LOCAL INTERCEPT METHODS, SUCH AS APPLICATIONS FOR PROVIDING CUSTOMER ASSISTANCE FOR TRAINING, INFORMATION CALLS AND DIAGNOSTICS

• US 20100056114A1
• Filed: 06/23/2006
• Published: 03/04/2010
• Est. Priority Date: 06/24/2005
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Trinneer, Tom, Roundtree, Brian, Allan, Kevin
• Granted Patent: US 8,301,123 B2
• Time in Patent Office: Days
• US Class Current: 455/414.100
• CPC Class Codes: G09B 7/02 of the type wherein the student is expected to construct an answer to the question which is presented or wherein the machine gives an answer to the question presented by a student
• CPC Class Codes: H04M 3/42017 Customized ring-back tones
• CPC Class Codes: H04M 3/42136 Administration or customisation of services
• CPC Class Codes: H04W 8/245 from a network towards a terminal

Abstract

A method of displaying a tutorial to a user of a mobile device is disclosed. In some examples, the mobile device receives an input associated with one or more user functions of the mobile device and launches a locally based application in response to the received input. The locally based application may output instructions to the user explaining to the user how to implement the one or more user functions.

Claims

1. A method of displaying a tutorial to a user of a mobile device, the method comprising:

receiving, at the mobile device, a user-initiated input associated with one or more user-initiatable functions of the mobile device; and

automatically launching, at the mobile device, a locally based application in response to the received input, wherein the locally based application outputs two or more instructions to the user explaining to the user how to implement the one or more user-initiatable functions of the mobile device.

2. The method of claim 1, wherein the locally based application is configured to:

create a copy of information displayed on the mobile device, wherein the displayed information is related to the associated one or more functions;

display the created copy of displayed information; and

display the two or more instructions along with the displayed copy of information.

3. The method of claim 2, wherein the locally based application displays the two or more instructions at least partially over the displayed copy of information.

4. The method of claim 1, wherein the instructions are visual and displayed to the user via a display screen on the mobile device.

5. The method of claim 1, wherein the instructions are auditory.

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

automatically detecting, at the mobile device, a predetermined event;

automatically selecting, at the mobile device, one or more scripts from a database of scripts stored locally on the mobile device, wherein the one or more scripts are selected based upon the detected predetermined event; and

locally performing, at the mobile device, an action based at least in part on the selected scripts.

7. The method of claim 6, wherein the predetermined event is an indication that the user Is using a function of the mobile device for the first time.

8. The method of claim 6, wherein the predetermined event is receipt of a user-input phone number indicating a call to be completed to the phone number.

9. The method of claim 6, wherein the predetermined event is receipt of a user-initiated request for a user voicemail account.

10. The method of claim 6, wherein the detecting a predetermined event further comprises:

automatically detecting a predetermined event at a device connected to the mobile device via a wireless link.

11. The method of claim 6, wherein the performed action is a displayed tutorial shown to the user.

12. In a wireless telecommunications network, a method for providing assistance at a mobile device, the method comprising:

receiving, at the mobile device, a user-input phone number associated with a request for information services provided by an operator at a call center, wherein the phone number indicates a user desired call to be connected to the call center;

automatically determining, at the mobile device, that the phone number matches a particular phone number stored in the mobile phone;

automatically launching, at the mobile device, an application locally stored on the mobile phone, wherein the locally stored application provides one or more displayable lists of functions upon detecting that the entered phone number matches the particular stored phone number; and

displaying the one or more lists of functions before the call is connected.

13. The method of claim 12, further comprising:

displaying a first list of functions before the call is completed and a second list of functions after the call is connected.

14. A mobile device, comprising:

a storage component, the storage component containing one or more scripts locally on the mobile device, wherein the one or more scripts assist in diagnosing customer premises equipment related to a customer associated with the mobile device;

a launching component, the launching component configured to invoke one or more of the scripts; and

a communication component, the communication component adapted to set up a communication link with the customer premises equipment based on instructions received from the one or more invoked scripts;

wherein the communication link enables a user to remotely contact the customer premises equipment via the mobile device.

15. The mobile device of claim 14, wherein the one or more scripts further comprise a script that initiates a diagnosis of the customer premises equipment based on a loss of connection between the customer premises equipment and an associated network.

16. The mobile device of claim 14, further comprising:

an event determination component, the event determination component adapted to receive an indication of a predetermined event that invokes the one or more scripts.

17. The mobile device of claim 14, wherein the storage component or the launching component is contained within a subscriber identity module in the mobile device.

18. A method of verifying a state of a mobile device, comprising:

selecting a target region in a display field on the mobile device;

determining a hash value for the selected target region;

comparing the determined hash value with an expected hash value for the selected target region, wherein the expected hash value corresponds to an expected state of the mobile device; and

performing an action when the determined hash value does not equal the expected hash value.

19. The method of claim 18, wherein the performed action is closing a tutorial application viewable to a user of the mobile device.