User Initiated Virtual Mobile Management System
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Solution Overview
Problem
Wireless handheld devices require advanced remote management solutions for troubleshooting, but existing technologies raise privacy concerns and lack user control, especially during sensitive transactions.
Innovation Solution
A user-initiated virtual device management system that establishes a dedicated communication channel for authorized users to remotely manage wireless handheld devices, allowing users to initiate sessions via SMS, IVR, or IP, and perform tasks like resetting settings or backing up data without manual intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If VMM allows support personnel to take control of user's Mobile Device remotely, then troubleshooting efficiency is improved, but user privacy control deteriorates
Solution Approach 1:
The system dynamically transitions between different access modes (observe-only mode and control mode) based on user authorization. The user can switch between these modes during a support session, allowing the system to adapt to changing privacy needs while maintaining troubleshooting effectiveness.
Solution Approach 2:
The system introduces an intermediary authorization layer between the support personnel and the device control. This intermediary mechanism (user authorization/consent system) mediates the access request, allowing control only when explicitly permitted by the user, thus resolving the contradiction between efficient troubleshooting and privacy protection.
2Loss of time
If VMM enables remote control of Mobile Device, then customer support duration is reduced, but user security control worsens
Solution Approach 1:
The security control dynamically adjusts based on user authorization state. The system allows rapid troubleshooting through remote control when authorized, but immediately restricts access when authorization is withdrawn, thus reducing support duration while maintaining security control flexibility.
Solution Approach 2:
The user maintains self-service control over their device security by being able to authorize or revoke access at any time during a support session. This self-service mechanism allows the user to control their own security while still benefiting from efficient remote troubleshooting when needed.
3Reliability
If VMM provides comprehensive remote access capabilities, then troubleshooting effectiveness is improved, but system complexity increases
Solution Approach 1:
The system segments remote access capabilities into distinct functional modes (observation mode and control mode). This segmentation allows the system to provide comprehensive troubleshooting capabilities while managing complexity by clearly separating and independently managing different access levels and their associated permissions.
Data Source
AI summary
A virtual device management system for wireless handheld devices such as tablets, smart phones, M2M, etc., based upon user initiated session, upon which a dedicated communication channel is established with the wireless device. The system includes processes and protocols employed in user initiation methods such as SMS, or data channel, queuing user sessions, routing user requests and establishment of dedicated communication channels for effective troubleshooting by authorized users and to compare device parameters against pre-defined set to generate a standards deviation report. A device client is resident on the mobile device non-volatile memory and is operable by the end user to invoke the application and initiate a request.