Device and method to enhance call center support for mobile communications devices

• US 20070082664A1
• Filed: 10/07/2005
• Published: 04/12/2007
• Est. Priority Date: 10/07/2005
• Status: Abandoned Application

• Current Assignee: Agere Systems Incorporated (Broadcom, Inc.)
• Original Assignee: Agere Systems Incorporated (Broadcom, Inc.)
• Inventors: Wohlstadter, Gil, Landschaft, Assaf, Wohlstadter, Gal
• Application Number:
  US11/246,845
• Publication Number:
  US 20070082664A1
• Time in Patent Office: Days
• US Class Current: 455/426.100
• CPC Class Codes: G06F 3/1454 involving copying of the display data of a local workstation or window to a remote workstation or window so that an actual copy of the data is displayed simultaneously on two or more displays, e.g. teledisplay
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 7/0039 where the data service is provided by a stream of packets which are rendered in real time by the receiving terminal network streaming of media packets H04L65/60
• CPC Class Codes: H04M 7/009 in systems involving PBX or KTS networks

Abstract

Introduced is a method for providing call center support to a mobile communications device. In one embodiment the method includes (1) establishing voice and data connectivity between a mobile communications device having a visual display and a call center communications device having a visual display; and (2) causing an entirety of an image appearing on the visual display of the mobile communications device to be replicated on the visual display of the call center communications device.

Claims

1. A method for providing call center support to a mobile communications device, comprising:

establishing voice and data connectivity between a mobile communications device having a visual display and a call center communications device having a visual display; and

causing an entirety of an image appearing on the visual display of said mobile communications device to be replicated on the visual display of said call center communications device.

2. The method as recited in claim 1 wherein said image is a video stream.

3. The method as recited in claim 1 wherein said call center controls said mobile communications device.

4. The method as recited in claim 1 wherein changes to an image appearing on the visual display of said mobile communications device are replicated on the visual display on said call center communications device.

5. The method as recited in claim 1 wherein data connectivity is established by said mobile communications device user input.

6. The method as recited in claim 1 wherein said image is a bitmap.

7. The method as recited in claim 1 wherein said voice and data connectivity is established via a third generation wireless communication network in accordance with UMTS standards.

8. The method as recited in claim 1 wherein said mobile communications device is selected from the group consisting of:

a mobile phone;

a PDA;

an MDA;

a pocket PC;

or

a tablet PC.

9. A mobile communications device, comprising:

an input for establishing voice and data connectivity with a call center communications device; and

a connectivity module for replicating the entirety of an image appearing on a visual display on said mobile communications device on a visual display on said call center communications device.

10. The mobile communications device as recited in claim 9 wherein said image is a video stream.

11. The mobile communications device as recited in claim 10 wherein said video stream is controlled by said input.

12. The mobile communications device as recited in claim 9 wherein any change or modification of the image appearing on the display on said mobile communications device is replicated on the display on said call center communications device.

13. The mobile communications device as recited in claim 9 wherein said connectivity module is responsive to user input.

14. The mobile communications device as recited in claim 9 wherein said image is a bitmap.

15. The mobile communications device as recited in claim 9 wherein said mobile communications device is a adapted for operation over a third generation (3G) wireless communication network constructed in accordance with UMTS standards.

16. The mobile communications device as recited in claim 9 wherein said mobile communications device is selected from the group consisting of:

a mobile phone;

a PDA;

an MDA;

a pocket PC;

or

a tablet PC.

17. The mobile communications device as recited in claim 9 wherein said call center communications device controls said mobile communications device.

18. A digital storage medium, comprising;

electronically readable control instructions for controlling a mobile communications device, said control instructions including;

connection instructions for establishing voice and data connectivity between a mobile communication device and a call center communications device; and

transmission instructions for transmitting the entirety of an image appearing on a visual display on said mobile communications device and replicated said image on a visual display on said call center communications device.

19. The digital storage medium as recited in claim 18 wherein said electronically readable control instructions are embodied in implementation software.

20. The digital storage medium as recited in claim 18 wherein said digital storage medium is a microchip.