and the child mobile phone.
  • the child's mobile phone and the old mobile phone can be freely switched to display the screenshot of the local screen or the other party's mobile phone screen (not both parties can simultaneously display the other party's mobile phone screen).
  • N can be freely set by the user according to the current network environment
  • the screenshot will be automatically sent to the other party's mobile phone, and the other party can view it in real time.
  • both the elderly mobile phone and the child mobile phone can send the recording file through the server. Send it to the other party's mobile phone. If the recording is not heard, the recorded files received by both parties can be played repeatedly.
  • Step 511 When any of the child mobile phone or the elderly mobile phone selects to end, the remote assistance is terminated, and the service assisting server disconnects the mobile phones of both parties.
  • the method for assisting remote assistance between terminals, the service assistance server and the device, and the service assisting server receive the assistance request message sent by the helper terminal, and send the help information in the assistance request message to the corresponding assisting terminal;
  • the service assistance server receives the assistance request response returned by the assistance terminal, and sends the assistance information in the assistance request response to the help terminal.
  • the technical solution of the embodiment of the present invention implements a remote assistance manner to guide the other party to solve the problem encountered in the use of the terminal.

Abstract

一种实现终端之间远程协助的方法、业务协助服务器和装置，包括业务协助服务器接收求助终端发送的协助请求消息，并将协助请求消息中的求助信息发送至对应的协助终端；业务协助服务器接收协助终端返回的协助请求响应，并将协助请求响应中的协助信息发送至求助终端。本发明实施例的技术方案实现了通过远程协助的方式指导对方解决终端使用中遇到的问题。

