Pseudo-remote terminal IOTA mobile diagnostics and electronic customer care

摘要

A system is provided that includes a portable electronic device and a customer care system. The customer care system is configured to remotely communicate with the portable electronic device. The customer care system is operable to receive an indication of content displayed on a display of the portable electronic device. The customer care system is operable to communicate a signal to the portable electronic device that the portable electronic device interprets as input to keys on the portable electronic device by a user of the portable electronic device.

主权项

1. A system comprising: a processor; a customer care system configured to: remotely communicate with a portable electronic device using Open Mobile Alliance Device Management (OMA-DM) protocol, receive an indication of content displayed on a display of the portable electronic device through the OMA-DM protocol, communicate an input signal to the portable electronic device through the OMA-DM protocol such that the portable electronic device interprets the input signal as one or more user interface inputs, determine whether to allow a user input to the portable electronic device to be performed by the portable electronic device in response to identifying the user input while the customer care system is remotely communicating with the portable electronic device, and allow the user input to be performed by the portable electronic device while the customer care system is remotely communicating with the portable electronic device and the portable electronic device is operating in a diagnostic mode in response to a determination to allow the user input, and identify, in response to sending a command to the portable electronic device for the portable electronic device to perform, a user interface presently displayed on the portable electronic device from a menu tree and views of the portable electronic device corresponding to elements in the menu tree, the menu tree and the corresponding views stored in a database for the customer care system, wherein the user interface presently displayed on the portable electronic device is identified based on a mapping between the menu tree and a corresponding view of the portable electronic device for having performed the command.