User initiated virtual mobile management

• US 20110053583A1
• Filed: 08/31/2009
• Published: 03/03/2011
• Est. Priority Date: 08/31/2009
• Status: Abandoned Application

• Current Assignee: W2BI, Inc. (Advantest Corporation)
• Original Assignee: W2BI, Inc. (Advantest Corporation)
• Inventors: Parmar, Ramesh, Gonsalves, Deepak, Jagannatha, Deepa
• Application Number:
  US12/550,742
• Publication Number:
  US 20110053583A1
• Time in Patent Office: Days
• US Class Current: 455/419
• CPC Class Codes: H04M 2207/18 wireless networks
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04W 24/02 Arrangements for optimising operational condition
• CPC Class Codes: H04W 76/10 Connection setup
• CPC Class Codes: H04W 88/18 Service support devices; Network management devices

Abstract

Disclosed is a user initiated virtual mobile management process to improve support levels and enhance user experience. With this invention the user will have better control on the VMM as it allows the user to pause streaming when performing sensitive transactions. The user can directly make a connection with the help desk administrator for issue resolution that the user has on the mobile device. User can initiate the request through SMS, IVR, or Data Connection.

Claims

1. A user initiated virtual mobile management process for mobile telephone devices comprising:

a device client with preformatted list of support request messages on a mobile telephone device;

establishing a connection mode between said mobile telephone device and a remotely positioned message router;

queuing of a message received from said mobile telephone device through said massage router;

dispatching a queued message to a help desk administrator;

initiating a VMM session;

determining a telecommand in response to the queued message and pushing said telecommand to said mobile telephone device;

executing said telecommand without user intervention.

2. The user initiated virtual mobile management process according to claim 1 wherein the user can manage a mobile telephone device without a live session.

3. The user initiated virtual mobile management process according to claim 1 wherein the user can pause streaming when performing sensitive transactions.

4. The user initiated virtual mobile management process according to claim 1 wherein said telecommand can be used to obtain mobile telephony device information regarding processor, memory, data settings, e-mail settings and applications installed.

5. The user initiated virtual mobile management process according to claim 1 wherein the connection mode is short message service (SMS), said connection mode allowing an interchange of text messages between mobile telephony devices to initiate a VMM session.

6. The user initiated virtual mobile management process according to claim 1 wherein the connection mode is an interactive voice response (IVR), said connection mode prompting the user to choose from a list of options to initiate a VMM session.

7. The user initiated virtual mobile management process according to claim 1 wherein the connection mode is an internet protocol, said connection mode prompting the user to choose from a list of options to initiate a VMM session.

8. The user initiated virtual mobile management process according to claim 1 wherein said remote control session can perform a reset of e-mail settings, a reset of data settings, a phone reset, a backup of phone data, a backup of contacts, and activate roaming.

9. The user initiated virtual mobile management process according to claim 1 wherein the connection mode is an internet protocol, said connection mode securing said user to a live customer support to initiate a VMM session.

10. The user initiated virtual mobile management process according to claim 1 wherein said help desk administrator routes said queued message to a group of live customer support representatives (CSR) notifying each CSR of a queued message waiting status, said queued message waiting status remove from the queue when a first CSR attends the message.