CN201057650Y - On-line assistance platform equipment - Google Patents
On-line assistance platform equipment Download PDFInfo
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- CN201057650Y CN201057650Y CNU2007200031081U CN200720003108U CN201057650Y CN 201057650 Y CN201057650 Y CN 201057650Y CN U2007200031081 U CNU2007200031081 U CN U2007200031081U CN 200720003108 U CN200720003108 U CN 200720003108U CN 201057650 Y CN201057650 Y CN 201057650Y
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Abstract
The utility model discloses an on-line assistance platform equipment, which includes an on-line assistance platform, at least a recourse party device and at least a help party device. Wherein, the on-line help platform at least comprises a situation managing device and a dispatching device and can also comprises a supervising device, namely a communication device, a call centre device, a timing and accounting device, a safety managing device and other devices to realize managing based on situation and dispatching recourse request of recourse party. The utility model discloses an on-line help platform based on external managing device, which makes the dispatching device and the call centre device conduct deployment and connection outside the platform in a plurality of ways. The utility model provides an on-line help platform equipment which is switched in, dispatched and managed unitedly based on situation, which utilizes network to realize providing the information services and technology supports including remote screen operation, audio video, documents and other contents in direct connection or transmission connection for a plurality of help parties and recourse parties.
Description
Technical field
The utility model relates to a kind of online help platform device, particularly, relates to a kind of online help platform device on the network interconnection technique that is based upon, and being used to finish the help side provides online help to the side for help.This platform device can reach the online help between a plurality of help sides and a plurality of side for help, be that the side for help can initiate to seek help in several ways, after platform device scheduling for the side for help specifies the help side, thereby the help side can provide online help to a certain or certain some side for help.
Background technology
The technical scheme that existing multiple remote technology is supported.First kind of technical scheme is on-site support, and wherein the technical support personnel works on subscriber computer to customer site; Its conspicuous shortcoming is to cost an arm and a leg.Second kind of technical scheme is to support the platform call center, and wherein the user states problem to the call-center technology support staff, and the technical support personnel explains how to deal with problems then; Its major defect is that the technical support personnel can not directly see the user's computer screen, and may there be communication disorders such as language, term in the communication both sides.The third technical scheme is, integrated online helper applications in application program, and the user uses online help software to obtain the problem list that has solved, and then, the user seeks the wherein solution and the step of similar problem; Its shortcoming is that the problem that the user runs into differs and finds in the problem list that has solved surely, and the user needs certain computer operation level.The 4th kind of technical scheme is to use the Screen sharing application program, wherein user and technical support personnel download and install the Screen sharing application program, then, the user opens the Screen sharing application program, the screen of subscriber computer is sent on technical support personnel's the computer, and then, the technical support personnel can tell the operating procedure that the user deals with problems by phone, after perhaps allowing, use Screen sharing application program remote control user's computer to deal with problems through the user; Its shortcoming is to use the Screen sharing application program need take massive band width; And the user also must carry out complicated configuration setting to the Screen sharing application program.
The patent application CN 1286011C (applying date: 2004.3.10 of IBM Corporation, a kind of scheme that provides remote technology to support for computer or other electronic installation user is provided title: the remote supporting method of computer or other electronic installation and system), and the mode by Screen sharing provides technical support to remote client computer.But it takes by server user and technical support personnel's computer to be carried out the mode that information is transmitted, this technical scheme does not solve the contradiction that the Screen sharing application program need take massive band width, and can not come flexible dispatching suitable technique support staff to provide service for the user according to user's demand.Therefore, its scheme user and technical support personnel's limited amount only are confined to soft, the hardware vendor of certain single computer, can not provide an online help business, technical support platform for vast domestic consumer and dissimilar technical support personnels.
The shortcoming that above technical scheme all exists is that the online help platform that neither one is unified ensures.User, technical support personnel and online help are served and are lacked unified management between the three.On the one hand, concerning the user, the user often needs that a plurality of computers are soft, hardware service merchant's technical support, and he just needs to understand and be familiar with the channel of communication and the support means of this a plurality of service providers technical support like this, has brought the trouble in the use to the user.On the other hand, complete technical support hardware device of a cover and exploitation corresponding application software must be purchased in each service commercial city, independent mutually, maintenance load and repeated construction have been caused, and when a large number of users uses the service of same service provider, can cause crowded, obstruction, and be unfavorable for each service provider is carried out unified regulation and control and management.
Patent 200410096610.2 (the applying date: 2004.12.03 that our company applied in the past, title: network assistance system and its implementation) disclose a kind of scheduling by server, the attendant can operate side for help's computer by network remote, the scheme of remote assistance is provided.This application is on the basis of original application, invented an energy and provide the platform of online help, and method by condition managing has realized that platform is to service management and technical supports such as the unified Real-Time Scheduling of each user and technical support personnel, monitoring, timing, safety for users and technical support personnel.
At present, also there is the multiple technologies scheme based on distributed platform:
First kind of technical scheme is based on the platform of WEB pattern, as the patent application CN 1110764C (applying date: 1998.11.23 of Liming Network systems, title: a kind of integrated information service platform system and method thereof), the user is by the browser access plateform system, at first, the user sends service request; Then, platform returns to the user with result after carrying out the application corresponding processing.Second kind of technical scheme is based on the platform of C/S model, as applying for a patent the CN1532702 (applying date: 2003.03.26 of Yingyeda Co., Ltd, title: the supervisory control system of network calculations machine platform and method), the user of platform downloads required test program description document by network system, so as to automated manner this computer platform being carried out outer monitoring according to this test program description document.These platforms are not that, technical support personnel mutual at the direct information between user and the technical support personnel provides service for the user provides the online help of various online help information (for example computer screen image and operation information, Word message, pictorial information, voice messaging, video information, file and software etc.), platform can not be grasped user and technical support personnel's state information in real time and carry out real-time remote control and regulation according to their state, to guarantee being that a large number of users and technical support personnel provide a third-party service technique support platform.
Summary of the invention
The purpose of this utility model provides a kind of online help platform device according to state-driven of scheduling, unified management of unifying to insert, unify, utilize the network platform, under the scheduling and monitoring of platform, a plurality of technical support personnels directly provide online helping service for a plurality of users in point-to-point mode, and online help information includes screen picture and operation information, Word message, pictorial information, voice messaging, video information and file etc.
The utility model is achieved through the following technical solutions: a kind of online help platform device, comprise the interconnective online help platform of agreement Network Based, at least one side for help's device and at least one help side's device, described online help platform comprises behavior control device and dispatching device at least, wherein:
Behavior control device is connected to described dispatching device, is used to manage the state of described side for help's device, described help side's device and described other devices of platform;
Dispatching device is connected to described behavior control device, is used for selecting help side's device according to the request of side for help's device.
Described service jockey comprises serves direct-connected parts and service forwarding parts, wherein serves direct-connected parts and is connected with described help side's device with described side for help's device with service forwarding parts; Serve direct-connected parts and be used to discern described side for help's device and described help side's device network environment attribute of living in, assist side for help's device to set up direct network and be connected with help side's device; Service is transmitted parts and is responsible for setting up when side for help's device and help side's device are set up direct network connection failure and transmits the network that parts transmit by service and be connected.
Described online help platform can also comprise: described group service management devices, be used to described side for help's device and described help side's device, and create a group, manage and transmit the message in this group;
Described online help platform also can comprise: call center's device, be connected with described behavior control device, described side for help's device, described help side's device, and be used for side for help's call is forwarded to described help side's device.
Described online help platform also can comprise: platform differentiated control device, be connected with described behavior control device, and be used to set up communicating to connect and carrying out differentiated control of a plurality of described online help platform classification.
Described online help platform also can comprise: platform divides area managing device, is connected with described behavior control device, and management is in communicating to connect between the described online help platform in territory differently.
Described online help platform also can comprise:
Security control apparatus is connected with described service jockey with described behavior control device, is used to verify the legitimacy of side for help's device or help side's device identity, to data message encrypt, decryption oprerations;
Maintenance device, be connected with described service jockey with described behavior control device, be used to receive the service process record of the online help that described help side's device provides for described recourse device, described side for help to the evaluation information of service process and help side summary information, and store service process;
Timing and charging device is connected with described behavior control device, is used for described online help service process is carried out timing, charging;
Instant communication device, be connected with described service jockey with described behavior control device, the instant messages that is used to finish between described online help platform, help side's device, the side for help's device exchanges, and described instant messages comprises literal, image, audio frequency, video and file;
Data administrator is connected with described behavior control device, is used to finish the storage and the accessing operation of data;
Background management device, be connected with described behavior control device, described background management device comprises workflow engine parts, list engine components, regulation engine parts, GIS engine components, side for help's information management component, Service Source management component, qualification certification management component, be used to manage side for help's information, Service Source and help side's qualification, and finish the management that vocational work flow process, business form, business rule and GIS use.
Described dispatching device comprises: the regulation management parts, be used for selecting help side's device according to require assistance request message and scheduling rule, described scheduling rule comprises specifies help side's rule, one or more rules in reservation rule, comparing cell speed rule, the shortest stand-by period rule of side for help in advance.
Described side for help's device comprises: local condition managing parts, finishing the service mould with login parts, desktop custom component, regulation management parts, safety management parts, instant messaging parts, service link, audit parts, evaluation parts, online help parts, bandwidth self-adaption parts, pressure is connected, be used to safeguard the state recording of described side for help's device or described help side's device, and be responsible for the information interaction between the described side for help's device of coordination or described help side's device internal part;
Described side for help's device also comprises: the service link is connected with local condition managing parts, can also be connected with safety management parts, online help parts, instant messaging parts, audit parts, be used to realize communicating by letter between described side for help's device and described help side's device, be used for communicating by letter between described side for help's device or described help side's device and described online help platform;
Described side for help's device also comprises: the online help parts, and comprising requires assistance initiates parts, affirmation scheduling result parts, affirmation beginning Service Part, confirm that online service link, online service parts, duplex coordination parts, affirmation finish Service Part; Wherein,
The initiation parts of requiring assistance are finished the initiation function of side for help's request of requiring assistance;
Confirm the scheduling result parts, help side's information that dispatching platforms is selected is confirmed;
Confirm the beginning Service Part, the service that begins that side for help's device is initiated help side's device is confirmed;
Confirm the online service link, the online service of finishing between side for help's device and the help side's device connects;
The online service parts are finished the remote online helping service in the online help process; In the remote online helping service process, the online service parts are responsible for finishing the transmission of screen message and are received information such as screen operational order;
Duplex is coordinated parts, controls described side for help's device, for help side's online help is created a desktop environment B who is different from the desktop environment A of the current operation of side for help, and coordinates the help side desktop environment B is operated;
Confirm to finish Service Part, confirm for the end service that side for help's device is initiated help side's device.
