BRIEF DESCRIPTION OF THE DRAWINGS
FIG. 1 shows the general architecture of the invention
FIG. 2 diagrams the basic data flow
FIG. 3 and FIG. 3a. shows an example of the display on the appliance
FIG. 4 shows the registration process
FIG. 5 is a flow diagram of a typical support session.
DETAILED DESCRIPTION
Referring to FIG. 1, the architecture 10 of a typical system is shown. Included are the controlled appliance 12 having a video display 14, a controller 16 in the form of a keyboard, a mouse, digital writing system or a remote device and the controlled client software 18 installed in controlled appliance 12. A person skilled in the art will be able to determine the type of software suitable for this application. Coupled to the controlled appliance 12 is any suitable firewall configuration 20. Via the network 22, which may typically be TCP/IP (Transmission Control Protocol/Internet Protocol) or any other suitable network, the controlled appliance 12 is connected to the support service organization 30. Included in the support service organization are a firewall 32, support server 34, remote support computer 36, a video display 42, a controller 40 in the form of a keyboard, a mouse, digital writing system or a remote device and the controlling client software 38 installed in the support computer 36. A person skilled in the art will be able to determine the type of software suitable for this application.
In a typical embodiment the controlled client software 18 captures the data to be displayed on display 14 or another display unit and transmits it via the support server 34 to the controlling client 38 to display at remote support computer 36 video display 42. Since the connections between the support server 34 and the controlled client software 18 and the controlling client software 38 are outbound, the issue of firewall traversal does not arise. An inbound port in the TCP or other network employed needs to be opened to accept incoming connections from the controlled client software 18 and the controlling client software 38. Similarly, user accounts need to be created in the server to allow the controlling client software 38 to communicate with the server 34.
The Internet address and the listening ports of the support server 34 need to be made known to the controlled client software 18 and the controlling client software 38. Controlled client software 18 will subsequently receive the commands from the controlling client software 38 installed in the remote support computer 36. The controlling client software 38 similarly receives the data from the controlled client software 18 and displays it on the display 42 of the remote support computer 36. The controlling client software 38 also takes inputs from the controller 40 and transmits them to controlled client software 38 to control the appliance 12. The flow chart showing the information flow from the controlled client software 18 to the controlling client software 38 via the support server 34 is shown in FIG. 2. The method described herein may be used in controlling television sets, cellular telephones and other appliances with video outputs.
In another embodiment illustrated in FIG. 3 and FIG. 3a the remote support computer also displays the remote controller used to control the appliance 12. This further enables remote operation of the appliance 12. Clicking on the right key of the remote controller would cause the display as shown in FIG. 3a and enable the controlling client software 38 to detect that action, generate the appropriate command and send it to the controlled client software 18 which in turn applies this command to the controlled appliance 12.
Once the controlled client software 18 is installed in appliance 12 the registration process may begin in order for appliance 12 to acquire the support server 34 Internet address and become an authorized appliance 12 at the support server 34. In the embodiment shown in FIG. 4, the appliance 12 submits a registration request tailored to suit individual application, but it typically includes a serial number, a user determined activation code and other information as desired. As the first step, the support server may be required to authenticate a controlled client software 18 before proceeding with the support operation. Upon successful authentication, the registration server 60 informs the support server 34 of the new account with the account identification information and appliance 12 serial number and also supplies to the appliance 12 the account identification information. The registration information is then saved at the appliance 12 and subsequent connections with the support server 34 may now be made. In order to connect to the support server 34 the appliance 12 sends the identification information to the support server 34. Upon verification the appliance 12 connects to the support server 34 in one of the two ways:
- 1. Persistent connection. In this embodiment the appliance 12 is connected to support server 34 so that the support can be obtained without an attendant being present at appliance 12. This may be useful in cases where specific activity needs to be affected on a regular schedule.
- 2. On-demand connection. In this embodiment the appliance 12 is connected to the support server 34 only upon making a specific request.
Once the connection has been made a support session may begin. Typical sequence is shown in FIG. 5. After the support session has been provided the support agent may close the support session. For greater security, the appliance 12 user may elect to close the support session.
Patent Application
20080040468
