Method, system, and computer readable medium for remote assistance, support, and troubleshooting
US8924461B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 3, 2011 |
| Grant date | Dec 30, 2014 |
| Priority date | — |
| Expiry date | Jan 22, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L63/168
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
The present disclosure enables remote device management. A programmatic interface is associated with each application plug-in A web server included with the on-device agent provides access to the programmatic interfaces according to open standards such as HTML or XML. The present disclosure enables access to remote devices through existing infrastructure without the need for proprietary systems. An IT administrator or other administrator may remotely access and update software and hardware, track device data plan usage statistics, provide live support, and track current and historical device locations. Through the support features of the present disclosure an IT administrator or other support operator may remotely operate a device as if they were actually holding the device. This feature provides direct access to device files and software while also showing the IT administrator screen views of the remote device. Thus, the IT administrator actually sees what the remote user also sees.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.