JP5714546B2 - Operator system, remote support method, and program for operator system - Google Patents

Description

  The present invention relates to an operator system, a remote support method, and an operator system program that perform remote support and remote monitoring using a user terminal and an operator server connected via a communication network.

  In recent years, various services are provided to users by connecting a user terminal connected to a public network to a Web server or the like. In particular, with the advent of smartphones (high-function mobile phones), it has become possible to perform advanced services that have been provided for personal computers with mobile phones.

  In addition, various functions are installed in the smartphone itself, not the service provided by the server. Therefore, it often takes time for the user to become familiar with all the functions installed. For example, even if a function desired by the user is mounted on a smartphone, the method of setting the function is unknown, so that the user cannot use the function.

  Therefore, in order to make maximum use of such advanced Web services and advanced smartphone functions, the user needs to be familiar with setting operations and functions for the smartphone. Furthermore, when a user unfamiliar with the operation makes settings for the terminal for the first time, setting information that should not be deleted is often deleted, or errors are caused by inappropriate settings. .

  In order to deal with such a problem, in Patent Document 1, the screen information of each client to be supported is acquired on the server side, and this screen information is always displayed in a list on the server, thereby supporting and monitoring the client. Increasing efficiency is disclosed. Patent Document 2 discloses an operator system in which an operator server receives screen data displayed on a display unit from a user terminal and sequentially displays up to the number that can be displayed on a predetermined display unit.

Japanese Patent Laid-Open No. 2003-6062 JP 2006-108947 A

  Here, it is known that a remote operation is performed by performing remote login or the like from a terminal that performs remote support to a user terminal that receives support and sharing a screen in real time. That is, the screen displayed on the user terminal is sequentially transferred and displayed on the operator terminal, and when the operator terminal is operated, an input operation (remote operation) is performed as if the user terminal is operated. Can be performed.

  However, the operator who operates the operator terminal may have a problem with the device connected to the remote login device instead of the remote login device as a result of the remote login. is there. For example, when connecting a supported smartphone to a home wireless LAN, it is necessary to set the service set identifier (SSID). At this time, browse and operate the SSID setting of the wireless router. Need arises. However, logging in only to the smartphone does not solve the problem.

  Therefore, the present inventor has paid attention to whether or not a device (here, a smartphone) that is a support target can be used to operate or view a device that is communicably connected to the device.

  Furthermore, when multiple devices such as the above are connected, the information displayed on each screen is displayed by switching on the operator terminal one by one when it takes time or there are many similar screens. There may be inconveniences such as cluttered information. Therefore, the present inventor has focused on the point that the operator server can improve the efficiency of remote support by displaying a plurality of screen data on a predetermined screen.

  In view of these problems, the present invention uses a user terminal and an operator server connected via a communication network, and is not a target device accessed by an operator terminal, but is connected to be communicable with the device. If there is a problem with the other device, the target device accessed by the operator terminal can be used to enable setting operation of the other device and viewing of the device status. An object is to provide an operator system for displaying screen data, a remote support method, and a program for the operator system.

  The present invention provides the following solutions.

The invention according to the first aspect comprises a user terminal that is communicably connected to an electrical appliance via a local area network and receives remote support from an operator server that is communicably connected via a public network, An operator system comprising an operator server and an operator terminal connected to be communicable with the operator server,
The user terminal is
According to an instruction from the operator terminal, an appliance detection means for detecting an appliance connected to a local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
Via the operator server, based on the model-related information determined, an operator assistant means that enables either the setting operation of the electrical appliance from the operator terminal or the viewing of the equipment status,
The operator server is
Screen data receiving means for receiving reception of screen data related to setting operations or device status browsing of the plurality of appliances from the user terminal;
Screen data integration means for integrating a plurality of screen data received by the screen data receiving means as one screen data;
The predetermined display section, wherein the operator terminal comprises a one screen data integrated by said screen data merging unit and the screen data generating means for generating data for Table Shimesuru,
An operator system is provided.
In the invention according to the second feature, the operator server comprises:
Information acquisition means for acquiring information relating to the displayable area of the predetermined display unit;
Virtual screen drawing means for drawing the screen data on a virtual screen based on the screen data received by the screen data receiving means,
The screen data generation means is integrated by the screen data integration means based on the information about the displayable area acquired by the information acquisition means and the drawing result on the virtual screen drawn by the virtual screen drawing means. An operator system that is an invention according to a first feature realized by generating data for displaying one screen data is provided.
According to a third aspect of the invention, the operator terminal is
Data for displaying one screen data generated by the screen data generating means is received, and a reception data area for displaying the received data and a work area for displaying its own data are displayed on the predetermined display unit. An operator system which is an invention according to the first or second feature realized by displaying is provided.

