APPARATUS, AND ASSOCIATED METHOD, FOR PROVIDING SUPPORT-CALL DATA PURSUANT TO A WIRELESS DEVICE SUPPORT CALL

• US 20120063355A1
• Filed: 09/14/2010
• Published: 03/15/2012
• Est. Priority Date: 09/14/2010
• Status: Abandoned Application

• Current Assignee: Blackberry Limited
• Original Assignee: Blackberry Limited
• Inventors: Diaz, Roberto
• Application Number:
  US12/881,623
• Publication Number:
  US 20120063355A1
• Time in Patent Office: Days
• US Class Current: 370/254
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

An apparatus, and an associated method, facilitates communication of mobile-station data to a support center so that a support issue related to the mobile station can best be addressed by the support-center personnel. A user of the mobile station initiates a call to the support center, and a voice connection is formed between the mobile station and the support center. A support-call data signal generator generates a data signal containing support-call data. The data signal is sent, in-band on a voice channel defined by the voice connection and delivered to the support center. The data is used at the support center to respond to the support issue or inquiry.

Claims

1. An apparatus for facilitating communication of support-call data by a wireless device pursuant to a support call, said apparatus comprising:

a support-call data signal generator configured to generate a data signal containing the support-call data; and

a data signal sender configured to send the data signal generated by said data signal sender during the support call.

2. The apparatus of claim 1 further comprising an initiator configured to initiate the communication of the support-call data.

3. The apparatus of claim 2 wherein said initiator comprises a user actuator.

4. The apparatus of claim 3 wherein said user actuator comprises an user-interactive menu display.

5. The apparatus of claim 1 wherein said support-call data signal generator is configured to generate audio tones.

6. The apparatus of claim 1 wherein said signal support-call data signal generator is configured to generate inaudible digital-formatted signal values.

7. The apparatus of claim 1 wherein said support-call data signal generator is configured to generate an in-band data signal.

8. The apparatus of claim 1 wherein said data signal sender is configured to send the data signal-in-band with a voice connection formed pursuant to the support call.

9. An apparatus for facilitating wireless-device support pursuant to a support call placed to a support center, said apparatus comprising:

a data signal receiver configured to receive a wireless-device-sent data signal that contains support-call data, the wireless-device-sent data signal sent during the support call; and

a data converter configured to convert the support-call data contained in the wireless-device-sent data signal received by said data signal receiver, into a form usable by the support center during the support call.

10. The apparatus of claim 9 further comprising a data displayer configured to display the support-call data once converted by said data converter.

11. The apparatus of claim 10 further comprising a display populator configured to populate a screen display provided by said data displayer with the support-call data.

12. The method of claim 9 wherein the wireless-device-sent data signal received by said data signal receiver comprises a wireless-device-initiated data signal.

13. The apparatus of claim 9 wherein the wireless-device-sent data signal comprises audio tones.

14. The apparatus of claim 9 wherein the wireless-device-sent data signal comprises digital-formatted signal values.

15. A method for facilitating communication of support-call data by a wireless device pursuant to a support call, said method comprising:

generating a data signal containing the support-call data; and

sending the data signal, generated during said generating the data signal, during the support call.

16. The method of claim 15 wherein the data signal generated during said generating comprises a wireless-device-initiated data signal.

17. The method of claim 15 wherein said sending comprises sending the data signal in-band with a voice connection during the support call.

18. A method for facilitating wireless-device support pursuant to a support call placed to a support center, said method comprising:

receiving a wireless-device-sent data signal that contains support-call data, the wireless-device-sent data signal sent data signal sent during the support call; and

converting the support-call data contained in the wireless-device-sent data signal received during said receiving into a form usable by the support center during the support call.

19. The method of claim 18 further comprising displaying the support-call data at the support center.

20. The method of claim 19 further comprising populating a screen display with the support-call data.