CN101222355B - Remote assisting method and system - Google Patents
Remote assisting method and system Download PDFInfo
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- CN101222355B CN101222355B CN2007103042330A CN200710304233A CN101222355B CN 101222355 B CN101222355 B CN 101222355B CN 2007103042330 A CN2007103042330 A CN 2007103042330A CN 200710304233 A CN200710304233 A CN 200710304233A CN 101222355 B CN101222355 B CN 101222355B
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Abstract
The invention discloses a remote aid method and a remote aid system. A recourse party and a support party send out a communication connection each to a service party respectively and the connections are successful only after passing a safety certification party. The service party adds the recourse party and the support party to a recourse party queue and a support party queue; the recourse party sends out a technical aid request to the service party via network when a technical aid is needed; the service party dispatches a support part which can provided the technical support from the support party queue, transfers the communication address to the recourse party requesting for aid, and provides a safety certification command to the support party and the recourse party; after the request for remote control connection sent out by the recourse party to the service part passes the safety certification, the support party can provide remote technical support service and the support party and the recourse party can save all the information during the aid locally; after remote aid is completed, the recourse party or the support party initially ends the communication and releases the connection. The invention allows the technical aid to be convenient and rapid without being constricted by working locations.
Description
Technical field
The present invention relates to a kind of cross-platform remote assistance method and system of communicating by letter that carries out remote technology support service, resource and information interchange Network Based.
Background technology
In the modern enterprise environment, the professional and technical personnel can carry out with modes such as network instant message, voice, videos common computer operating personnel's technical support, but there is the expression defective in these modes, can not finish technical support effectively.Along with the appearance of Long-distance Control and HOOK technology, so that the user can Telnet and controlled computer, main control end is sent to remote computer with keyboard and mouse instructions, simultaneously the screen-picture of controlled terminal is passed back by network.
The control flow of common Long-distance Control tool software all is to be initiated by main control end, and in actual applications, the Fang Xianxiang support side that requires assistance often sends the assistance request, therefore needs a kind of control procedure of being initiated by controlled terminal.Then need stricter security mechanism and more various exchange way in enterprise-level application, the side of requiring assistance can not seek support side blindly, and should distribute support side by a kind of safe management and scheduling mechanism for it according to its actual demand.
P2P technology flourish remedied the deficiency of C/S structure, so that information directly flows between the network equipment, at a high speed in time, reduce the transfer cost of serving, can increase the information content (literal, voice, image etc.) for general communication, fully realize the immediate interactive of communicating pair.
In addition, there are security breaches in traditional username and password authentication mode, forgets easily or is had a mind to by other people or be not intended to obtain, and authentication information can be eavesdropped, the shared number of the account of many people is brought potential safety hazard, and therefore this authentication mode is not suitable for using in the safety requirements higher system.Biological identification technology utilizes mankind itself's physiology and behavioural characteristic to discern personal identification, and its superiority is tangible.At present, the development of fingerprint identification technology is healed and is become ripe, and congenital, the uniqueness of fingerprint, consistency make Verification System safer, and be more accurate, more convenient, need not memory when the user uses, and more can not used, usurp and lose.
Summary of the invention
Technical solution of the present invention: overcome the deficiencies in the prior art, a kind of remote assistance method and assistance system thereof are provided, and these method and system are mutual by computerized information, finish various assistance service each other, make technical assistance convenient, fast, and be not subjected to the restriction of job site.
Another object of the present invention is to improve traditional username and password login mode, the security requirement that improves system.
A kind of remote assistance method, carry out remote technology support service and resource and information interchange by computer network, the dominant role of described method comprises: the side of requiring assistance, support side and service side, wherein, service side is the manager of whole workflow, be in charge of support side, the side's of requiring assistance formation, and classified according to the technical support type in the side of support, said method comprising the steps of:
(1) send communication connection to the service side respectively by help-seeking party and support party, connection needs can be successful through safety certification, and the service side adds respectively help-seeking party and support party's formation with the two;
(2) side of requiring assistance needs technical assistance, sends the technical assistance request to service side, will help solicited message to send to service side by network;
(3) by service side support party that the type technical support can be provided of scheduling from support party's formation of management, its mailing address is returned to the help-seeking party who makes a request for help by network, and offer support party and help-seeking party's safety certification password;
(4) the support side that is provided by the direction service side that requires assistance sends the Long-distance Control connection request, and through after the safety certification, support can be with long-range required technical support, the various information of both sides in this locality preservation assistance process of providing;
(5) after remote assistance finishes, initiatively finish communication by help-seeking party or support party, release connection is uploaded to the service side with the remote assistance information recording/of this locality and preserves.