According to the first aspect of the invention, a user terminal that is communicably connected to an electrical appliance via a local area network and receives remote support from an operator server that is communicably connected via a public line network; In the operator system including the operator server and an operator terminal connected to be communicable with the operator server, the user terminal is connected to the user terminal in accordance with an instruction from the operator terminal. The appliance connected to the local area network is determined, model-related information of the detected appliance is determined, and from the operator terminal via the operator server, based on the determined model-related information Either the setting operation of the electric appliance or the browsing of the device status is enabled. In addition, the operator server receives, from the user terminal, reception of screen data related to setting operations of the plurality of appliances or browsing of device status, and the plurality of screen data received by the screen data receiving unit is stored as one screen data. Integrated as
Wherein the predetermined display unit provided in the operator terminal, the one screen data integrated by said screen data merging unit generates data for Table Shimesuru.
According to the second aspect of the invention, in the operator system according to the first aspect of the invention, the operator server acquires information relating to a displayable area of the predetermined display unit, and the screen data receiving means Based on the received screen data, the screen data is drawn on the virtual screen, and the screen data generation means is drawn by the virtual screen drawing means and information on the displayable area acquired by the information acquisition means. One screen data integrated by the screen data integration means is displayed based on the drawing result on the virtual screen.
According to the third aspect of the invention, in the operator system according to the first or second aspect of the invention, the operator terminal receives data for displaying one screen data generated by the screen data generation means. The received data area for displaying the received data and the work area for displaying its own data are displayed on the predetermined display unit.

  The invention according to the first feature is an operator system category, but the same effects and advantages are also obtained in the remote support method and the operator system program category.

According to a fourth feature of the present invention, the operator assistant means uses the proxy function of the user terminal to perform setting operation of the electrical appliance connected to the local area network or browsing of the device status. An operator system that is an invention according to any one of the first to third features realized by displaying a setting page of the electrical appliance that can be browsed only via a network is provided.

According to the invention of the fourth aspect, the operator system invention is according to the first to third any feature, viewing setting operation or device status of the appliances the connected to a local area network Using the proxy function of the user terminal, the setting page of the electrical appliance that can be browsed only through the local area network is displayed.

According to a fifth aspect of the invention, the operator assistant means implements a setting operation of an electrical appliance connected to the local area network or browsing of a device status using a screen transfer function of the user terminal. An operator system according to any one of the first to third aspects is provided.

According to the invention of the fifth aspect, in the operator system is the invention according to the first to third one feature, the operator assistance unit, the setting operation of the appliance, wherein connected to the local area network Alternatively, the device status can be browsed using the screen transfer function of the user terminal.

According to a sixth feature of the present invention, the appliance determination means includes the operator system according to any one of the first to fifth features, wherein the appliance-related information is acquired from an operator server connected to be communicable. provide.

According to the sixth aspect of the invention, in the operator system according to any one of the first to fifth characteristics, the model related information of the electrical appliance is acquired from an operator server that is communicably connected.

According to a seventh aspect of the invention, the operator server includes network map display means for displaying a network map relating to the user terminal, the local area network, and the electrical appliance based on the model-related information of the electrical appliance. An operator system according to any one of the first to sixth features is provided.

According to the seventh aspect of the invention, in the operator system according to any one of the first to sixth aspects, the operator server is configured so that the user terminal and the local area are based on the model-related information of the appliance. A network map regarding the network and the appliance is displayed.

According to an eighth aspect of the present invention, there is provided a user terminal that is communicably connected to an electrical appliance via a local area network and receives remote support from an operator server that is communicably connected via a public line network, A method executed by an operator system including an operator server and an operator terminal connected to be communicable with the operator server,
The user terminal is
In response to an instruction from the operator terminal, detecting an electrical appliance connected to a local area network to which the user terminal is connected;
Determining model-related information of the detected appliance;
Through the operator server, based on the model-related information determined, enabling either the setting operation of the electrical appliance from the operator terminal or the viewing of the equipment status, and
The operator server is
Receiving from the user terminal screen data related to a plurality of electric appliance setting operations or device status browsing;
Integrating a plurality of screen data received by the screen data receiving means as one screen data;
A step in which the a predetermined display unit provided in the operator terminal, the one screen data integrated by said screen data merging unit for generating a table Shimesuru data,
Provide a way to perform.

The invention according to the ninth aspect includes a user terminal that is communicably connected to an electrical appliance via a local area network and receives remote support from an operator server that is communicably connected via a public network, In an operator system composed of an operator server and an operator terminal connected to be communicable with the operator server,
Detecting an electrical appliance connected to a local area network to which the user terminal is connected in response to an instruction from the operator terminal;
Determining model-related information of the detected appliance;
Enabling either setting operation of the electrical appliance from the operator terminal or browsing of the device status based on the model-related information determined via the operator server;
As a user terminal program to be executed by the user terminal which is a computer,
Receiving from the user terminal screen data related to a plurality of electric appliance setting operations or device status browsing;
Integrating a plurality of screen data received by the screen data receiving means as one screen data;
Wherein the predetermined display unit provided in the operator terminal generates a table Shimesuru data one screen data integrated by said screen data merging unit step,
As an operator server program to be executed by the operator server which is a computer,
An operator system program comprising:

  According to the present invention, when there is a problem not with the target device accessed by the operator terminal but with other devices communicably connected to the device, by using the target device accessed by the operator terminal, The setting operation of the other device and the browsing of the device status can be performed, and screen data of a plurality of devices can be displayed on a predetermined display unit.

