Patent ID: 8589489
Filing Date: 2013-11-19
Classification: H04L

Abstract:
1. A method comprising: communicating, by a network appliance that is a standalone hardware device or devices that include a processor, with a representative system configured to execute a representative application which is downloaded from the network appliance; communicating, by the network appliance, with a customer system configured to execute a customer application for enabling a remote support service provided by the representative system, wherein a remote support session is established by using the downloaded representative application; and permitting, via the network appliance, control and access to the customer system by the representative system or to the representative system by the customer system for providing the remote support service, wherein the network appliance is configured to host multiple support sessions at the same time, if a representative of the representative system decides at any point during the sessions that another logged-in representative could better handle one of the sessions, then the representative can share the session with the other representative who is selected from a dropdown list; wherein the network appliance is configured to centrally manage, log, and route all screen updates and activities, via the customer application of the customer system to the representative system, and the network appliance being managed by the customer system or the representative system, wherein the customer application is downloaded from the network appliance, and the customer application is capable of uninstalling itself when a session is complete, such as it is automatically self-removed from the customer system after each support session.