Description

实现终端之间远程协助的方法、业务协助服务器和装置 技术领域
本发明实施例涉及终端应用领域，尤指一种实现终端之间远程协助的方法、业务协助服务器和装置。
背景技术
当前，移动终端如手机已经成为人们每天必不可少的工具，随着智能手机的发展，手机终端作为通讯、交流和娱乐的工具，手机终端的功能更加多元化，更加体现用户的体验性。当用户需要设置手机终端的某项功能或者体验某个应用程序时，如果因初次设置、设置步骤繁琐等原因无法完成功能设置或应用程序的体验时，需要通过外界帮助协助完成设置，但是，对于手机新用户尤其是老年用户，对一些新功能了解不多，或者遇到无法解决的问题时，而通常的联络方式如打电话或者发短信等，又很难准确描述问题时，只能联系厂家的售后来寻求帮助，流程复杂效率低，影响了解决问题的效率和用户的体验。
如果能通过远程协助来解决上述问题无疑是方便的，但是目前没有相关的具体实现技术方案。
发明内容
为了解决上述技术问题，本发明实施例提供一种实现终端之间远程协助的方法、业务协助服务器、装置和系统，能够有效解决终端远程协助的问题。
为了达到本发明目的，本发明提供了一种实现终端之间远程协助的方法，包括：
业务协助服务器接收求助终端发送的协助请求消息，并将协助请求消息中的求助信息发送至对应的协助终端；
业务协助服务器接收协助终端返回的协助请求响应，并将协助请求响应中的协助信息发送至求助终端。
可选地，该方法之前还包括：
所述业务协助服务器接收来自所述求助终端的求助注册请求，在求助注册请求中至少包括所述求助终端的标识；或者，
预先在所述业务协助服务器中对应存储所述求助终端的标识与与其对应的协助终端的标识。
可选地，所述协助请求消息中还包括协助终端的标识；所述业务协助服务器将所述协助请求消息发送至对应的协助终端包括：
所述业务协助服务器根据协助终端的标识，查询对应的协助终端是否可用；
所述业务协助服务器为所述求助终端和协助终端建立协助链路，通过协助链路将所述协助请求消息发送至对应的协助终端。
可选地，所述查询协助终端是否可用包括：
所述业务协助服务器检测所述协助终端是否已注册；当检测到所述协助终端已注册时，执行所述发送求助信息的步骤；
当检测到所述协助终端未注册时，向所述协助终端推送注册通知；在接收来自所述协助终端的协助注册请求后，执行所述发送求助信息的步骤。
可选地，所述协助请求消息包括：求助信息，或者求助信息和协助终端的标识；
其中，求助信息包括求助终端截图信息和/或求助语音信息。
可选地，所述协助请求响应包括：协助信息，或者协助信息和求助终端的标识；
可选地，该方法还包括：
所述请求终端或所述协助终端捕捉屏幕数据，将捕获到的截图信息作为所述求助信息；和/或，
所述请求终端或所述协助终端捕捉音频数据，将捕获到的求助语音信息作为所述求助信息。
本发明还提供了一种业务协助服务器，包括：
接收模块，设置为接收求助终端发送的协助请求消息；接收协助终端返 回的协助请求响应；
解析模块，设置为解析所述协助请求消息，获得协助请求消息中的求助信息；解析协助请求响应，获得协助请求响应中的协助信息；
发送模块，设置为将所述求助信息发送至对应的协助终端；将所述协助信息发送至求助终端。
可选地，所述接收模块，还设置为接收来自所述求助终端的求助注册请求，在求助注册请求中至少包括所述求助终端的标识。
可选地，所述求助注册请求包括有协助终端的标识；
还包括查询模块，设置为根据所述求助终端的标识，查询所述求助终端对应的协助终端的标识。
可选地，还包括建立模块，设置为为所述求助终端和协助终端建立协助链路。
可选地，还包括推送模块，设置为当检测到所述协助终端未注册时，向所述协助终端推送注册通知；相应地，
所述接收模块还设置为接收来自所述协助终端的协助注册请求，在协助注册请求中至少包括所述协助终端的标识。
可选地，所述查询模块具体设置为：
检测所述协助终端是否已注册，当检测到所述协助终端已注册时，通知所述发送模块发送所述求助信息；
当检测到所述协助终端未注册时，通知所述推送模块向协助终端推送注册通知；在接收来自所述接收模块的协助注册请求并完成注册，通知发送模块发送所述求助信息。