1 is an overall configuration diagram of an operator system 1. FIG. FIG. 2 is a functional block diagram of the operator server 200, the portable terminal 10, and the operator terminal 150. FIG. 3 is a flowchart showing remote support processing executed by the operator server 200, the portable terminal 10, and the operator terminal 150. FIG. 4 is a flowchart showing an appliance access process executed by the portable terminal 10 and the appliance 50. FIG. 5 is a screen image diagram (support information screen) displayed on the operator terminal 150. FIG. 6 is a screen image diagram (network map screen) displayed on the operator terminal 150. FIG. 7 is a screen image diagram (network map screen: including device information icon) displayed on the operator terminal 150. FIG. 8 is a setting page address list stored in the operator server 200. FIG. 9 is a flowchart showing a setting page acquisition process executed by the operator server 200, the portable terminal 10, and the electrical appliance 50. FIG. 10 is a screen image diagram (setting page) displayed on the operator terminal 150. FIG. 11 is a screen image diagram (setting page) displayed on the portable terminal 10. FIG. 12 is a conceptual diagram for explaining a proxy function realized by the portable terminal 10. FIG. 13 is a flowchart showing a setting operation screen generation process executed by the operator server 200. FIG. 14 is an example of a display unit of the operator terminal 150 that displays the generated setting operation screen.

  Hereinafter, the best mode for carrying out the present invention will be described with reference to the drawings. This is merely an example, and the technical scope of the present invention is not limited to this.

[System configuration of operator system]
FIG. 1 is a system configuration diagram of an operator system 1 which is a preferred embodiment of the present invention. The operator system 1 includes a portable terminal 10, electrical appliances 50 a, b, c (hereinafter, simply “50” unless otherwise specified), an operator server 200, a public line network 3 (Internet network, third generation, fourth A generation communication network) and an operator terminal 150.

  The portable terminal 10 is communicably connected to the operator server 200 via the public line network 3. The portable terminal 10 and each electrical appliance 50 are connected via a LAN (Local Area Network). The operator server 200 and the operator terminal 150 may be connected via a local area network or may be connected via the public line network 3. The communication in the operator system 1 may be wireless communication or wired communication. In order for the portable terminal 10 to connect to the public line network 3, communication may be possible via a network device such as a router.

  The portable terminal 10 may be a general information terminal for a user to receive support, and is an information device or an electrical appliance having functions to be described later. The portable terminal 10 may be white goods such as a refrigerator and a washing machine in addition to a network device such as a mobile phone, a smartphone 10b, a composite printer, a television 10a, a router or a gateway, and a computer 10c. It may be a general information appliance such as a telephone, a netbook terminal, a slate terminal, an electronic book terminal, an electronic dictionary terminal, a portable music player, and a portable content playback / recording player.

  The electrical appliance 50 is a home or business electrical appliance capable of performing data communication. For example, in addition to a personal computer 50c, a television 50b, a telephone, and a computer, a mobile phone, a portable information terminal, and a netbook terminal Slate terminals, electronic book terminals, portable music players, audio components, content playback / recording players, printers, FAX machines, copiers, scanners, MFPs (multifunctional peripheral devices, multifunction printers), etc. Including white goods such as refrigerators, washing machines, dishwashers / dryers, electric fans, air conditioners, electric heaters, rice cookers, microwave ovens, electric lighting, servers, routers 50a, gateways, NAS (Network Attached Storage), etc. .

  The operator server 200 is a server that has the functions described later, relays data processing between the portable terminal 10 and the operator terminal 150, and performs various processes.

  The operator terminal 150 is a general information terminal used by an operator who supports the portable terminal 10.

[Description of each function]
FIG. 2 is a diagram illustrating the functional blocks of the operator terminal 150, the operator server 200, and the portable terminal 10 and the relationship between the functions.

  The portable terminal 10 and the operator terminal 150 include a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like as control units, and the communication unit conforms to, for example, IEEE 802.11. WiFi (Wireless Fidelity compatible device or wireless device compliant with IMT-2000 standard such as 3rd generation mobile communication system) (wired LAN connection may be used).

  Furthermore, the portable terminal 10 and the operator terminal 150 include, as an output / input unit, a display unit that outputs and displays data and images controlled by the control unit, and a touch panel or a keyboard that receives input from a user or a supporter, A mouse is provided. In addition, the portable terminal 10 and the operator terminal 150 include a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  In the portable terminal 10, the appliance access module 13 and the remote support module 15 are realized in cooperation with the communication unit, the output / input unit, and the storage unit by the control unit reading a predetermined program. The appliance access module 13 includes an appliance detection module 11 that detects an appliance 50 that is communicably connected, and an appliance determination module 12 that determines the detected appliance 50. The remote support module 15 includes an operator assistant module 16 for assisting an operator's operation.

  Similarly, the electrical appliance 50 includes a CPU, a RAM, a ROM, and the like as a control unit, and an IMT-2000 standard such as a WiFi compatible device compliant with IEEE 802.11 or a third generation mobile communication system as a communication unit. A wireless device or the like conforming to the above (including a wired LAN connection). In addition, the electrical appliance 50 may include a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  Furthermore, the electrical appliance 50 may include a display unit that outputs and displays data and images controlled by the control unit as an output / input unit, and includes a touch panel, a keyboard, a mouse, and the like that receive input from a user or supporter. You may prepare.

