Help desk connect

• US 20060229054A1
• Filed: 04/07/2005
• Published: 10/12/2006
• Est. Priority Date: 04/07/2005
• Status: Abandoned Application

• Current Assignee: Nokia Corporation
• Original Assignee: Nokia Corporation
• Inventors: Gustafsson, Patrik, Santamaki, Harry, Luiro, Vesa, Erola, Esa
• Application Number:
  US11/101,373
• Publication Number:
  US 20060229054A1
• Time in Patent Office: Days
• US Class Current: 455/403
• CPC Class Codes: H04M 1/24 Arrangements for testing
• CPC Class Codes: H04M 2203/553 Data upload
• CPC Class Codes: H04M 2250/56 including a user help function
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04W 24/00 Supervisory, monitoring or testing arrangements

Abstract

Providing assistance to a user of a mobile device involves sending a signal from the mobile device to a help service computing arrangement via a network to initiate a help session. Device-specific data of the mobile device is sent via the network and targeted for a help database. A session identifier is associated with the device-specific data via the help service computing arrangement. A voice connection between the user and a help agent is established and the session identifier is provided to the help agent. The device-specific data is accessed by the help agent from the help database using the session identifier for purposes of providing the assistance.

Claims

1. A method of providing assistance to a user of a mobile device capable of being coupled to a network, comprising:

sending a signal from the mobile device to a help service computing arrangement via the network to initiate a help session;

sending, via the network, device-specific data of the mobile device targeted for a help database;

associating a session identifier with the device-specific data via the help service computing arrangement;

initiating a voice connection between the user and a help agent;

providing the session identifier to the help agent; and

accessing the device-specific data by the help agent from the help database using the session identifier for purposes of providing the assistance.

2. The method of claim 1, further comprising:

forming a network-accessible document by the help agent for purposes of providing the assistance; and

accessing the document by the mobile device via the network.

3. The method of claim 1, further comprising receiving at the mobile device a network location identifier sent by the help service computing arrangement via the network in response to the signal, and wherein sending the device-specific data to the help database comprises sending the device specific data to the network location identifier.

4. The method of claim 1, further comprising receiving at the mobile device the session reference identifier from the help service computing arrangement via the network in response to the signal.

5. The method of claim 1, further comprising receiving at the mobile device a data descriptor from the help service computing arrangement via the network in response to the signal, the data descriptor describing the device-specific data needed to provide the assistance.

6. The method of claim 1, wherein providing the session identifier to the help agent comprises appending the session identifier to a phone number used to initiate the voice connection.

7. The method of claim 1, wherein associating the session identifier with the device-specific data comprises associating a network address of the mobile device with the device specific data.

8. The method of claim 1, wherein associating the session identifier with the device-specific data comprises associating a Mobile Station Integrated Services Digital Network number (MSISDN) of the mobile device with the device specific data.

9. The method of claim 8, wherein providing the session identifier to the help agent comprises determining the MSISDN in conjunction with the voice connection between the user and the help agent.

10. The method of claim 9, wherein determining the MSISDN comprises determining the MSISDN using a caller line identification service.

11. The method of claim 10, wherein determining the MSISDN comprises appending the MSISDN to a phone number used to initiate the voice connection.

12. The method of claim 1, further comprising receiving at the mobile device a help service phone number from the help service computing arrangement via the network in response to sending the signal from the mobile device to the help service computing arrangement via the network.

13. The method of claim 12, further comprising receiving at the mobile device an update to the help service phone number from the help service computing arrangement via the network in response to sending the device-specific data of the mobile device targeted for the help database.

14. The method of claim 1, further comprising receiving at the mobile device a help service phone number from the help service computing arrangement via the network in response to sending the device-specific data of the mobile device targeted for the help database.

15. The method of claim 14, wherein initiating the voice connection between the user and the help agent further comprises automatically dialing the help service phone number via a processor of the mobile terminal to initiate the voice connection between the user and the help agent.

16. The method of claim 1, further comprising gathering the device-specific data via a Web page capable of being modified by the user.

17. The method of claim 16, wherein sending the device-specific data of the mobile device targeted for the help database comprises sending a duplicate of the Web page targeted for the help database.

18. The method of claim 16, wherein sending the signal from the mobile device to the help service computing arrangement comprises sending data derived from the Web page to the help service computing arrangement.

19. The method of claim 16, wherein sending the signal from the mobile device to the help service computing arrangement comprises sending a source URL of the Web page to the help service computing arrangement.

20. A data-processing arrangement, comprising:

a network interface capable of receiving data via a network;

a voice communications module capable of being coupled to a voice network;

a processor coupled to the network interface and the voice communications module; and

a memory coupled to the processor, the memory having a help application that causes the processor to,

send a signal to a help service computing arrangement via the network to initiate a help session;

send device-specific data of the data-processing arrangement targeted for a help database via the network;

receive a session identifier associated with the device-specific data from the help service computing arrangement;

initiate a voice connection with a help agent via the voice communications module; and

provide the session identifier to the help agent for purposes of retrieving the device-specific data from the help database to provide assistance to a user of the data processing arrangement.

21. The data-processing arrangement of claim 20, further comprising a database module that causes the processor to access the device-specific data;

and

wherein the help application further causes the processor to obtain the device specific data from the database module before sending the device-specific data targeted for the help database.

