JP6343178B2 - Communication system and control method therefor, first terminal and control method therefor, and program - Google Patents

Description

  The present invention relates to a communication system and a control method thereof, a terminal and a control method thereof, and a program.

  In the past, as the troubleshooting of products has become more complex, it has often been the case that customers directly ask the manufacturer's call center for answers. Furthermore, in order to quickly cope with troubles between the image forming apparatus and the call center, remote maintenance services using voice and video communication and remote operation are provided.

  In the remote maintenance service as described above, an image forming apparatus that receives support and an information processing apparatus of a call center that performs support are generally arranged inside a firewall. In order for an image forming apparatus and an information processing apparatus located on different intranets to communicate with each other, it has been proposed to install a relay server on the Internet that relays both communications (for example, see Patent Document 1). By installing such a relay server, communication between devices in the firewall becomes possible.

JP 2013-29922 A

  When the technique of Patent Document 1 is applied to a remote maintenance service, it is necessary for the image forming apparatus and the call center to connect to a relay server in response to a request for starting the remote maintenance service from a customer. The call center needs to detect the start of the remote maintenance service. In addition to this, the call center needs to know information for communicating with the image forming apparatus to be supported. At this time, the number of relay servers is not necessarily one. Further, the number of relay sessions in the relay server is not limited to one. Therefore, the information for communicating with the support target image forming apparatus includes, for example, the address of the relay server and the session information for relay.

  In general, the call center is operated for each sales organization of the image forming apparatus. Therefore, the notification of the start of the remote maintenance service must be correctly notified to the call center of the sales organization that manages the image forming apparatus. For this purpose, it is necessary to appropriately manage information about which sales organization each of all image forming apparatuses to which the remote maintenance service is applied.

  In view of the above, the present invention provides a method for notifying a call center of an appropriate sales organization of information for communicating with an image forming apparatus to be supported when a remote maintenance service start request is generated.

In order to solve the above problems, the present invention has the following configuration. That is, the first terminal, management server for managing the first terminal, and a communication system comprising a relay system for relaying communication between terminals, said first terminal, prior Symbol first and identification information of the terminal, the data including the access information and the connection information required for communicating via the relay system and the first terminal obtained when connected to the relay system to the management server When the management server receives data including identification information of the first terminal to be managed, the management server sends the access information and connection information included in the received data, Notification means for notifying a second terminal different from the first terminal, and the connection information includes session information issued by the relay system or an address of any device included in the relay system. The second terminal is connected to the relay system using the access information and the connection information notified from the management server in order to communicate with the first terminal. Done.

  According to the present invention, a call center of an appropriate sales organization can start a remote maintenance service in response to a remote maintenance service start request from an image forming apparatus.

The figure which shows the example of the whole structure of the communication system which concerns on one Embodiment of this invention. 1 is a diagram illustrating a configuration example of an MFP according to an embodiment of the present invention. The figure which shows the structural example of each apparatus which concerns on one Embodiment of this invention. The figure which shows the sequence which concerns on one Embodiment of this invention. 6 is a flowchart showing the operation of the MFP according to the embodiment of the present invention. The flowchart which shows operation | movement of PC concerning one Embodiment of this invention. The flowchart which shows operation | movement of the relay server which concerns on one Embodiment of this invention. The flowchart which shows operation | movement of the management server which concerns on one Embodiment of this invention. 6 is a diagram showing an example of MFP information according to an embodiment of the present invention. FIG. FIG. 5 is a diagram showing an example of communication at the time of connection between the MFP and the relay server according to the embodiment of the present invention. The figure which shows the support URL issue communication example of the relay server which concerns on one Embodiment of this invention. The figure which shows the relay server connection communication example of PC which concerns on one Embodiment of this invention. 5 is a flowchart showing detailed operations of the MFP according to the embodiment of the present invention.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. The following embodiments do not limit the invention according to the claims, and all combinations of features described in the embodiments are not necessarily essential to the solution means of the invention.

[System configuration]
FIG. 1 is a diagram showing an example of the overall configuration of a communication system according to an embodiment of the present invention. An MFP (Multi Function Peripheral) 100, which is an example of an image forming apparatus, is disposed in a user environment 102 and operated by a user. The image forming apparatus is not limited to the MFP, and may be, for example, a single function network printer or scanner. The PC 110 is an information processing apparatus, is arranged in the call center 112, and is operated by an operator. The information processing apparatus here is not limited to the PC, and may be another information processing apparatus such as a tablet terminal or a server apparatus. Further, the user environment 102 and the call center 112 may exist as a plurality of bases in the communication system, and may include more MFPs and PCs besides those shown in FIG.