Described side for help's device also can comprise: the audit parts are connected with local condition managing parts, can also be connected with the service link, are used for call wire helping service process, and send the record of the audit data to described online help platform.
Described side for help's device also can comprise: the regulation management parts are connected the solicited message of requiring assistance that is used to side for help's device to send, additional side for help's scheduling rule with local condition managing parts.
Described side for help's device also can comprise: estimate parts, be connected with local condition managing parts, be used to provide the Function of Evaluation to the online help service process, send evaluation result to platform.
Described side for help's device also can comprise: the bandwidth self-adaption parts, be connected with local condition managing parts, and be used for the screen picture parameter of the online help parts transmission of side for help's device being adjusted according to the network bandwidth.
Described side for help's device also can comprise: force to finish Service Part, be connected with local condition managing parts, forced interruption and the function that finishes service in the service process are provided.
Described side for help's device also can comprise:
Land parts, desktop custom component, safety management parts, instant messaging parts; Wherein,
Land parts, be used to finish described side for help's device and land to the function of described online help platform;
The desktop custom component is used to customize the operation interface displaying contents of side for help's device;
The safety management parts are used for described side for help's device logon information is signed and encrypted, and the information that described side for help's device is sent to described online help platform is encrypted, and the enciphered message that described side for help's device is received is decrypted;
The instant messaging parts are used to finish that the instant messages based on text, image, file and audio frequency, video exchanges between described side for help's device and the described online help platform.
Described help side's device comprises: local condition managing parts, be connected with login parts, desktop custom component, regulation management parts, safety management parts, instant messaging parts, service link, audit parts, evaluation parts, online help parts, queuing management parts, be used to safeguard the state recording of described side for help's device or described help side's device, and be responsible for the information interaction between the described side for help's device of coordination or described help side's device internal part.
Described help side's device also comprises: the service link is connected with local condition managing parts, can also be connected with safety management parts, online help parts, instant messaging parts, audit parts, be used to realize communicating by letter between described side for help's device and described help side's device, be used for communicating by letter between described side for help's device or described help side's device and described online help platform.
Described help side's device also can comprise: the online help parts comprise and initiate beginning Service Part, affirmation online service link, online service parts, screen picture convergent-divergent parts, initiation end Service Part; Wherein,
Initiate the beginning Service Part, side for help and side for help's device are initiated the request that service begins;
Confirm the online service link, the online service of finishing between side for help's device and the help side's device connects;
The online service parts are finished the remote online service in the online help process; In the remote online helping service process, the online service parts are responsible for finishing receiving screen message and generating and sending screen operator and are instructed to side for help's device;
Screen picture convergent-divergent parts, the screen picture to side for help's device of receiving in service process carries out convergent-divergent;
Initiate to finish Service Part, side for help and side for help's device are initiated the request that service finishes.
Described help side's device also can comprise: the regulation management parts, be connected with local condition managing parts, and be used for finishing the require assistance explanation and the execution of solicited message scheduling rule.
Described help side's device also can comprise: estimate parts, be connected with local condition managing parts, be used to provide the function that service content is summarized.
Described help side's device also can comprise: the queuing management parts, be connected with local condition managing parts, and be used to monitor side for help's waiting list and reservation queue, adjust the queuing order of side for help's waiting list, send service appoint reminder information.
Described help side's device also can comprise: land parts, desktop custom component, safety management parts, instant messaging parts; Wherein,
Land parts, be used to finish described help side's device and land to the function of described online help platform;
The desktop custom component is used to customize the operation interface displaying contents of help side's device;
The safety management parts are used for described help side's device logon information is signed and encrypted, and the information that described help side's device is sent to described online help platform is encrypted, and the enciphered message that described help side's device is received is decrypted;
The instant messaging parts are used to finish that the instant messages based on text, image, file and audio frequency, video exchanges between described help side's device and the described online help platform.
A kind of online help platform device based on the peripheral unit management devices comprises at least, online help platform, at least one side for help's device and at least one help side's device;
Wherein, described online help platform comprises behavior control device, peripheral unit management devices at least;
Described behavior control device is connected to described peripheral unit management devices, is used to manage described side for help's device, described help side's device, other devices of described platform and the state of the peripheral unit that is connected with the peripheral unit management devices;
Described peripheral unit management devices, with described behavior control device to being connected, be used to manage the registration and the cancellation of peripheral unit, be used to finish the message communicating between described behavior control device and described peripheral unit;
Described peripheral unit is meant other devices that are connected with the described peripheral unit management devices of described platform.
Described side for help's device is connected to described online help platform by network, is used for sending the request message of requiring assistance to described online help platform, and foundation communicates to connect with described help side's device.
Described help side's device is connected to described online help platform by network, is used to receive the request message of requiring assistance that described online help platform is transmitted, and foundation communicates to connect with described side for help's device.
Described peripheral unit comprises the service jockey, and described service jockey comprises serves direct-connected parts and service forwarding parts, wherein serves direct-connected parts and is connected with described help side's device with described side for help's device with service forwarding parts; Serve direct-connected parts and be used to discern described side for help's device and described help side's device network environment attribute of living in, assist side for help's device to set up direct network and be connected with help side's device; Service is transmitted parts and is responsible for setting up when side for help's device and help side's device are set up direct network connection failure and transmits the network that parts transmit by service and be connected.
Described peripheral unit also can comprise dispatching device; Described dispatching device is used to receive the request message of requiring assistance that described side for help's device sends, and the operation dispatching rule is chosen this described help side's device of requiring assistance and asking of response.
Described peripheral unit also can comprise call center's device: described call center device, with described behavior control device, described side for help's device, shown in help side's device be connected, be used for side for help's call is forwarded to help side's device.
Described peripheral unit also can comprise: group service management devices, platform differentiated control device, platform divide area managing device, security control apparatus, maintenance device, timing and charging device, instant communication device, data administrator, background management device; Wherein:
Described group service management devices is used at least one described side for help's device and at least one described help side's device to create a group, manages and transmit the message in this group;
Described platform differentiated control device is managed the communication between a plurality of described online help platforms, makes two or more described online help platforms form the platform device of the hierarchy of different stage;
Described platform divides area managing device, and management is in the communication between the described online help platform in territory differently, makes to divide area managing device to interconnect by platform between the at the same level described online help platform of two or more different regions;
Security control apparatus is connected with described service jockey with described behavior control device by the peripheral unit management devices, is used to verify the legitimacy of side for help's device or help side's device identity, to data message encrypt, decryption oprerations;
Maintenance device, be connected with described service jockey with described behavior control device by the peripheral unit management devices, be used to receive the service process record of the online help that described help side's device provides for described recourse device, described side for help to the evaluation information of service process and help side summary information, and store service process;
Timing and charging device is connected with described behavior control device by the peripheral unit management devices, is used for described online help service process is carried out timing, charging;
Instant communication device, be connected with described service jockey with described behavior control device by the peripheral unit management devices, the instant messages that is used to finish between described online help platform, help side's device, the side for help's device exchanges, and described instant messages comprises literal, image, audio frequency, video and file;
Data administrator is connected with described behavior control device by the peripheral unit management devices, is used to finish the storage and the accessing operation of data;
Background management device, be connected with described behavior control device by the peripheral unit management devices, described background management device comprises workflow engine parts, list engine components, regulation engine parts, GIS engine components, side for help's information management component, Service Source management component, qualification certification management component, be used to manage side for help's information, Service Source and help side's qualification, and finish the management that vocational work flow process, business form, business rule and GIS use.
Described peripheral unit management devices comprises message management parts, local interface engine components, lan interfaces engine components, Wide Area Network interface engine components; Wherein, the message management parts of described peripheral unit management devices are connected with the local interface engine components of described peripheral unit management devices, lan interfaces engine components, Wide Area Network interface engine components, and link to each other with described platform status control device.
Described message management parts are used to finish the message communicating between described behavior control device and described local interface engine components, described lan interfaces engine components, described Wide Area Network interface engine components.
Described local interface engine components, for local peripheral unit provides local communication interface, finish the message communicating between local peripheral unit and described message management parts, described local peripheral unit is meant the peripheral unit that is connected with described peripheral unit management devices by described local interface engine components.
Described lan interfaces engine components, for the local area network (LAN) peripheral unit provides the local area network communication interface, finish the message communicating between local area network (LAN) peripheral unit and described message management parts, described local area network (LAN) peripheral unit is meant the peripheral unit that is connected with described peripheral unit management devices by described lan interfaces engine components.
Described Wide Area Network interface engine components, for the wide area network peripheral unit provides the local area network communication interface, finish the message communicating between wide area network peripheral unit and described message management parts, described wide area network peripheral unit is meant the peripheral unit that is connected with described peripheral unit management devices by described Wide Area Network interface engine components.
