CN102694788A - Method and system for providing client side remote service from server side - Google Patents
Method and system for providing client side remote service from server side Download PDFInfo
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- CN102694788A CN102694788A CN2012100584475A CN201210058447A CN102694788A CN 102694788 A CN102694788 A CN 102694788A CN 2012100584475 A CN2012100584475 A CN 2012100584475A CN 201210058447 A CN201210058447 A CN 201210058447A CN 102694788 A CN102694788 A CN 102694788A
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Abstract
The invention is suitable for the computer communication field, and provides a method and a system for providing client side remote service from a service side. The method comprises the following steps that: authentication information of all the client sides is stored at the server side; the user of the client side sends information for requesting for service for the client side to the server side through voice communication of a public voice network; the server side identifies the voice communication number of the client side through the voice system, inquires whether the corresponding client side is on line according to the corresponding relation between the voice communication number and the authentication information, and provides voice service for the client side; and when the client side is on line, if the voice service cannot solve the problem or the need arises, the server side actively initiates a remote connection to the client side through the Internet so as to implement the service requested by the client side. By implementation of the method and the system provided by the invention, the clients are helped to solve the problems by collaboration of the voice and the remote operation, so that a method and a system capable of reporting repair by voice and solving the problems of the client sides by remote operations are provided.
Description
Technical field
The invention belongs to computer communication field, relate in particular to the method and system that a kind of server end provides the client remote service.
Background technology
Continuous development along with digital product; Only depend on the advantage of hardware to realize the profit more and more difficult of company, a kind of good method of service also becomes the criterion of company's quality, and it is exactly a kind of method of service that the product of selling is carried out remote support; The remote supporting method of prior art is: when pinpointing the problems; The user initiates services request through terminal to server ends such as computers, server end identification user identity, server end identity verification; Send the engineer's who carries out remote support contact method to client, and system's unique service sign; The trade connection engineer submits service identifiers in client, after this service identifiers checking is passed through, sets up communication port according to this sign, realizes that the communication between engineer and the client connects.
There is a shortcoming in this method: initiate services request by terminals such as computers; But because historical use habit; People are ready to use phone to initiate services request usually, and prior art send out client's of service to(for) point sets up telecommunication and connects and must experience: artificial generation service identifiers, client are manually imported the complex process that service identifiers, the server end service for checking credentials identify.
Summary of the invention
The purpose of the embodiment of the invention is to provide a kind of server end that the method and system of client remote service is provided; Be intended to solve at existing remote service method and can only initiate services request through computer or other-end; Call center and remote service are isolated each other, and the client obtains the flow process complicated problems of remote service.
The embodiment of the invention is to realize like this; A kind of server end provides the method for client remote service, and wherein, server end and client are through Internet connection; Server end also comprises the voice system that is connected with public voice network, and said method comprises the steps:
S1) at the authentication information of all clients of server end storage;
S2) user of client sends the information that request is served client through public voice network speech communication to server end;
S3) server end is through the speech communication number of said voice system identify customer end, and whether inquire about pairing client according to the corresponding relation of said speech communication number and said authentication information online, and client is carried out voice service;
S4) when client is online, can not deal with problems or whenever necessary, server end is initiatively initiated long-range connection through the Internet to this client like voice service, implement client institute requested service.
Preferably, the voice system of said server end comprises voice plate or switch and the CTI unit of supporting that numeral and analog telephone signal insert.
Comprise among the said step S4:
Server end is created and to be used for remote-operated communication port, and identification information and the remote operation request of communication port sent to client, and gets into said communication port wait client and communicate connection;
Client receives and accepts said remote operation request, uses the identification information of said communication port and server end to establish a communications link;
Server end carries out remote operation to the client that connects.
As the identification information of communication port, the said ID of attending a banquet comprises the primary ID and be the ID that derives of primitive with the primary ID of attending a banquet of attending a banquet to said server end with the ID that attends a banquet.
