Patent ID: 9594597
Date: 2017-03-14
CPC Classifications: G06F,G06Q,H04L,H04M

Claim:
1. A method for providing different levels of access via the same connection to a remote device, the method comprising: establishing, by a remote connectivity tool executing on a server, a connection between the remote connectivity tool and a remote device comprising a transport layer connection via a network, the connection providing a first level of access to a view of a desktop of the remote device remote from the server, the remote connectivity tool configured to broker access to the same connection established between the remote connectivity tool and the remote device to transfer access of the same connection among a plurality of different remote support technicians; determining, by the server, a second level of access for a first remote support technician of the plurality of remote support technicians to provide support via the same connection established between the remote connectivity tool and the remote device, the second level of access selected between at least two different levels of access corresponding to different subsets of executable actions to be performed on the remote device and available to the plurality of different remote support technicians, the second level of access limited to a subset of executable actions permitted under the first level of access and only via a user interface separate from the view of the desktop; displaying, by the server responsive to the determination and on a first device of the first remote support technician, the user interface comprising an enumerated list of one or more executable actions corresponding to the second level of access that the first remote support technician has permission to perform on the remote device via the same connection; receiving, by the server via the user interface, a request from the first remote support technician to perform an executable action of the one or more executable actions on the remote device; providing, by the server responsive to receiving the request from the first remote support technician, access to the same connection established and brokered by the remote connectivity tool for use by the first remote support technician; and transmitting, by the server responsive to the request received from the first remote support technician, an executable via the same connection established between the remote connectivity tool and the remote device to perform the executable action on the remote device corresponding to the second level of access that the first remote support technician has permission to perform on the remote device via the same connection.