Call intercept methods, such as for customer self-support on a mobile device
First Claim
Patent Images
1. In a wireless telecommunications network, a method for providing assistance at a mobile phone, the method comprising:
- receiving at the mobile phone a user-input phone number indicating a request for instructions or information from a customer support agent at a call center coupled to the wireless telecommunications network;
before or after placing a call to the wireless telecommunications network based on the phone number, determining that the phone number matches a particular phone number stored in the mobile phone;
launching an application locally stored on the mobile phone, wherein the locally stored application provides a displayable list of local customer support functions upon detecting that the entered phone number matches the particular stored phone number;
receiving a user-input selection of one of the local customer support functions on the displayed list; and
providing at least one displayable screen of information in response to the received user-input selection.
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Accused Products
Abstract
A method for intercepting calls from a remote or mobile device for customer self-support detects when users or subscribers dial one or more predetermined numbers. If the number corresponds to one of the predetermined numbers (such as a customer support number), the phone may intercept the call and display a list of potential solutions to the subscriber'"'"'s problems. Various other features and embodiments art disclosed.
212 Citations
51 Claims
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1. In a wireless telecommunications network, a method for providing assistance at a mobile phone, the method comprising:
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receiving at the mobile phone a user-input phone number indicating a request for instructions or information from a customer support agent at a call center coupled to the wireless telecommunications network;
before or after placing a call to the wireless telecommunications network based on the phone number, determining that the phone number matches a particular phone number stored in the mobile phone;
launching an application locally stored on the mobile phone, wherein the locally stored application provides a displayable list of local customer support functions upon detecting that the entered phone number matches the particular stored phone number;
receiving a user-input selection of one of the local customer support functions on the displayed list; and
providing at least one displayable screen of information in response to the received user-input selection. - View Dependent Claims (2, 3, 4)
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5. A method for providing remote device assistance to a remote device coupled to a network, the method comprising:
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intercepting a request for assistance at the remote device;
locally performing at least one task on the mobile device; and
based upon the request and the at least one task, automatically modifying information in the remote device, or performing locally on the remote device a predetermined series of operations that have been predetermined to likely resolve the request. - View Dependent Claims (6, 7, 8, 9)
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10. A computer-readable medium whose contents cause at least one telecommunication mobile device to perform a method for intercepting a call in order to perform a local action at the mobile device, the method comprising:
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detecting initiation of a phone call at the mobile device;
determining that a number for the phone call matches a particular phone number;
intercepting the phone call and re-routing the phone call to the mobile device; and
performing a local action at the mobile device based upon the re-routed phone call. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. An apparatus for intercepting calls on a mobile device, the apparatus comprising:
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means for detecting an entered phone number and request for a phone call using the entered phone number at the mobile device;
means for determining that the entered phone number matches a particular phone number stored in the mobile device; and
means for launching an application to locally provide customer support functions upon detecting that the entered phone number matches the particular stored phone number. - View Dependent Claims (20, 21, 22, 23, 24, 25)
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26. A portable wireless telecommunication apparatus for exchanging communications with a wireless network, the apparatus comprising:
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a display screen;
at least one input device;
a radio;
memory; and
a processor coupled to the display screen, input device, radio, and memory, wherein the processor is programmed to;
detect use, at a predetermined time, of a portable apparatus application by a user;
collect data automatically from the portable telecommunication apparatus;
receive input from the user; and
automatically launch a training application in response to the input from the user, wherein the training application is stored in the memory. - View Dependent Claims (27, 28, 29, 30, 31, 32, 33, 34)
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35. A method for providing assistance to a user of a mobile device coupled to a network, the method comprising:
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capturing a log of activities on the mobile device, wherein the log of activities define contexts for the mobile device;
generating multiple standardized scriptable functions, wherein the multiple standardized scriptable functions are combined to create at least one context sensitive service function that is performed locally on the mobile device to assist the user of the device based on a current context of the mobile device.
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36. A method for providing assistance to a user of a mobile device coupled to a network, the method comprising:
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receiving from the network, status information from, and user-actions on, the mobile device, wherein a script on the mobile device periodically, or in response to signals received from the network, provides the status information and user-actions; and
displaying the received status information and user-actions to a call center agent computer. - View Dependent Claims (37, 38, 39)
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40. A method for providing local assistance to a user of a mobile device, the method comprising:
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detecting a predetermined status at the mobile device; and
locally performing an action at the mobile device based upon the detected predetermined status, wherein the action is based on data and a script stored locally on the mobile device. - View Dependent Claims (41, 42, 43, 44, 45, 46, 47, 48, 49)
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50. A method for providing remote device assistance to a remote device coupled to a network, the method comprising:
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identifying a need for assistance at the remote device;
wirelessly providing, over a short range wireless connection, a signal from the remote device to a mobile phone, wherein the signal includes information related to the need for assistance; and
at the mobile phone and in response to the signal, displaying a message on the mobile phone regarding the need for assistance associated with the remote device. - View Dependent Claims (51)
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Specification