Said client uses the identification information of communication port and the step that server end establishes a communications link to be specially:
The remote operation communication port that it is sign that client uses the ID that attends a banquet to get into this ID that attends a banquet;
The server end of waiting in client and the said communication port communicates and is connected.
Another purpose of the present invention realizes like this, constructs the system that a kind of server end provides the client remote service, and wherein, server end and client are through Internet connection, and server end also comprises the voice system that is connected with public voice network, comprising:
At least one client is used for sending the information that request is served client through public voice network speech communication to server end, and the remote service of passing through the Internet reception server end;
Server end; Be used to store the authentication information of all clients, receive the information that client is served client through the request of voice communication transmission, through the speech communication number of said voice system identify customer end; Whether inquire about pairing client according to the corresponding relation of said speech communication number and said authentication information online; And client carried out voice service, when client is online, can not deal with problems or whenever necessary like voice service; Server end is initiatively initiated long-range connection through the Internet to this client, implements client institute requested service.
Said client specifically comprises:
Request information on services transmitting element is used for sending the information that request is served client through public voice network speech communication to server end;
The remote service receiving element is used for the remote service of reception server end.
Said remote service receiving element specifically comprises:
The voice service receiving element is used for the speech communication service of reception server end;
The remote operation information receiving unit is used for the remote operation request and the ID that attends a banquet that the reception server end sends;
Remote operation connects sets up the unit, is used to accept the remote operation request that said remote operation information receiving unit receives, and establishes a communications link according to attend a banquet ID and the server end that said remote operation information receiving unit receives.
Said server end specifically comprises:
The client certificate information memory cell is used to store the authentication information of all clients;
Request information on services receiving element is used to receive the information that client is served client through the request of public voice network speech communication transmission;
Speech communication number recognition unit is used for the speech communication number through said voice system identify customer end;
The client state query unit, the authentication information of the client that is used for storing, the state of inquiring client terminal according to the speech communication number of said speech communication number recognition unit identification and said client certificate information memory cell;
Remote service unit is used for carrying out remote service according to the state of the client of said client state query unit inquiry.
Said remote service unit specifically comprises:
The voice service transmitting element is used for sending voice service to client;
The remote operation passage is set up the unit, and being used for the ID that attends a banquet serves as that sign is set up the remote operation communication port, and waits for the entering of client at said remote operation communication port;
The remote operation information transmitting unit is used for sending remote operation request and attending a banquet ID to client;
Remote operation connects sets up the unit, is used for and gets into said remote operation passage and set up the client of the remote operation communication port of unit foundation and set up remote operation and be connected;
Remote operation unit is used for setting up the client that the unit connects and carrying out remote operation being connected with said remote operation.
Computer remote method of servicing and system that embodiment of the present invention provides are at the authentication information of all clients of server end storage, when client is sent message through voice communication; Whether checking client is online, works as client off-line, is that client is served through voice; If client is online, be that client is served at first through voice,, voice service then sends remote operation request when can't solving to client; Assist the client to deal with problems through remote operation; Thereby client only needs voice to report for repairment when encountering problems, and simply accepts the remote operation request that server end sends, and both can obtain phone+remote service; Greatly simplify the operation that client is obtained remote service, made things convenient for client to deal with problems.
Description of drawings
Fig. 1 is the realization flow figure that server end that the embodiment of the invention provides provides the method for client remote service;
Fig. 2 is the remote-operated concrete realization flow figure of step S104 server end shown in Figure 1 that the embodiment of the invention provides;
Fig. 3 is the structure chart that server end that the embodiment of the invention provides provides the system of client remote service;
Fig. 4 is the concrete structure figure of embodiment of the invention client 11 shown in Figure 3;
Fig. 5 is the concrete structure figure of embodiment of the invention server end 12 shown in Figure 3.