A kind of remote assistance system comprises: service management module, support side's module and the side's of requiring assistance module and fingerprint acquisition instrument, wherein:
(1) service management module: be connected by network with the side's of requiring assistance module with support side's module, it is dispatched and record all activities of the side's of support module and the side's of requiring assistance module, be the suitable support side's module of the remote assistance request scheduling of the side's of requiring assistance module, realized visual maintenance the formation of the side of support, the side's of requiring assistance formation, assistance waiting list, assistance formation and various assistance states; To the management of system user, receive user's registration and authentication information simultaneously, the maintaining system safety operation; Also behind a certain remote assistance activity end, the information record from the side's of support module and the assistance of the side's of requiring assistance module receiving remote is stored in the database, comprises the text chat record, file transfer record, voice record and screen picture record.
(3) support party's module: the master control side of remote assistance, acceptance is from the Network Aid request of help-seeking party's module, decoding and this locality of finishing in Long-distance Control help-seeking party's module repaint, and are responsible for support queue is managed when a plurality of remote assistance services are carried out simultaneously;
(4) help-seeking party's module: remote assistance be subjected to prosecutor, send the assistance request by network to support party's module, accept assistance service; The function that realization is caught and encoded support party's module in Long-distance Control, and employing HOOK technology realizes mouse, keyboard action is caught and redirection function;
(5) fingerprint acquisition instrument: the built-in high speed algorithm for recognizing fingerprint, be used for registration and the authentication of help-seeking party's module and support party's module, be connected with service management module, help-seeking party's module and support party's module respectively.
Constitute the C/S system configuration with support side's modular computer and the side's of requiring assistance modular computer on the described server, adopt ICP/IP protocol communication.
The present invention's advantage compared with prior art is:
When (1) using traditional Long-distance Control instrument to carry out technical assistance, the promoter of Long-distance Control flow process is the support party, and the support party need to know in advance that the username and password of help-seeking party's computer just can finish connection.At first, this Long-distance Control connection procedure of initiating based on master control side is the application rule of realistic remote assistance not, because the demander of remote assistance is the side of requiring assistance, support side itself is to the side of requiring assistance and uncertain.In addition, this login mode based on computer user's name and password is unsafe, and security information leaks and will cause the unauthorized access of computer, causes immeasurable loss and destruction.Therefore, traditional Long-distance Control instrument only be fit to user's Long-distance Control the computer of granted access be that oneself is served, and the remote technology assistance instrument that is not suitable as a kind of special use uses.And the present invention can set up a kind of effective mutual-aid working mode in work group inside, use system of the present invention, only be required to be the user and be equipped with a fingerprint acquisition instrument, just can rapidly the staff who is engaged in all kinds technical research in the work group be organized effectively, mutual by computerized information, finish various assistance service each other, make technical assistance convenient, fast, and be not subjected to the restriction of job site.
(2) adopt method and system of the present invention, the remote assistance service is more targeted.At first, when the help-seeking party needed technical assistance, need not blindly to seek to provide the object that gives a hand, but demand notification service side, by service side's scheduling and coordination, can find suitable support party in the shortest time, and efficient improves greatly.Need for some special technical supports, can also recruit as early as possible the support party that can provide assistance by the broadcasting demand, system has higher flexibility.The rule of the more realistic application of Long-distance Control flow process of initiating based on the help-seeking party in addition.
(3) the present invention adopts various means to improve the fail safe that computer uses from angle safe in utilization.In system registry and authentication, replace user name, password, adopt the fingerprint recognition authentication method, utilize congenital, uniqueness and the consistency of fingerprint, make the more accurate and safety of authentication information.When in team, using, cooperate, can realize determining of user real identification with the registration of system of real name information.The fingerprint acquisition instrument form of using is small and exquisite, is easy to carry.When remote assistance connects, also cancelled the login mode of computer user's name and password, adopt the random code authentication method, the safety certification in the time of not only can controlling communication effectively can also prevent that computerized information from leaking.
(4) method and system of the present invention provides text, voice, three kinds of information interaction modes of file transfer to cooperate Long-distance Control to use simultaneously, guarantees that the two photos and sending messages of communication are passed on accurately, table justice is clear, makes the remote assistance service more effective.