  In the user environment 102 and the call center 112, firewalls 101 and 111 are installed at positions connecting to the Internet 140, which is an external network. The firewall 101 is configured to permit a connection from a terminal (MFP 100) inside the user environment 102 to the Internet 140, but to refuse a connection from the Internet 140 side to a terminal inside the user environment 102. Similarly, the firewall 111 is configured to permit connection from a terminal (PC 110) inside the call center 112 to the Internet 140, but to refuse connection from the Internet 140 side to a terminal inside the call center 112. .

  The relay server group 121 is a server group including one or a plurality of server computers (relay servers 120) that provide a relay service via the Internet 140. In the case where a plurality of relay servers 120 are physically configured, the plurality of relay servers 120 behave as if they are virtually one server by using the load distribution device 122 or a load distribution program. May be. By using the load balancer in this way, a plurality of relay servers can use each hardware resource efficiently. FIG. 1 illustrates a site where only one relay server 120 is installed, and a site where a plurality of relay servers are installed using a load balancer.

  The MFP 100 and the PC 110 have a data communication function using HTTP (Hyper Text Transfer Protocol). In data communication using HTTP, client nodes perform data communication by repeatedly performing a POST method and a GET method on a URL (Uniform Resource Locator) provided from an HTTP relay server. In the present embodiment, repeating the POST method is called “POST polling”, and repeating the GET method is called “GET polling”. As a result, data communication can be performed even if client nodes are blocked by a private address area or a firewall.

  In the present embodiment, the MFP 100 and the PC 110 operate as HTTP client nodes. Further, the MFP 100 incorporates a module for monitoring itself. This module monitors the status of the MFP 100 and notifies the management server 130 of the status of the MFP 100. In the present embodiment, the relay server 120 operates as an HTTP relay server. The management server 130 is installed on the Internet 140 and collects and manages information on the MFP 100 by communicating with a monitoring module in the MFP 100 installed in each user environment 102. MFP information (hereinafter, management information) collected by the management server 130 includes counter values, operation logs, operation information such as component counter values indicating the degree of wear of each component used in the MFP, hardware failures, Includes fault information such as jams.

  The management server 130 stores an MFP information table 131 that associates which one of the call centers 112 provided with a plurality of all managed MFPs 100 is managed. Details of the MFP information table 131 will be described later with reference to FIG. The MFP information table 131 can provide the appropriate call center 112 with basic usage status of the MFP 100 and emergency contact when a failure occurs. Specifically, when an operator who is a user of the management server 130 logs in to the management server 130, the management information collected from the monitored MFP 100 can be displayed on the display unit of the PC 110 and the state of the MFP 100 can be monitored. Further, highly urgent information such as a service call error or a hardware failure can be notified by sending an e-mail to a notification destination described in the correspondence table.

  Further, information that the MFP 100 has connected to the relay server 120 through communication between the MFP 100 and the management server 130 is immediately notified to the operator via the management server 130 as event information. Management server 130 manages information on MFP 100 and call center 112 corresponding thereto. In this embodiment, the MFP 100 and the PC 110 are configured to communicate with the Internet 140 via the firewalls 101 and 111, but a network configuration that does not include the firewalls 101 and 111 may be used. Further, a protocol other than HTTP may be used as a communication protocol.

  In the present embodiment, various data transmitted and received between the PC 110 and the MFP 100 so that the operator of the PC 110 supports the user of the MFP 100 is referred to as “support data”. Further, in the present embodiment, for convenience, the MFP 100 that makes an inquiry is also referred to as a “first terminal”, and the PC 110 of the call center 112 that receives the inquiry is also referred to as a “second terminal”.

[Device configuration]
FIG. 2 is a diagram illustrating a configuration example of the MFP 100. A control unit 210 including a CPU 211 controls the overall operation of the MFP 100. The CPU 211 reads out various control programs stored in the ROM 212 and performs various controls such as a reading device and transmission control. The RAM 213 is used as a temporary storage area such as a main memory or work area for the CPU 211. In the case of the MFP 100, one CPU 211 executes each process shown in a flowchart to be described later using one memory (RAM 213 or HDD 214), but other modes may be used. For example, each process shown in the flowchart may be executed in cooperation with a plurality of CPUs or a plurality of RAMs or HDDs. The HDD 214 stores image data and various programs.