Embodiment
In order to make the object of the invention, technical scheme and advantage clearer,, the present invention is further elaborated below in conjunction with accompanying drawing and embodiment.Should be appreciated that specific embodiment described herein only in order to explanation the present invention, and be not used in qualification the present invention.
The embodiment of the invention is at the authentication information of all clients of server end storage, when client is sent message through voice communication; Whether checking client is online, works as client off-line, is that client is served through voice; If client is online, be that client is served at first through voice,, voice service then sends remote operation request when can't solving to client; Assist the client to deal with problems through remote operation; Thereby client only needs voice to report for repairment when encountering problems, and simply accepts the remote operation request that server end sends, and both can obtain phone+remote service; Greatly simplify the operation that client is obtained remote service, made things convenient for client to deal with problems.
Embodiment one:
The server end that Fig. 1 shows the embodiment of the invention to be provided provides the realization flow figure of the method for client remote service; Wherein, Server end and client are through Internet connection, and server end also comprises the voice system that is connected with public voice network, and details are as follows:
In step S101, at the authentication information of all clients of server end storage.
In embodiments of the present invention; The authentication information of all clients of storage in the database of server end; Said authentication information includes but not limited to: the ID of client; The product that corresponding password, login name, Real Name, affiliated Business Name, fixed line phone, mobile portable phone, email address, fax number, MSN/QQ/Skype number of the account, the client of client id buys, client's the grade of service etc.; These information are kept in database, text or other storage mediums with binary code, ASCII character, Unicode or self-defining data format, and data are held maintenance by the engineer, but also open interface is safeguarded by the client voluntarily.Server end is safeguarded an online customer list simultaneously; When client logging on client software, client announcement server end, this client's ID just are added in the online customer list; The information that this authentication information is imported during with client's running client is corresponding; Can the present state of display client through said authentication information, comprising: online, off-line, leave, busy etc., said speech communication number comprises: Mobile Directory Number, fixed telephone number, IP telephone numbers etc.
In step S102, the user of client sends the information that request is served client through public voice network speech communication to server end.Public voice network can be local network, mobile radio communication or integrated voice net.
In embodiments of the present invention, the user sends information that request to client serve through speech communications such as mobile phone, landline telephone, the networking telephones to server end as under the situation row that needs server end (service provider) assistance.
In step S103, server end is through the speech communication number of said voice system identify customer end, and whether inquire about pairing client according to said speech communication number and said authentication information online, and client is carried out voice service.
In embodiments of the present invention; Server end is through the voice plate card (or switch) of supporting numeral and analog telephone signal access in the said voice system and the speech communication number that CTI software identifies the client; From database, identify corresponding client ID, server end is inquired about online customer list, judges whether the client is online; When the client was online, the server end computer interface showed " request service " button.
Server end specifically comprises the service of client: for the client of off-line, be that client is carried out voice service through voice communication, for example, the problem of answer client consulting, or the problem that instructs the client to solve to run into are like the software operation problem etc.; For on-line client; Be that client provides voice service through voice communication at first, when voice communication can't be dealt with problems, " remote service " button that service end engineer can click computer desktop sent remote operation request to client; This request is through the client-side program of internet transmission to the client computer; This client-side program page shows that " engineer asks remote service, you accept? ", and provide the button of whether accepting.If this moment, the client clicked acceptance; Then accept instruction and send to server end through the Internet; Server end set up through the Internet and the client between the remote service passage, through remote operation (or checking) client computer desktop, the computer desktop of remote demonstration oneself; The long-range solution customer issues of means such as screenshot capture, file transfer, electronic whiteboard are dealt with problems for the client through remote operation.See Fig. 2 for details and to the description of Fig. 2 about remote-operated concrete implementation method.
In step S104, when client is online, can not deal with problems or whenever necessary, server end is initiatively initiated long-range connection through the Internet to this client like voice service, implement client institute requested service.