(5) assistance data of utilizing system and method for the present invention to store is conveniently carried out the workload examination to the technical support personnel, and is helped enterprise or team in time to understand the emphasis of technical need, and more fully technical support or training are provided.In addition, system and method of the present invention does not allow the support side and the side of requiring assistance to confirm and direct communication without service side, therefore enterprise or the working team that has relatively high expectations for management system, can avoid utilizing system's activity of work that has nothing to do, this is that the general networking communication tool is uncontrollable.
(6) the present invention has adopted multiple advanced technology, has both adopted the C/S system configuration that system is carried out full maintenance and control, adopts the direct swap data of P2P technology again when remote assistance.In the remote assistance process, adopt multiple application layer protocol, realize multiple information interaction mode.
Description of drawings
Fig. 1 is the realization schematic diagram of the inventive method;
Fig. 2 is the realization flow figure of the inventive method;
Fig. 3 is the composition frame chart of system of the present invention;
Fig. 4 of the present inventionly initiates and the flow chart of the remote assistance method that the service side dispatches based on the help-seeking party;
Fig. 5 is the formation maintenance information of service side among the present invention;
Application layer protocol relation in the network service process that Fig. 6 relates to for system of the present invention;
Fig. 7 is the flow chart of service management module software in the system of the present invention;
Fig. 8 is the flow chart of support party's module software of the present invention;
Fig. 9 is the flow chart of the side of requiring assistance of the present invention module software;
Figure 10 is high speed fingerprint recognition flow chart of the present invention.
Embodiment
As shown in Figure 1, the hardware that the present invention realizes is formed schematic diagram, be applicable to the corporate environment of the support team that possesses skills or the working team that cooperates with each other, form by a station server, many support side's computers, the Duo Tai side of requiring assistance computer and USB2.0 fingerprint acquisition instruments, service data base management system and service administration module software, the side's of support modular computer and the side's of requiring assistance modular computer running client software on the server.Can connect by local area network, Intranet (Intranet) or internet (Internet) between server, support party's computer and the help-seeking party's computer.When system uses, no matter system manager or common support party and help-seeking party user, all will could successfully login through finger print information registration and authentication, so server, support party's computer and help-seeking party's computer are connected and will be connected fingerprint scanner by the USB2.0 interface.Fingerprint scanner is built-in miniature loudspeaker will use different sound to point out to fingerprint extraction and recognition result.Fingerprint scanner built-in high speed algorithm for recognizing fingerprint, comparison speed can reach 10000 pieces of fingerprints of per second, and image resolution ratio reaches 500DPI, can compatible Windows98/98se/me/2000/xp operating system.
As shown in Figure 2, be the block diagram of system of the present invention, (1) service management module: be connected by network with the side's of requiring assistance module with support side's module, it is dispatched and record all activities of the side's of support module and the side's of requiring assistance module, be the suitable support side's module of the remote assistance request scheduling of the side's of requiring assistance module, realized visual maintenance the formation of the side of support, the side's of requiring assistance formation, assistance waiting list, assistance formation and various assistance states; To the management of system user, receive user's registration and authentication information simultaneously, the maintaining system safety operation; Also behind a certain remote assistance activity end, the information record from the side's of support module and the assistance of the side's of requiring assistance module receiving remote is stored in the database, comprises the text chat record, file transfer record, voice record and screen picture record.(2) support party's module: the master control side of remote assistance, acceptance is from the Network Aid request of help-seeking party's module, decoding and this locality of finishing in Long-distance Control help-seeking party's module repaint, and are responsible for support queue is managed when a plurality of remote assistance services are carried out simultaneously; (3) help-seeking party's module: remote assistance be subjected to prosecutor, send the assistance request by network to support party's module, accept assistance service; The function that realization is caught and encoded support party's module in Long-distance Control, and employing HOOK technology realizes mouse, keyboard action is caught and redirection function; (4) fingerprint acquisition instrument is gathered user fingerprints, carries out the user with this and authenticates, and is connected with service management module, help-seeking party's module and support party's module respectively.Support party's module and help-seeking party's module are dispatched by service management module, connect.
As shown in Figure 2, method of the present invention realizes by following detailed step:
(1) send communication connection to the service side respectively by help-seeking party and support party, connection needs can be successful through safety certification, and the service side adds respectively help-seeking party and support party's formation with the two;
The user adds respectively help-seeking party and support party's formation by the direct login system of fingerprint recognition according to the role of distributing in advance, waits for service side's scheduling.