  The operation unit I / F 215 connects the operation unit 219 and the control unit 210. The operation unit 219 includes a liquid crystal display unit (not shown) having a touch panel function, a keyboard (not shown), and the like. A printer I / F 216 connects the printer 220 and the control unit 210. Image data to be printed by the printer 220 is transferred from the control unit 210 via the printer I / F 216 and printed on a recording medium by the printer 220. The scanner I / F 217 connects the scanner 221 and the control unit 210. The scanner 221 reads an image on a document, generates image data (image file), and inputs the data to the control unit 210 via the scanner I / F 217. The MFP 100 can send the image data (image file) generated by the scanner 221 to a file or mail. The network I / F 218 connects the control unit 210 to the Internet 140.

  FIG. 3 is a diagram illustrating a configuration example of the PC 110, the relay server 120, and the management server 130. A control unit 310 including a CPU 311 controls the operation of the entire apparatus. The CPU 311 reads out the control program stored in the ROM 312 and executes various control processes. The RAM 313 is used as a temporary storage area such as a main memory or work area of the CPU 311. The HDD 314 stores image data and various programs. The operation unit I / F 315 connects the operation unit 317 and the control unit 310. The operation unit 317 includes a liquid crystal display unit having a touch panel function, a keyboard, a mouse, and the like. The network I / F 316 connects the control unit 310 to the Internet 140.

  Note that the hardware configuration of each apparatus shown in FIGS. 2 and 3 is an example, and other parts may be provided.

[Processing sequence]
FIG. 4 is a sequence diagram of MFP 100, PC 110, relay server 120, and management server 130 during operation support. The operation of this sequence diagram is realized by reading and executing a control program related to this processing sequence stored in the HDD or the like by each processing subject CPU.

  When the user inputs a support start request from the operation unit 219, the MFP 100 logs in to the relay server 120 (S401). The MFP 100 makes a support URL creation request to the relay server 120 (S402). The relay server 120 creates a support URL (S403). In the present embodiment, when the MFP 100 and the PC 110 transmit a POST request and a GET request to the relay server 120, it is necessary to specify a common URL (Uniform Resource Locator). Hereinafter, this URL is referred to as “support URL”. There may be a plurality of support URLs, and the buffering area of the RAM 213 of the relay server 120 is assigned to each support URL. Further, when the relay server 120 receives a request for participation in the support URL from the MFP 100 or the PC 110, the relay server 120 buffers information on the MFP 100 or the PC 110 in the RAM 213 as a participant. The “participation request” here refers to a request issued when cooperation is performed between a plurality of apparatuses using the support URL created by the relay server 120. On the other hand, when the cooperation is canceled after participation, a “withdrawal request” is transmitted. Further, it is assumed that the relay server 120 holds information on participating users as participant information.

  On the other hand, when receiving GET polling of participant information to the support URL from the MFP 100 or the PC 110, the relay server 120 returns the participant update information buffered in the RAM 213 to the MFP 100 or the PC 110. Further, when the relay server 120 receives a request for withdrawal to the support URL from the MFP 100 or the PC 110, the relay server 120 deletes the corresponding information from the participant information buffered in the RAM 213. When the relay server 120 receives POST polling of support data to the support URL from the MFP 100 or the PC 110, the relay server 120 buffers the support data in the RAM 213. Examples of the support data include moving images and voices, or remote operation command data.

  On the other hand, when the relay server 120 is GET polled to the support URL from the MFP 100 or the PC 110, the support data buffered in the RAM 213 is returned to the MFP 100 or the PC 110. There may be a plurality of support URLs, and a buffering area of the RAM 213 is assigned to each support URL. The relay server 120 transmits the support URL to the MFP 100 (S404). The MFP 100 transmits a participation request to the support URL (S405). The MFP 100 starts GET polling of participant information to the support URL (S406).

  The MFP 100 transmits its own MFP identifier and the support URL assigned from the relay server 120 to the management server 130 (S407). The MFP identifier is a globally unique identifier for identifying the MFP. Although details will be described later, the management server 130 has a correspondence table between the MFP 100 and the call center 112. The correspondence table (correspondence information) indicates which call center of the plurality of call centers is managed and maintained and the remote maintenance service is provided.

