Session recording with event replay in virtual mobile management
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United States of America Patent
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N/A
Issued Date -
Mar 14, 2013
app pub date -
Sep 7, 2012
filing date -
Sep 9, 2011
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
Systems and methods for recording and replaying a troubleshooting event between a customer and CARE agent are provided. The method includes configuring a communication component of the remote mobile management systems to enable recording of a media stream associated with entire troubleshooting session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and replaying the received media stream. As a result, a special mode of Virtual Mobile Management (VMM) tool that allows remote support technicians to record the entire troubleshooting session from the management console is provided by present invention and they can replay the events to help trace the problems encountered by the user on the device.
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