本发明又提供了一种支持远程协助的装置，设置在求助终端，至少包括第一收发模块，设置为向业务协助服务器发送协助请求消息；接收来自业务协助服务器返回的协助信息。
可选地，所述第一收发模块，还设置为向业务协助服务器发送求助注册请求，在求助注册请求中至少包括求助终端的标识。
可选地，还包括第一屏幕截图模块，和/或第一音频获取模块；其中，
第一屏幕截图模块，设置为捕捉屏幕数据，将捕获到的截图信息发送到第一收发模块；
第一音频获取模块，设置为捕捉音频数据，将捕获到的求助语音信息发送到第一收发模块。
可选地，所述协助请求消息包括：求助信息，或者求助信息和协助终端的标识；
其中，求助信息包括求助终端的所述截图信息和/或所述求助语音信息。
本发明实施例在提供了一种支持远程协助的装置，设置在协助终端，至少包括：第二收发模块，设置为接收业务协助服务器发送的求助信息；向业务协助服务器发送协助请求响应。
可选地，所述第二收发模块，还设置为接收到来自业务协调服务器的推送消息，向业务协助服务器发送协助注册请求，在协助注册请求中可选地，还包括：第二屏幕截图模块，和/或第二音频获取模块；其中，
第二屏幕截图模块，设置为捕捉屏幕数据，将捕获到的截图信息发送到第二收发模块；
第二音频获取模块，设置为捕捉音频数据，将捕获到的求助语音信息发送到第二收发模块。
可选地，还包括图片编辑模块，设置为根据用户的指令对来自所述第二屏幕截图模块的截图信息进行编辑，并将编辑后的截图信息发送给所述第二收发单元。
可选地，所述协助请求响应包括：协助信息，或者协助信息和求助终端的标识；
其中，协助信息包括协助终端的所述截图信息和/或所述协助语音信息。
与现有技术相比，本申请技术方案求助终端向业务协助服务器发送协助请求消息，业务协助服务器将协助请求消息中的求助信息发送至对应的协助终端；协助终端向业务协助服务器返回协助请求响应，业务协助服务器将协助请求响应中的协助信息发送至求助终端。本发明实施例提供的技术方案实 现了通过远程协助的方式指导对方解决终端使用中遇到的问题。
本发明的其它特征和优点将在随后的说明书中阐述，并且，部分地从说明书中变得显而易见，或者通过实施本发明而了解。本发明的目的和其他优点可通过在说明书、权利要求书以及附图中所特别指出的结构来实现和获得。
附图概述
此处所说明的附图用来提供对本发明的进一步理解，构成本申请的一部分，本发明的示意性实施例及其说明用于解释本发明，并不构成对本发明的不当限定。在附图中：
图1为本发明实施例中终端之间远程协助的系统的组成结构示意图；
图2为本发明实施例中业务协助服务器的组成结构示意图；
图3为本发明实施例中一种支持远程协助的装置的组成结构示意图；
图4为本发明实施例中另一种支持远程协助的装置的组成结构示意图；
图5为本发明实施例中终端之间远程协助的方法的具体实现流程示意图。
本发明的较佳实施方式
为使本发明实施例的目的、技术方案和优点更加清楚明白，下文中将结合附图对本发明的实施例进行详细说明。需要说明的是，在不冲突的情况下，本申请中的实施例及实施例中的特征可以相互任意组合。
结合图1所示，本发明实施例中实现终端之间远程协助的方法，包括：
业务协助服务器接收求助终端发送的协助请求消息，并将协助请求消息中的求助信息发送至对应的协助终端；
业务协助服务器接收协助终端返回的协助请求响应，并将协助请求响应中的协助信息发送至求助终端。
本发明实施例的技术方案实现了通过远程协助的方式指导对方解决终端使用中遇到的问题。
如果采用注册机制的话，该方法之前还包括：
业务协助服务器接收来自求助终端的求助注册请求，求助注册请求中至少包括求助终端的标识。
或者，如果采用非注册机制的话，该方法之前还包括：
预先在业务协助服务器中对应存储求助终端的标识与与其对应的协助终端的标识。这种情况下，在求助终端发起协助请求消息时，可以不必携带协助终端的标识，只需要根据协助请求消息中携带的求助终端的标识即可查找到对应的协助终端(如果为多个可以按照预先设置的优先级选择，或者由求助终端指定其中一个等等)。
进一步地，
协助请求消息中还包括协助终端的标识，业务协助服务器将协助请求消息发送至对应的协助终端包括：
业务协助服务器根据协助终端的标识，查询对应的协助终端是否可用；
业务协助服务器为求助终端和协助终端建立协助链路，通过协助链路将协助请求消息发送至对应的协助终端。