  The management server 130 specifies the call center 112 that is the notification destination from the MFP identifier, and transmits a support URL and a management server URL to the PC 110 (S408). In this embodiment, the protocol used for the transmission in S408 is e-mail, but it may be other than e-mail. For example, in order to exceed the firewall 111, a method of acquiring data by performing HTTP GET polling from the PC 110 to the management server 130 may be used. Although details will be described later, the management server 130 manages an error history of the MFP as MFP information. Each device can acquire the error history of the MFP 100 by connecting to the URL of the management server 130 (hereinafter referred to as the management server URL). The operator can refer to the past error occurrence status when assisting the MFP 100. In this embodiment, an error history is handled as an example of MFP information, but other information such as component replacement information and counter information may be used.

  The PC 110 on the operator side transmits a participation request to the support URL (S409). The relay server 120 transmits the participant information to the MFP 100 (S410). The MFP 100 and the PC 110 start POST polling and GET polling of support data to the support URL (S411, S412). The PC 110 transmits an MFP information acquisition request to the management server URL (S413). The management server 130 transmits the MFP information of the MFP 100 to the PC 110 (S414). When the support by the operator is completed, the MFP 100 and the PC 110 transmit a withdrawal request to the support URL (S415, S416). The relay server 120 discards the support URL that is no longer necessary (S417). Then, this sequence ends.

[Processing flow]
The processing flow in each processing subject will be described below. 5 to 8 and 13 correspond to the processing sequence of each main body shown in FIG.

(MFP)
FIG. 5 is a flowchart for explaining the operation of MFP 100 on the user side of user environment 102. Each operation (step) shown in the flowchart of FIG. 5 is realized by the CPU 211 of the MFP 100 executing a control program stored in the HDD 214.

  The CPU 211 detects that an error has occurred in the MFP 100 (S501). The CPU 211 transmits an error to the management server 130 (S502). Note that the MFP 100 may be configured to classify the error levels based on the importance level and the urgency level of the error, and to transmit only high level errors to the management server 130. In this case, information on the level is defined in advance and is held in the HDD 214 or the like. The CPU 211 stands by until an input of a support start request is received from the operation unit 219 by the user (S503).

  When the input of the support start request is detected (YES in S503), CPU 211 logs in to relay server 120 (S504). The CPU 211 determines whether or not the MFP 100 has successfully logged into the relay server 120 to the relay server 120 (S505). If the login is successful (YES in S505), the CPU 211 transmits a support URL creation request to the relay server 120 (S506). The CPU 211 receives the support URL from the relay server 120 (S507). The CPU 211 transmits a participation request to the support URL (S508). The CPU 211 starts GET polling of participant information to the support URL (S509). The CPU 211 transmits its MFP identifier and the support URL received from the relay server 120 to the management server 130 (S510). The CPU 211 determines whether the MFP 100 has successfully transmitted to the management server 130 (S511).

  If transmission to management server 130 has succeeded (YES in S511), CPU 211 receives participant information from relay server 120 (S512). The CPU 211 starts POST polling and GET polling of support data to the support URL (S513). Examples of the support data include moving images and voices, or remote operation command data. As a result, the user of MFP 100 can receive assistance from the operator through voice, video communication, or remote operation. When the support is completed, the CPU 211 stands by until an input of a support stop request is received from the operation unit 219 by the user (S514). When receiving a support stop request input from operation unit 219 (YES in S514), CPU 211 transmits a withdrawal request to the support URL (S515). Then, this processing flow ends.

  On the other hand, if the login has failed (YES in S505), the CPU 211 transmits a connection failure to the relay server 120 to the management server 130 (S516). The CPU 211 determines whether the transmission to the management server 130 is successful (S517). If the transmission to the management server 130 is successful (YES in S517), the CPU 211 displays on the operation unit 219 that the call center has been notified (S518), and ends this processing flow.

  On the other hand, if transmission to management server 130 has failed (NO in S517), CPU 211 displays a call center telephone number and a message for prompting contact on operation unit 219 (S519), and ends this processing flow. In this case, for example, the user contacts the call center using the displayed telephone number or the like.

  On the other hand, if transmission to the management server 130 has failed (NO in S511), the CPU 211 displays a support URL issued by the relay server 120, a telephone number of the call center, and a message prompting contact on the operation unit 219 (S520). ), This processing flow ends. In this case, for example, the user contacts the call center using the displayed telephone number or the like.