  In the electrical appliance 50, a response module 51 that responds to a packet transmitted from the portable terminal 10 in cooperation with the communication unit, the output / input unit, and the storage unit when the control unit reads a predetermined program. A setting page providing module 52 that provides a setting page to be described later, a device status transmitting module 53 that transmits the device status of the electrical appliance 50 to the portable terminal 10, and a program execution module 54 that executes a predetermined program are realized.

  Similarly, the operator server 200 includes a CPU, a RAM, a ROM, and the like as a control unit, and includes, for example, a WiFi compatible device compliant with IEEE 802.11 (may be wired) as a communication unit. In addition, the operator server 200 includes a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  When the control unit of the operator server 200 reads a predetermined program, the remote support module 201 for the operator to perform remote support using the operator terminal 150 is realized in cooperation with the communication unit and the storage unit. The remote support module 201 receives a setting operation reception module 202 that receives an operation from the operator terminal 150, a network map generation module 203 that generates a network map of a local area network to which the portable terminal 10 belongs, and a setting page described later. A screen data receiving module 204, and a screen data generating module 205 that generates a setting operation screen by integrating a plurality of setting operation screens.

  Similarly, the operator terminal 150 includes a CPU, a RAM, a ROM, and the like as a control unit, and includes, for example, a WiFi compatible device compliant with IEEE 802.11 (may be wired) as a communication unit. In addition, the operator terminal 150 includes a display unit that outputs and displays data and images controlled by the control unit.

  When the control unit of the operator terminal 150 reads a predetermined program, the screen data display module 151 for displaying the screen data received from the operator server 200 is realized in cooperation with the communication unit and the display unit.

[Remote support processing]
FIG. 3 is a flowchart of remote support processing executed by the portable terminal 10, the operator server 200, and the operator terminal 150. The processing performed by the module of each device described above will be described together with this processing.

  The portable terminal 10 receives an operation requesting support from the user (step S01). For example, an application for receiving remote support is installed in the portable terminal 10, and an operation for starting this application is received from a user, a predetermined web page is accessed from a predetermined portable terminal 10, By sending a message, the operator server 200 is requested for support.

  When the portable terminal 10 receives an operation for requesting support from the user (step S01: “YES”), the portable terminal 10 connects to the operator server 200 to indicate that there is a support request. The server 200 is notified and the process proceeds to step S02. When the portable terminal 10 does not accept an operation for requesting support from the user (step S01: “NO”), the process of step S01 is looped.

  Next, the remote support module 201 of the operator server 200 accepts a support request from the operator terminal 150 (step S02). That is, the remote support module 201 notifies one or a plurality of operator terminals 150 that a support request has been made, and accepts a remote support start instruction from the operator terminals 150.

  Next, when the operator terminal 150 receives a remote support start instruction from the operator to the portable terminal 10 (step S03), the operator server 200 connects the operator terminal 150 and the portable terminal 10. Here, the screen information displayed on the display unit of the portable terminal 10 may be visible on the operator terminal 150 like a remote operation from an operator by remote login to a general terminal. The portable terminal 10 may be remotely operated from the operator terminal 150. When the operator terminal 150 is connected to a plurality of portable terminals 10, the screen information displayed on the display sections of the plurality of portable terminals 10 is simultaneously displayed on the display section of the operator terminal 150. Also good.

  Up to this processing, the operator terminal 150 can execute support processing for the portable terminal 10. For example, support information 61 as shown in FIG. 5 is displayed on the display unit of the operator terminal 150. That is, when the user of the portable terminal 10 performs user registration in advance, customer information is output, or screen information displayed on the display unit of the portable terminal 10 is displayed. However, when the operator supports the portable terminal 10, it is assumed that the electrical appliance 50 connected to be communicable with the portable terminal 10 has a problem. For example, when the portable terminal 10 cannot connect to the Internet, there is no problem with the communication setting of the portable terminal 10, but there is a setting problem with the router 50 a that is the electrical appliance 50. Processing in this case will be described below.

  The operator terminal 150 receives a browsing instruction for the electrical appliance 50 (in this case, the router 50a) from the operator (step S04). The browsing instruction is an instruction received from an operator in order to browse information of the electrical appliance 50 connected to the portable terminal 10 so as to be communicable. As an example of the browsing instruction, a browsing instruction of a network map including the appliance 50 is applicable. For example, the operator instructs the operator terminal 150 to view the network map of the network to which the portable terminal 10 is connected in a window (tab) different from the support information 61 in FIG. Further, not only the browsing instruction of the network map but also the browsing instruction of the electric appliance 50 may be accepted.

  When the operator terminal 150 receives a browsing instruction for the electrical appliance 50 from the operator (step S04: “YES”), the process proceeds to step S05. Until the browsing instruction for the electrical appliance 50 is received from the operator (step S04: “NO”), the process waits by repeating step S04.

  Next, the remote support module 201 of the operator server 200 issues an electric appliance detection instruction to the electric appliance access module 13 of the portable terminal 10 (step S05). The electric appliance detection instruction is a process of instructing the electric appliance detection module 11 of the portable terminal 10 to detect the electric appliance 50 that is communicably connected to the portable terminal 10 via the local area network.

  The appliance access module 13 of the portable terminal 10 receives the appliance detection instruction from the operator server 200 and executes the appliance access process (step S06). The appliance access process is a process executed by the portable terminal 10 and the appliance 50, and will be described with reference to FIG.