需要说明的是，求助终端注册在业务协助服务器的协助终端可以包括一个或一个以上。比如：求助终端所有者老王有两个儿子王甲和王乙，老王将自己的号码注册到业务协助服务器，当他的手机遇到问题，向业务协助服务器发起协助请求消息时，再在其中携带协助终端标识以告诉服务器，是向王甲求助还是王乙求助。
业务协助服务器与求助终端和协助终端的通信可以采用互联网形式，通过WIFI或者流量业务的方式完成业务协助服务器与求助终端和协助终端的通信。求助终端和协助终端发送或者接收消息时，可以采用短信形式、彩信形式或者呼叫振铃形式，或者利用现有的即时通讯工具或者邮件等方式。
求助终端的标识和协助终端的标识可为手机号码。
也就是说，本发明的协助请求消息可以包括：求助信息，或者求助信息和协助终端的标识，其中，求助信息包括求助终端截图信息和/或求助语音信息；
协助请求响应可以包括：协助信息，或者协助信息和求助终端的标识， 其中，协助信息包括协助终端截图信息和/或协助语音信息。
本发明方法还包括：
请求终端或协助终端捕捉屏幕数据，将捕获到的截图信息作为求助信息。这里，如何捕获屏幕数据以获得截图信息属于本领域技术人员的惯用技术手段，其具体实现并不用于限定本发明的保护范围，比如可以通过接收输入终端的外部指令，对屏幕数据进行捕获；和/或，
请求终端或协助终端捕捉音频数据，将捕获到的求助语音信息作为求助信息。这里，如何捕获音频数据以获得求助语音信息属于本领域技术人员的惯用技术手段，其具体实现并不用于限定本发明的保护范围，比如可以通过接收输入终端的外部指令，对音频数据进行捕获，这里不再赘述。
进一步地，查询协助终端是否可用包括：
业务协助服务器检测协助终端是否已注册；当检测到协助终端已注册即协助终端标识存储在业务协助服务器中时，执行发送求助信息的步骤；当检测到协助终端未注册即协助终端标识未存储在业务协助服务器中时，向协助终端推送注册通知；在接收来自协助终端的协助注册请求并注册成功后，执行发送求助信息的步骤，其中，协助注册请求至少包括协助终端的标识。
举例来看，比如：老王向王甲(即协助请求消息中携带的协助终端的标识为王甲的手机号码)求助，业务协助服务器先查询王甲的手机号是否已经在服务器注册：
如果王甲的手机号码未注册，则王甲会收到一条业务协助服务器发送的通知短信或邮件，比如“13812345678(老王手机号码)向您发起了协助请求，您可以在www.XX.com(下载网址)下载并安装到远程协助客户端软件”，而老王的终端上会返回一个提示窗，告诉老王王甲未注册，已经发送短信或邮件通知王甲，请老王稍后再试；
如果王甲手机号已注册，业务协助服务器向王甲发起连接请求，具体为：
要是王甲已安装客户端且已联网，王甲同意，则双方建立连接，正常开启远程协助；王甲拒绝或超时，则不建立远程协助，老王返回的提示窗显示因王甲拒绝请求或请求超时，连接失败；
要是王甲未安装客户端或未联网(可能最近刚换了个新手机)，业务协助服务器发起连接请求超时后会向王甲的手机号码发送上述通知短信或邮件；老王的终端上返回提示窗，告诉老王王甲未安装客户端或不在线，已经发送短信或邮件通知王甲，请老王稍后再试。
本发明实施例对于协助终端可以采用注册机制或者非注册机制，向协助终端推送注册通知时，可以采用短信方式或者利用现有的即时通讯工具或者邮件等方式。
如图2所示，一种业务协助服务器，包括：
接收模块，设置为接收求助终端发送的协助请求消息；接收协助终端返回的协助请求响应；
解析模块，设置为解析协助请求消息，获得协助请求消息中的求助信息；解析所述协助请求响应，获得协助请求响应中的协助信息；
发送模块，设置为将求助信息发送至对应的协助终端；将协助信息发送至求助终端。
优选地，接收模块，还设置为接收来自求助终端的求助注册请求，求助注册请求至少包括求助终端的标识。
优选地，协助请求消息包括有协助终端的标识，业务协助服务器还包括查询模块，设置为根据协助终端的标识，查询对应的协助终端是否可用。
优选地，业务协助服务器还包括建立模块，设置为为求助终端和协助终端建立协助链路。
优选地，业务协助服务器还包括：推送模块，设置为当检测到协助终端未注册时，向协助终端推送注册通知；相应地，接收模块还设置为接收来自协助终端的协助注册请求，协助注册请求至少包括协助终端的标识。
具体地，查询模块具体设置为：