(PC)
FIG. 6 is a flowchart for explaining the operation of the PC 110 on the operator side of the call center 112. Each operation (step) shown in the flowchart of FIG. 6 is realized by the CPU 311 of the PC 110 executing a control program stored in the HDD 314.

  The CPU 311 receives the support URL and the management server URL from the management server 130 (S601). The CPU 311 displays the received support URL and management server URL on the operation unit 317 (S602). This may be configured to display the received e-mail information as it is on the operation unit 317 or may be configured to be displayed as an application screen. The CPU 311 waits until the operator receives an input of connection to the support URL from the operation unit 317 (S603). When receiving the support URL connection input (YES in S603), the CPU 311 transmits a participation request to the support URL (S604). The CPU 311 starts POST and GET polling of support data to the support URL (S605). As a result, the operator can assist the user of MFP 100 by voice, moving image communication, or remote operation.

  The CPU 311 waits until the operator receives an input for connection to the management server URL from the operation unit 317 (S606). When an input for connection to the management server URL is received (YES in S606), an MFP information request is transmitted to the management server URL (S607). The CPU 311 receives MFP information from the management server 130 (S608). The CPU 311 displays MFP information on the operation unit 317 (S609). Thus, the operator can refer to the past error occurrence status of the MFP 100 when performing the support. When the support ends, the CPU 311 waits until an input of a support stop request is received from the operation unit 317 (S610).

  When receiving a support stop request from operation unit 317 (YES in S610), CPU 311 transmits a withdrawal request to the support URL (S611). Then, this processing flow ends.

(Relay server)
FIG. 7 is a flowchart for explaining the operation of the relay server 120. Each operation (step) shown in the flowchart of FIG. 7 is realized by the CPU 311 of the relay server 120 executing a control program stored in the HDD 314.

  The CPU 311 waits until a login is received from the MFP 100 (S701). Upon receiving a login from MFP 100 (YES in S701), CPU 311 receives a support URL creation request (S702). The CPU 311 creates a support URL (S703). The CPU 311 transmits a support URL to the MFP 100 (S704). The CPU 311 receives a request for participation in the support URL from the MFP 100 (S705). The CPU 311 receives GET polling of participant information from the MFP 100 (S706).

  The CPU 311 receives a request for participation in the support URL from the PC 110 (S707). The CPU 311 transmits participant information to the MFP 100 (S708). The CPU 311 receives POST and GET polling of support data from the MFP 100 and the PC 110 (S709). As a result, support data is transmitted and received between the MFP 100 and the PC 110, and the operator on the call center side can provide support to the user on the user environment side. When the support ends, the CPU 311 waits until receiving a withdrawal request from the MFP 100 and the PC 110 to the support URL (S710). When receiving a withdrawal request to the support URL (YES in S710), the CPU 311 discards the support URL (S711). Then, this processing flow ends.

(Management server)
FIG. 8 is a flowchart for explaining the operation of the management server 130 according to this embodiment. Each operation (step) shown in the flowchart of FIG. 8 is realized by the CPU 311 of the management server 130 executing a control program stored in the HDD 314.

  The CPU 311 waits until the MFP identifier and the support URL are received from the MFP 100 (S801). When the MFP identifier and the support URL are received (YES in S801), CPU 311 transmits the support URL and the management server URL to PC 110 (S802). The CPU 311 waits until receiving an MFP information request from the PC 110 to the management server URL (S803). When the MFP information request is received (YES in S803), CPU 311 transmits the MFP information to PC 110 (S804). Then, this processing flow ends.

(MFP information)
FIG. 9 is a diagram illustrating a configuration example of MFP information stored in the HDD 314 of the management server 130. Information 910 is information (MFP ID) for uniquely identifying the MFP. Information 910 corresponds to the MFP identifier shown in S407 of FIG. Information 911 is information indicating the product name of the MFP. Information 912 is information (report ID) for uniquely identifying past reports of the MFP. There may be a plurality of information 912 depending on the number of reports. Information 913 is information indicating the time of notification. Information 914 is information indicating the content of the report. Information 915 is information indicating the status of the report. Information 912 to 915 corresponds to MFP information shown in S413 and S414 of FIG.