Fig. 5 has illustrated five queuing messages that the service side safeguards, the service side carries out Dynamic Maintenance to it.Wherein the side's of requiring assistance queuing message and type of skill queuing message are fairly simple, have preserved the online side's of requiring assistance essential information and registered type of skill information respectively.Add the side's of requiring assistance formation when the side of requiring assistance reaches the standard grade, leave this formation when logging off.
A is support party's formation, comprises that it is tcp port number and udp port number, the technical support that can provide, the assistance number that provides, total assistance time that the user registers ID, IP address, two communication port numbers.Wherein, udp port is used for receiving the broadcast from the service side; The technical support that can provide is made up of registered one or more type of skills, and same support party can provide many-sided technical support; Assistance number and total assistance time represent support party's workload.Add this formation when the support party reaches the standard grade, leave this formation when logging off.
B is the side's of requiring assistance formation, comprises the side of requiring assistance ID, IP address, port numbers.Wherein, the side of requiring assistance ID is meant the side's of requiring assistance registration ID; IP has write down the address IP address of the side of requiring assistance; Port numbers has write down the port that intercept the side of requiring assistance.Add this formation when the help-seeking party reaches the standard grade, leave this formation when logging off.
C is the assistance queuing message, preservation be current ongoing assistance activity, comprise the support party ID, assistance activity time started of the help-seeking party ID that initiates the assistance activity request, the service of providing assistance, ID, the current activity of carrying out of the type of skill that relates to.To withdraw from this formation behind the assistance activity end.
D preserves support party's information of waiting for assistance service for assistance waiting list information.Comprise that help-seeking party ID, this support party of waiting for assistance issue service side's assistance message, wait for remaining time.Wherein, wait for remaining time by service side's dynamic calculation, remaining time, this help-seeking party withdrawed from waiting list when being zero.
E is type of skill formation, comprises type of skill ID, the type of skill.Wherein, type of skill ID refers to ID number of registered type of skill information, and the type of skill refers to registered type of skill information.
(2) side of requiring assistance needs technical assistance, sends the technical assistance request to service side, will help solicited message to send to service side by network;
Fig. 4 has shown a detailed process based on the remote assistance method of help-seeking party's initiation and service side's scheduling (not comprising that the user registers the process of login and finger print identifying).Flow process shown in Figure 4 originates in the technical support demand that there is the X type side of requiring assistance, and the side of requiring assistance will encapsulate an assistance message in this locality and send to service side by network, and information format and example are as shown in the table:
| Type of message | The type of skill | The technological expansion flag bit | Wait for flag bit | The stand-by period upper limit (ms) |
| APPHELP | X | 1 | 1 | 600 |
Wherein, because help-seeking party and service side's type of message is various, in order to distinguish, be type of message sign of each distribution of messages, assistance message will utilize " APPHELP " as type identification.The type of skill represents the technical assistance type of help-seeking party's needs and the technical support type that the support party can provide, with text mode storage and use, the user is when the system of use, can register some type of skills according to actual conditions the service side in advance, select when using for support party and help-seeking party.The help-seeking party if can not find corresponding type in the type of skill is selected, also can freely edit this information when creating assistance message, can carry out type registration and broadcasting when being sent to the service side.Equally, if the support party can provide new technical support, also can be sent to the service side and register.
(3) by service side support party that the type technical support can be provided of scheduling from management support party formation, its mailing address is returned to the help-seeking party who makes a request for help by network, and offer support party and help-seeking party's safety certification password;
After the service side receives help-seeking party's assistance message, to at first analytic technique type field, if this field value is registered in type of skill information, the service side will search for support party's formation, search whether to have the support party that service can be provided, if there is no, whether the technological expansion flag bit that then checks assistance message allows the broadcasting demand, if allow, the service side will be broadcast to all online support party to help-seeking party's demand, otherwise withdraw from this time assistance request.If the type of skill is registration not, the service side will be registered to the new type of skill in the type of skill formation of safeguarding so, carries out then demand broadcasting.
If by searching support party's formation or having found the support party that can provide assistance and serve by demand broadcasting, the service side will send to the help-seeking party to support party's IP address and COM1 in the mode of internet message, and generate at random authentication code and issue help-seeking party and support party.After the help-seeking party receives the assistance information that the service side feeds back, initiatively send the communication connection request to the support party, the support party then requires the help-seeking party to send authentication code, after authentication code sends, the support party will compare, if authentication success, help-seeking party and support party will begin assistance service, otherwise denial of service.No matter be normally to finish assistance service, or because not through safety certification and denial of service, help-seeking party, support party both sides will send to the service side to connection result and information recording/and store.