[Electronic product access processing]
The appliance access process is a process in which the portable terminal 10 determines model-related information of the appliance 50 by transmitting and receiving a predetermined packet. The model related information is information on the type of device such as the model name and manufacturer name of the electrical appliance 50. This process may use a process for determining the type of electrical appliance connected via a network by transmitting and receiving packets as disclosed in Japanese Patent Application Laid-Open No. 2010-97587. Below, the process which determines model related information by the method disclosed by this application is demonstrated.

  The appliance detection module 11 of the portable terminal 10 transmits a detection packet to the appliance 50 (step S20). The detection packet may be a packet transmitted from a command such as Ping. Each electrical appliance 50 that has received the detection packet performs detection response processing by responding to the transmitted packet with an IP address (step S21).

  After detecting the electrical appliance 50, the electrical appliance determination module 12 of the portable terminal 10 transmits a request packet to the detected electrical appliance 50 (step S22). The request packet is a packet for the portable terminal 10 to determine the model related information of the electrical appliance 50.

  The request packet may be, for example, a command such as ARP (Address Resolution Protocol), NETSTAT, ICMP (Internet Control Message Protocol), or SNMP (Simple Network Management Protocol), and uPnP (Universal Pligate). A network compliant protocol may be used.

  The electrical appliance 50 transmits a response packet to the transmitted request packet (step S23). For example, a MAC address (Media Access Control Address) is acquired as a response as a response to the ARP command. Further, the port number and port occupancy rate of the TCP / IP port in use are determined by the NETSTAA command.

  Based on these request packets, the electrical appliance determination module 12 of the portable terminal 10 determines the model related information of the electrical appliance 50 that has received the request packet (step S24). The model-related information is determined by scoring the response packet.

  As an example, a description will be given of determining whether the model-related information of the electrical appliance 50 is either the model name A or the model name B. In model names A and B, a response packet received in this model and the corresponding score are stored as definition files in advance. For example, in the case of the model name A, when such a response packet is received with a response packet (TCP port No. 5000 is in use) with respect to the request packet (NETSTAT), the score is added by one. The definition of 0 point for other responses is determined in the definition file for a plurality of request packets (not only NETSTAT but other response packets such as ARP). Here, the response packet received from the electrical appliance 50 is scored with the definition of the definition file of model name A and the definition file of model name B, and the model name of the definition file with a high score. Is determined as model-related information.

  For example, in the case of the model name A, when such a response packet is received with a response packet (TCP port No. 5000 is in use) with respect to the request packet (NETSTAT), the score is added by one. In the case of other responses, the definition is 0. On the other hand, in the case of model name B, the response packet (TCP port number 5000 is not used) is used in response to the request packet (NETSTAT). If a response packet is received, the score is added by one, but if it is another response, the definition is 0 points.

  In this case, if a response packet (TCP port No. 5000 is unused) is received from the electrical appliance 50, the model name A definition file calculates 0 points, and the model name B definition file calculates, Since it is one point, it is determined that the model name B is model related information. In this example, the model name B is determined only by NETSTAT in the request packet, but other request packets (for example, ARP) are also scored in the same manner, and the total score of the NETSTAT score and the ARP score is obtained. The model related information is determined.

  Note that the above definition file is not stored in the portable terminal 10, but is stored in the operator server 200, and the response packet received from the electrical appliance 50 by the portable terminal 10 is transmitted to the operator server 200. Then, the operator server 200 may be requested for model related information. In this case, the operator server 200 determines the model related information in response to the request. Then, the electrical appliance determination module 12 of the portable terminal 10 acquires the model-related information determined by the operator server 200 and performs subsequent processing. On the other hand, the operator server 200 may execute the network map generation process from step S08 without transmitting the model-related information determined by the operator server 200 to the portable terminal 10.

  When the operator assistant module 16 of the portable terminal 10 determines the model related information, it transmits it to the operator server 200 (step S07). When model related information is determined for a plurality of electrical appliances 50, the model related information of each electrical appliance 50 is transmitted.

  The network map generation module 203 of the operator server 200 generates a network map based on the model related information (step S08). An icon for an electric appliance (hereinafter, “electric appliance icon”) to be displayed on the network map is stored in advance in association with the model-related information in the operator server 200. Therefore, the received model-related information is stored in the operator server 200. Based on this, the corresponding electrical appliance icon is extracted to generate a network map, and the electrical appliance 50 connected to the local area network is represented by a circle or the like and connected to the public line network 3. An icon such as a cloud is used, and the operator server 200 transmits the generated network map to the operator terminal 150.

  The operator terminal 150 receives and displays the transmitted network map (step S09). As an example, the network map is configured as shown in FIG. In the operator terminal 150, a plurality of window tabs are provided in the remote support window, support information 61 and a network map 62 are provided, and display selection is possible by operator selection. The network map is displayed with appliance icons 70a-b. For example, in the router 50a, the model related information is determined to be “NW-01”, and the electrical appliance icon 70a corresponding to this is displayed. The portable terminal 10 may also be displayed with an icon 80.

