Web-Based Remote Support System for Mobile Terminal Connectivity
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Solution Overview
Problem
Existing remote support services face challenges in providing efficient and convenient support in mobile environments, as they often rely on PC-based solutions and lack effective integration with mobile devices and enterprise mobility management systems.
Innovation Solution
A system comprising a web viewer, web application server, relay server, and message broker that enables secure and efficient remote support services by generating connection spaces and codes, managing message queues, and mediating data transmission between administrators and mobile terminals, allowing for authentication and encryption of data.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If remote support service is provided through administrator's PC, then remote support functionality is achieved, but user convenience and accessibility in mobile environment deteriorates
Solution Approach 1:
The system enables the remote support service to function across multiple device types (PC, tablet PC, smartphone) by implementing a universal web-based interface that adapts to different mobile devices. The web viewer can be accessed through web browsers on various devices, allowing administrators to perform remote support operations regardless of their device, thus achieving multi-functionality and improved adaptability.
2Adaptability or versatility
If connection space and code are generated for mobile terminal connection, then mobile accessibility is improved, but system complexity increases
Solution Approach 1:
The system introduces a web application server as an intermediary that manages connection spaces and codes between administrators and mobile terminals. This mediator handles the complex tasks of generating unique connection identifiers, managing connection states, and coordinating communication between different components, thereby simplifying the overall system architecture while enabling mobile terminal connectivity.
3Productivity
If message broker mediates multiple message queues, then data transmission efficiency is improved, but system complexity increases
Solution Approach 1:
A message broker is introduced as a mediating component that manages multiple message queues for different types of data transmission (control messages, file transfers, status updates). The broker intelligently routes messages between the web viewer, relay server, and mobile terminal based on message type and destination, improving data transmission efficiency while centralizing the complexity of queue management in a single component.
4Reliability
If authentication with EMM server is implemented, then security is improved, but ease of operation deteriorates
Solution Approach 1:
The system performs authentication with the EMM server in advance during the login process, before the actual remote support operation begins. By pre-establishing secure authentication credentials and session tokens during initial login, the system ensures security requirements are met while allowing subsequent remote support operations to proceed without repeated authentication steps, thus maintaining ease of operation.
Data Source
AI summary
A system for a remote support according an embodiment includes a web viewer configured to receive a request for execution of a remote support service from a logged-in administrator, a web application server configured to receive a request for generation of a connection space for the remote support service from the web viewer and generate a first connection space and a first connection code for identifying the first connection space based on the request for generation, a relay server configured to receive the first connection code, generate a second connection space in which the first connection code is stored, and receive a request for provision of the remote support service from a mobile terminal, and a message broker configured to mediate a plurality of message queues between the first connection space and the second connection space for the remote support service between the web viewer and the mobile terminal.