Remotely accessing a computer system
First Claim
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1. A method for providing customer support from a remote representative system to a local customer system, the method operating within an intermediary interface system locally coupled to the local customer system and wirelessly coupled to the remote representative system, the method comprising:
- receiving a video signal from the local customer system;
wirelessly transmitting the video signal to the remote representative system;
wirelessly receiving a remote user input signal from the remote representative system;
formatting the remote user input signal to correspond to a user input signal originating from a hardware user interface device locally coupled to the local customer system;
transmitting the remote user input signal to the local customer system; and
wherein the local customer system has no network connection to the remote representative system other than through the intermediary interface system and wherein the only signals received by the local customer system from the remote representative system are remote user input signals.
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Abstract
An intermediary interface system allow for remote servicing of a computer in a local customer system by a remote representative system even if the local customer system does not have a network connection to the remote representative system. The intermediary interface system includes a smartphone and a dongle. The dongle interfaces video output and keyboard and mouse inputs of the local customer system with the smartphone. The smartphone wirelessly interfaces the dongle with the remote representative system. Thus, the representative system displays the video signal from the local customer system for analysis and sends keyboard and mouse signals to the local customer system in response without requiring a network connection between the local customer system and the remote representative system.
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Citations
18 Claims
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1. A method for providing customer support from a remote representative system to a local customer system, the method operating within an intermediary interface system locally coupled to the local customer system and wirelessly coupled to the remote representative system, the method comprising:
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receiving a video signal from the local customer system; wirelessly transmitting the video signal to the remote representative system; wirelessly receiving a remote user input signal from the remote representative system; formatting the remote user input signal to correspond to a user input signal originating from a hardware user interface device locally coupled to the local customer system; transmitting the remote user input signal to the local customer system; and wherein the local customer system has no network connection to the remote representative system other than through the intermediary interface system and wherein the only signals received by the local customer system from the remote representative system are remote user input signals. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A non-transitory computer readable storage medium comprising a computer program which instructs a computer to perform a method comprising:
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receiving a video signal from a local customer system; wirelessly transmitting the video signal to a remote representative system; wirelessly receiving a remote user input signal from the remote representative system; formatting the remote user input signal to correspond to a user input signal originating from a hardware user interface device locally coupled to the local customer system; transmitting the remote user input signal to the local customer system; and wherein the local customer system has no network connection to the remote representative system other than through the hardware user interface device and wherein the only signals received by the local customer system from the remote representative system are remote user input signals.
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13. A dongle device for facilitating provision of customer support from a remote representative system to a local customer system, the device comprising:
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a dongle port for providing a wire interface to a video output port and an at least one user input port of the local customer system, the dongle port for receiving a video signal from the video output port and for transmitting a hardware user input signal to the local customer system; a modular connection interface for providing an interface between the dongle device and a wireless transceiver, the wireless transceiver wirelessly coupled to the remote representative system; and a module operating within the wireless transceiver for instructing a computer within the wireless transceiver to cause the wireless transceiver to receive the video signal from the dongle device, wirelessly transmit the video signal to the remote representative system, wirelessly receive a remote user input signal from the remote representative system, and transmit the remote user input signal to the dongle device; and wherein the local customer system has no network connection to the remote representative system other than through the dongle device and wherein the only signals received by the local customer system from the remote representative system are the remote user input signal. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification
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Current AssigneeBeta Brain, Inc.
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Original AssigneeBeta Brain, Inc.
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InventorsSandler, Nathan, Dandreamatteo, Paula
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Primary Examiner(s)BAUTISTA, XIOMARA L
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Application NumberUS13/798,272Publication NumberTime in Patent Office1,126 DaysField of SearchUS Class Current1/1CPC Class CodesH04M 1/72412 using two-way short-range w...H04M 1/72415 for remote control of appli...H04W 4/00 Services specially adapted ...H04W 4/18 Information format or conte...H04W 4/80 Services using short range ...
