Customer representative remote access for troubleshooting smartphones

A system, comprising:

• a first device comprising:
• a first communication interface;
• and
• a first processing unit configured to:
• open, via the first communication interface based on receiving an assistance call from a customer at a mobile device, a first leg of a websocket with a system associated with a call center customer representative,
• open, via the first communication interface, a second leg of the websocket between the first device and the mobile device,
• send, via the first communication interface to the mobile device, an access permission request, wherein the access permission request includes an option for choosing a type of remote access of a plurality of types of remote access, wherein the plurality of types of remote access includes a first type of remote access and a second type of remote access, wherein the first type of remote access comprises provision of captured screen displays of the mobile device to the call center customer representative, and wherein the second type of remote access comprises enabling remote controlling of the mobile device by the call center customer representative,
• receive, via the first communication interface from the mobile device, a grant of remote access from the customer at the mobile device, wherein the grant of remote access includes a customer-specified indication of either the first type of remote access or the second type-of remote access that is granted, and
• selectively perform, based on whether the grant of remote access includes the customer-specified indication of the first type of remote access or the second type of remote access, one of the following:
• 1) receive captured display screens from the mobile device via the second leg of the websocket, and send the captured display screens to the system associated with the call center customer representative via the first leg of the websocket for presentation to the call center customer representative, or
• 2) receive, from the call center customer representative via the first leg of the websocket, remote access control input, and provide, via the second leg of the websocket to the mobile device, the remote access control input for remote controlling of the mobile device.

A non-transitory computer-readable medium comprising instructions, the instructions comprising:

• one or more instructions that, when executed by a processor of a first device, cause the processor to:
• open, based on a call to an Interactive Voice Response (IVR) system to receive assistance for a customer at a mobile device, a first leg of a websocket with a system associated with a call center customer representative;
• send a first Short Message Service (SMS) text message to the mobile device, wherein the first SMS text message includes a first authentication token;
• receive, while attempting to establish a second leg of the websocket between the first device and the mobile device, a second authentication token from the mobile device;
• authenticate the mobile device based on the received second authentication token;
• open the second leg of the websocket between the first device and the mobile device based on whether the authentication of the second authentication token is successful;
• send, to the mobile device, an access permission request, wherein the access permission request includes an indication of a plurality of types of remote access, wherein the plurality of types of remote access includes a first type of remote access and a second type of remote access, wherein the first type of remote access comprises provisioning of captured screen displays of the mobile device to the call center customer representative, and wherein the second type of remote access comprises enabling remote controlling of the mobile device by the call center customer representative;
• receive, from the mobile device, a grant of remote access from the customer at the mobile device, wherein the grant of remote access includes a customer-specified indication of either the first type of remote access or the second type of remote access;
• and
• selectively perform, based on whether the grant of remote access includes the customer-specified indication of the first type of remote access or the second type of remote access, one of:
• 1) receive, via the second leg of the websocket, captured display screens from the mobile device and send, via the first leg of the websocket, the captured display screens to the system associated with the call center customer representative for presentation to the call center customer representative, or
• 2) receive, from the call center customer representative via the first leg of the websocket, remote access control input, and provide, from the first device to the mobile device via the second leg of the websocket, the remote access control input for remote controlling of the mobile device.