Remote assistance controller that provides control over what a remote assistor can access

An apparatus comprising:

• at least one processor;
• a memory coupled to the at least one processor;
• and
• a remote assistance controller residing in the memory and executed by the at least one processor, the remote assistance controller serving as intermediary between a user device and a remote assistance device, the remote assistance controller comprising:
• a remote assistance policy that defines at least one criterion for blanking information displayed on the user device in an assistant view on the remote assistance device, the remote assistance policy comprising:
• criteria for blanking in the assistant view all portions of the display on the user device outside an active window of a specified software application;
• criteria for blanking in the assistant view all portions of the display on the user device that provide control to programs on the user device other than a selected one program;
• and
• a list of allowed and disallowed operations on the user device;
• a requestor view generator that generates a requestor view on the user device;
• and
• an assistant view generator that generates the assistant view on the remote assistance device with at least one portion blanked according to the at least one criterion for blanking information in the remote assistance policy;
• wherein the remote assistance controller receives a request from the user device for remote assistance, and in response, forwards the request to the remote assistance device, wherein a remote assistor using the remote assistance device accepts the request from the user device for remote assistance, and in response, the remote assistance device sends a link or code to the remote assistance controller, which forwards the link or code to the user device, wherein, when a user of the user device clicks on the link or executes the code received from the remote assistance controller, the remote assistance controller begins a remote assistance session, and during the remote assistance session, the requestor view generator generates and sends the requestor view to the user device and the assistant view generator generates and sends the assistant view to the remote assistance device, wherein the assistant view sent to the remote assistance device includes the at least one portion blanked according to the at least one criterion for blanking information in the remote assistance policy, wherein the remote assistance controller receives a proposed operation from the remote assistance device, determines whether the proposed operation complies with the remote assistance policy, and when the proposed operation complies with the remote assistance policy, the remote assistance controller sends the proposed operation to the user device, refreshes the requestor view and the assistant view, sends the refreshed requestor view to the user device, and sends the refreshed assistant view to the remote assistance device.

A computer-implemented method executed by at least one processor for a remote assistance controller to act as intermediary between a remote assistor using a remote assistance device and a user using a user device to provide remote assistance to the user, the method comprising:

• the remote assistance controller receiving a request from the user device for remote assistance, and in response, forwarding the request to the remote assistance device;
• the remote assistor using the remote assistance device accepting the request from the user device for remote assistance, and in response, the remote assistance device sends a link or code to the remote assistance controller;
• the remote assistance controller forwarding the link or code to the user device;
• when a user of the user device clicks on the link or executes the code received from the remote assistance controller, the remote assistance controller begins a remote assistance session;
• during the remote assistance session, generating and sending the requestor view to the user device and generating and sending the assistant view to the remote assistance device, wherein the assistant view sent to the remote assistance device includes at least one portion blanked according to the at least one criterion for blanking information in a remote assistance policy specified by the user,
• wherein the remote assistance controller receiving a proposed operation from the remote assistance device;
• the remote assistance controller determining whether the proposed operation complies with the remote assistance policy;
• and
• when the proposed operation complies with the remote assistance policy, the remote assistance controller:
• sends the proposed operation to the user device;
• refreshes the requestor view;
• sends the refreshed requestor view to the user device;
• refreshes the assistant view;
• and
• sends the refreshed assistant view to the remote assistance device.