JP3662894B2 - Support information linked display system, support information linked display method, and support information linked display program - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a support information-linked display system, a support information-linked display method, and a support information-linked display program that can improve operability by linking two systems together.
[0002]
[Prior art and problems to be solved by the invention]
A company that manages and operates a telephone switchboard uses a test system to identify and restore the cause of failure, and an information system to deal with customer troubles, in order to respond to customer trouble reports and inquiries. Yes.
The test system is composed of a plurality of test terminals and a network that communicates between the terminals, and is directly connected to facilities that provide services to customers, so other networks can be used to prevent unauthorized intrusion from the outside. Is not connected to the current situation. On the other hand, the information system is composed of a plurality of test terminals and a network that performs communication between the terminals, and is connected to other networks from the viewpoint of widely collecting information and sharing information.
[0003]
Since the conventional test system and the information system have such a system configuration, when the operator tries to refer to predetermined information using the information system while using the test system, 2 There is a problem that the terminal must be operated, the operation becomes complicated, and the customer response time becomes long.
[0004]
The present invention has been made in view of such circumstances, and the information obtained from the operation of the test system is used when the information system is used, so that the two systems are linked and linked. Thus, an object is to provide a support information interlocking display system, a support information interlocking display method, and a support information interlocking display program that can improve operability.
[0005]
[Means for Solving the Problems]
The invention according to claim 1 is a support information interlocking display system that displays support information in an interlocked manner by linking two different first systems and a second system in an interlocking manner. The information-linked display system generates a message for requesting display of support information and transmits the terminal under the first system, and the second system under the second system that displays support information based on the display request. A terminal, a security device that is provided between the first system and the second system and that permits passage of the message when the message satisfies a predetermined condition; and is connected to the second system The terminal under the first system that transmitted the message is identified based on the transmission source address of the message that has passed through the security device, and the second system installed in the vicinity of the identified terminal. To identify the terminal under arm, with respect to this device, characterized in that an information server for outputting help information in accordance with the display request.
[0006]
According to a second aspect of the present invention, the security device allows the electronic message to pass when the transmission source address and the transmission destination address of the electronic message coincide with a previously stored address.
[0007]
The invention according to claim 3 is a support information interlocking display method for displaying support information in conjunction by linking two different first systems and second systems in cooperation, wherein the support The information-linked display method generates a message for requesting display of support information, and transmits a message when the message satisfies a predetermined condition, and a message transmission process transmitted from the first system. Based on the message delivery process to be transferred from the first system to the second system and the transmission source address of the message, the terminal under the first system that has transmitted the message is specified, and the vicinity of the specified terminal Identifying a terminal under the second system installed in the system, and outputting to the terminal support information output process corresponding to the display request and a display process displaying the support information Have It is characterized in.
[0008]
The invention according to claim 4 is characterized in that in the electronic message delivery process, the electronic message is passed when the transmission source address and the transmission destination address of the electronic message coincide with addresses stored in advance.
[0009]
The invention according to claim 5 is a support information interlocking display program for displaying support information in an interlocking manner by linking two different first systems and a second system in an interlocking manner. The information linkage display program generates a message for requesting display of support information, and transmits the message when the message satisfies a predetermined condition, and a message transmission process transmitted from the first system. Based on the message delivery processing to be transferred from the first system to the second system and the source address of the message, the terminal under the first system that has transmitted the message is identified, and the vicinity of the identified terminal A terminal under the second system installed in the system is specified, and support information output processing for outputting support information corresponding to the display request to the terminal, and display for displaying the support information Characterized in that to perform the management to the computer.
[0010]
The invention according to claim 6 is characterized in that the message delivery process allows the message to pass when the source address and destination address of the message coincide with a previously stored address.
[0011]
The invention according to claim 7 is characterized in that the support information interlocking display program according to claim 5 or 6 is recorded.
