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公开(公告)号：US20180063700A1
公开(公告)日：2018-03-01
申请号：US15249394
申请日：2016-08-27
发明人： Gayathri Chandrasekaran , Joe Varghese , Jangam Dheenaraj Joshi , Brian Matthew White , Rachel YuYin Ward , Sivagnanalingam Sivaganesh , Sankar Shanmugam
CPC分类号： H04W8/205 , G06F8/65 , H04L12/185 , H04L12/189 , H04L41/082 , H04L67/10 , H04L67/14 , H04L67/306 , H04L67/34 , H04W4/50 , H04W8/186 , H04W8/245 , H04W88/02 , H04W88/08
摘要： Systems and methods relating to obtaining group criteria for mobile devices to be associated with a user-specified group; determining that a first mobile device satisfies the group criteria; obtaining a release time for the group in connection with a first software update; determining that availability of the first software update should not be indicated prior to the release time to the first mobile device based on the determination that the first mobile device satisfies the group criteria; and indicating, at a first time, to the first mobile device that the first software update is available based on the first time occurring during or after the release time.
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公开(公告)号：US20170163806A1
公开(公告)日：2017-06-08
申请号：US14962418
申请日：2015-12-08
发明人： Sankar Shanmugam , Amit Kumar Shukla , Gayathri Chandrasekaran , Zulfiqer Sekender , Sudhin Vellooparambil Latheef , Ying Sun
CPC分类号： H04M3/5183 , H04L41/5074 , H04L63/08 , H04L67/02 , H04L67/28 , H04L67/2804 , H04M1/72555 , H04M3/5125 , H04M2203/053 , H04M2203/1033 , H04M2207/18 , H04W4/00 , H04W4/12 , H04W12/06
摘要： A middleware device opens, based on an assistance call from a mobile device, a first leg of a websocket with a system associated with a call center customer representative, and sends a SMS text message to the mobile device that includes a first authentication token. The middleware device receives, while attempting to establish a second leg of the websocket between the first middleware device and the mobile device, a second authentication token from the mobile device, authenticates the mobile device based on the second authentication token, and opens the second leg of the websocket between the middleware device and the mobile device based on whether the authentication is successful. The middleware device receives a captured display screen from the mobile device via the second leg of the websocket, and sends the captured display screen to the system associated with the customer representative via the first leg of the websocket.
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公开(公告)号：US10045203B2
公开(公告)日：2018-08-07
申请号：US15249394
申请日：2016-08-27
发明人： Gayathri Chandrasekaran , Joe Varghese , Jangam Deenaraj Joshi , Brian Matthew White , Rachel YuYin Ward , Sivagnanalingam Sivaganesh , Sankar Shanmugam
摘要： Systems and methods relating to obtaining group criteria for mobile devices to be associated with a user-specified group; determining that a first mobile device satisfies the group criteria; obtaining a release time for the group in connection with a first software update; determining that availability of the first software update should not be indicated prior to the release time to the first mobile device based on the determination that the first mobile device satisfies the group criteria; and indicating, at a first time, to the first mobile device that the first software update is available based on the first time occurring during or after the release time.
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4.发明申请COMBINED APPLICATION PROGRAMMING INTERFACE AND DEVICE MANAGEMENT FOR REMOTE DEVICE DIAGNOSTICS AND MANAGEMENT 审中-公开用于远程设备诊断和管理的组合应用编程接口和设备管理公开(公告)号：US20160012451A1
公开(公告)日：2016-01-14
申请号：US14328159
申请日：2014-07-10
发明人： Sankar Shanmugam , Gayathri Chandrasekaran , Joe Varghese , Petri Virkkula , Brian Matthew White
CPC分类号： G06Q30/016 , G06F21/445 , H04L41/18 , H04L41/22
摘要： A customer service system is described that uses a remote device diagnostic system to improve a customer's experience during a customer service call. Mobile device operating system application programming interfaces provide access to resources on a mobile device allowing an external customer service system to access device information. The customer service system utilizes a combination of application programming interfaces and a device management protocol to provide remote device diagnostics during a customer service call. For devices that support device management protocol, the customer service system uses application programming interfaces for retrieval of device parameters and uses device management for device parameter configuration. For devices that do not support device management, the customer service system uses application programming interfaces for device parameter retrievals, but does not provide capabilities for remote device parameter configuration.
摘要翻译： 描述了一种客户服务系统，其使用远程设备诊断系统来改善客户服务呼叫期间的客户体验。 移动设备操作系统应用编程接口提供对移动设备上的资源的访问，允许外部客户服务系统访问设备信息。 客户服务系统利用应用编程接口和设备管理协议的组合来在客户服务呼叫期间提供远程设备诊断。 对于支持设备管理协议的设备，客户服务系统使用应用程序编程接口来检索设备参数，并使用设备管理进行设备参数配置。 对于不支持设备管理的设备，客户服务系统使用应用程序编程接口进行设备参数检索，但不提供远程设备参数配置功能。
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公开(公告)号：US09832314B2
公开(公告)日：2017-11-28
申请号：US14962418
申请日：2015-12-08
发明人： Sankar Shanmugam , Amit Kumar Shukla , Gayathri Chandrasekaran , Zulfiqer Sekender , Sudhin Vellooparambil Latheef , Ying Sun
IPC分类号： H04M3/00 , H04M3/51 , H04L29/08 , H04L29/06 , H04W12/06 , H04M5/00 , G06F3/00 , H04L12/66 , H04M1/725 , H04W4/12
CPC分类号： H04M3/5183 , H04L41/5074 , H04L63/08 , H04L67/02 , H04L67/28 , H04L67/2804 , H04M1/72555 , H04M3/5125 , H04M2203/053 , H04M2203/1033 , H04M2207/18 , H04W4/00 , H04W4/12 , H04W12/06
摘要： A middleware device opens, based on an assistance call from a mobile device, a first leg of a websocket with a system associated with a call center customer representative, and sends a SMS text message to the mobile device that includes a first authentication token. The middleware device receives, while attempting to establish a second leg of the websocket between the first middleware device and the mobile device, a second authentication token from the mobile device, authenticates the mobile device based on the second authentication token, and opens the second leg of the websocket between the middleware device and the mobile device based on whether the authentication is successful. The middleware device receives a captured display screen from the mobile device via the second leg of the websocket, and sends the captured display screen to the system associated with the customer representative via the first leg of the websocket.
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