22. The data-processing arrangement of claim 21, wherein help application further causes the processor to receive a data descriptor from the help service computing arrangement via the network in response to the signal, the data descriptor used by the help application to obtain the device-specific data from the database module.

23. The data-processing arrangement of claim 20, wherein the help application further causes the processor to receive a help service phone number from the help service computing arrangement via the network.

24. The data-processing arrangement of claim 23, further comprising a telephony connection module coupled to the voice communication module and the processor;

and wherein the help application further causes the telephony connection module to dial the help service phone number to initiate the voice connection with the help agent.

25. The data-processing arrangement of claim 24, wherein help application further causes the telephony connection module to dial the help service phone number appended with the session identifier to initiate the voice connection with the help agent.

26. The data-processing arrangement of claim 23, wherein the help application further causes the processor to receive the help service phone number from the help service computing arrangement via the network in response to the signal.

27. The data-processing arrangement of claim 26, wherein the help application further causes the processor to receive an update to the help service phone number from the help service computing arrangement via the network in response to sending the device-specific data of the mobile device targeted for the help database.

28. The data-processing arrangement of claim 23, wherein the help application further causes the processor to receive the help service phone number from the help service computing arrangement via the network in response to sending the device-specific data targeted for the help database.

29. The data-processing arrangement of claim 20, wherein the session identifier comprises a network address of the mobile device.

30. The data-processing arrangement of claim 20, wherein the session identifier comprises a Mobile Station Integrated Services Digital Network number (MSISDN) of the data-processing arrangement.

31. A processor-readable medium having instructions stored thereon which are executable by a data processing arrangement capable of being coupled to a network, the instructions executable by the data processing arrangement for performing steps comprising:

sending a signal to a help service computing arrangement via the network to initiate a help session;

sending device-specific data of the data-processing arrangement targeted for a help database via the network;

receiving a session identifier associated with the device-specific data from the help service computing arrangement;

initiating a voice connection with a help agent; and

providing the session identifier to the help agent purposes of retrieving the device-specific data from the help database to provide assistance to a user of the data processing arrangement.

32. A data-processing arrangement, comprising:

a network interface capable of communicating via a network;

a processor coupled to the network interface; and

a memory coupled to the processor, the memory having a help service module that causes the processor to,

receive a signal from a mobile device to initiate a help session via the network;

send a trigger to the mobile device in response to the signal, the trigger configured to cause the mobile device to send device-specific data of the mobile device to a help database via the network;

associate a session identifier with the device-specific data; and

facilitate access of the device-specific data from the help database using the session identifier for purposes of providing assistance to a help agent conducting a telephonic help session.

33. The data-processing arrangement of claim 32, wherein the help service module further causes the processor to,

receive a document formed by the help agent for purposes of providing the assistance;

and

provide the document to the mobile device via the network.

34. The data-processing arrangement of claim 32, wherein the help service module further causes the processor to send a network location identifier to the mobile device via the network in response to the signal, wherein the network location identifier is used by the mobile device to send the device-specific data of the mobile device to the help database.

35. The data-processing arrangement of claim 32, wherein the help service module further causes the processor to send the session reference identifier to the mobile device via the network in response to the signal.

36. The data-processing arrangement of claim 32, wherein the help service module further causes the processor to send a data descriptor to the mobile device via the network in response to the signal, the data descriptor describing the device-specific data sent by the mobile device to the help database.

37. The data-processing arrangement of claim 32, wherein the session identifier comprises a network address of the mobile device.

38. The data-processing arrangement of claim 32, wherein the session identifier comprises a Mobile Station Integrated Services Digital Network number (MSISDN) of the mobile device.

39. The data-processing arrangement of claim 32, wherein the help service module further causes the processor to send a help service phone number to the mobile device via the network in response to receiving the signal from the mobile device.

40. The data-processing arrangement of claim 39, wherein the help service module further causes the processor to,

access the device-specific data from the help database;

determine an updated help service telephone number of the help agent based on the device-specific data; and

send the updated help service phone number to the mobile device via the network in response to the mobile device sending the device-specific to the help database.

41. The data-processing arrangement of claim 32, wherein the help service module further causes the processor to,

access the device-specific data from the help database;

determine a help service telephone number of the help agent based on the device-specific data; and

send a help service phone number to the mobile device via the network in response to the mobile device sending the device-specific data to the help database.

42. A processor-readable medium having instructions stored thereon which are executable by a data processing arrangement capable of being coupled to a network, the instructions executable by the data processing arrangement for performing steps comprising:

receiving signal from a mobile device to initiate a help session via the network;

sending a trigger to the mobile device in response to the signal, the trigger configured to cause the mobile device to send device-specific data of the mobile device to a help database via the network;

associating a session identifier with the device-specific data; and

facilitating access of the device-specific data from the help database using the session identifier for purposes of providing assistance to a help agent conducting a telephonic help session.

43. A system comprising:

means for sending a signal from a mobile device to a help service computing arrangement to initiate a help session;

means for sending device-specific data of the mobile device to a help database;

means for associating a session identifier with the device-specific data;

means for initiating a voice connection between the user and a help agent;

means for providing the session identifier to the help agent; and

means for accessing the device-specific data by the help agent using the session identifier for purposes of providing the assistance.