Managing remote support
AssigneeVMware, Inc.
InventorsKevin Murray, Nicholas Boncek, Raghu Mummadi, Perron Jones, Brian Mgbeokwere, Gustavo Trelles
Life of this patent
Estimating the term…
Abstract
Disclosed are examples relating to managing remote support sessions using devices in communication through a network. In some examples, a request to initiate a remote support session is obtained. The request includes a selection of an endpoint. A determination of the remoting capability of the endpoint is performed. A remote support server is selected. Progress of initiation of a remote support session is rendered in a user interface. A user interface element is rendered within the user interface. The user interface element allows launching of a remote support session.
Claims20
A non-transitory computer-readable medium storing a plurality of instructions executable by a computing device, the plurality of instructions being configured to cause the computing device to at least:
- obtain a request to initiate a remote support session, the request comprising a selection of an endpoint device for remote support;
- determine a remoting capability of the endpoint device by obtaining a sample from the endpoint device;
- obtain an eligibility status of the endpoint device from at least one of a plurality of remote support servers;
- select, based at least on the remoting capability of the endpoint device, a remote support server from the at least one of a plurality of remote support servers;
- and
- provide endpoint control data to the endpoint device, the endpoint control data causing the endpoint device to communicate with the remote support server.
A system, comprising:
- a computing device;
- and
- a management application executable by the computing device, wherein the management application, when executed by the computing device, is configured to cause the computing device to at least:
- obtain a request to initiate a remote support session, the request comprising a selection of an endpoint device for remote support;
- determine a remoting capability of the endpoint device by obtaining a sample from the endpoint device;
- obtain an eligibility status of the endpoint device from at least one of a plurality of remote support servers;
- select, based at least on the remoting capability of the endpoint device, a remote support server from the at least one of a plurality of remote support servers;
- and
- provide endpoint control data to the endpoint device, the endpoint control data causing the endpoint device to communicate with the remote support server.
A method, comprising:
- obtaining a request to initiate a remote support session, the request comprising a selection of an endpoint device for remote support;
- determining a remoting capability of the endpoint device by obtaining a sample from the endpoint device;
- obtaining an eligibility status of the endpoint device from at least one of a plurality of remote support servers;
- selecting, based at least on the remoting capability of the endpoint device, a remote support server from the at least one of a plurality of remote support servers;
- providing endpoint control data to the endpoint device, the endpoint control data causing the endpoint device to communicate with the remote support server;
- and
- providing client control data to a client device, the client control data causing the client device to communicate with a remote support server allowing a remote support session to be conducted.
Dependencies are inferred from the claim text.