检测协助终端是否已注册，当检测到协助终端已注册即协助终端标识存储在业务协助服务器中时，通知发送模块发送求助信息；
当检测到协助终端未注册即协助终端标识未存储在业务协助服务器中时，通知推送模块向协助终端推送注册通知；
在接收来自接收模块的协助注册请求并完成注册，通知发送模块发送所述求助信息。
如图3所示，支持远程协助的装置，设置在求助终端，至少包括第一收发模块，设置为向业务协助服务器发送协助请求消息；接收来自业务协助服务器接返回的协助信息。
优选地，第一收发模块，还设置为向业务协助服务器发送求助注册请求，求助注册请求至少包括求助终端的标识。
其中，协助请求消息包括：求助信息，或者求助信息和协助终端的标识，其中，求助信息包括求助终端截图信息和/或求助语音信息。
设置在求助终端的支持远程协助的装置还包括：第一屏幕截图模块，和/或第一音频获取模块；其中，
第一屏幕截图模块，设置为捕捉屏幕数据，将捕获到的截图信息发送到第一收发模块；这里，如何捕获屏幕数据以获得截图信息属于本领域技术人员的惯用技术手段，其具体实现并不用于限定本发明的保护范围，比如可以通过接收输入终端的外部指令，对屏幕数据进行捕获。
第一音频获取模块，设置为捕捉音频数据，将捕获到的求助语音信息发送到第一收发模块；这里，如何捕获音频数据以获得求助语音信息属于本领域技术人员的惯用技术手段，其具体实现并不用于限定本发明的保护范围，比如可以通过接收输入终端的外部指令，对音频数据进行捕获，这里不再赘述。
如图4所示，支持远程协助的装置，设置在协助终端，至少包括：第二收发模块，设置为接收业务协助服务器发送的求助信息；向业务协助服务器发送协助请求响应。
优选地，第二收发模块，还设置为接收到来自业务协调服务器的推送消息，向业务协助服务器发送协助注册请求，协助注册请求至少包括协助终端的标识。
其中，协助请求响应包括：协助信息，或者协助信息和求助终端的标识，其中，协助信息包括协助终端截图信息和/或协助语音信息。
设置在协助终端的支持远程协助的装置还包括：第二屏幕截图模块，和/或第二音频获取模块；其中，
第二屏幕截图模块，设置为捕捉屏幕数据，将捕获到的截图信息发送到第二收发模块；这里，如何捕获屏幕数据以获得截图信息属于本领域技术人员的惯用技术手段，其具体实现并不用于限定本发明的保护范围，比如可以通过接收输入终端的外部指令，对屏幕数据进行捕获，这里不再赘述。
第二音频获取模块，设置为捕捉音频数据，将捕获到的求助语音信息发送到第二收发模块；这里，如何捕获音频数据以获得求助语音信息属于本领域技术人员的惯用技术手段，其具体实现并不用于限定本发明的保护范围，比如可以通过接收输入终端的外部指令，对音频数据进行捕获。
设置在协助终端的支持远程协助的装置还包括图片编辑单元，设置为根据用户的指令对来自第二屏幕截图模块的截图信息进行编辑，并将编辑后的截图信息发送到第二收发模块。这里，如何对截图信息进行编辑属于本领域技术人员的惯用技术手段，如可以利用图片编辑工具，例如画笔工具、文字编辑工具、橡皮工具和框选工具等，具体实现并不用于限定本发明的保护范围，这里不再赘述。
本发明实施例的求助终端和协助终端相对于对方的称谓，本领域技术人员知道一个终端在向业务协助服务器或者其他终端求助时为求助终端，在接收业务协助服务器或者其他终端求助时为协助终端。
如图1所示，本发明实施例还提供了一种实现终端之间远程协助的系统，包括上述的业务协助服务器、求助终端和协助终端。
下面结合具体使用场景对本发明实施例进行详细描述。
图5为本发明实施例中终端之间远程协助的方法的具体实现流程示意图，假设本发明实施例中求助终端为老人使用的终端(尤其是手机，以下简称老人手机)，协助终端为子女使用的终端(尤其是手机，以下简称手机)。
本实施例中假设实现终端之间远程协助的系统包括老人手机、子女手机以及业务协助服务器，手机与业务协助服务器通过网络建立连接。这样，如果老人手机通过业务协助服务器向子女手机发起连接请求，子女手机同意后， 老人手机与子女手机即可将录音文件、图片文件发送给对方。同时，老人或子女手机对屏幕每进行一步操作或经过N秒(N可由用户根据当前网络环境情况自由设置)，都会自动将屏幕截图发送给对方手机，子女通过观看老人手机的截图了解问题的情况，之后在子女手机上进行演示并可添加语音说明。老人通过观看子女手机的屏幕截图和录音指导解决相应的问题。
