Roaming detection and session recovery during VMM-RC
First Claim
Patent Images
1. A method of determining mobile device roaming during a remote troubleshooting session, the method comprising:
- establishing a remote troubleshooting session between a technician console and a mobile device, wherein the remote troubleshooting session enables the technician console to remotely view and control the mobile device and wherein the remote troubleshooting session uses dedicated communication channels between the technician console and the mobile device to stream data with respect to display capture, and key and touch input simulation;
receiving a network state change during an ongoing remote troubleshooting session, wherein the network state change indicates a roaming status for the mobile device;
placing the ongoing remote troubleshooting session in a hibernation state on a condition that the network state change indicates that the mobile device is roaming; and
reconnecting the remote troubleshooting session between the technician console and the mobile device on a condition that the mobile device is not roaming.
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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.
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Citations
29 Claims
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1. A method of determining mobile device roaming during a remote troubleshooting session, the method comprising:
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establishing a remote troubleshooting session between a technician console and a mobile device, wherein the remote troubleshooting session enables the technician console to remotely view and control the mobile device and wherein the remote troubleshooting session uses dedicated communication channels between the technician console and the mobile device to stream data with respect to display capture, and key and touch input simulation; receiving a network state change during an ongoing remote troubleshooting session, wherein the network state change indicates a roaming status for the mobile device; placing the ongoing remote troubleshooting session in a hibernation state on a condition that the network state change indicates that the mobile device is roaming; and reconnecting the remote troubleshooting session between the technician console and the mobile device on a condition that the mobile device is not roaming. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method of determining mobile device roaming during a remote troubleshooting session, the method comprising:
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establishing a remote troubleshooting session between a technician console and a mobile device, wherein the remote troubleshooting session enables the technician console to remotely view and control the mobile device and wherein the remote troubleshooting session uses dedicated communication channels between the technician console and the mobile device to stream data with respect to display capture, and key and touch input simulation; receiving a network state change during an ongoing remote troubleshooting session in response to polling, wherein the network state change indicates a roaming status for the mobile device; placing an ongoing remote troubleshooting session in a hibernation state on a condition that the network state change indicates that the mobile device is roaming; and reconnecting the remote troubleshooting session between the technician console and the mobile device on a condition that the mobile device is not roaming. - View Dependent Claims (12)
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13. A method of determining mobile device roaming during a remote troubleshooting session, the method comprising:
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establishing a remote troubleshooting session between a technician console and a mobile device, wherein the remote troubleshooting session enables the technician console to remotely view and control the mobile device and wherein the remote troubleshooting session uses dedicated communication channels between the technician console and the mobile device to stream data with respect to display capture, and key and touch input simulation; determining if the mobile device is roaming during an ongoing remote troubleshooting session; performing a disconnection action with respect to the ongoing remote troubleshooting session based on a condition that the mobile device is roaming, wherein the remote troubleshooting session enables remote view and control of the mobile device; and performing a reconnection of the remote troubleshooting session between the technician console and the mobile device on a condition that the mobile device is not roaming. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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21. A system for determining mobile device roaming during a remote troubleshooting session, comprising:
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a technician console configured to establish a remote troubleshooting session with a mobile device, wherein the remote troubleshooting session enables the technician console to remotely view and control the mobile device and wherein the remote troubleshooting session uses dedicated communication channels between the technician console and the mobile device to stream data with respect to display capture, and key and touch input simulation; the technician console configured to receive a network state change during an ongoing remote troubleshooting session, wherein the network state change indicates a roaming status for the mobile device; the technician console configured to place an ongoing remote troubleshooting session in a hibernation state on a condition that the network state change indicates that the mobile device is roaming; and the technician console configured to reconnect the remote troubleshooting session between the technician console and the mobile device on a condition that the mobile device is not roaming. - View Dependent Claims (22, 23, 24, 25, 26, 27)
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28. A mobile device for determining mobile device roaming during a remote troubleshooting session, comprising:
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the mobile device console configured to establish a remote troubleshooting session with a console, wherein the remote troubleshooting session enables the console to remotely view and control the mobile device and wherein the remote troubleshooting session uses dedicated communication channels between the technician console and the mobile device to stream data with respect to display capture, and key and touch input simulation; and the mobile device configured to transmit a network state change during an ongoing remote troubleshooting session, wherein the network state change indicates a roaming status for the mobile device, wherein the ongoing remote troubleshooting session is placed in a hibernation state on a condition that the network state change indicates that the mobile device is roaming, and wherein the ongoing remote troubleshooting session is reconnected between the technician console and the mobile device on a condition that the mobile device is not roaming. - View Dependent Claims (29)
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Specification