The utility model provides the online help platform device based on state and condition managing, makes it possible to monitor in real time by platform device the state of side for help, help side and dispatching party, can in time dispatch or help management accordingly.The utility model also provides multiple scheduling strategy and scheduling mode, can not satisfy different application scene, different priorities not and the help side of the different contents of seeking help scheduling, can satisfy side for help's the requirement of seeking help convenient, fast, efficiently.The side for help is in rank and the qualification requirement initiating to specify the help side to reach when seeking help, and platform device and with this foundation and reference as scheduling can satisfy side for help's specific demand better.According to help side's level and professional ability, the help side is divided into a line help side, two wires help side and three-way help side, can satisfy the side for help's of different stage, different desired contents the needs of seeking help respectively.The utility model is supported backbone network, multiple network access way and network environment such as wired, wireless, can satisfy the needs that are in side for help and help side under the complex network environment better.The related platform device of the utility model detects side for help and help side's network condition automatically, and reduces needs to bandwidth and system resource by direct network ways of connecting as far as possible.The related platform device of the utility model provides integrated with call center's device, and can make telephonic telephone number come side for help's identity is discerned by the side for help, can improve the efficient of online help, and the service basis of hommization is provided.Identification, secure communication and authority and faith mechanism based on digital certificate, make this platform device and have higher fail safe, to satisfy in the online help business of sharing based on desktop needs to the fail safe aspect based on the application of this platform device.The utility model provides record, audit and the evaluation mechanism based on service process, makes to follow the tracks of and to audit whole service process, except that the guarantee of secure context, cooperates service evaluation, can improve the effect of online help itself and also constantly be improved.By the peripheral unit management devices, this platform device can be expanded on business, function.Based on the platform connected system of minute territory and differentiated control, more can expand from region and the last platform device that the utility model is related to of rank management.
Description of drawings
Fig. 1 forms structure chart for the online help platform device.
Fig. 2 is the platform deployment diagram.
Fig. 3 forms structure chart for the service jockey
Fig. 4 connects implementation structure figure for service
Fig. 5 is call center's annexation schematic diagram
Fig. 6 is a platform differentiated control schematic diagram
Fig. 7 divides territory management schematic diagram for platform
Fig. 8 forms structure chart for background management device
Fig. 9 is the multi-thread support schematic diagram of platform device
Figure 10 forms structure chart for side for help's device
Figure 11 forms structure chart for help side's device
Figure 12 is that side for help's device online help parts are formed structure chart
Figure 13 is that help side's device online help parts are formed structure chart
Figure 14 forms schematic diagram for the online help platform device
Figure 15 forms structure chart for the peripheral unit management devices
Figure 16 is a peripheral unit management devices local interface connection diagram
Figure 17 is a peripheral unit management devices lan interfaces connection diagram
Figure 18 is a peripheral unit management devices Wide Area Network interface connection diagram
Figure 19 mixes connection diagram for the peripheral unit management devices
Figure 20 is a peripheral unit management devices local interface platform deployment diagram
Figure 21 is a peripheral unit management devices lan interfaces platform deployment diagram
Figure 22 is a peripheral unit management devices Wide Area Network interface platform deployment diagram
Embodiment
As shown in Figure 1, for first embodiment of the present utility model, by online help platform 1, at least one side for help's device 2, at least one help side's device 3 is formed.The online help platform device, be meant platform 1 system that business support and technical support are provided in the help side provides the online help support to serve for the side for help process, wherein, the side for help is the user of operation side for help device 2, and the help side is the technical support personnel who helps the side for help to solve practical problem by help side's device 3.Side for help's device 2 and help side's device 3 are connected to online help platform 1 by network, and side for help's device 2 and help side's device 3 are connected to the network type of online help platform 1, can be telecommunications network, Broadcasting Cable Network, computer network; Online help platform 1 receives the request message of requiring assistance of side for help's device 2, for this side for help's device 2 is sought help side's device 3; By this side for help's device 2 and 3 screen pictures of help side's device share, exchange waies such as literal, voice, solve side for help's problem.
As shown in Figure 2, be the physics deployment diagram of first embodiment of the utility model.Wherein, online help platform 1 comprises platform 1 server, database server, call center's device.Side for help's device 2 and help side's device 3 are connected to online help platform 1 by telecommunication telephone net, Broadcasting Cable Network, computer network.Side for help's device 2 and help side's device 3 can be deployed in the consolidated network, also can be deployed in the heterogeneous networks.Side for help's device 2 can be desktop computer, portable computer, cable TV, smart mobile phone, phone, regular handset.Help side's device 3 can be desktop computer, portable computer, smart mobile phone, phone, regular handset.By the telecommunication telephone network, side for help and help side's smart mobile phone, phone, regular handset are connected to call center's device.
Online help platform 1 in the online help platform device comprises at least: a behavior control device 101, a dispatching device 102.Online help platform 1 can also comprise: 1 fen area managing device 113 of service jockey 103, a bundle of services group management apparatus 111, call center's device 104, a platform 1 differentiated control device 107, a platform, a security control apparatus 110, a maintenance device 109, a timing and charging device 112, an instant communication device 108, a data administrator 105, a background management device 106.
Wherein, dispatching device 1414 comprises the regulation management parts, is responsible for scheduling rule and handles, the solicited message of requiring assistance that dispatching device 1414 accepting state control device 101 are transmitted, the regulation management parts are used for selecting help side's device according to require assistance request message and scheduling rule according to scheduling rule.Scheduling rule is meant that the regulation management parts are used to select the constraints of help side's device.Scheduling rule can be the scheduling rule of side for help's device 2, also can be the scheduling rule of dispatching device 1414.Wherein, side for help's scheduling rule comprises: specify help side's rank, subscription services is specified the maximum duration of each online help or certain online help, definition online help priority.Wherein, the scheduling rule of dispatching device 1414 comprises: the rule of the shortest stand-by period according to the rule of the request type scheduling of requiring assistance, according to the rule of network bandwidth scheduling, provides the rule of subscription services.
Service jockey 103 is connected with behavior control device 101 at least, can also be connected with maintenance device 109, security control apparatus 110, instant communication device 108.Service jockey 103 receives the message that side for help's devices 2, help side's device 3 are sent to platform 1, and forwards to behavior control device 101, or with the message that behavior control device 101 sends, is transmitted to side for help's device 2, help side's device 3; Be responsible for the supervision result of the online help process of side for help's device 2 or help side's device 3 is forwarded to maintenance device 109; Be responsible for transmitting between side for help's device 2 and the platform 1 and the instant messaging content between help side's device 3 and the platform 1; Be responsible for to be sent to the forwards of side for help's device 2 or help side's device 3 to security control apparatus 110, encrypt by security control apparatus 110, and the encrypting messages that side for help's device 2 or help side's device 3 send is forwarded to security control apparatus 110, be decrypted by security control apparatus 110; Be responsible for identification side for help device 2 and help side's device 3 network environment attributes of living in, the network that assistance is set up the two connects, when setting up the network connection failure, be responsible for transmitting the network communication message of the two, described network environment attribute comprises that the network type of side for help's device 2 or help side's device 3 is network address information of local area network (LAN) or wide area network and side for help's device 2 or help side's device 3.
As shown in Figure 3, service jockey 103 comprises direct-connected parts 1031 of service and service forwarding parts 1032.Shown in Fig. 4 a, 4b, 4c, wherein, serve direct-connected parts 1031 and service and transmit parts 1032, be connected with the service link of side for help's device 2, and be connected with the service link of help side's device 3.Service jockey 103 receives the service connection request message of side for help's device 2 or help side's device 3, wherein serve direct-connected parts 1031 and be responsible for the network environment attribute that 3 in side for help's device 2 of online help relation and help side's device set up in judgements, determine the two communication mode according to the network environment attribute.Communication mode between side for help's device 2 and the help side's device 3 can be that direct communication also can be to transmit traffic carried by service jockey 103.Wherein, 3 Content of Communication of side for help's device 2 and help side's device can be side for help's device 2 screen image information, screen operator information, Word message, pictorial information, audio-frequency information, video information and file etc.
Shown in Fig. 4 a, when side for help's device 2 with help side's device 3 is in the same local area network (LAN) or in the same wide area network, or in the two a side local area network (LAN) the opposing party at wide area network, then serve direct-connected parts 1031 and send the direct-connected notification message of service to side for help's device 2 and help side's device 3, side for help's device 2 and help side's device 3 receive to serve and set up direct network behind the direct-connected notification message and be connected.
Shown in Fig. 4 b, when side for help's device 2 is in different local area network (LAN)s with help side's device 3, serve local area network (LAN) NAT (the Network Address Translate of 1031 pairs of side for help's devices 2 of direct parts and help side's device 3, network address translation) equipment penetrates, and obtains the network address and the network port that the service link of side for help's device 2 and help side's device 3 penetrates on NAT device.Serve 1031 pairs of NAT device of direct-connected parts and penetrate, with the network address of side for help's device 2 of obtaining after penetrating and the service link that the network port is sent to help side's device 3 with regard to the network at side for help's device 2 places; NAT device to the network at help side's device 3 places penetrates, and with the help side's that obtains after penetrating the network address and the network port, is sent to the service link of side for help's device 2.The network address and the network port after the service link basis NAT each other of side for help's device 2 and help side's device 3 penetrates are set up direct network and are connected.
Shown in Fig. 4 c, when side for help's device 2 and help side's device 3 can't be set up direct network and be connected, the network address and the network port that service jockey 103 will serve forwarding parts 1032 were sent to side for help's device 2 and help side's device 3.The service link of side for help's device 2 and help side's device 3 is the network address and the network port of Connection Service forwarding parts 1032 respectively, and the network that foundation is transmitted by service forwarding parts connects.
Bundle of services group management apparatus 111 is connected with behavior control device 101.Bundle of services group management apparatus 111 is handled the group service solicitation message of being sent by side for help's device 2 or help side's device 3, and wherein the group service solicitation message comprises the type of group service, the theme of group service, the time of group service and help side and side for help's list of group service.Bundle of services group management apparatus 111 is created a group, manages and transmit side for help's device 2 or the Content of Communication of help side's device 3 in the group service process in this group.Wherein, the group service mode can be: consultation of doctors mode (a plurality of help side's devices 3 provide online helping service for side for help's device 2), training method (help side's device 3 provides online training service for a plurality of side for help's devices 2), conferencing (3 in 2 in a plurality of side for help's devices and/or a plurality of help side's device are finished online discussion).
