Abstract: Described herein is a method for creating and utilizing device navigational maps. The device navigational maps are modeled using directed graphs that contain detailed information of all components on the connected devices. An application systematically scans through the entire connected device and builds a detailed data model of the connected device, which is used as the navigational map.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: Described herein is a method for creating and utilizing device navigational maps. The device navigational maps are modeled using directed graphs that contain detailed information of all components on the connected devices. An application systematically scans through the entire connected device and builds a detailed data model of the connected device, which is used as the navigational map.

Abstract: 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.

Abstract: 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.

Abstract: Described herein is a method and system for a knowledge base studio that allows a designer to automatically create tutorials for connected devices with textual, visual and audio instructions by remotely connecting to a device over the air to view the device screen. It allows for publishing the tutorials to various platforms like customer agent desktops, websites, mobile apps etc. The knowledge base studio allows multiple designers to collaborate their work which can later be analyzed and approved by a moderator. The moderator can provide suggestions or reject tutorials that do not conform to the requirements. The knowledge base studio provides the ability to add scripts to tutorials to perform specific actions on the device and edit existing tutorials.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: Disclosed is a Virtual Mobile Management apparatus and method using 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. A device client is resident on the mobile device non-volatile memory and is operable by the end user to invoke the application to request remote control feature.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: Disclosed is a method of password protection applied to applications on mobile devices during a remote control session. When a mobile device is connected to a remote support technician providing said remote support technician access to the mobile device, when a user highlights a password field the password is contextually hidden on remote support technician's console. A toast message is displayed on the remote access console and the user's mobile device and the remote support technician is denied the ability to edit the user's password field.

Abstract: 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.

Abstract: Described herein are a method and system that has the capability to remotely instruct and guide 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. An intelligent client on the mobile device is used for assistance in this process, which in turn reports the end user progress back to the control center.