  As illustrated in FIG. 7, the device status of each electrical appliance 50 and the portable terminal 10 may be displayed around the corresponding device icon on the network map. The device status is information on the device, for example, the failure status of the electrical appliance 50, the execution status of the program, the installation progress status of the program, the presence or absence of a setting page to be described later, and simple information explaining the electrical appliance 50 It is. In the setting page described later, the device status includes the setting status of the electrical appliance 50.

  For example, the portable terminal 10 may not be able to determine the model related information despite detecting the electrical appliance 50. In this case, the electrical appliance 50 displays an unknown icon 72 on the electrical appliance icon 70c in order to indicate that there is a problem that the model-related information cannot be determined. Moreover, although the model related information could not be determined, the information acquired from the electrical appliance 50 is displayed as simple information by the request packet. This is displayed, for example, on the network map as an icon 71 indicating the presence or absence of simple information, or the simple information itself is displayed on the network map.

  For obtaining the device status, a device status transmission module 53, which is a program installed in the electrical appliance 50 in advance, may be used. The device status transmission module 53 has a function of periodically acquiring the device status of the electrical appliance 50 and transmitting it to the portable terminal 10.

  On the other hand, as described later, when there is a setting page corresponding to the electrical appliance 50, a setting page icon 73 is displayed. When a predetermined program is executed or installed in the electrical appliance 50, a graph indicating the progress of the installation or execution is displayed as the icon 81.

[Setting page acquisition processing]
Next, the operator server 200, the portable terminal 10, and the electrical appliance 50 execute a setting page acquisition process (step S10).

  The setting page is a Web page provided by the electrical appliance 50, and enables browsing and setting operations of the device status of the electrical appliance 50. For example, the router 50a itself can function as a local Web server, so that the setting page of the router 50a can be viewed and input from another device.

  That is, by inputting the URL address or IP address provided by the router 50a as a private address to the Web browser of the personal computer 50c that is communicably connected to the router 50a via the local area network, The setting page is displayed on the web browser of the personal computer 50c. The user can browse and input the setting page via the Web browser. As will be described later, normally, the setting page cannot be viewed or input from a device connected to the public line network 3 (a device having only a global address).

  First, the screen data receiving module 204 of the operator server 200 refers to the setting page address list as shown in FIG. 8 and searches for the setting page address based on the model related information transmitted from the portable terminal 10. (Step S30). The setting page address list is a list in which model-related information is associated with the URL address or IP address of the setting page. For example, when the model related information is “NW-01”, the setting page address is “http://192.168.1.1”.

  Also, as shown in FIG. 8, the model-related information and the URL address or IP address of the setting page may be associated with an ID and a password for browsing and inputting the setting page. These IDs and passwords are set in the appliance 50 by default, and may be IDs and passwords described in a manual or the like. By using this, even when the user does not know the default ID and password, the setting page can be viewed and input.

  Next, the setting operation reception module 202 of the operator server 200 transmits the setting page address to the portable terminal 10. At this time, if the ID and password are stored in the setting page address list, the ID and password are transmitted together. In this case, the next step S31 is not executed.

  If the ID and password are not stored in the setting page address list, the setting page providing module 52 of the portable terminal 10 acquires the ID and password stored in the portable terminal 10 itself (step S31). That is, in this case, the user stores the ID and password of the setting page in the portable terminal 10.

  The operator assistant module 16 of the portable terminal 10 accesses the electrical appliance 50 based on the received setting page address (step S32). In response to this, the setting page providing module 52 of the electrical appliance 50 functions as a Web server and transmits the setting page to the portable terminal 10 (step S33). When the portable terminal 10 receives the setting page, the portable terminal 10 inputs the acquired ID and password, responds to the electrical appliance 50, and performs login processing to the setting page.

  Next, the portable terminal 10 transmits a setting page to the operator server 200 by proxy processing (step S34). This proxy process will be described with reference to FIG. The appliance 50 is connected to the portable terminal 10 via a local area network. The appliance 50 has a private address (192.168.1.1), and the portable terminal 10 has a private address (192.168.168). 1.50). The data of the setting page is transmitted to the portable terminal 10 using the private address as the data A of the electric appliance 50 as a transmission source.

  On the other hand, the portable terminal 10 and the operator server 200 are connected by the public network 3 and are connected by a global address. The portable terminal 10 has a global address (210.0.0.218), and the operator server 200 has a global address (210.0.0.1). The portable terminal 10 changes the transmission source to the portable terminal 10 with the data A as the data B, and transmits it to the operator server 200 using the global address.

  The operator server 200 receives the setting page by this proxy process (step S35).

  Here, when the operator terminal 150 supports a plurality of electrical appliances 50 connected to the portable terminal 10, the operator sets other electrical appliances while monitoring the work instructed to the electrical appliance. It is necessary to switch the screen to be displayed frequently, such as performing an operation, and this may take much time. In addition, when the interface of each setting screen is made common, there is a high possibility of misidentifying which electrical appliance is currently being operated.

  Therefore, the screen data generation module 205 of the operator server 200 executes the setting page acquisition process for each appliance 50 to be supported, and integrates the setting pages as one setting operation screen. The screen data display module 151 of the operator terminal 150 displays the plurality of setting pages on the display unit to assist the operator work.

  That is, every time reception of the setting page is completed, the operator server 200 confirms whether or not the setting page has been received for all the appliances 50 to be supported (step S36). If the setting page has not been received for all the appliances 50 yet (step S36: NO), the processing from step S30 to step S35 is repeatedly executed for each appliance 50 that has not been received.