[0012]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, a support information interlocking display system according to an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing the configuration of the embodiment. In this figure, reference numeral 1 denotes a security device that passes only information satisfying conditions in order to ensure security and outputs information to devices connected to other networks. Reference numerals 21 and 22 are test terminals for testing a telephone exchange network (not shown). Here, only two test terminals are illustrated, but the required number of test terminals is connected to the network N1. Reference numerals 31 and 32 are information terminals for displaying information related to the telephone service. Here, only two information terminals are shown, but as many information terminals as necessary are connected to the network N2. Reference numeral 4 denotes an information server connected to the network N2, and stores information to be displayed on the information terminals 31 and 32. Reference numerals D1 and D2 are work tables on which terminals are placed. The test terminal 21 and the information terminal 31 are placed on the same work table D1, and the test terminal 22 and the information terminal 32 are placed on the same work table D2. Here, in principle, it is assumed that there is one worker on one work table.
[0013]
Next, the operation of the support information interlocking display system shown in FIG. 1 will be described with reference to FIG. Here, an operation when receiving an inquiry about the handling of a product (for example, a telephone) from a customer will be described as an example. In the following description, it is assumed that the worker has completed user authentication in each system for both the test terminal 21 and the information terminal 31.
[0014]
First, the customer calls a worker by dialing a predetermined special telephone number (for example, “113” without an area code). This call is received by the telephone of the work desk of a worker who is not currently talking. At this time, the test terminal 21 reads out the customer information and displays it on the screen based on the calling telephone number of the call. The customer information displayed here is a telephone number, an address, a name, a model name of the telephone used, and the like. The customer then asks the worker how to handle the telephone he is using. In response to this, the worker selects the model name of the telephone to be used included in the customer information displayed on the screen of the test terminal 21 with a mouse or the like, and causes an operation to display a handling explanation (for example, on the screen) Click on the button that appears).
[0015]
Next, the test terminal 21 reads this operation and generates a product handling explanation display request message including the telephone model name used (step S1). Then, the test terminal 21 transmits the generated electronic message (step S2). This electronic message is received by the security device 1.
[0016]
In response to this, the security device 1 determines whether the received electronic message is transmitted from the test terminal 21 or is a specific communication (step S3). This determination is made based on whether or not the transmission source address of the message matches the address stored in advance in the security device 1, and whether or not the transmission destination is information The server 4 determines whether the communication is a specific communication based on whether or not a message is transmitted from the test terminal 21 to the information server 4 (the communication direction is a predetermined direction). If the condition is not satisfied as a result of this determination, the security device 1 discards the message and ends the process.
[0017]
On the other hand, if the condition is satisfied, the security device 1 permits passage of the received message. In response to this, the information server 4 receives this message (step S4). Subsequently, the information server 4 determines whether the transmission source of the received message is the test terminal 21 (step S5). This determination is performed based on whether or not the transmission source address of the received message matches the address stored in advance in the information server 4. As a result of this determination, if this condition is not satisfied, the information server 4 discards this message and ends the process.
[0018]
On the other hand, if the condition is satisfied, the information server 4 identifies the test terminal (here, the test terminal 21) that has transmitted this message, and is placed on the same work table (here, the work table D1) as the test terminal. Information terminal (in this case, information terminal 31) is identified, and a new product handling explanation display request message is generated based on the product handling explanation display request included in the received message (step S6). And the information server 4 transmits the newly produced | generated message | telegram (step S7). This electronic message is received by the information terminal 31. Here, the information terminal 31 placed on the same work table is specified and information is displayed on the information terminal 31. However, the information terminal installed in the vicinity of the test terminal 21 is specified. You may make it do. In this specifying process, a terminal is specified by referring to a list of information terminals in the vicinity (or on the same work table) for each test terminal defined in the information server 4.
[0019]
In response to this, the information terminal 31 specifies the model name of the telephone set to be used based on the product handling instruction display request included in the received message, reads the handling explanation of the telephone set of this model name from the information server 4, and displays the screen. (Step S8). The content displayed here is support information in the claims.
[0020]
As described above, the security device 1 checks the transmission source address and the transmission destination address and checks whether the communication direction is a predetermined direction for a message straddling two networks. Information can be shared between system terminals having security standards. Moreover, since the information obtained by operating on the one hand is sent to the other by a telegram, the operability of the worker can be improved.
