CALL INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE DEVICE
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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.
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Citations
51 Claims
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1-4. -4. (canceled)
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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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10-25. -25. (canceled)
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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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36-49. -49. (canceled)
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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