  Information 920 is information (customer ID) for uniquely identifying a customer (owner) of the MFP. Information 921 is information indicating the name of the customer. Information 930 is information (call center ID) for uniquely identifying the call center to which the MFP belongs. Here, it is expressed as a call center, but it may be a sales company that sells and manages MFPs. The call center, customer, and MFP can be registered in the management server 130 as a hierarchical structure, and a plurality of customers can be registered under the sales company, and a plurality of MFPs can be registered under the customer. Information 931 is information indicating the name of the call center. Information 932 is information indicating the mail address of the call center. Information 932 is information used as the destination of the e-mail shown in S408 of FIG.

  Information 940 is information (support ID) for uniquely identifying the support work. The information 940 is updated at the timing when the MFP identifier and the support URL are transmitted from the MFP 100 to the management server 130 in S407 of FIG. Information 941 is information indicating a support URL. The information 941 corresponds to the support URL shown in S407 of FIG.

  As described above, the PC 110 can start the support of the MFP 100 in response to the support start request from the MFP 100.

[Processing according to this embodiment]
In the above description, the MFP 100 notifies the support URL received from the relay server 120 to the PC 110 via the management server 130, and the communication session from the MFP 100 and the communication session from the PC 110 perform “waiting” at the relay server 120. . By waiting for this communication session, the connection from each local network is associated, and communication between MFP 100 and PC 110 is established.

  However, when the number of managed MFPs supported by the call center becomes large, such as tens of thousands, the relay server that supports the connection needs to prepare a plurality of computers and associate a large number of sessions. At this time, if only a plurality of computers are prepared, the IP addresses of the servers are dispersed, and the computer resources of the relay server cannot be used efficiently. In such a case, a technique is known in which communication is distributed to a plurality of computers with respect to one IP address using a load balancer or the like. However, there is a problem that it is difficult to combine a load distribution mechanism when it is necessary to establish waiting for a communication session by the same computer as in the present invention.

  In the present invention, a description will be given of a method of enabling communication session waiting between terminals and associating communication sessions even in a relay server having a load balancing environment.

(Communication data)
FIG. 10 shows a configuration example of communication data when the MFP 100 logs in to the relay server 120. Here, it is described in an XML (Extensible Markup Language) format. These data correspond to the data transmitted from the MFP 100 in S401 of FIG.

  FIG. 10A illustrates a configuration example of login request information that the MFP 100 transmits to the relay server 120 using HTTP or HTTPS. In this example, login account information (<username> tag) is an ID for uniquely identifying MFP 100 and is represented by the serial number of MFP 100. This data is data transmitted in S401 of FIG. When the relay server 120 accepts the login request in FIG. 10A, the relay server 120 assigns a session ID to the response so that the communication with the same requester can be distinguished from the other communication from the next time, and FIG. ) Is returned. This is session information that is generally issued to a client that can use a cookie in HTTP communication, and is referred to as a session ID by a cookie option here. Here, detailed description of the Cookie option is omitted.

  The value following the Set-Cookie: JSESSIONID in the third line in the HTTP header of FIG. 10B shows an example of the session ID. The session ID is a unique value in the relay server 120, and the client (in this case, the MFP 100) that has received the session ID transmits this session ID when accessing the relay server 120 again. Thereby, the relay server 120 can recognize that the communication is performed by the same requester. In the XML data, a code indicating a result for the login request is shown. In the example shown in FIG. 10B, the value of the <resultCode> tag is “0”, which returns to the MFP 100 that the login is successful. In case of failure, for example, this value is set to “1”.

  In FIG. 10A, the Cookie option is used as an example of the session ID, but session control using another method may be used. For example, for a browser that cannot use Cookie, there is a method of controlling a session by using a URL retry option that embeds session information in URL path information. Also, there is a method of inserting authentication information into a request as an HTTP authentication header option (Authorization header). These known techniques are identifiers issued to recognize and control that the server side is the same user. Even when the load is distributed so that the server can withstand the access load from the client, by using the above identification information and identifying the user who accessed last time, the same requester Can be connected.

  FIG. 11 illustrates a configuration example of communication data used for communication for the MFP 100 that has received the session ID to issue a support URL from the relay server 120. 11A corresponds to the data transmitted from the MFP 100 in S402 in FIG. 4, and FIG. 11B corresponds to the data transmitted from the relay server 120 in S404 in FIG. FIG. 11A shows data using HTTP or HTTPS, and is composed of a header part and a body part (XML part). In the example of FIG. 11A, the content up to the Content-Length line is the header portion, and the description below that is the body portion. The MFP 100 outputs the session ID issued from the relay server 120 in FIG. 10B to the header part of FIG. 11A to indicate that the communication has been logged in to the relay server 120. .