As shown in Figure 5, be call center's device 104 annexation schematic diagrames, wherein call center's device 104 is connected with behavior control device 101, side for help's device 2, help side's device 3.Call center's device 104 receives side for help's call, sends the idle help side's of searching request message to the behavior control device 101 of platform 1; Behavior control device 101 is transmitted described message to dispatching device 102, and the scheduling result message of receiving scheduling device 102, and wherein scheduling result message comprises the information of idle help side's device 3 of dispatching device selection; The described scheduling result message that call center's device 104, accepting state control device 101 return, and side for help's call is forwarded to described help side's device 3.
Fig. 6 is a platform 1 a differentiated control schematic diagram, wherein platform 1 differentiated control device 107 is connected with behavior control device 101, be used to manage the communication of 1 on a plurality of platforms, make two or more platforms 1 form platform 1 system of different hierarchies, and specify higher level's platform 1 to be total platform 1.Wherein subordinate's platform 1 is reported data to superior platforms 1, and superior platforms 1 is assigned control information to subordinate's platform 1.Total platform 1 is connected to secondary platform 1, secondary platform 1 be connected to secondary platform 1 subordinate's platform 1 and and the like.Can connect a plurality of side for help's devices 2 and a plurality of help side's device 3 by network platforms 1 at different levels.The platform 1 of different stage can be transmitted message that side for help's device 2 that this platform 1 connected and help side's device 3 send higher level and the subordinate's platform 1 to this platform 1.
Fig. 7 is platform territory management in 1 a fen schematic diagram, wherein 1 fen area managing device 113 of platform is connected with behavior control device 101, management is in the communication between the platform 1 in territory differently, make to set up by 1 fen area managing device 113 of platform between the platform 1 of two or more different regions interconnect, thereby form the online help platform device that covers different regions.
Timing and charging device 112 is connected with behavior control device 101.Described timing and charging device 112 is used for the help side is carried out timing to the online help that the side for help provides, and comprises the record to the time of time started and concluding time and intermediate suspension.Timing and charging device 112 chargeed according to the service time of record, and wherein the rule of Ji Feiing can comprise: by the rule of chargeing service time; The rule of chargeing by help side's rank; The rule that the problem types that proposes by the side for help charges.
As shown in Figure 8, described background management device 106 comprises workflow engine parts 1061, list engine components 1063, regulation engine parts 1062, GIS engine components 1064, side for help's information management component 1065, Service Source management component 1067 and qualification certification management component 1068.Wherein:
1065 pairs of side for help's essential informations of side for help's information management component are carried out maintenance and management, and essential information comprises: side for help's unique identification, side for help's identity, side for help's phone, the historical service log of side for help, side for help's paying information of chargeing.
Service Source management component 1067 management service resources, wherein Service Source comprises: (1) service catalogue storehouse, and the service content that the online help platform device provides to the side for help can include: recreation, internet searching, guidance, blog, the safety on line service (as look into the poisoning poison), mail is safeguarded, office software is supported, software download, and software is installed; (2) experts database has certain high-caliber help side in some business field; (3) knowledge base, for the help side provides solution at side for help's problem, these problems and solution can gather according to the information material of grasping in the daily service, accumulation obtains (4) software resource storehouse, includes some popular softwares, software for example domesticizes, virus killing, firewall software, office software, media play is soft builds, graph image software, download software, system optimization and backup software, Compress softwares software, file-sharing software, chat software, web browser, mail software, data are recovered software, video transforms software, and system detects software, ftp software etc.; (5) hardware driving and explanation stack room thereof include some commonly used hardware driving and specifications, desktop computer for example, computer notebook, computer printer, scanner, facsimile machine, digital camera, MP3, recording pen etc.; (6) document template storehouse includes some document template commonly used, meeting summary template for example, notice of meeting template, the workflow template, job duty masterplate, post specification masterplate, work handover masterplate, the work report masterplate, communication record masterplate, work plan masterplate work summary masterplate.
Qualification certification management component 1068 is used for help side's qualification and rank are authenticated and manage.According to the professional ability of help side in the service range of being authorized, the help side can be divided into different business ranks such as a line help side, two wires help side and three-way help side, wherein a line help side is born by the help side of general service level, the two wires help side is born by the help side of specialized service level, and three-way help side is born by senior help side.Wherein three-way help side is the expert in the experts database, also can be the technical support personnel of software vendor own.Along with the needs of business development, can increase other kind of help side's level.
As shown in Figure 9, be the multi-thread support schematic diagram of platform 1 system, platform 1 can provide multi-thread support for side for help's device 2, and the request message of requiring assistance that side for help's device 2 sends can be transmitted between a line help side, two wires help side and three-way help side.One line help side is responsible for answering side for help's call of being transmitted by call center's device 104, and provides online helping service for the side for help; Under the unsatisfied situation of service that a line help side can't deal with problems or the side for help is provided a line help side, can transmit this request message of requiring assistance to other lines help side, two wires help side or three-way help side, its specific implementation method can be that the side for help is interrupted current service, and the request that reschedules is proposed to platform 1, transmission is required assistance request message to online help platform 1, and in the request message of requiring assistance clear and definite required help side's rank; After perhaps a line help side obtains side for help's permission, send the request of requiring assistance to online help platform 1 and deliver message, under the situation of not interrupting the current service process, seek 2 lines or three-way help side by online help platform 1 again for the side for help, for the side for help continues service.
Require assistance can between a line help side, two wires help side, three-way help side, the delivering of request message.For example: a line help side can go to the two wires help side, and a line help side can directly go to three-way help side, and the two wires help side can go to three-way help side.
As shown in figure 10, be the composition structure chart of side for help's device 2, described side for help's device 2 comprises local condition managing parts 201, login parts 202, desktop custom component 210, regulation management parts 211, safety management parts 209, instant messaging parts 206, service link 207, audit parts 205, estimates parts 212, online help parts 208, bandwidth self-adaption parts 203, forces to finish Service Part 204.
As shown in figure 11, be the composition structure chart of help side's device 3, described help side's device 3 comprises local condition managing parts 301, login parts 302, desktop custom component 309, regulation management parts 310, safety management parts 308, instant messaging parts 305, service link 306, audit parts 304, estimates parts 311, online help parts 307, queuing management parts 303.
Side for help's device 2 local condition managing parts 201 finish Service Part 204 and are connected with login parts 202, desktop custom component 210, regulation management parts 211, safety management parts 209, instant messaging parts 206, service link 207, audit parts 205, evaluation parts 212, online help parts 208, bandwidth self-adaption parts 203, pressure.Local condition managing parts 201 are responsible for the local state recording of registration side for help device 2, the local state of record side for help device 2, be responsible for behavior control device 101, and coordinate the information interaction of side for help's device 2 internal parts the state variation result notification platform 1 of side for help's device 2.
The service link 207 of side for help's device 2 is connected with the service jockey 103 of local condition managing parts 201 and online help platform 1, can also be connected with instant messaging parts 206, audit parts 205, safety management parts 209, online help parts 208.Service link 207 receiving platforms 1 are sent to the message of side for help's device 2, or the message that side for help's device 2 sends is transmitted to platform 1; Under the coordination of the service jockey 103 of platform 1, the service link 207 of side for help's device 2 is set up network with the service link 306 of help side's device 3 and is connected, and finishes between side for help's device 2 and the help side's device 3 directly message communicating; The service link 207 of side for help's device 2 and the service link 306 of help side's device 3 by the service jockey 103 of platform 1, are transmitted the two network communication message.
The parts 202 that land of side for help's device 2 are connected with local condition managing parts 201, and the logging request of side for help's device 2 is sent to local condition managing parts 201; Local condition managing parts are forwarded to safety management parts 209 with logon information, and receive the logon information that carries out digital signature and information encryption by safety management parts 209; The logon information that local condition managing parts 201 will sign and encrypt is forwarded to service link 207, sends out 207 by the service link and delivers to platform 1.That lands that parts 202 can also receive that local condition managing parts 201 transmit lands the checking result by what platform 1 sent.
The desktop custom component 210 of side for help's device 2 is connected with local condition managing parts 201, is used to customize the operation interface of side for help's device 2.
The regulation management parts 211 of side for help's device 2 are connected with local condition managing parts 201, are used for management and application with side for help's device 2 end scheduling rules.The regulation management parts 211 of side for help's device 2 are responsible for the additional side for help's scheduling rule information of the solicited message of requiring assistance that side for help's device 2 sends.
The safety management parts 209 of side for help's device 2 are connected with local condition managing parts 201, can also be connected with service link 207.Safety management parts 209 receive the logon information that local condition managing parts 201 are transmitted, and the discriminating digit certificate information is signed to logon information, and the back logon information of will signing is back to local condition managing parts 201; Receive the enciphered message that service link 207 is transmitted, enciphered message is carried out decrypts information, will decipher back information and return the service link; Receive the need enciphered message that service link 207 is transmitted, the need enciphered message is carried out information encryption, the information after encrypting is returned service link 207.
The instant messaging parts 206 of side for help's device 2 are connected with local condition managing parts 201, can also be connected with service link 207.Instant messaging parts 206 are finished between side for help's device 2, help side's device 3 and the platform 1, or between side for help's device 2 and the help side's device 3, based on the instant messages interchange of text, image, file and audio frequency, video.
The audit parts 205 of side for help's device 2 are connected with local condition managing parts 201, can also be connected with service link 207.205 pairs of online help service processes of audit parts are carried out record of the audit, wherein the information of record of the audit comprises: the information such as instant messaging between the operation of the screen picture of side for help's device 2, help side's device 3, side for help's device 2 and the help side's device 3, and be kept on 2 machines of side for help's device.Wherein operation information includes mouse position and operation information, keyboard and operation information, and the procotol of the network address, the network port of opening and the use of visit, also comprises the file name of visit and the program name of execution; Instant communication information includes telephonograph, networking telephone recording, the text chat content in the service process and transmits file history etc.After the online help service finished, the audit parts sent the record of the audit data by service link 207 to platform 1.