  When the setting pages have been received for all the appliances 50 (step S36: YES), the setting operation screen generation process is executed using the plurality of setting pages (step S37). Here, the appliance 50 to be supported may be automatically determined based on the model-related information, or may be determined by the setting of the user or operator.

[Generation process of setting operation screen]
A setting operation screen generation process executed by the operator server 200 will be described with reference to FIG. First, the screen data generation module 205 of the operator server 200 acquires information related to a displayable area of a predetermined display unit that displays the setting operation screen, that is, the display unit included in the operator terminal 150 (step S40). Specifically, the information regarding the displayable area is the resolution and shape of the area where the setting operation screen to be generated can be displayed, and may be stored in advance in the storage unit of the operator server 200 or the operator terminal 150. You may receive information from.

  Next, the screen data generation module 205 draws each received setting page on the virtual screen (step S41). If the received setting page is a Web page and is described in a general HTML format, CSS format, JavaScript language, or the like, before displaying the setting page as an image, the size of each element in the page Is needed to determine the appropriate screen size. This process may not be executed when the setting page is transmitted from the beginning together with the designation of the image format and screen size.

  Next, the screen data generation module 205 determines the arrangement and size of each setting page by using the displayable area information of the predetermined display unit and the drawing result on the virtual screen (step S42). Based on the arrangement and size, a plurality of setting pages are integrated as one screen (step S43). And the setting operation screen used as one screen data is transmitted to the operator terminal 150 (step S43). Thus, the setting operation screen generation process and the setting page acquisition process are completed.

  Returning to the remote support processing of FIG. 3, the operator terminal 150 performs display processing of the received setting operation screen (step S11). FIG. 14 is an example of a display unit that displays the generated setting operation screen. In FIG. 14, the monitor 91 provided in the operator terminal 150 is divided into four, and a window 92, a window 94, a window 95, and a work area 96 for displaying received screen data are displayed. The work area 96 is a standard output destination of the operator terminal 150 that is handled when work is performed using a program in the operator terminal 150.

  That is, in this example, the displayable area of the predetermined display unit is an area excluding the work area 96 in the screen. Here, the data of the setting page transferred via the portable terminal 10 is generated as a single screen by the operator server 200 and displayed as a window 92, a window 94, and a window 95 of the monitor 91. When the aspect ratio of the screen data and the screen of the display unit does not match, the window 92 may be provided with a scroll bar 93, or the aspect ratio of the display unit may be redefined. When a plurality of monitors are connected to one operator terminal 150 or one or more monitors are displayed on the plurality of operator terminals, the operator server 200 assigns screen data to each of the plurality of monitors, and displays them. You can do it.

  In FIG. 14, a setting screen for the router 97 is displayed in the window 92, a setting screen for the portable terminal 10 itself is displayed in the window 94, and a setting screen for the printer 98 is displayed in the window 95. The setting screens of the router 97 and the printer 98 are transferred via the portable terminal 10 as described above. Note that these screens are not limited to setting screens, and may be screens showing the appliance status of the appliance or screens for remote login to the appliance. Here, the generated setting screen may be in the form of an image, or may be data that displays a result screen that has been interpreted and executed like a markup language.

  Of the individual setting pages shown in FIG. 14, the setting page shown in FIG. 10 is a network setting page of the model name “NW-01” which is the router 50a. With this page, it is possible to browse and set the device status of the router 50a. For example, in the case of the router 50a, it is possible to browse and set the device status such as “setting of wireless LAN access point” and “setting of SSID”.

  In the above description, the setting page can be browsed by the proxy processing executed by the portable terminal 10, but the setting page can be browsed by the screen transfer function realized by the operator assistant module 16. That is, as shown in FIG. 11, when the portable terminal 10 can also browse and input the setting page, this screen information is transferred to the operator server 200. By transmitting the screen information as data to the operator server 200, only the transfer may be effective without displaying the setting page on the portable terminal 10. Also, input information from the operator terminal 150 is transmitted to the electrical appliance 50 via the portable terminal 10 to enable a setting operation.

  Here, a command for installing a program in the electrical appliance 50 or setting predetermined data may be received from the operator server 200 and executed by the electrical appliance 50 via the portable terminal 10. . That is, the operator server 200 receives a predetermined program installation operation or data setting operation on the electrical appliance icon with respect to the network map displayed on the operator terminal 150, so that the operator server 200 can perform a predetermined operation. The command is transmitted to the electric appliance 50.

  At this time, the operator server 200 may receive a program to be installed from another server, or may transmit a command so as to download the program from the electrical appliance 50 itself. A command for setting predetermined data may be stored in the operator server 200 in advance. The command for setting the predetermined data may be, for example, switching between monochrome printing and color printing when the electrical appliance 50 is a printer.

  Moreover, a predetermined program may be installed in the plurality of electrical appliances 50 when the operator terminal 150 simultaneously receives designation of the electrical appliances 50 displayed on the network map from the operator.