The embodiment of the invention is at the authentication information of all clients of server end storage, when client is sent message through voice communication; Whether checking client is online, works as client off-line, is that client is served through voice; If client is online, be that client is served at first through voice,, voice service then sends remote operation request when can't solving to client; Assist the client to deal with problems through remote operation; Thereby client only needs voice to report for repairment when encountering problems, and simply accepts the remote operation request that server end sends, and both can obtain phone+remote service; Greatly simplify the operation that client is obtained remote service, made things convenient for client to deal with problems.
Embodiment two:
Be illustrated in figure 2 as the remote-operated concrete realization flow figure of step S104 server end shown in Figure 1 that the embodiment of the invention provides, details are as follows:
In step S201, server end is created and to be used for remote-operated communication port, and identification information and the remote operation request of communication port sent to client, and gets into said communication port wait client and communicate connection.
In embodiments of the present invention,, attend a banquet as the identification information of communication port with the ID that attends a banquet for client provides remote-operated engineer to be called as; Usually the engineer comprises several; A plurality of attending a banquet also promptly arranged, attend a banquet for these and distribute the different ID that attends a banquet, be used to differentiate different attending a banquet.Attend a banquet and initiate the request of setting up the remote operation communication port to the communication module of server end, communication module serves as that sign is set up the remote operation communication port with the ID that attends a banquet then, and will attend a banquet and join said remote operation communication port, waits for that client adds.The wherein said ID of attending a banquet comprises the primary ID of attending a banquet (like ID) and is the ID that derives (like ID_1) of primitive with the primary ID of attending a banquet.
In addition also can be with the primitive (like ID_1) of the ID that attends a banquet identification information as communication port.
In step S202, client receives and accepts said remote operation request, uses the identification information of said communication port and server end to establish a communications link.
In embodiments of the present invention, client selects to accept remote operation request after receiving the server end remote operation request of sending and the ID that attends a banquet, and gets into the remote operation communication port according to this ID that attends a banquet, and connects with the server end of waiting for.
In step S203, server end carries out remote operation to the client that connects.
The embodiment of the invention; Foundation is the remote operation communication port of sign with the ID that attends a banquet, and this ID that attends a banquet is sent to client, and client serves as that sign connects said communication port with this ID that attends a banquet; Set up server end and be connected, client is carried out remote operation in order to server end with the communication of client.
Embodiment three:
The server end that being illustrated in figure 3 as the embodiment of the invention provides provides the structure chart of the system of client remote service; For the ease of explanation; The part relevant with the embodiment of the invention only is shown, and wherein, server end and client are through Internet connection; Server end also comprises the voice system that is connected with public voice network, comprising:
At least one client 11 is used for through public voice network speech communication, sends the information that request is served client to server end, through the remote service of public voice network or the Internet reception server end.
The embodiment of the invention is at the authentication information of all clients of server end storage, when client is sent message through voice communication; Whether checking client is online, works as client off-line, is that client is served through voice; If client is online, be that client is served at first through voice,, voice service then sends remote operation request when can't solving to client; Assist the client to deal with problems through remote operation; Thereby client only needs voice to report for repairment when encountering problems, and simply accepts the remote operation request that server end sends, and both can obtain phone+remote service; Greatly simplify the operation that client is obtained remote service, made things convenient for client to deal with problems.
Embodiment four
Be illustrated in figure 4 as the concrete structure figure of embodiment of the invention client 11 shown in Figure 3,, the part relevant with the embodiment of the invention only be shown, comprising for the ease of explanation:
Request information on services transmitting element 21 is used for sending the information that request is served client through public voice network speech communication to server end.
Remote service receiving element 22 is used for the remote service of reception server end.
Wherein said remote service receiving element 22 specifically comprises:
Voice service receiving element 221 is used for the speech communication service of reception server end.
Remote operation information receiving unit 222 is used for the remote operation request and the ID that attends a banquet that the reception server end sends.