  When the relay server 120 receives this data, the relay server 120 recognizes that the communication is from the requester that has previously issued the same session ID from the session ID in the header part. A request from the MFP 100 is output to the body portion, and here, a request for issuing a support URL is represented. The relay server 120 that has received the request illustrated in FIG. 11A returns the data illustrated in FIG. 11B to the MFP 100 as a response. The body part of this data represents a support URL (<accessUrl> tag), a code indicating success / failure related to communication (<resultCode> tag), and an issue time (<timeStamp> tag).

  FIG. 12 shows a configuration example of communication data to be transmitted when connecting to the support URL received by the PC 110. This data corresponds to the data that the PC 110 transmits to the relay server 120 in S409 of FIG.

  The MFP 100 transmits its own identifier, the support URL received with the data shown in FIG. 11B, and the session ID received with the data shown in FIG. 10B to the management server 130 (407 in FIG. 4). The management server 130 that has received such information uses the MFP information table 131 to determine the call center to which the support URL and the session ID should be transmitted based on the received identifier of the MFP 100. Then, the management server 130 transfers the information to the determined call center. The PC 110 in the call center as the data transfer destination creates data as shown in FIG. 12 using the received support URL and session ID, and makes a connection request to the support URL. At the time of data transmission, the session with MFP 100 is established among the computers constituting a plurality of relay servers that perform load distribution by using the PC 110 also using the session ID that MFP 100 uses for communication. Can be connected to a computer.

  In the data example of FIG. 12, the Cookie option is used. However, as a mechanism for controlling a connection destination using a session, a URL retry option or an HTTP authentication header option may be used. By using these session IDs, the load balancer or the like recognizes a request from the same device as MFP 100, and among the plurality of computers constituting relay server 120, to the computer on which MFP 100 is waiting for connection. The connection is made correctly. If the same session ID is continuously used, the relay server 120 may not be able to distinguish whether the MFP 100 is connected or the PC 110 is connected. Therefore, a configuration may be adopted in which a new session ID is assigned at the timing when the data in FIG. 12 is received.

(Processing flow)
FIG. 13 shows details of the processing from S504 to S511 in the flowchart of FIG. 5 according to the present embodiment, and shows a flowchart when the MFP 100 acquires and transmits session ID information. With respect to the processing here, only portions different from the processing of FIG. 5 will be described.

  If login to relay server 120 is successful (YES in step S505), CPU 211 advances the process to step S1301. In S1301, the CPU 211 confirms whether or not session information (the session ID shown in FIG. 10B) is added to the login response. If session information is added to the login response (YES in S1301), in S1302, the CPU 211 performs communication by adding the acquired session information to subsequent access to the relay server 120. Set. Then, the CPU 211 advances the process to S506. If session information is not added in the login response (NO in S1301), CPU 211 advances the process to S506.

  In S <b> 509, when GET polling is started for the relay server 120, the CPU 211 transmits connection information to the relay server 120 to the management server 130. In step S1303, the CPU 211 checks whether the MFP 100 holds session information. When the session information is held (YES in S1303), in S1304, the CPU 211 transmits the session information to the management server 130 together with its own identifier and support URL. When this process is completed, the CPU 211 advances the process to S511.

  On the other hand, when MFP 100 does not hold the session information (NO in S1303), CPU 211 advances the process to S510 and transmits the MFP identifier and the support URL to management server 130. When this process is completed, the CPU 211 advances the process to S511. The subsequent processing is the same as in FIG. As described above, the session information is transmitted to the PC 110 via the management server 130, and when the PC 110 transmits to the relay server 120, the received session information is used, so that the same relay server can be used in the load balancing environment. Can be connected.

<Other embodiments>
Further, there are companies that provide cloud services such as Google Inc. (Google Inc.) and Amazon Inc. (Amazon.com Int'l Sales, Inc.). In such a cloud service, when accessing a cloud environment, an IP address of a computer that is close to the network from the requester may be provided in response to a DNS (Domain Name Service) name resolution response. In such a case, the IP address of the relay server 120 received by the MFP 100 from the DNS may be different from the IP address of the relay server 120 received by the PC 110 from the DNS. Then, since the computers indicated by the respective IP addresses are different, it is impossible to “wait” for each session from MFP 100 and PC 110.

