Aetherpal Inc.

Astherpal Inc.

Vmware, Inc.

Calvin Charles

Deepak Gonsalves

Ramesh Parmar

Subramanyam Ayyalasomayajula

Byung Joon Oh

Artun Kutchuk

Pooja Chengappa

Ranjithkumar Palanichamy

Shine Joshua

Subramanyam Ayyalasornayajula

Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.

Generating storyboard for a knowledge base in virtual mobile management

Knowledge base in virtual mobile management

Described are a method and system that remotely instructs and guides end users of mobile devices to navigate through its various functions and configurations. The system comprises a repository, a control center, and an intelligent client on the mobile device, where the control center and mobile device operate in a client-server relationship and are in communication during a help session. An administrator uses the system to create step by step navigational instructions called story boards and reference device navigational maps which are uploaded to a repository. The control center pulls the relevant story boards and device navigation maps from the repository and uses it to remotely and interactively direct the end user of the mobile device to navigate through its various applications and functions.

Method and apparatus for interactive mobile device guidance

Described herein is a method for providing peer to peer remote control management between a helper and a beneficiary mobile device. The method includes registering, by the helper and beneficiary mobile devices, with a secure server. The helper mobile device authenticates with the secure server. The helper or the beneficiary mobile device perform discovery with respect to the other device. A trust relationship is established between the helper and beneficiary mobile devices by performing mutual authentication. An auto connection discovery process is performed to determine if the helper and the beneficiary mobile devices are on a same sub network. A peer to peer connection is established between the helper and the beneficiary mobile devices if the helper and the beneficiary mobile devices are on the same sub network and a secure server mediates between the helper and the beneficiary mobile devices if they are on different sub networks.

Peer to peer remote control method between one or more mobile devices

Apparatus and method may include a control center system operable to enable remote control of wireless handheld devices based upon the establishment of dedicated communication channels with the wireless device and employing communication protocols to facilitate display capture, key and touch input simulation, and collect device parameters to analyze and compare with pre-defined parameters and generate a standards deviation report viewable by an authorized user.

Roaming detection and session recovery during VMM-RC

Disclosed is a method of updating Care knowledgebase for specific device models with identification of common device problem types and possible corrective actions for specific mobile device models based on the actions performed by the CSR remotely on the device or by the end user on the device during remote control session.

Mobile device remote control session activity pattern recognition

A method of collaborating session management during remote control management with a mobile device which allows a Customer Service Representative to be able to share, transfer, and monitor their remote control sessions amongst other Customer Service Representatives without having to end the existing session.

Session collaboration

Disclosed is a method to enable wireless remote session recovery for a wireless device. Should a wireless device encounter a broken communication link during a virtual mobile management (VMM) operation, a method of automatic session recovery is disclosed which executes from a management console through a communication end-point gateway server in order to reconnect the mobile device. Under control of the session reconnection method, the device client listener and tools of wireless device re-establishes the signal and bearer links with a management console, over the air through the communication end-point gateway server (CEG). The communication utilizing the session recovery algorithm enables the wireless device to receive session information from the communication end-point gateway server, including the respective tools.

Session recovery during virtual mobile management

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.

Growing community of inventors

Piscataway, NJ, United States of America

Calvin Charles