The evaluation parts 212 of side for help's device 2 are connected with local condition managing parts 201, and the Function of Evaluation to the quality and satisfaction of online help service process is provided.After the online help service finishes, evaluation result is forwarded to local condition managing parts 201, local condition managing parts 201 are forwarded to service link 207 with evaluation result, by service link 207 evaluation result are sent to platform 1.
The online help parts 208 of side for help's device 2 are connected with local condition managing parts 201 at least, can also be connected with service link 207.Online help parts 208, be responsible for finishing the initiation function of online help service request, the screen message of the side for help's device 2 in the online help service process sends and from the receiving function of the screen operator order of help side's device 3, finishes online help service function etc.
As shown in figure 12, side for help's device 2 online help parts 208, comprising requires assistance initiates parts 2071, affirmation scheduling result parts 2073, affirmation beginning Service Part 2074, confirm that online service link 2072, online service parts 2075, duplex coordination parts 2077, affirmation finish Service Part 2076; Wherein,
Require assistance and initiate parts 2071, be connected, finish the initiation function of side for help's request of requiring assistance with local condition managing parts 201;
Confirm scheduling result parts 2073, be connected that help side's information that 1 scheduling is selected to platform is confirmed with local condition managing parts 201;
Confirm beginning Service Part 2074, be connected 201, the service that begins that 2 pairs of help side's devices of side for help's device 3 are initiated is confirmed with local condition managing parts;
Confirm online service link 2072, be connected 201 with local condition managing parts, the online service of finishing between side for help's device 2 and the help side's device 3 connects;
Duplex is coordinated parts 2077, be connected 201 with local condition managing parts, control described side for help's device 2,, and coordinate the help side desktop environment B is operated for help side's online help is created a desktop environment B who is different from the desktop environment A of the current operation of side for help;
Confirm to finish Service Part 2076, be connected 201, confirm for the end service that 2 pairs of help side's devices of side for help's device 3 are initiated with local condition managing parts.
The bandwidth self-adaption parts 203 of side for help's device 2 are connected with local condition managing parts 201.Bandwidth self-adaption parts 203 adapt to the network bandwidth in the online help process automatically, according to the network bandwidth parameter of the screen picture of the online help parts transmission of side for help's device 2 are handled.Wherein, the screen picture parameter comprises: the size of screen picture, number of colours, transmission frequency.
The pressure of side for help's device 2 finishes Service Part 204, is connected with local condition managing parts 201, and forced interruption and the function that finishes service in the service process are provided.In the process that the online help that side for help's device 2 receives help side's device 3 to be provided is served, force to finish Service Part 204 and can send pressure end service message to local condition managing parts 201, close the online help parts by local condition managing parts 201, realize side for help's device 2 ends thus, force to finish the function of online help service process.
The local condition managing parts 301 of help side's device 3, with login parts 302, desktop custom component 309, regulation management parts 310, safety management parts 308, instant messaging parts 305, service link 306, audit parts 304, estimate parts 311, online help parts 307, queuing management parts 303 and be connected.Wherein local condition managing parts 301 are responsible for the state of record help side device 3, with the state variation result notification platform 1 of help side's device 3, and the information interaction of coordination help side device 3 internal parts.
The service link 306 of help side's device 3 is connected with the service jockey 103 of local condition managing parts 301, online help platform 1, can also be connected with instant messaging parts 305, audit parts 304, safety management parts 308, online help parts 307.Service link 306 receiving platforms 1 are sent to the message of help side's device 3, or the message that help side's device 3 sends is transmitted to platform 1; Under the coordination of the service jockey 103 of platform 1, the service link 207 of side for help's device 2 is set up network with the service link 306 of help side's device 3 and is connected, and finishes side for help's device 2 and 3 direct message communicatings of help side's device; The service link 207 of side for help's device 2 and the service link 306 of help side's device 3 by the service jockey 103 of platform 1, are transmitted the two network communication message.
The landing parts 302, be connected of help side's device 3 with local condition managing parts 301.The logging request of help side's device 3 is sent to local condition managing parts 301; Local condition managing parts are forwarded to safety management parts 308 with logon information, and receive the logon information that carries out digital signature and information encryption by safety management parts 308; The logon information that local condition managing parts 301 will sign and encrypt is forwarded to service link 306, sends out 306 by the service link and delivers to platform 1.That lands that parts 302 can also receive that local condition managing parts 301 transmit lands the checking result by what platform 1 sent.
The desktop custom component 309 of help side's device 3 is connected with local condition managing parts 301.The operation interface of customization help side device 3.
The regulation management parts 310 of help side's device 3 are connected with local condition managing parts 301, are responsible for the management and the application of the scheduling rule of help side's device 3 ends, and finish the explanation and the execution of scheduling rule in the solicited message of requiring assistance.
The safety management parts 308 of help side's device 3 are connected with local condition managing parts 301, can also be connected with service link 306.Safety management parts 308 receive the logon information that local condition managing parts 301 are transmitted, and the discriminating digit certificate information is signed to logon information, and the back logon information of will signing is back to local condition managing parts 301; Receive the enciphered message that service link 306 is transmitted, enciphered message is carried out decrypts information, will decipher back information and return the service link; Receive the need enciphered message that service link 306 is transmitted, the need enciphered message is carried out information encryption, the information after encrypting is returned service link 306.
The instant messaging parts 305 of help side's device 3 are connected with local condition managing parts 301, can also be connected with service link 306.Instant messaging parts 305 are finished between side for help's device 2, help side's device 3 and the platform 1, or between side for help's device 2 and the help side's device 3, based on the instant messages interchange of text, image, file and audio frequency, video.
The audit parts 304 of help side's device 3 are connected with local condition managing parts 301, can also be connected with service link 306.Audit parts 304, the online help service process is carried out record of the audit, wherein the information of record of the audit comprises: the information such as instant messaging between the operation of the screen picture of side for help's device 2, help side's device 3, side for help's device 2 and the help side's device 3, and be kept on 3 machines of help side's device.Wherein operation information includes mouse position and operation information, keyboard and operation information, and the procotol of the network address, the network port of opening and the use of visit, also comprises the file name of visit and the program name of execution; Instant communication information includes telephonograph, networking telephone recording, the text chat content in the service process and transmits file history etc.After the online help service finished, the audit parts sent the record of the audit data by service link 306 to platform 1.
The evaluation parts 311 of help side's device 3 are connected 301 with local condition managing parts, are used to provide the function that service content is summarized.
The online help parts 307 of help side's device 3, with local condition managing parts 301, service link 306 is connected.Be responsible for finishing the online help service and initiate function, side for help's device 2 screen messages in the online help service process receive and send the screen operator command function to side for help's device 2, initiate to finish online service request function etc.
As shown in figure 13, the online help parts 307 of help side's device 3 comprise: initiate beginning Service Part 3073, affirmation online service link 3071, online service parts 3074, screen picture convergent-divergent parts 3075, initiate to finish Service Part 3072.
Initiate beginning Service Part 3072, be connected, initiate the request that service begins to side for help and side for help's device 2 with local condition managing parts 301;
Confirm online service link 3071, be connected that the online service of finishing between side for help's device 2 and the help side's device 3 connects with local condition managing parts 301;
Screen picture convergent-divergent parts 3075, the screen picture that is connected with local condition managing parts 301 in service process to side for help's device 2 of receiving carries out convergent-divergent;
Initiate to finish Service Part 3072, be connected, initiate the request that service finishes to side for help and side for help's device 2 with local condition managing parts 301.
The queuing management parts 303 of help side's device 3 are connected with local condition managing parts 301.Queuing management parts 303 monitoring side for help waiting lists receive the priority adjustment instruction of local condition managing parts 301, and the priority adjustment is carried out in the request of side for help's waiting list.By the priority adjustment to side for help's waiting list, help side's device 3 can be preferably some side for help service is provided.Queuing management parts 303 monitoring reservation queues are that queuing management parts 303 send the subscription services prompting message to the online help parts of help side's device 3 when certain reserve requests arrives subscription time.
As shown in figure 14, be second embodiment of the present utility model, promptly based on the online help platform device of peripheral unit management devices 1402, platform device is made up of behavior control device 1401, peripheral unit management devices 1402 and peripheral unit.Wherein behavior control device 1401 and peripheral unit management devices 1402 are cores of platform 4, and peripheral unit is provided for finishing between side for help's device and the help side's device the relevant business function of online help process.Peripheral unit can comprise that dispatching device 1414, service jockey 1404, bundle of services group management apparatus 1411, call center's device 1413, platform differentiated control device 1405, platform divide area managing device 1403, security control apparatus 1410, maintenance device 1412, timing and charging device 1408, instant communication device 1406, data administrator 1407 and background management device 1409.
The peripheral unit management devices 1402 of online help platform 4 is connected with behavior control device 1401, and peripheral unit is connected with the peripheral unit management devices 1402 of platform 4.Peripheral unit management devices 1402 is carrying out forwards between behavior control device 1401 and the peripheral unit and between the different peripheral unit, be that the forwards sent of accepting state control device 1401 is to the peripheral unit that receives this message, or the forwards that peripheral unit is sent is to behavior control device 1401, and gives other peripheral units with the forwards that a certain peripheral unit sends.Peripheral unit management devices 1402 provides the interface of unified visit external device for the State Control state, and promptly behavior control device 1401 need not to be concerned about the physical location at peripheral unit place, the specific implementation of peripheral unit and the running environment of external device.
Peripheral unit management devices 1402 is respectively local interface, lan interfaces and Wide Area Network interface for peripheral unit provides three kinds of communication interfaces.Wherein wide area network can be the Internet, Broadcasting Cable Network, telecommunications network or wireless network.Peripheral unit can be connected by a kind of and peripheral unit in local interface, lan interfaces or the Wide Area Network interface and communicate.