Remote operation connects sets up unit 223, is used to accept the remote operation request that said remote operation information receiving unit 222 receives, and establishes a communications link according to attend a banquet ID and the server end that said remote operation information receiving unit 222 receives.
In embodiments of the present invention; Remote operation connects sets up the remote operation request that the server end transmission is at first accepted in unit 223; And, connect with the server end of waiting in this communication port according to the communication port that the said ID entering server end of attending a banquet is set up for this time remote operation.
Embodiment five
Be illustrated in figure 5 as the concrete structure figure of embodiment of the invention server end 12 shown in Figure 3,, the part relevant with the embodiment of the invention only be shown, comprising for the ease of explanation:
Client certificate information memory cell 31 is used to store the authentication information of all clients.
In embodiments of the present invention; The authentication information of client certificate information memory cell 31 all clients of storage; The authentication information of all clients of storage in the database of server end; Said authentication information includes but not limited to: the speech communication number of using when the password that the ID of client, client id are corresponding, client-requested service, and it is corresponding that this authentication information and client install client, can the present state of display client through said authentication information; Comprise: online, off-line, leave, busy etc., said speech communication number comprises: Mobile Directory Number, fixed telephone number, IP telephone numbers etc.
Request information on services receiving element 32 is used to receive the information that client is served client through the request of voice communication transmission.
Speech communication number recognition unit 33 is used for the speech communication number through said voice system identify customer end.
Client state query unit 34, the authentication information of the client that is used for storing, the state of inquiring client terminal according to the speech communication number of said speech communication number recognition unit 33 identifications and said client certificate information memory cell 31.
Remote service unit 35 is used for carrying out remote service according to the state of the client of said client state query unit 34 inquiries.
Wherein said remote service unit 35 specifically comprises:
Voice service transmitting element 351 is used for sending voice service to client.
The remote operation passage is set up unit 352, and being used for the ID that attends a banquet serves as that sign is set up the remote operation communication port, and waits for the entering of client at said remote operation communication port.
Remote operation information transmitting unit 353 is used for sending remote operation request and attending a banquet ID to client.
Remote operation connects sets up unit 354, is used for and gets into said remote operation passage and set up the client of the remote operation communication port of unit 352 foundation and set up remote operation and be connected.
Remote operation unit 355 is used for setting up the client that unit 354 connects and carrying out remote operation being connected with said remote operation.
The above is merely preferred embodiment of the present invention, not in order to restriction the present invention, all any modifications of within spirit of the present invention and principle, being done, is equal to and replaces and improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. a server end provides the method for client remote service, and wherein, server end and client are through Internet connection, and server end also comprises the voice system that is connected with public voice network, it is characterized in that, said method comprising the steps of:
S1) at the authentication information of all clients of server end storage;
S2) user of client sends the information that request is served client through the speech communication of public voice network to server end;
S3) server end is through the speech communication number of said voice system identify customer end, and whether inquire about pairing client according to the corresponding relation of said speech communication number and said authentication information online, and client is carried out voice service;
S4) when client is online, can not deal with problems or whenever necessary, server end is initiatively initiated long-range connection through the Internet to this client like voice service, implement client institute requested service.
2. the method for claim 1 is characterized in that, the voice system of said server end comprises voice plate or switch and the CTI unit of supporting that numeral and analog telephone signal insert.
3. the method for claim 1 is characterized in that, comprises among the said step S4:
Server end is created and to be used for remote-operated communication port, and identification information and the remote operation request of communication port sent to client, and gets into said communication port wait client and communicate connection;
Client receives and accepts said remote operation request, uses the identification information of said communication port and server end to establish a communications link;
Server end carries out remote operation to the client that connects.
4. method as claimed in claim 3 is characterized in that, as the identification information of communication port, the said ID of attending a banquet comprises the primary ID and be the ID that derives of primitive with the primary ID of attending a banquet of attending a banquet to said server end with the ID that attends a banquet.
