Patent application number | Description | Published |
20120282899 | System to assist a mobile device subscriber to perform self-diagnosis of the mobile device - The instant invention is a process for a Self-Care system that allows mobile device subscribers to manage their own devices without making a trip or a phone call to the customer care center. Subscribers can view service issues and repair and update settings, check the status of their devices, and manage device security minimizing customer service calls. Dynamic workflow navigates the subscriber to easily find a solution to their problem which will substantially reduce frequent calls to customer care. Dynamic menus avoid the unnecessary information that the subscriber might enter about the device and leads the subscriber towards the path of solving the issue. The system is scalable to include diagnostics tools as part of self-care and customer care, where the subscribers can benefit from these tools to reset their device to a normal state. | 11-08-2012 |
20130054969 | Secured privileged access to an embedded client on a mobile device - Disclosed is an apparatus and method to access privileges of Virtual Mobile Management (VMM) client in mobile device. A disclosed example method contains an assigning embedded stub to raise the access privilege of the tool on a mobile device, the embedded stub is integrated by an operating system of the mobile device with “root” privilege, determining via a secured key exchange algorithm that the VMM client and tools is authorized to be installed on the mobile device then, the VMM client and tools of a mobile device are authorized to access a network interface of the Communication Endpoint Gateway (CEG) server, configuring the embedded stub to install the key exchange procedure for the shared certification between the embedded stub, VMM client and the session mediation server, enabling the embedded stub to communicate through a secure link via VMM client. | 02-28-2013 |
20130064521 | Session recording with event replay in virtual mobile management - Systems and methods for recording and replaying a troubleshooting event between a customer and CARE agent are provided. The method includes configuring a communication component of the remote mobile management systems to enable recording of a media stream associated with entire troubleshooting session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and replaying the received media stream. As a result, a special mode of Virtual Mobile Management (VMM) tool that allows remote support technicians to record the entire troubleshooting session from the management console is provided by present invention and they can replay the events to help trace the problems encountered by the user on the device. | 03-14-2013 |
20130067542 | Connection authorization with a privileged access - Disclosed is a connection authorization method with an access privilege transferring algorithm for safely transmitting privilege information between virtual mobile management tool and communication endpoint gateway (CEG) server through embedded stub. Secret Shared Key (SSK) information is shared between the embedded stub and communication endpoint gateway server (namely, session mediation server) through VMM (Virtual Mobile Management) client. A stub that generates access privilege information transfers access privilege information to VMM tool. The stub applies a two-way communication channel between the session mediation server and the VMM tool by joining the generated privilege information and the SSK information to each other, thereby generating protected privilege information with which a third party or hacker who does not know the secret information is not capable of interfering. Exploiting the protected privilege information makes it possible to safely connect authorization with access privileges. | 03-14-2013 |
20130263287 | Access control list for applications on mobile devices during a remote control session - A method of implementing access restrictions on mobile devices during a remote control session Network based restrictions; User controlled restrictions, or User controlled access list restrictions. A remote support technician connects to a mobile device to perform remote access to the mobile device. As part of the remote control session a policy can be pushed to the device that would have a list of applications that would need to be allowed by the user to be shared with remote technician. Alternatively no policy is pushed and the user must allow remote support technician access. | 10-03-2013 |
20140089354 | METHOD AND SYSTEM FOR COLLECTION OF DEVICE LOGS DURING A REMOTE CONTROL SESSION - Described herein are a method and system that has the capability to interface with a remote control system and utilize systems within wireless devices to activate a debug logger and view and analyze the collected data logs. A wide range of measurements and analytical with respect to applications, device hardware, device software and network in various simulated and natural environments is obtained, and transmitted to the remote system for analysis and storage. | 03-27-2014 |
20140136667 | VIRTUAL MOBILE MANAGEMENT FOR DEVICE SIMULATION - Described herein is a method and system that provides access to numerous connected devices in a device bank and allows remote interaction and control of aspects of the connected devices using a remote management system. In an embodiment, the method comprises the configuring of one or more connected devices in the device bank to mimic an end user's connected device configuration and environment in order to resolve an issue with the end user's connected device. In other embodiments, the connected devices in the device bank can be used by end users such as developers to test and diagnose new applications and by remote support technicians to train themselves on connected devices. | 05-15-2014 |
20140235203 | MULTIPLE-PERSONA ON MOBILE DEVICES - Disclosed is a system and method of allowing multiple customer support organizations to establish virtual mobile management sessions with a mobile device using a multi-persona client on the mobile device that does not have to reconfigured for each of the multiple customer support organizations. | 08-21-2014 |
20140282046 | DASHBOARD NOTIFICATIONS ON MANAGEMENT CONSOLE DURING A REMOTE CONTROL SESSION - Disclosed is a web-based dashboard notification application for real-time presentation and remote management of mobile devices connected to a management console. A method for providing dashboard notifications during a remote control session includes establishing a remote control session between a management console and a mobile device. The management console requests device information and sends the device information to a dashboard execution service. A dashboard model is requested based on the device information, where the dashboard model is a set of workflows. A set of workflows is executed on the device information to verify the device information against predetermined values. The output data model is bound to a view to create a dashboard notification, which is displayed on the management console. The dashboard notification is a visual representation of a health of the mobile device. | 09-18-2014 |