As shown in figure 15, peripheral unit management devices 1402 comprises message management parts 1501, local interface engine components 1502, lan interfaces engine components 1503 and Wide Area Network interface engine components 1504.Local interface engine components 1502 calls for peripheral unit provides local interface, lan interfaces engine components 1503, for peripheral unit provides the calling interface of Socket, Wide Area Network interface engine components 1504 provides the calling interface of Web Service for peripheral unit.Message management apparatus respectively with local interface engine components 1502, lan interfaces engine components 1503 is connected with Wide Area Network interface engine components 1504, and links to each other with the behavior control device 1401 of platform 4.When behavior control device 1401 needs that device initiates a message to the periphery, behavior control device 1401 device management device 1402 at first to the periphery sends local message, peripheral unit is decided on the connected mode of peripheral unit and peripheral unit management devices 1402 according to being transmitted to corresponding peripheral unit by local interface engine components 1502 or lan interfaces engine components 1503 or Wide Area Network interface engine components 1504 again.
Simultaneously, local interface engine components 1502, lan interfaces engine components 1503, Wide Area Network interface engine components 1504 provide identical standardization calling interface standard for peripheral unit, and calling interface comprises peripheral unit registration interface, peripheral unit cancellation interface, master control interface, instruction input interface, instruction output interface, is concerned about and instructs registration interface and care instruction to nullify interface.The attribute information that is used to register peripheral unit self of peripheral unit registration interface, the peripheral unit attribute information comprises: the business function type that peripheral unit is finished, peripheral unit and peripheral unit management devices 1402 connection types etc.; Peripheral unit is nullified interface and is used to close peripheral unit; The master control interface is used to start the service procedure of peripheral unit; The instruction input interface is used for command information is transmitted to peripheral unit; The instruction output interface is used for the command information of peripheral unit is sent to peripheral unit management devices 1402; Be concerned about that the instruction registration interface is used to notify the peripheral unit management devices classes of instructions that 1402 registration peripheral units are concerned about, make peripheral unit receive only and handle such other the instruction, classes of instructions is used to describe the receivable News Category that is sent by behavior control device of peripheral unit; Be concerned about that instruction cancellation interface is used to notify peripheral unit management devices 1402 to nullify the classes of instructions that peripheral units are concerned about.Wherein, master control interface and instruction input interface realized by peripheral unit, and peripheral unit registration interface, peripheral unit nullify interface, instruction output interface, be concerned about the instruction registration interface and be concerned about that instruction nullifies interface and realized by the interface engine parts of peripheral unit management devices 1402.
Local peripheral unit exists with kit form, and realizes the local interface of standardization calling interface, and the local interface engine components 1502 that calls for peripheral unit management devices 1402 calls.The local area network (LAN) peripheral unit is realized the Socket interface of standardization calling interface, is connected to the lan interfaces engine components 1503 of peripheral unit management devices 1402 by Socket.The wide area network peripheral unit exists with the form of Web service, has realized the Wide Area Network interface of standardization calling interface, be deployed on the Web server usually, and by the Wide Area Network interface engine calling of Web Service interface for peripheral unit management devices 1402.
The interface of peripheral device method of calling is as follows:
1, the method for calling of local peripheral unit
1) the peripheral unit management devices 1402 of platform 4 is by its local interface engine components 1502 local peripheral unit that predefined route searching can be used in this locality, and the peripheral unit registration interface by local interface engine components 1502 is registered to this example in the local interface engine components 1502;
2) local peripheral unit returns to self attribute information the local interface engine components 1502 of peripheral unit management devices 1402 by the peripheral unit registration interface;
3) the local interface engine components 1502 of the peripheral unit management devices 1402 of platform 4 calls the master control interface of local peripheral unit;
4) local peripheral unit starts service procedure, and calls the care instruction registration interface of local interface engine components 1502, the classes of instructions that notice local interface engine components 1502 local peripheral units are concerned about; The classes of instructions that local interface engine components 1502 these peripheral units of record of peripheral unit management devices 1402 are concerned about.
5) the local interface engine components 1502 of peripheral unit management devices 1402 is sent to the behavior control device 1401 of platform 4 with attribute information, and the state recording of notify status control device 1401 these this locality peripheral units of registration; The local interface engine components 1502 of peripheral unit management devices 1402, the classes of instructions that local peripheral unit is received is sent to behavior control device 1401, the received instruction type of behavior control device 1401 minute book ground peripheral units.
6) in the time will stopping local peripheral unit, behavior control device 1401 is by message management parts 1501, send the peripheral unit transmission to local interface engine components 1502 and stop message, local interface engine components 1502 sends peripheral unit and stops forwards to local peripheral unit, local peripheral unit calls the care instruction of local interface engine components 1502 and nullifies interface, local interface engine components 1502 calls the cancellation interface, stops local peripheral unit, behavior control device 1401; Local interface engine components 1502, by message management parts 1501, the log-out instruction message with peripheral unit is sent to behavior control device 1401, the received classes of instructions of the local peripheral unit of behavior control device 1401 deletions; By message management parts 1501, local interface engine components 1502 has stopped message with peripheral unit and has been sent to behavior control device 1401, the state recording of the local peripheral unit of behavior control device 1401 deletions.
2, local area network (LAN) interface of peripheral device method of calling
Read local profile when 1) the lan interfaces engine components 1503 of peripheral unit management devices 1402 starts, monitor Socket, wait for the connection of local area network (LAN) peripheral unit according to the port startup of configuration;
Read the configuration file of self when 2) the local area network (LAN) peripheral unit starts, obtain the lan interfaces engine components 1503 of peripheral unit management devices 1402 and monitor the network address, the network port and the network protocol type of Socket, and connect the lan interfaces engine components 1503 of peripheral unit management devices 1402;
3) the local area network (LAN) peripheral unit is packaged into the peripheral unit registration message with the attribute information of self, is sent to the lan interfaces engine components 1503 of peripheral unit management devices 1402;
4) the lan interfaces engine components 1503 of peripheral unit management devices 1402 is received the peripheral unit registration message;
5) the lan interfaces engine components 1503 of peripheral unit management devices 1402 sends master control operation message to the local area network (LAN) peripheral unit; The local area network (LAN) peripheral unit is received master control operation message, starts operation;
6) the local area network (LAN) peripheral unit sends and is concerned about the lan interfaces engine components 1503 of instruction registration message to peripheral unit management devices 1402, the classes of instructions that notice peripheral unit management devices 1402 is concerned about; The classes of instructions that lan interfaces engine components 1503 these peripheral units of record of peripheral unit management devices 1402 are concerned about;
7) the lan interfaces engine components 1503 of peripheral unit management devices 1402, obtain the attribute information of this local area network (LAN) peripheral unit, this attribute information is sent to the behavior control device 1401 of platform 4, and the state recording of notify status control device 1401 these this locality peripheral units of registration; The lan interfaces engine components 1503 of peripheral unit management devices 1402, the classes of instructions that the local area network (LAN) peripheral unit is received is sent to behavior control device 1401, the received instruction type of behavior control device 1401 record local area network (LAN) peripheral units.
8) in the time will stopping the local area network (LAN) peripheral unit, behavior control device 1401 is by message management parts 1501, send the peripheral unit transmission to lan interfaces engine components 1503 and stop message, lan interfaces engine components 1503 sends peripheral unit and stops forwards to the local area network (LAN) peripheral unit; The local area network (LAN) peripheral unit sends is concerned about the instruction logout message to lan interfaces engine components 1503, and lan interfaces engine components 1503 calls the cancellation interface, stops the local area network (LAN) peripheral unit.Lan interfaces engine components 1503, by message management parts 1501, the log-out instruction message with peripheral unit is sent to behavior control device 1401, the received classes of instructions of behavior control device 1401 deletion local area network (LAN) peripheral units; By message management parts 1501, lan interfaces engine components 1503 has stopped message with the local area network (LAN) peripheral unit and has been sent to behavior control device 1401, the state recording of behavior control device 1401 deletion local area network (LAN) peripheral units.
3, wide area network interface of peripheral device method of calling
1) the Wide Area Network interface engine components 1504 of peripheral unit management devices 1402 reads the peripheral unit configuration file, obtains the URL of wide area network peripheral unit and the soap protocol of Web service and describes;
2) peripheral unit management devices 1402 Wide Area Network interface engine components 1504 call the peripheral unit registration interface, and the wide area network peripheral unit is registered in the Wide Area Network interface engine components 1504;
3) the wide area network peripheral unit returns to peripheral unit management devices 1402 Wide Area Network interface engine components 1504 by soap protocol with self attribute information;
4) peripheral unit management devices 1402 Wide Area Network interface engine components 1504 call the master control operation method of wide area network peripheral unit;
5) the wide area network peripheral unit starts service procedure, by the instruction output intent of Wide Area Network interface engine components 1504, will start successful information and return to peripheral unit management devices 1402 Wide Area Network interface engine components 1504;
6) the wide area network peripheral unit calls the care instruction register method of Wide Area Network interface engine components 1504, the classes of instructions that registration wide area network peripheral unit is concerned about; Peripheral unit management devices 1402 Wide Area Network interface engine components 1504 write down the classes of instructions that this peripheral unit is concerned about;
7) peripheral unit management devices 1402 Wide Area Network interface engine components 1504 are sent to the behavior control device 1401 that platform 4 installs with attribute information, and the state recording of notify status control device 1401 these wide area network peripheral units of registration; The Wide Area Network interface engine components 1504 of peripheral unit management devices 1402, the classes of instructions that the wide area network peripheral unit is received is sent to behavior control device 1401, the received instruction type of behavior control device 1401 record wide area network peripheral units.
8) in the time will stopping the wide area network peripheral unit, behavior control device 1401 sends to the wide area network peripheral unit by Wide Area Network interface engine components 1504 and stops message, the wide area network peripheral unit calls the care instruction cancellation method of Wide Area Network interface engine components 1504, Wide Area Network interface engine components 1504 calls cancellation method, stops the wide area network peripheral unit.Wide Area Network interface engine components 1504, by message management parts 1501, the log-out instruction message with peripheral unit is sent to behavior control device 1401, the received classes of instructions of behavior control device 1401 deletion wide area network peripheral units; By message management parts 1501, Wide Area Network interface engine components 1504 has stopped message with the wide area network peripheral unit and has been sent to behavior control device 1401, the state recording of behavior control device 1401 deletion wide area network peripheral units.
