CALL INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE DEVICE

• US 20070293200A1
• Filed: 06/19/2007
• Published: 12/20/2007
• Est. Priority Date: 02/20/2004
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Brian Roundtree, Keldon Rush, Kevin Allan, Linda Beinikis
• Inventors: Beinikis, Linda, Roundtree, Brian, Allan, Kevin, Rush, Keldon
• Granted Patent: US 7,676,221 B2
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: G06F 9/454 Multi-language systems; Localisation; Internationalisation
• CPC Class Codes: G06F 9/45512 Command shells
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/125 involving control of end-device applications over a network
• CPC Class Codes: H04M 1/72406 by software upgrading or downloading
• CPC Class Codes: H04M 1/72427 for supporting games or graphical animations
• CPC Class Codes: H04M 1/72445 for supporting Internet browser applications
• CPC Class Codes: H04M 1/72451 according to schedules, e.g. using calendar applications
• CPC Class Codes: H04M 1/72457 according to geographic location
• CPC Class Codes: H04M 2250/56 including a user help function
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• 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 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 8/22 Processing or transfer of terminal data, e.g. status or physical capabilities

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.

Claims

1-39. -39. (canceled)

40. A method for providing local assistance to a user of a mobile device, the method comprising:

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.

41. The method of claim 40 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the action is to display a series of locally stored help screens to answer several common customer support questions, and wherein if the user proceeds through at least one of the help screens, the mobile device may then receive a number to access a priority call center queue.

42. The method of claim 40 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the action is to display an estimated wait time, and to display a display a list of currently most common customer support questions with links to specific web pages for answering each question.

43. The method of claim 40 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the mobile device permits the user to send a message to customer support requesting a call back, and wherein the message includes information related to a problem the user is having.

44. The method of claim 40 wherein the predetermined status is detecting whether a call to customer support, to a public service answering point, or to information is being made, and wherein the action is to provide locally generated audio feedback to the user to mimic a call being made and/or being connected.

45. The method of claim 40 wherein the predetermined status is detecting whether a call to customer support is being made while the mobile device is roaming in a foreign network, and wherein the action is to automatically place a different call to a customer support center associated with the user'"'"'s wireless service provider.

46. The method of claim 40 wherein the predetermined status is detecting whether a call to a call center, and wherein the action is to provide locally stored and executed interactive voice response to the user.

47. The method of claim 40 wherein the predetermined status is detecting whether a call to voice mail service or other service is being made, and without intercepting any call, displaying helpful information to the user regarding the service.

48. The method of claim 40 wherein the action is to provide local assistance to the user via the mobile device, wherein the data associated with the local assistance is provided via a subscriber identify module (SIM) in the mobile device, via wireless application protocol (WAP), or both.

49. The method of claim 40 wherein the action is to provide local assistance to the user via the mobile device regarding whether the user is eligible for a promotion offered by the user'"'"'s wireless service provider.

50. (canceled)

51. (canceled)