Another situation is the service side by searching support party's formation and the broadcasting demand does not all have suitable support party, and the service side can check the wait flag bit of assistance message, if help-seeking party's no-wait will finish this time assistance request so; Otherwise the service side will put into the assistance waiting list to the help-seeking party, and begin it is carried out timing, and the waiting time service side will carry out two kinds and check operation, and a kind of is to check whether can provide this service when new support party reaches the standard grade; Another kind is regularly to carry out demand broadcasting again, and the purpose of doing like this is to allow other support party to search on this question within a certain period of time solution.Still there is not the suitable side of helping if surpass the stand-by period upper limit, then this time assistance request failure.
(4) the support side that is provided by the direction service side that requires assistance sends the Long-distance Control connection request, and through after the safety certification, support can be with long-range required technical support, the various information of both sides in this locality preservation assistance process of providing;
Method and system of the present invention needs for different business functions, has adopted different application layer protocols.Fig. 6 is the application layer protocol relation in the network service process that the present invention relates to.Wherein, client is that the support party communicates by letter with service side's basic controlling with the help-seeking party and adopts ICP/IP protocol, especially, adopts udp protocol to carry out information broadcast between service side and the support party.On overall control, adopt the C/S system architecture, administer and maintain workflow, the state of system and storing various information by the service side.In the process of remote assistance, the service side does not then participate in directly, adopts the P2P technology, turns to the direct communication by support party and help-seeking party, and the information transmission has at a high speed in time reduced the cost of serving of service side's transfer.Basic controlling between the support side and the side of requiring assistance, textcommunication, file transfer and Long-distance Control all adopt Transmission Control Protocol.Voice communication is realtime transmission protocol RTP then, cooperates RTCP and udp protocol, can make the efficiency of transmission optimization with effective feedback and minimum expense, thereby is particularly suitable for the real-time multimedia data stream on the transport network.
As shown in Figure 7, be the flow chart of service management module software of the present invention.Service management module receives support party and help-seeking party's log-on message, authenticates; The user authenticate by after, the type of requiring assistance that service management module proposes according to the help-seeking party, scheduling support side carries out remote assistance; After assistance finished, support party and help-seeking party reentered support party's formation and help-seeking party's formation; After system withdraws from, all formations are removed.
As shown in Figure 8, be the flow chart of support party's module software of the present invention.Support party's module sends log-on message to service management module; After authentication is passed through, add support party's formation, wait for service side's assistance scheduling; The support party supports after receiving the task of assistance scheduling; Assistance adds support party's formation again with the support party after finishing, and the support party continues to wait for scheduling; Behind user log off, the service side deletes the support party in support queue.
As shown in Figure 9, be the flow chart of the side of requiring assistance of the present invention module software.Help-seeking party's module sends log-on message to service management module; After authentication is passed through, add help-seeking party's formation, wait for service side's assistance scheduling; After the help-seeking party receives the support party that the service side distributes, receive and support; After assistance finished, it is total that the help-seeking party is added the formation of requiring assistance again, waits for and requiring assistance next time; Behind user log off, the service side deletes the help-seeking party in the formation of requiring assistance.
(5) after remote assistance finishes, initiatively finish communication by help-seeking party or support party, release connection is uploaded to the service side with the remote assistance information recording/of this locality and preserves.
In addition, when system uses, in order to guarantee Security of the system, can adopt VPN scheme constructs this application grid, realize the connection of whole enterprise or working team's network by using a vpn server, guarantee simultaneously the security of private data, all enter the computer of VPN can access resource in the net according to the LAN mode.
As shown in figure 10, be high speed fingerprint recognition flow chart of the present invention.Fingerprint acquisition instrument of the present invention is achieved as follows: (1) adopts USB2.0, and transmission rate can reach 480Mbps.(2) adopt OV6620 as image collection chip.OV6620 adopts cmos image sensor as image collection chip, pel array and The peripheral support circuit can be integrated on the same chip, and be a complete picture system.Comparing with the CCD product, its power consumption is little, volume is little, cost is low.(3) the high-performance digital signal processor TMS320VC5402 that has adopted TI company to release, its instruction execution speed was tens nanoseconds the soonest, disposal ability is 100MIPS.Have hardware such as peripheral circuit on 8 buses, on-chip memory and the sheets in the sheet, the command system of highly-specialised is arranged, have advantages such as low in energy consumption, highly-parallel.
