Method and system for providing secure remote access and control
First Claim
Patent Images
1. A method comprising:
- communicating, by a network appliance that is a standalone hardware device or devices that include a processor, with a representative system configured to execute a representative application which is downloaded from the network appliance;
communicating, by the network appliance, with a customer system configured to execute a customer application for enabling a remote support service provided by the representative system, wherein a remote support session is established by using the downloaded representative application; and
permitting, via the network appliance, control and access to the customer system by the representative system or to the representative system by the customer system for providing the remote support service, wherein the network appliance is configured to host multiple support sessions at the same time, if a representative of the representative system decides at any point during the sessions that another logged-in representative could better handle one of the sessions, then the representative can share the session with the other representative who is selected from a dropdown list;
wherein the network appliance is configured to centrally manage, log, and route all screen updates and activities, via the customer application of the customer system to the representative system, and the network appliance being managed by the customer system or the representative system, wherein the customer application is downloaded from the network appliance, and the customer application is capable of uninstalling itself when a session is complete, such as it is automatically self-removed from the customer system after each support session.
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Abstract
A network appliance is configured to communicate with a representative system and a customer system. The network appliance permits control and access to the customer system by the representative system or to the representative system by the customer system for providing remote support service. The network appliance manages, logs, and routes screen updates of the customer system to the representative system. In addition, the network appliance logs and provides reports for all actions taken during the support service.
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Citations
27 Claims
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1. A method comprising:
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communicating, by a network appliance that is a standalone hardware device or devices that include a processor, with a representative system configured to execute a representative application which is downloaded from the network appliance; communicating, by the network appliance, with a customer system configured to execute a customer application for enabling a remote support service provided by the representative system, wherein a remote support session is established by using the downloaded representative application; and permitting, via the network appliance, control and access to the customer system by the representative system or to the representative system by the customer system for providing the remote support service, wherein the network appliance is configured to host multiple support sessions at the same time, if a representative of the representative system decides at any point during the sessions that another logged-in representative could better handle one of the sessions, then the representative can share the session with the other representative who is selected from a dropdown list; wherein the network appliance is configured to centrally manage, log, and route all screen updates and activities, via the customer application of the customer system to the representative system, and the network appliance being managed by the customer system or the representative system, wherein the customer application is downloaded from the network appliance, and the customer application is capable of uninstalling itself when a session is complete, such as it is automatically self-removed from the customer system after each support session. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 15)
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11. An apparatus comprising:
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at least one processor; and at least one memory including computer program code, the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to perform at least the following; initiate establishment of communication with a representative system, via a representative application which is downloaded from the apparatus to the representative system, and a customer system, via a customer application which is downloaded from the apparatus to the customer system, for permitting control of the customer system to the representative system for providing remote support service, wherein the customer system is configured to execute the customer application for enabling the support service, and the network apparatus is configured to centrally manage, log all screen updates and activities and to initiate forwarding of the screen updates and activities, via the customer application, of the customer system to the representative system, wherein the apparatus is a standalone hardware and is managed by the customer system or the representative system, wherein the network apparatus is configured to host multiple support sessions at the same time, if a representative of the representative system decides at any point during the sessions that another logged-in representative could better handle one of the sessions, then the representative can share the session with the other representative who is selected from a dropdown list, wherein the customer application is capable of uninstalling itself when a session is complete, such as it is automatically self-removed from the customer system after each support session. - View Dependent Claims (12, 13, 14, 16, 17)
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18. A method comprising:
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downloading, into a memory, a representative application from a network appliance that is a standalone hardware device or devices to a representative system; downloading, into another memory, a customer application from the network appliance to the customer system, wherein the network appliance is configured to facilitate establishment of a remote technical_support session by the representative system with the customer system to permit controlling and accessing to the customer system by the representative system for providing the remote technical support service, wherein the remote technical support session is established by using the downloaded representative application; wherein the network appliance is configured to centrally manage, log all screen updates and activities and to initiate forwarding of the screen updates and activities, via the customer application, of the customer system to the representative system, wherein the network appliance is managed by the customer system or the representative system, wherein the network appliance is configured to host multiple support sessions at the same time, if a representative of the representative system decides at any point during the sessions that another logged-in representative could better handle one of the sessions, then the representative can share the session with the other representative who is selected from a dropdown list; and wherein the customer application is capable of uninstalling itself when a session is complete, such as initiating automatic self-removal of the customer application from the customer system after the technical support session. - View Dependent Claims (19, 20, 21, 22)
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23. A method comprising:
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downloading, into a memory, a customer application from a network appliance that is a standalone hardware device at a customer system, downloading, into another memory, a representative application from the network appliance to a representative system, wherein the network appliance is configured to facilitate establishment of a remote technical support session with the representative system via the downloaded representative application and to permit controlling and accessing to the customer system by the representative system for providing the remote technical support service, and the network appliance is further configured to centrally manage, log all screen updates and activities and to initiate forwarding of the screen updates and activities, via the customer application, of the customer system to the representative system, wherein the network appliance is managed by the customer system or the representative system; and wherein the customer application is capable of uninstalling itself when a session is complete, such as initiating automatic self-removal of the customer application from the customer system after the technical support session. - View Dependent Claims (24, 25, 26, 27)
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Specification