Dissimilar peripheral units can exist 0 or a plurality of example simultaneously, the difference of the communication interface that realizes according to each example, and the different instances of same type can be divided into local peripheral unit example again, local area network (LAN) peripheral unit example, wide area network peripheral unit example.The different instances of same type peripheral unit can be according to geographical position and network type different, finish mutual with peripheral unit management devices 1402 by a kind of in above-mentioned three kinds of communication interfaces.
As shown in figure 16, be the 3rd embodiment of the utility model.Wherein, peripheral unit and behavior control device 1401, peripheral unit management devices 1402 are deployed in the same physical machine, and peripheral unit is finished information interaction by local interface engine components 1502 with peripheral unit management devices 1402.
As shown in figure 17, be the 4th embodiment of the utility model.Wherein, peripheral unit is connected with lan interfaces engine components 1503 in local area network (LAN), and communicates by the Socket procotol.
As shown in figure 18, be the 5th embodiment of the utility model.Wherein, peripheral unit all is deployed in the Web server of physical machine independently, is connected with the Wide Area Network interface engine components 1504 of peripheral unit by wide area network.The mode that Wide Area Network interface engine components 1504 calls with Web service is called the wide area network peripheral unit and is realized communication.
As shown in figure 19, be the 6th embodiment of the utility model.Wherein, dispatching device 1414, bundle of services group management apparatus 1411, call center's device 1413, security control apparatus 1410 are local peripheral unit, are connected to peripheral unit management devices 1402 by the local interface engine components; Background management device 1409, timing and charging device 1408, data administrator 1407, maintenance device 1 are the local area network (LAN) peripheral unit, are connected to peripheral unit management devices 1402 by the lan interfaces engine components; Maintenance device 2, instant communication device 1406, service jockey 1404, platform differentiated control device 1405, platform divide area managing device 1403, are connected to peripheral unit management devices 1402 for the wide area network peripheral unit by the Wide Area Network interface engine components.Wherein, maintenance device 1412 has 2 examples, and maintenance device 1 is connected to peripheral unit management devices 1402 by local area network (LAN), and maintenance device 2 is connected to peripheral unit management devices 1402 by wide area network.
Shown in Figure 16,17,18,19, when needs increase certain type peripheral unit of deployment newly or increase the new example of already present certain type peripheral unit, can be according to geographical position, the network environment of the new example of newly-increased peripheral unit of disposing or already present peripheral unit, select between peripheral unit and peripheral Service Management device a kind of in three kinds of annexations, the peripheral unit of newly-increased deployment or the new example of already present peripheral unit are connected to peripheral unit management devices 1402.Can be implemented in the seamless integrated of line helpdesk appliance services function and level and smooth expansion by this newly-increased deployment and example addition manner.
Shown in Figure 20,21,22, be the deployment diagram of the the 3rd, the 4th, the 5th embodiment of the utility model, promptly this locality of the peripheral unit of online help platform device connects, local area network (LAN) connects, wide area network connects deployment diagram.Wherein, online help platform 4 comprises Platform Server, database server, call center's device 1413.Side for help's device 2 and help side's device 3 are connected to online help platform 4 by telecommunication telephone net, Broadcasting Cable Network, computer network.Side for help's device 2 and help side's device 3 can be deployed in the consolidated network, also can be deployed in the heterogeneous networks.Side for help's device 2 can be desktop computer, portable computer, cable TV, smart mobile phone, phone, regular handset.Help side's device 3 can be desktop computer, portable computer, smart mobile phone, phone, regular handset.By the telecommunication telephone network, side for help and help side's smart mobile phone, phone, regular handset are connected to call center's device 1413.
As shown in figure 20, comprise behavior control device 1401, peripheral unit management devices 1402 and a plurality of local peripheral unit in the Platform Server.As shown in figure 21, Platform Server comprises behavior control device 1401, peripheral unit management devices 1402, and the local area network (LAN) peripheral unit is connected to Platform Server by LAN.As shown in figure 22, Platform Server comprises behavior control device 1401, peripheral unit management devices 1402, is connected to Platform Server by Wide Area Network.
Certainly; the utility model can also have other various embodiments; do not deviating under this novel spirit and the real situation; haveing the knack of those skilled in the art can make various corresponding changes and distortion according to the utility model, but these corresponding changes and distortion all should belong to the protection range of claim of the present utility model.
Claims (36)
1. online help platform device, comprise the interconnective online help platform of agreement Network Based, at least one side for help's device and at least one help side's device, it is characterized in that described online help platform comprises behavior control device and dispatching device at least, wherein:
Behavior control device is connected to described dispatching device, is used to manage the state of described side for help's device, described help side's device and described other devices of platform;
Dispatching device is connected to described behavior control device, is used for selecting help side's device according to the request of side for help's device.
2. online help platform device according to claim 1 is characterized in that, described online help platform also can comprise:
Service jockey, described service jockey comprise serves direct-connected parts and service forwarding parts, wherein serves direct-connected parts and is connected with described help side's device with described side for help's device with service forwarding parts; Serve direct-connected parts and be used to discern described side for help's device and described help side's device network environment attribute of living in, assist side for help's device to set up direct network and be connected with help side's device; Service is transmitted parts and is responsible for setting up when side for help's device and help side's device are set up direct network connection failure and transmits the network that parts transmit by service and be connected.
3. online help platform device according to claim 1 is characterized in that, described online help platform can also comprise:
Group service management devices, described group service management devices are used to described side for help's device and described help side's device, set up a group, the communicating to connect of side for help's device described in the management group and described help side's device.
4. online help platform device according to claim 1 is characterized in that, described online help platform also can comprise:
Call center's device is connected with described behavior control device, described side for help's device, described help side's device, is used for side for help's call is forwarded to described help side's device.
5. online help platform device according to claim 1 is characterized in that, described online help platform also can comprise:
Platform differentiated control device is connected with described behavior control device, is used to set up communicating to connect and carrying out differentiated control of a plurality of described online help platform classification.
6. online help platform device according to claim 1 is characterized in that, described online help platform also can comprise:
Platform divides area managing device, is connected with described behavior control device, and management is in communicating to connect between the described online help platform in territory differently.
7. online help platform device according to claim 1 is characterized in that, described online help platform also can comprise:
Security control apparatus is connected with described service jockey with described behavior control device, is used to verify the legitimacy of side for help's device or help side's device identity, to data message encrypt, decryption oprerations;
Maintenance device, be connected with described service jockey with described behavior control device, be used to receive the service process record of the online help that described help side's device provides for described recourse device, described side for help to the evaluation information of service process and help side summary information, and store service process;
Timing and charging device is connected with described behavior control device, is used for described online help service process is carried out timing, charging;
Instant communication device, be connected with described service jockey with described behavior control device, the instant messages that is used to finish between described online help platform, help side's device, the side for help's device exchanges, and described instant messages comprises literal, image, audio frequency, video and file;
Data administrator is connected with described behavior control device, is used to finish the storage and the accessing operation of data;
Background management device, be connected with described behavior control device, described background management device comprises workflow engine parts, list engine components, regulation engine parts, GIS engine components, side for help's information management component, Service Source management component, qualification certification management component, be used to manage side for help's information, Service Source and help side's qualification, and finish the management that vocational work flow process, business form, business rule and GIS use.
8. online help platform device according to claim 1 is characterized in that, described dispatching device comprises:
The regulation management parts, be used for selecting help side's device according to require assistance request message and scheduling rule, described scheduling rule comprises specifies help side's rule, one or more rules in reservation rule, comparing cell speed rule, the shortest stand-by period rule of side for help in advance.
9. according to the described online help platform device of claim 1, it is characterized in that described side for help's device comprises:
Local condition managing parts, finish Service Part and be connected with login parts, desktop custom component, regulation management parts, safety management parts, instant messaging parts, service link, audit parts, evaluation parts, online help parts, bandwidth self-adaption parts, pressure, be used to safeguard the state recording of described side for help's device or described help side's device, and be responsible for the information interaction between the described side for help's device of coordination or described help side's device internal part.
10. according to the described online help platform device of claim 1, it is characterized in that described side for help's device also comprises:
The service link is connected with local condition managing parts, can also be connected with safety management parts, online help parts, instant messaging parts, audit parts, be used to realize communicating by letter between described side for help's device and described help side's device, be used for communicating by letter between described side for help's device or described help side's device and described online help platform.
11., it is characterized in that described side for help's device also comprises according to the described online help platform device of claim 1:
The online help parts, comprising requires assistance initiates parts, affirmation scheduling result parts, affirmation beginning Service Part, confirm that online service link, online service parts, duplex coordination parts, affirmation finish Service Part; Wherein,
The initiation parts of requiring assistance are finished the initiation function of side for help's request of requiring assistance;
Confirm the scheduling result parts, help side's information that dispatching platforms is selected is confirmed;
Confirm the beginning Service Part, the service that begins that side for help's device is initiated help side's device is confirmed;
Confirm the online service link, the online service of finishing between side for help's device and the help side's device connects;
The online service parts are finished the remote online helping service in the online help process; In the remote online helping service process, the online service parts are responsible for finishing the transmission of screen message and are received information such as screen operational order;
Duplex is coordinated parts, controls described side for help's device, for help side's online help is created a desktop environment B who is different from the desktop environment A of the current operation of side for help, and coordinates the help side desktop environment B is operated;
Confirm to finish Service Part, confirm for the end service that side for help's device is initiated help side's device.
12., it is characterized in that described side for help's device also can comprise according to the described online help platform device of claim 1:
The audit parts are connected with local condition managing parts, can also be connected with the service link, are used for call wire helping service process, and send the record of the audit data to described online help platform.
13., it is characterized in that described side for help's device also can comprise according to the described online help platform device of claim 1:
The regulation management parts are connected with local condition managing parts, the solicited message of requiring assistance that is used to side for help's device to send, additional side for help's scheduling rule.
14., it is characterized in that described side for help's device also can comprise according to the described online help platform device of claim 1:
Estimate parts, be connected, be used to provide Function of Evaluation, send evaluation result to platform to the online help service process with local condition managing parts.