另外，本发明实施例中，老人手机与子女连接后，双方手机上即可自由选择显示本机屏幕或是对方手机屏幕的截图(不可双方同时选择显示对方手机屏幕)。本发明实施例提供存储功能，如果录音没有听清，双方收到的录音文件可以反复播放。
如图5所示，具体包括：
步骤500：老人手机事先将手机号码在业务协助服务器注册，并可设置登录密码。
步骤501～步骤503：当老人手机需要远程协助时，选择子女手机号码通过互联网发送协助请求。业务协助服务器收到老人手机发送的子女手机号码后首先进行判断，当子女手机号码已在业务协助服务器注册时，进入步骤506；当子女手机号码未在业务协助服务器注册时，进入步骤504。
步骤504～步骤505：则向子女手机发送一条短信提示老人手机正在发起远程协助请求，并包含手机注册的链接。当子女手机通过链接注册成功后，即可收到呼叫振铃，之后进入步骤507。
步骤506：直接向子女手机发起呼叫振铃；
步骤507：子女收到呼叫振铃后，可选择取消或确定。当选择取消时，进入步骤511；当选择确定时，进入步骤508。
步骤508～步骤510：业务协助服务器将为老人手机和子女手机建立远程协助连接。连接建立后，子女手机和老人手机上均可自由切换显示本机画面或者对方手机画面的截图(不可双方同时选择显示对方手机屏幕)。当显示本机画面时，手机每进行一步操作或经过N秒(N可由用户根据当前网络环境情况自由设置)之后，都会自动将截图发送到对方手机上，对方可以实时查看。远程协助过程中，老人手机与子女手机均可通过服务器将录音文件发 送到对方手机，如果录音没有听清，双方收到的录音文件可以反复播放。
步骤511：当子女手机或老人手机中任何一方选择结束时，远程协助终止，业务协助服务器断开双方手机的连接。
以上所述，仅为本发明的较佳实例而已，并非用于限定本发明的保护范围。凡在本发明的精神和原则之内，所做的任何修改、等同替换、改进等，均应包含在本发明的保护范围之内。
工业实用性
本发明实施例提出的实现终端之间远程协助的方法、业务协助服务器和装置，包括业务协助服务器接收求助终端发送的协助请求消息，并将协助请求消息中的求助信息发送至对应的协助终端；业务协助服务器接收协助终端返回的协助请求响应，并将协助请求响应中的协助信息发送至求助终端。本发明实施例的技术方案实现了通过远程协助的方式指导对方解决终端使用中遇到的问题。

Claims (22)

  1. 一种实现终端之间远程协助的方法，其特征在于，包括：
    业务协助服务器接收求助终端发送的协助请求消息，并将协助请求消息中的求助信息发送至对应的协助终端；
    业务协助服务器接收协助终端返回的协助请求响应，并将协助请求响应中的协助信息发送至求助终端。
  2. 根据权利要求1所述的方法，其特征在于，该方法之前还包括：
    所述业务协助服务器接收来自所述求助终端的求助注册请求，在求助注册请求中至少包括所述求助终端的标识或者，
    预先在所述业务协助服务器中对应存储所述求助终端的标识与与其对应的协助终端的标识。
  3. 根据权利要求2所述的方法，其特征在于，所述协助请求消息中还包括协助终端的标识；所述业务协助服务器将所述协助请求消息发送至对应的协助终端包括：
    所述业务协助服务器根据协助终端的标识，查询对应的协助终端是否可用；
    所述业务协助服务器为所述求助终端和协助终端建立协助链路，通过协助链路将所述协助请求消息发送至对应的协助终端。
  4. 根据权利要求3所述的方法，其特征在于，所述查询协助终端是否可用包括：
    所述业务协助服务器检测所述协助终端是否已注册；当检测到所述协助终端已注册时，执行所述发送求助信息的步骤；
    当检测到所述协助终端未注册时，向所述协助终端推送注册通知；在接收来自所述协助终端的协助注册请求后，执行所述发送求助信息的步骤。
  5. 根据权利要求1所述的方法，其特征在于，所述协助请求消息包括：求助信息，或者求助信息和协助终端的标识；
    其中，求助信息包括求助终端截图信息和/或求助语音信息。
  6. 根据权利要求5所述的方法，其特征在于，所述协助请求响应包括：协助信息，或者协助信息和求助终端的标识；
    其中，协助信息包括协助终端截图信息和/或协助语音信息。