5. method as claimed in claim 3 is characterized in that, said client uses the identification information of communication port and the step that server end establishes a communications link to be specially:
The remote operation communication port that it is sign that client uses the ID that attends a banquet to get into this ID that attends a banquet;
The server end of waiting in client and the said communication port communicates and is connected.
6. a server end provides the system of client remote service, and wherein, server end and client are through Internet connection, and server end also comprises the voice system that is connected with public voice network, it is characterized in that, said system comprises:
At least one client is used for sending the information that request is served client, the remote service of reception server end through public voice network voice communication to server end;
Server end; Be used to store the authentication information of all clients, receive the information that client is served client through the request of voice communication transmission, through the speech communication number of said voice system identify customer end; Whether inquire about pairing client according to the corresponding relation of said speech communication number and said authentication information online; And client carried out voice service, when client is online, can not deal with problems or whenever necessary like voice service; Server end is initiatively initiated long-range connection through the Internet to this client, implements client institute requested service.
7. system as claimed in claim 6 is characterized in that, said client comprises:
Request information on services transmitting element is used for sending the information that request is served client through public voice network speech communication to server end;
The remote service receiving element is used for the remote service of reception server end.
8. system as claimed in claim 7 is characterized in that, said remote service receiving element comprises:
The voice service receiving element is used for the speech communication service of reception server end;
The remote operation information receiving unit is used for the remote operation request and the ID that attends a banquet that the reception server end sends;
Remote operation connects sets up the unit, is used to accept the remote operation request that said remote operation information receiving unit receives, and establishes a communications link according to attend a banquet ID and the server end that said remote operation information receiving unit receives.
9. system as claimed in claim 6 is characterized in that, said server end comprises:
The client certificate information memory cell is used to store the authentication information of all clients;
Request information on services receiving element is used to receive the information that client is served client through the request of public voice network speech communication transmission;
Speech communication number recognition unit is used for the speech communication number through said voice system identify customer end;
The client state query unit, the authentication information of the client that is used for storing, the state of inquiring client terminal according to the speech communication number of said speech communication number recognition unit identification and said client certificate information memory cell;
Remote service unit is used for carrying out remote service according to the state of the client of said client state query unit inquiry.
10. system as claimed in claim 9 is characterized in that, said remote service unit specifically comprises:
The voice service transmitting element is used for sending voice service to client;
The remote operation passage is set up the unit, and being used for the ID that attends a banquet serves as that sign is set up the remote operation communication port, and waits for the entering of client at said remote operation communication port;
The remote operation information transmitting unit is used for sending remote operation request and attending a banquet ID to client;
Remote operation connects sets up the unit, is used for and gets into said remote operation passage and set up the client of the remote operation communication port of unit foundation and set up remote operation and be connected;
Remote operation unit is used for setting up the client that the unit connects and carrying out remote operation being connected with said remote operation.
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| CN201210058447.5A CN102694788B (en) | 2012-03-07 | 2012-03-07 | Method and system for providing client side remote service from server side |
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| CN104954327B (en) * | 2014-03-27 | 2019-02-22 | 东华软件股份公司 | Server and method, terminal and method and system for terminal connection control |
| CN104486374A (en) * | 2014-11-24 | 2015-04-01 | 北京奇虎科技有限公司 | Method, device and browser client for processing web page access data |
| CN104486374B (en) * | 2014-11-24 | 2018-05-15 | 北京奇虎科技有限公司 | A kind of method, apparatus and browser client for carrying out web page access data processing |
| CN112291203A (en) * | 2015-05-27 | 2021-01-29 | 谷歌有限责任公司 | Locally saving data for voice actions with selective offline capability |
| US11676606B2 (en) | 2015-05-27 | 2023-06-13 | Google Llc | Context-sensitive dynamic update of voice to text model in a voice-enabled electronic device |
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| Publication number | Publication date |
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| CN102694788B (en) | 2014-08-13 |
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