15., it is characterized in that described side for help's device also can comprise according to the described online help platform device of claim 1:
The bandwidth self-adaption parts are connected with local condition managing parts, are used for according to the network bandwidth screen picture parameter of the online help parts transmission of side for help's device being adjusted.
16., it is characterized in that described side for help's device also can comprise according to the described online help platform device of claim 1:
Force to finish Service Part, be connected, forced interruption and the function that finishes service in the service process are provided with local condition managing parts.
17., it is characterized in that described side for help's device also can comprise according to the described online help platform device of claim 1:
Land parts, desktop custom component, safety management parts, instant messaging parts; Wherein,
Land parts, be used to finish described side for help's device and land to the function of described online help platform;
The desktop custom component is used to customize the operation interface displaying contents of side for help's device;
The safety management parts are used for described side for help's device logon information is signed and encrypted, and the information that described side for help's device is sent to described online help platform is encrypted, and the enciphered message that described side for help's device is received is decrypted;
The instant messaging parts are used to finish that the instant messages based on text, image, file and audio frequency, video exchanges between described side for help's device and the described online help platform.
18., it is characterized in that described help side's device comprises according to the described online help platform device of claim 1:
Local condition managing parts, be connected with login parts, desktop custom component, regulation management parts, safety management parts, instant messaging parts, service link, audit parts, evaluation parts, online help parts, queuing management parts, be used to safeguard the state recording of described side for help's device or described help side's device, and be responsible for the information interaction between the described side for help's device of coordination or described help side's device internal part.
19., it is characterized in that described help side's device also comprises according to the described online help platform device of claim 1:
The service link is connected with local condition managing parts, can also be connected with safety management parts, online help parts, instant messaging parts, audit parts, be used to realize communicating by letter between described side for help's device and described help side's device, be used for communicating by letter between described side for help's device or described help side's device and described online help platform.
20., it is characterized in that described help side's device also can comprise according to the described online help platform device of claim 1:
The online help parts comprise and initiate beginning Service Part, affirmation online service link, online service parts, screen picture convergent-divergent parts, initiation end Service Part; Wherein,
Initiate the beginning Service Part, side for help and side for help's device are initiated the request that service begins;
Confirm the online service link, the online service of finishing between side for help's device and the help side's device connects;
The online service parts are finished the remote online service in the online help process; In the remote online helping service process, the online service parts are responsible for finishing receiving screen message and generating and sending screen operator and are instructed to side for help's device;
Screen picture convergent-divergent parts, the screen picture to side for help's device of receiving in service process carries out convergent-divergent;
Initiate to finish Service Part, side for help and side for help's device are initiated the request that service finishes.
21., it is characterized in that described help side's device also can comprise according to the described online help platform device of claim 1:
The regulation management parts are connected with local condition managing parts, are used for finishing the require assistance explanation and the execution of solicited message scheduling rule.
22., it is characterized in that described help side's device also can comprise according to the described online help platform device of claim 1:
Estimate parts, be connected, be used to provide the function that service content is summarized with local condition managing parts.
23., it is characterized in that described help side's device also can comprise according to the described online help platform device of claim 1:
The queuing management parts are connected with local condition managing parts, are used to monitor side for help's waiting list and reservation queue, adjust the queuing order of side for help's waiting list, send service appoint reminder information.
24., it is characterized in that described help side's device also can comprise according to the described online help platform device of claim 1:
Land parts, desktop custom component, safety management parts, instant messaging parts; Wherein,
Land parts, be used to finish described help side's device and land to the function of described online help platform;
The desktop custom component is used to customize the operation interface displaying contents of help side's device;
The safety management parts are used for described help side's device logon information is signed and encrypted, and the information that described help side's device is sent to described online help platform is encrypted, and the enciphered message that described help side's device is received is decrypted;
The instant messaging parts are used to finish that the instant messages based on text, image, file and audio frequency, video exchanges between described help side's device and the described online help platform.
25. online help platform device based on the peripheral unit management devices, at least comprise, online help platform, at least one side for help's device and at least one help side's device is characterized in that described online help platform comprises behavior control device, peripheral unit management devices at least;
Described behavior control device is connected to described peripheral unit management devices, is used to manage described side for help's device, described help side's device, other devices of described platform and the state of the peripheral unit that is connected with the peripheral unit management devices;
Described peripheral unit management devices, with described behavior control device to being connected, be used to manage the registration and the cancellation of peripheral unit, be used to finish the message communicating between described behavior control device and described peripheral unit;
Described peripheral unit is meant other devices that are connected with the described peripheral unit management devices of described platform.
26., it is characterized in that described side for help's device is connected to described online help platform by network according to the described platform device of claim 25, be used for sending the request message of requiring assistance to described online help platform, foundation communicates to connect with described help side's device.
27. according to the described platform device of claim 25, it is characterized in that described help side's device is connected to described online help platform by network, be used to receive the request message of requiring assistance that described online help platform is transmitted, foundation communicates to connect with described side for help's device.
28., it is characterized in that described peripheral unit comprises the service jockey according to the described platform device of claim 25; Described service jockey comprises serves direct-connected parts and service forwarding parts, wherein serves direct-connected parts and is connected with described help side's device with described side for help's device with service forwarding parts; Serve direct-connected parts and be used to discern described side for help's device and described help side's device network environment attribute of living in, assist side for help's device to set up direct network and be connected with help side's device; Service is transmitted parts and is responsible for setting up when side for help's device and help side's device are set up direct network connection failure and transmits the network that parts transmit by service and be connected.
29., it is characterized in that described peripheral unit also can comprise dispatching device according to the described platform device of claim 25; Described dispatching device is used to receive the request message of requiring assistance that described side for help's device sends, and the operation dispatching rule is chosen this described help side's device of requiring assistance and asking of response.
30. according to the described platform device of claim 25, it is characterized in that, described peripheral unit also can comprise call center's device: described call center device, with described behavior control device, described side for help's device, shown in help side's device be connected, be used for side for help's call is forwarded to help side's device.
31., it is characterized in that described peripheral unit also can comprise according to the described platform device of claim 25:
Group service management devices, platform differentiated control device, platform divide area managing device, security control apparatus, maintenance device, timing and charging device, instant communication device, data administrator, background management device; Wherein:
The group service management devices is used at least one described side for help's device and at least one described help side's device, and at least one described side for help's device or at least one described help side's device are created a group, manage and transmit the message in this group;
Platform differentiated control device is managed the communication between a plurality of described online help platforms, makes two or more described online help platforms form the platform device of the hierarchy of different stage;
Platform divides area managing device, and management is in the communication between the described online help platform in territory differently, makes to divide area managing device to interconnect by platform between the at the same level described online help platform of two or more different regions;
Security control apparatus is connected with described service jockey with described behavior control device by the peripheral unit management devices, is used to verify the legitimacy of side for help's device or help side's device identity, to data message encrypt, decryption oprerations;
Maintenance device, be connected with described service jockey with described behavior control device by the peripheral unit management devices, be used to receive the service process record of the online help that described help side's device provides for described recourse device, described side for help to the evaluation information of service process and help side summary information, and store service process;
Timing and charging device is connected with described behavior control device by the peripheral unit management devices, is used for described online help service process is carried out timing, charging;
Instant communication device, be connected with described service jockey with described behavior control device by the peripheral unit management devices, the instant messages that is used to finish between described online help platform, help side's device, the side for help's device exchanges, and described instant messages comprises literal, image, audio frequency, video and file;
Data administrator is connected with described behavior control device by the peripheral unit management devices, is used to finish the storage and the accessing operation of data;
Background management device, be connected with described behavior control device by the peripheral unit management devices, described background management device comprises workflow engine parts, list engine components, regulation engine parts, GIS engine components, side for help's information management component, Service Source management component, qualification certification management component, be used to manage side for help's information, Service Source and help side's qualification, and finish the management that vocational work flow process, business form, business rule and GIS use.
32., it is characterized in that described peripheral unit management devices comprises message management parts, local interface engine components, lan interfaces engine components, Wide Area Network interface engine components according to the described platform device of claim 25; Wherein, the message management parts of described peripheral unit management devices are connected with the local interface engine components of described peripheral unit management devices, lan interfaces engine components, Wide Area Network interface engine components, and link to each other with described platform status control device.
33. according to the described platform device of claim 32, it is characterized in that, described message management parts are used to finish the message communicating between described behavior control device and described local interface engine components, described lan interfaces engine components, described Wide Area Network interface engine components.
34. according to the described platform device of claim 32, it is characterized in that, described local interface engine components, for local peripheral unit provides local communication interface, finish the message communicating between local peripheral unit and described message management parts, described local peripheral unit is meant the peripheral unit that is connected with described peripheral unit management devices by described local interface engine components.
35. according to the described platform device of claim 32, it is characterized in that, described lan interfaces engine components, for the local area network (LAN) peripheral unit provides the local area network communication interface, finish the message communicating between local area network (LAN) peripheral unit and described message management parts, described local area network (LAN) peripheral unit is meant the peripheral unit that is connected with described peripheral unit management devices by described lan interfaces engine components.
36. according to the described platform device of claim 32, it is characterized in that, described Wide Area Network interface engine components, for the wide area network peripheral unit provides the local area network communication interface, finish the message communicating between wide area network peripheral unit and described message management parts, described wide area network peripheral unit is meant the peripheral unit that is connected with described peripheral unit management devices by described Wide Area Network interface engine components.
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|---|---|---|---|
| CNU2007200031081U CN201057650Y (en) | 2007-02-01 | 2007-02-01 | On-line assistance platform equipment |
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| CNU2007200031081U CN201057650Y (en) | 2007-02-01 | 2007-02-01 | On-line assistance platform equipment |
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| CN106448674A (en) * | 2016-10-14 | 2017-02-22 | 华蓥市盈胜电子有限公司 | Mobile phone speech analysis help-seeking system |
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| CN106448674A (en) * | 2016-10-14 | 2017-02-22 | 华蓥市盈胜电子有限公司 | Mobile phone speech analysis help-seeking system |
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