  The operator of the present invention is not limited to the communication carrier or the manufacturer of the electrical appliance 50, but may be an information system manager who manages a server or the like in a company or the like. In this case, the command for setting the predetermined data may be a command for setting authority control of the user who uses the electrical appliance 50. That is, an operation for setting authority is accepted from the operator terminal 150 for the network map, and the corresponding command is read by the operator server 100, transmitted to the electrical appliance 50, and set.

  The means and functions described above are realized by a computer (including a CPU, an information processing apparatus, and various terminals) reading and executing a predetermined program. The program is provided in a form recorded on a computer-readable recording medium such as a flexible disk, CD (CD-ROM, etc.), DVD (DVD-ROM, DVD-RAM, etc.), for example. In this case, the computer reads the program from the recording medium, transfers it to the internal storage device or the external storage device, stores it, and executes it. The program may be recorded in advance in a storage device (recording medium) such as a magnetic disk, an optical disk, or a magneto-optical disk, and provided from the storage device to a computer via a communication line.

  As mentioned above, although embodiment of this invention was described, this invention is not limited to these embodiment mentioned above. The effects described in the embodiments of the present invention are only the most preferable effects resulting from the present invention, and the effects of the present invention are limited to those described in the embodiments of the present invention. is not.

  1 operator system, 3 public line network, 10 user terminal, 200 operator server, 150 operator terminal

Claims (9)

A user terminal that is communicably connected to an electrical appliance via a local area network and receives remote support from an operator server that is communicably connected via a public network, the operator server, and the operator server. An operator system configured to be connected to an operator terminal,
The user terminal is
According to an instruction from the operator terminal, an appliance detection means for detecting an appliance connected to a local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
Via the operator server, based on the model-related information determined, an operator assistant means that enables either the setting operation of the electrical appliance from the operator terminal or the viewing of the equipment status,
The operator server is
Screen data receiving means for receiving reception of screen data related to setting operations or device status browsing of the plurality of appliances from the user terminal;
Screen data integration means for integrating a plurality of screen data received by the screen data receiving means as one screen data;
The predetermined display section, wherein the operator terminal comprises a one screen data integrated by said screen data merging unit and the screen data generating means for generating data for Table Shimesuru,
An operator system comprising:   The operator server is
    Information acquisition means for acquiring information relating to the displayable area of the predetermined display unit;
    Virtual screen drawing means for drawing the screen data on a virtual screen based on the screen data received by the screen data receiving means,
    The screen data generation means is integrated by the screen data integration means based on the information about the displayable area acquired by the information acquisition means and the drawing result on the virtual screen drawn by the virtual screen drawing means. The operator system according to claim 1, wherein data for displaying one screen data is generated.   The operator terminal is
    Data for displaying one screen data generated by the screen data generating means is received, and a reception data area for displaying the received data and a work area for displaying its own data are displayed on the predetermined display unit. The operator system according to claim 1 or 2, wherein the operator system is displayed. The operator assistant means can use the proxy function of the user terminal to browse the setting operation of the electrical appliance connected to the local area network or the status of the equipment, and can browse only through the local area network. The operator system according to any one of claims 1 to 3, which is realized by displaying a setting page of an electrical appliance. Said operator assistance unit, the viewing setting operation or device status of the appliances the connected to a local area network, any one of claims 1 to 3, implemented using a screen transfer functions to which the user terminal has The operator system described in. The operator system according to any one of claims 1 to 5 , wherein the electrical appliance determination unit acquires model-related information of the electrical appliance from an operator server connected to be communicable. The operator server, on the basis of the model related information appliances, any one of claims 1 to 6 comprising a network map displaying means for displaying a network map for the with the user terminal local area network and the appliance The operator system described in. A user terminal that is communicably connected to an electrical appliance via a local area network and receives remote support from an operator server that is communicably connected via a public network, the operator server, and the operator server. A method executed by an operator system comprising operator terminals connected to each other,
The user terminal is
In response to an instruction from the operator terminal, detecting an electrical appliance connected to a local area network to which the user terminal is connected;
Determining model-related information of the detected appliance;
Through the operator server, based on the model-related information determined, enabling either the setting operation of the electrical appliance from the operator terminal or the viewing of the equipment status, and
The operator server is
Receiving from the user terminal screen data related to a plurality of electric appliance setting operations or device status browsing;
Integrating a plurality of screen data received by the screen data receiving means as one screen data;
A step in which the a predetermined display unit provided in the operator terminal, the one screen data integrated by said screen data merging unit for generating a table Shimesuru data,
How to run. A user terminal that is communicably connected to an electrical appliance via a local area network and receives remote support from an operator server that is communicably connected via a public network, the operator server, and the operator server. In an operator system composed of operator terminals connected to each other,
Detecting an electrical appliance connected to a local area network to which the user terminal is connected in response to an instruction from the operator terminal;
Determining model-related information of the detected appliance;
Enabling either setting operation of the electrical appliance from the operator terminal or browsing of the device status based on the model-related information determined via the operator server;
As a user terminal program to be executed by the user terminal which is a computer,
Receiving from the user terminal screen data related to a plurality of electric appliance setting operations or device status browsing;
Integrating a plurality of screen data received by the screen data receiving means as one screen data;
Wherein the predetermined display unit provided in the operator terminal generates a table Shimesuru data one screen data integrated by said screen data merging unit step,
As an operator server program to be executed by the operator server which is a computer,
An operator system program consisting of

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