Granted Patent B2

US 9,882,989 · App. 11/625,738 · Granted Jan 30, 2018

Abstract

Claims (58)

1. A method for providing remote assistance for controlling a site, comprising:

receiving, at a site controller located in a same building as a control device, an infrared command indicating a remote assistance request from the control device, wherein the control device comprises a handheld remote control, wherein the site controller does not require a keyboard or a mouse for standard operation, and wherein the site controller is in electronic communication with a television;

sending, from the site controller, the remote assistance request received from the control device to a remote server;

receiving, at the site controller, a connection request from the remote server to connect with the control device;

establishing, through the site controller, communication between the remote server and the control device, wherein the control device receives assistance from the remote server through the site controller based on the communication;

using a user interface at the site comprising a video frame and an image frame displayed on the television, wherein the video frame displays a video image of an operator at a same time that the image frame displays a still image comprising a depiction of the handheld remote control, wherein the image frame displays the depiction of the handheld remote control with a highlighted button while the video frame displays the operator instructing a user to press the highlighted button;

receiving, at the site controller, an unprocessed command from the control device to control a site device; and

determining whether the unprocessed command is correct, wherein the unprocessed command is correct when the unprocessed command is the same as a command sent from the remote server;

processing the unprocessed command when the unprocessed command is correct; and

using the user interface at the site to instruct a user to press the highlighted button when the unprocessed command is incorrect.

2. The method of claim 1 , further comprising determining capabilities of the site.

3. The method of claim 1 , further comprising sending information in response to the remote assistance request.

4. The method of claim 3 , wherein the information comprises video.

5. The method of claim 3 , wherein the information comprises audio.

6. The method of claim 3 , wherein the information comprises textual information.

7. The method of claim 1 , further comprising determining whether the remote server should remotely control the site.

8. The method of claim 1 , further comprising remotely controlling the site.

9. The method of claim 8 , further comprising relinquishing remote control of the site.

10. The method of claim 1 , further comprising reading configuration data from the site.

11. The method of claim 1 , further comprising reading configuration data about the site from a database.

12. The method of claim 11 , wherein the configuration data comprises device information relating to a plurality of devices.

13. The method of claim 1 , further comprising sending prior support history information from the control device to the remote server.

14. The method of claim 1 , further comprising:

receiving, at the site controller, command instructions from the remote server; and

receiving, at the site controller, the unprocessed command for controlling the site device based on the command instructions.

15. The method of claim 1 , further comprising receiving a second remote assistance request from a second control device via a ZigBee connection.

16. A system that is configured for providing remote assistance for controlling a site, the system comprising:

a control device comprising a handheld remote control, wherein the control device is in electronic communication with a site controller, wherein the site controller does not require a keyboard or a mouse for standard operation, and wherein the site controller is in electronic communication with a television;

the site controller located in a same building as the control device, comprising:

a processor;

memory in electronic communication with the processor;

instructions stored in the memory, the instructions being executable to:

receive an infrared command indicating a remote assistance request from the control device;

send the remote assistance request received from the control device to a remote server;

receive a connection request from the remote server to connect with the control device;

establish, through the site controller, communication between the remote server and the control device, wherein the control device receives assistance from the remote server through the site controller based on the communication;

use a user interface displayed on the television at the site comprising a video frame and an image frame, wherein the video frame displays a video image of an operator at a same time that the image frame displays a still image comprising a depiction of the handheld remote control, wherein the image frame displays the depiction of the handheld remote control with a highlighted button while the video frame displays the operator instructing a user to press the highlighted button;

receive, at the site controller, an unprocessed command from the control device to control a site device; and

determine whether the unprocessed command is correct, wherein the unprocessed command is correct when the unprocessed command is the same as a command sent from the remote server;

process the unprocessed command when the unprocessed command is correct; and

use the user interface at the site to instruct a user to press the highlighted button when the unprocessed command is incorrect.

17. The system of claim 16 , wherein the instructions are further executable to determine capabilities of the site.

18. The system of claim 16 , further comprising a communication device in electronic communication with the site controller and wherein the instructions are further executable to establish communication between the communication device and the remote server.

19. The system of claim 16 , wherein the instructions are further executable to determine whether the remote server should remotely control the site.

20. The system of claim 16 , wherein the instructions are further executable to relay commands from the remote server to the site.

21. The system of claim 20 , wherein the commands are relayed to an electronic device to cause a change on the electronic device.

22. The system of claim 16 , wherein the site controller comprises an embedded system that includes built-in audio ports, built-in video ports, and built-in infrared in and out ports and wherein the site controller does not require an external exclusive computer monitor for standard operation.

23. The system of claim 16 , wherein the control device controls the site device, and wherein the site device is a remote controller.

24. A non-transitory computer-readable medium comprising executable instructions for implementing a method for providing remote assistance for controlling a site that includes a site controller and a control device, wherein the control device is in electronic communication with the site controller, wherein the site controller is in electronic communication with a remote server, and wherein the instructions are executable to:

receive, at the site controller located in a same building as the control device, an infrared command indicating a remote assistance request from the control device, wherein the control device comprises a handheld remote control;

send the remote assistance request received from the control device to the remote server;

receive a connection request from the remote server to connect with the control device;

establish, through the site controller, communication between the remote server and the control device, wherein the control device receives assistance from the remote server through the site controller based on the communication, wherein the site controller does not require a keyboard or a mouse for standard operation, and wherein the site controller is in electronic communication with a television;

use a user interface at the site comprising a video frame and an image frame displayed on the television, wherein the video frame displays a video image of an operator at a same time that the image frame displays a still image comprising a depiction of the handheld remote control, wherein the image frame displays the depiction of the handheld remote control with a highlighted button while the video frame displays the operator instructing a user to press the highlighted button;

receive, at the site controller, an unprocessed command from the control device to control a site device; and

determine whether the unprocessed command is correct, wherein the unprocessed command is correct when the unprocessed command is the same as a command sent from the remote server;

process the unprocessed command when the unprocessed command is correct; and

use the user interface at the site to instruct a user to press the highlighted button when the unprocessed command is incorrect.

Assignments (7)