  In the present invention, in S510 of FIG. 13, the MFP 100 may transmit a support URL issued when connecting to the relay server 120 to the host portion using a global IP address. With this configuration, the above problem can be avoided. The support URL in this case is URL information when the PC 110 accesses the relay server 120, and the address of the relay server 120 is written in the host part of the character string constituting the URL information. Here, the host part is not indicated by a host name but is indicated by a global IP address. By transmitting the global IP address in this way, the relay server 120 can be identified on the Internet, and the session can be reliably relayed.

  The present invention is also realized by executing the following processing. That is, software (program) for realizing the functions of the above-described embodiments is supplied to a system or apparatus via a network or various storage media, and a computer (or CPU, MPU, etc.) of the system or apparatus reads the program. It is a process to be executed.

100 MFP, 120 relay server, 130 management server

Claims (9)

A communication system including a first terminal, a management server that manages the first terminal, and a relay system that relays communication between the terminals,
Wherein the first terminal has a front Stories identification information of the first terminal, the access information necessary for communicating via the relay system and the first terminal obtained when connected to the relay system against and connection information, the data, including a transmitting means for transmitting to said management server,
When the management server receives data including identification information of the first terminal to be managed, the management server sets the access information and the connection information included in the received data different from the first terminal. A notification means for notifying the second terminal;
The connection information includes session information issued by the relay system or address information of any device included in the relay system,
In the second terminal, in order to communicate with the first terminal, the connection to the relay system is performed using the access information and the connection information notified from the management server. Communication system.   The communication system according to claim 1, wherein the address information is a global IP address. The relay system includes a plurality of devices and a load distribution device,
When the relay system receives a connection request from the first terminal, the load balancer assigns a connection to one of the plurality of devices to the first terminal,
The communication system according to claim 1 or 2, wherein the transmission means of the first terminal includes the connection information in data to be transmitted to the management server for connection to the assigned device. .   4. The relay system according to claim 1, further comprising issuing means for issuing new connection information to the second terminal when the second terminal connects to the relay system. The communication system according to any one of the above. The first terminal is an image forming apparatus;
5. The communication system according to claim 1, wherein the second terminal is an information processing apparatus used when a maintenance service of the image forming apparatus is performed. A control method for a communication system including a first terminal, a management server that manages the first terminal, and a relay system that relays communication between the terminals,
In the first terminal, and a pre-Symbol identification information of the first terminal, the access information necessary for communicating via the relay system and the first terminal obtained when connected to the relay system against And a transmission step of transmitting data including the continuation information to the management server,
In the management server, when receiving the data including the identification information of the first terminal to be managed, the access information and the connection information included in the received data are different from the first terminal. A notification step for notifying the second terminal;
The connection information includes session information issued by the relay system or address information of any device included in the relay system,
In the second terminal, in order to communicate with the first terminal, the connection to the relay system is performed using the access information and the connection information notified from the management server. Control method to do. The first terminal,
An acquisition means for acquiring access information and connection information necessary for communicating with the first terminal via the relay system when connected to a relay system that relays communication between terminals;
Transmission means for transmitting data including the identification information of the first terminal, the access information, and the connection information to a management server that manages the first terminal;
Have
The connection information includes session information issued by the relay system or address information of any device included in the relay system,
In the second terminal that is notified of the access information and the connection information from the management server and is different from the first terminal, in order to communicate with the first terminal, the access information and the connection information The first terminal is characterized in that connection to the relay system is performed using. A control method in a first terminal,
An acquisition step of acquiring access information and connection information necessary for communicating with the first terminal via the relay system when connected to a relay system that relays communication between terminals;
A transmission step of transmitting data including identification information of the first terminal, the access information, and the connection information to a management server that manages the first terminal;
Have
The connection information includes session information issued by the relay system or address information of any device included in the relay system,
In the second terminal that is notified of the access information and the connection information from the management server and is different from the first terminal, in order to communicate with the first terminal, the access information and the connection information The control method is characterized in that connection to the relay system is performed using To the computer as the first terminal,
An acquisition step of acquiring access information and connection information necessary for communicating with the first terminal via the relay system when connected to a relay system that relays communication between terminals;
A transmission step of transmitting data including identification information of the first terminal, the access information, and the connection information to a management server that manages the first terminal;
A program for executing
The connection information includes session information issued by the relay system or address information of any device included in the relay system,
In the second terminal that is notified of the access information and the connection information from the management server and is different from the first terminal, in order to communicate with the first terminal, the access information and the connection information And connecting to the relay system using the program.

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