[0021]
Note that a program for realizing each function shown in FIG. 2 is recorded on a computer-readable recording medium, and the program recorded on the recording medium is read into a computer system and executed, thereby executing support information linked display processing. May be performed. Here, the “computer system” includes an OS and hardware such as peripheral devices. Further, the “computer system” includes a homepage providing environment (or display environment) if a WWW system is used. The “computer-readable recording medium” refers to a portable medium such as a flexible disk, a magneto-optical disk, a ROM, and a CD-ROM, and a storage device such as a hard disk built in the computer system. Further, the “computer-readable recording medium” refers to a volatile memory (RAM) in a computer system that becomes a server or a client when a program is transmitted via a network such as the Internet or a communication line such as a telephone line. In addition, those holding programs for a certain period of time are also included.
[0022]
The program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the “transmission medium” for transmitting the program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line. The program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, and what is called a difference file (difference program) may be sufficient.
[0023]
【The invention's effect】
As described above, according to the present invention, for a message straddling two networks, the security device checks the transmission source address and the transmission destination address and checks whether the communication direction is a predetermined direction. Since it did in this way, the effect that information can be shared between the system terminals which have two different security standards is acquired. Moreover, since the information obtained by operating on the one hand is sent to the other by a message, an effect that the operability of the worker can be improved is obtained.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a configuration of an embodiment of the present invention.
FIG. 2 is a flowchart showing the operation of the system shown in FIG.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 ... Security apparatus 21, 22 ... Test terminal 31, 32 ... Information terminal 4 ... Information server N1, N2 ... Network D1, D2 ... Work table

Claims (7)

A support information interlocking display system that displays support information in conjunction by linking two different first systems and second systems together,
The support information linked display system includes:
A terminal under the first system that generates and transmits a message for requesting display of support information;
A terminal under the second system that displays support information based on the display request;
A security device that is provided between the first system and the second system and permits passage of the message when the message satisfies a predetermined condition;
A terminal connected to the second system is identified based on a source address of a message that has passed through the security device, and is located near the identified terminal. An information server that identifies a terminal under the second system and outputs support information corresponding to the display request to the terminal;
Support information interlocking display system characterized by comprising. The security device comprises:
2. The support information interlocking display system according to claim 1, wherein when the transmission source address and the transmission destination address of a message coincide with an address stored in advance, the message is passed. A support information interlocking display method for displaying support information in conjunction by linking two different first systems and second systems together,
The support information interlocking display method is:
A message transmission process for generating a message for requesting display of support information and transmitting the message from the first system;
A message delivery process in which the message is passed when the message satisfies a predetermined condition, and passed from the first system to the second system;
Based on the source address of the message, the terminal under the first system that sent the message is specified, the terminal under the second system installed in the vicinity of the specified terminal is specified, and this terminal In response, the support information output process for outputting the support information according to the display request,
A display process for displaying the support information;
A support information interlocking display method characterized by comprising: The message delivery process is as follows:
4. The support information interlocking display method according to claim 3, wherein the electronic message is passed when the transmission source address and the transmission destination address of the electronic message coincide with a previously stored address. A support information interlocking display program for displaying support information in conjunction by linking two different first systems and second systems together,
The support information interlocking display program is:
A message transmission process for generating a message for requesting display of support information and transmitting the message from the first system;
A message delivery process for passing the message when the message satisfies a predetermined condition, and delivering the message from the first system to the second system;
Based on the source address of the message, the terminal under the first system that sent the message is specified, the terminal under the second system installed in the vicinity of the specified terminal is specified, and this terminal In response, support information output processing for outputting support information according to the display request,
Display processing for displaying the support information;
Support information interlocking display program characterized by causing a computer to perform The message delivery process is:
6. The support information interlocking display program according to claim 5, wherein when the transmission source address and the transmission destination address of a message coincide with an address stored in advance, the message is passed. A computer-readable recording medium on which the support information interlocking display program according to claim 5 is recorded.

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