  7. 根据权利要求1、5或6所述的方法，其特征在于，该方法还包括：
    所述请求终端或所述协助终端捕捉屏幕数据，将捕获到的截图信息作为所述求助信息；和/或，
    所述请求终端或所述协助终端捕捉音频数据，将捕获到的求助语音信息作为所述求助信息。
  8. 一种业务协助服务器，其特征在于，包括：
    接收模块，设置为接收求助终端发送的协助请求消息；接收协助终端返回的协助请求响应；
    解析模块，设置为解析所述协助请求消息，获得协助请求消息中的求助信息；解析协助请求响应，获得协助请求响应中的协助信息；
    发送模块，设置为将求助信息发送至对应的协助终端；将协助信息发送至求助终端。
  9. 根据权利要求8所述的业务协助服务器，其特征在于，所述接收模块，还设置为接收来自所述求助终端的求助注册请求，在求助注册请求中至少包括所述求助终端的标识。
  10. 根据权利要求8或9所述的业务协助服务器，其特征在于，所述协助请求消息中包括有协助终端的标识；
    还包括查询模块，设置为根据所述协助终端的标识，查询对应的协助终端是否可用。
  11. 根据权利要求8或9所述的业务协助服务器，其特征在于，还包括建立模块，设置为为所述求助终端和协助终端建立协助链路。
  12. 根据权利要求8或9所述的业务协助服务器，其特征在于，还包括：推送模块，设置为当检测到所述协助终端未注册时，向所述协助终端推送注册通知；相应地，
    所述接收模块还设置为接收来自所述协助终端的协助注册请求，在协助注册请求中至少包括所述协助终端的标识。
  13. 根据权利要求12所述的业务协助服务器，其特征在于，所述查询模块具体设置为：
    检测所述协助终端是否已注册，当检测到所述协助终端已注册时，通知所述发送模块发送所述求助信息；
    当检测到所述协助终端未注册时，通知所述推送模块向协助终端推送注册通知；在接收来自所述接收模块的协助注册请求并完成注册，通知发送模块发送所述求助信息。
  14. 一种支持远程协助的装置，设置在求助终端，其特征在于：至少包括第一收发模块，设置为向业务协助服务器发送协助请求消息；接收来自业务协助服务器返回的协助信息。
  15. 根据权利要求14所述的装置，其特征在于，所述第一收发模块，还设置为向业务协助服务器发送求助注册请求，在求助注册请求中至少包括求助终端的标识。
  16. 根据权利要求13或14所述的装置，其特征在于：还包括第一屏幕截图模块，和/或第一音频获取模块；其中，
    第一屏幕截图模块，设置为捕捉屏幕数据，将捕获到的截图信息发送到第一收发模块；
    第一音频获取模块，设置为捕捉音频数据，将捕获到的求助语音信息发送到第一收发模块。
  17. 根据权利要求16所述的装置，其特征在于，所述协助请求消息包括：求助信息，或者求助信息和协助终端的标识；
    其中，求助信息包括求助终端的所述截图信息和/或所述求助语音信息。
  18. 一种支持远程协助的装置，设置在协助终端，其特征在于：至少包括：第二收发模块，设置为接收业务协助服务器发送的求助信息；向业务协助服务器发送协助请求响应。
  19. 根据权利要求18所述的装置，其特征在于：所述第二收发模块，还 设置为接收到来自业务协调服务器的推送消息，向业务协助服务器发送协助注册请求，在协助注册请求中至少包括协助终端的标识。
  20. 根据权利要求18或19所述的装置，其特征在于：还包括：第二屏幕截图模块，和/或第二音频获取模块；其中，
    第二屏幕截图模块，设置为捕捉屏幕数据，将捕获到的截图信息发送到第二收发模块；
    第二音频获取模块，设置为捕捉音频数据，将捕获到的求助语音信息发送到第二收发模块。
  21. 根据权利要求20所述的装置，其特征在于：还包括图片编辑模块，设置为根据用户的指令对来自所述第二屏幕截图模块的截图信息进行编辑，并将编辑后的截图信息发送给所述第二收发单元。
  22. 根据权利要求20所述的装置，其特征在于，所述协助请求响应包括：协助信息，或者协助信息和求助终端的标识；
    其中，协助信息包括协助终端的所述截图信息和/或所述协助语音信息。
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