High speed algorithm for recognizing fingerprint flow process is as follows: when system powered on, high-performance digital signal processor TMS320VC5402 was provided with image collection chip OV6620 by bus operation (1), entered the fingerprint image acquisition stage then.In this stage, data directly store among the image RAM; (2) gathered a frame fingerprint image after, the notice DSP enter the data processing stage.In this stage, high-performance digital signal processor TMS320VC5402 is transported to the deblocking among the image RAM among the user RAM earlier, carries out computings such as image preliminary treatment, feature point extraction, by USB the result is exported to the corresponding calculated machine at last.(3) access the fingerprint characteristic storehouse by computer, and the data in the result that will extract and the fingerprint characteristic storehouse compare, thus with the storehouse in characteristic fingerprint carry out fingerprint matching identification.
Claims (11)
1. remote assistance method, it is characterized in that: carry out remote technology support service and resource and information interchange by computer network, the dominant role of described method comprises: the side of requiring assistance, support side and service side, wherein, service side is the manager of whole workflow, be in charge of support side, the side's of requiring assistance formation, and classified according to the technical support type in the side of support, said method comprising the steps of:
(1) send communication connection to the service side respectively by help-seeking party and support party, connection needs can be successful through safety certification, and the service side adds respectively help-seeking party and support party's formation with the two;
(2) help-seeking party needs technical assistance, sends the technical assistance request to the service side, will help solicited message to send to the service side by network; Described assistance solicited message comprises: the assistance type of skill, technological expansion flag bit, wait flag bit and the stand-by period upper limit, the described assistance type of skill can be in advance in service side's registration, and the new technical need of help-seeking party and the new technical support of support party can at any time send to the service side and register; The effect of described technological expansion flag bit is when can not find the support party that the correlation type technical support can be provided in support party's formation, and whether the service side can select to broadcast demand to other support party, the support party of the searching service of can providing assistance; The effect of described wait flag bit is current when not having suitable support party, whether is chosen in the service side and waits in line; The described stand-by period upper limit be the help-seeking party in the maximum wait time that the service side waits in line to support, also do not have the support party to dispatch if surpass this time upper limit, then withdraw from waiting list;
(3) by service side support party that the type technical support can be provided of scheduling from management support party formation, its mailing address is returned to the help-seeking party who makes a request for help by network, and offer support party and help-seeking party's safety certification password;
(4) the support side that is provided by the direction service side that requires assistance sends the Long-distance Control connection request, and through after the safety certification, support can be with long-range required technical support, the various information of both sides in this locality preservation assistance process of providing;
(5) after remote assistance finishes, initiatively finish communication by help-seeking party or support party, release connection is uploaded to the service side with the remote assistance information recording/of this locality and preserves.
2. remote assistance method according to claim 1 is characterized in that: the safety certification in the described step (1) adopts the fingerprint recognition authentication method.
3. remote assistance method according to claim 1, it is characterized in that: service side relates to operating load calculating to each support side to the dispatching management of the side of support in the described step (3), adopt the method for load the lighter priority scheduling, the calculations incorporated support side of operating load provides the time and the current service number of objects of service.
4. remote assistance method according to claim 1 is characterized in that: the mailing address that the middle service side of described step (3) passes to the side of requiring assistance comprises: IP address and port numbers.
5. remote assistance method according to claim 1 is characterized in that: the safety certification sign indicating number that the middle service side of described step (3) offers the support side and the side of requiring assistance is the random code of a string not regular length.
6. remote assistance method according to claim 1, it is characterized in that: safety certifying method is to support the direction side of requiring assistance to send authentication requesting in the described step (4), the password that the side of requiring assistance will the side of service provides sends to support side, the support square tube is crossed the password comparison and is confirmed that password authentication is set up tcp/ip communication by the back with the side of requiring assistance and is connected.
7. remote assistance method according to claim 1, it is characterized in that: use the P2P technology in the described step (4), support side is undertaken by text, voice, file transfer the technical support of the side of requiring assistance, and utilize HOOK, it is Hook Technique, realize support side to the control of the side's of requiring assistance computer remote, all action messages in the assistance process are all preserved in this locality.
8. remote assistance method according to claim 1, it is characterized in that: after the remote assistance of described step (5) finishes, service side upgrades the state of the side of support and the side of requiring assistance, and recomputates the operating load of support side, and the information record of uploading is preserved.
9. remote assistance system is characterized in that comprising: service management module, support side's module and the side's of requiring assistance module and fingerprint acquisition instrument, wherein:
(1) service management module: be connected by network with the side's of requiring assistance module with support side's module, it is dispatched and record all activities of the side's of support module and the side's of requiring assistance module, be the suitable support side's module of the remote assistance request scheduling of the side's of requiring assistance module, realized visual maintenance the formation of the side of support, the side's of requiring assistance formation, assistance waiting list, assistance formation and various assistance states; To the management of system user, receive user's registration and authentication information simultaneously, the maintaining system safety operation; Also behind a certain remote assistance activity end, the information record from the side's of support module and the assistance of the side's of requiring assistance module receiving remote is stored in the database, comprises the text chat record, file transfer record, voice record and screen picture record.
(2) support party's module: the master control side of remote assistance, acceptance is from the Network Aid request of help-seeking party's module, decoding and this locality of finishing in Long-distance Control help-seeking party's module repaint, and are responsible for support queue is managed when a plurality of remote assistance services are carried out simultaneously;
(3) help-seeking party's module: remote assistance be subjected to prosecutor, send the assistance request by network to support party's module, accept assistance service; The function that realization is caught and encoded support party's module in Long-distance Control, and employing HOOK technology realizes mouse, keyboard action is caught and redirection function;
(4) fingerprint acquisition instrument: the built-in high speed algorithm for recognizing fingerprint, be used for registration and the authentication of help-seeking party's module and support party's module, be connected with service management module, help-seeking party's module and support party's module respectively.
10. remote assistance according to claim 9 system is characterized in that: described server constitutes the C/S system configuration with computer and the side's of requiring assistance modular computer of the side's of supporting module, the communication of employing ICP/IP protocol.
11. remote assistance according to claim 9 system, it is characterized in that: described high speed algorithm for recognizing fingerprint is: at first carry out fingerprint collecting, then the fingerprint of gathering is carried out image preliminary treatment, feature point extraction computing, again with the fingerprint characteristic storehouse in data compare, thereby with feature database in characteristic fingerprint carry out fingerprint matching identification.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2007103042330A CN101222355B (en) | 2007-12-26 | 2007-12-26 | Remote assisting method and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2007103042330A CN101222355B (en) | 2007-12-26 | 2007-12-26 | Remote assisting method and system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN101222355A CN101222355A (en) | 2008-07-16 |
| CN101222355B true CN101222355B (en) | 2010-07-21 |
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| CN2007103042330A Expired - Fee Related CN101222355B (en) | 2007-12-26 | 2007-12-26 | Remote assisting method and system |
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Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101616186B (en) * | 2009-07-14 | 2012-10-10 | 中兴通讯股份有限公司 | Method, device and system for realizing remote assistance based on IP multimedia subsystem |
| CN102724296B (en) * | 2012-05-24 | 2015-01-21 | 中国工商银行股份有限公司 | Network client monitoring system |
| CN102724299A (en) * | 2012-05-28 | 2012-10-10 | 上海斐讯数据通信技术有限公司 | Remote control system and method for network terminal equipment |
| CN104333471A (en) * | 2014-11-18 | 2015-02-04 | 成都远为天胜科技有限公司 | Remote-control broadband fault maintaining method |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1269032A (en) * | 1997-07-30 | 2000-10-04 | 维斯托公司 | System and method for globally and securely accessing unified information in a computer network |
| US6631363B1 (en) * | 1999-10-11 | 2003-10-07 | I2 Technologies Us, Inc. | Rules-based notification system |
| CN1764116A (en) * | 2004-10-19 | 2006-04-26 | 国际商业机器公司 | Method and server for providing remote help |
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Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1269032A (en) * | 1997-07-30 | 2000-10-04 | 维斯托公司 | System and method for globally and securely accessing unified information in a computer network |
| US6631363B1 (en) * | 1999-10-11 | 2003-10-07 | I2 Technologies Us, Inc. | Rules-based notification system |
| CN1764116A (en) * | 2004-10-19 | 2006-04-26 | 国际商业机器公司 | Method and server for providing remote help |
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| CN101222355A (en) | 2008-07-16 |
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