CONSUMER ELECTRONIC REGISTRATION, CONTROL AND SUPPORT CONCIERGE DEVICE AND METHOD

• US 20120108230A1
• Filed: 01/06/2012
• Published: 05/03/2012
• Est. Priority Date: 08/19/2005
• Status: Active Grant

• Current Assignee: NexStep, Inc.
• Original Assignee: NexStep, Inc.
• Inventors: Stepanian, Robert
• Granted Patent: US 8,280,009 B2
• Time in Patent Office: Days
• US Class Current: 455/422.1
• CPC Class Codes: G06F 1/1626 with a single-body enclosure integrating a flat display, e.g. Personal Digital Assistants [PDAs]
• CPC Class Codes: G06F 1/1684 Constructional details or arrangements related to integrated I/O peripherals not covered by groups G06F1/1635 - G06F1/1675
• CPC Class Codes: G06F 1/1698 the I/O peripheral being a sending/receiving arrangement to establish a cordless communication link, e.g. radio or infrared link, integrated cellular phone details of antennas disposed inside a computer H01Q1/2266
• CPC Class Codes: G06F 21/10 Protecting distributed programs or content, e.g. vending or licensing of copyrighted material protection in video systems or pay television H04N7/16 ; Digital rights management [DRM]
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints
• CPC Class Codes: G06F 3/0231 Cordless keyboards
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G08C 17/02 using a radio link
• CPC Class Codes: G08C 2201/40 Remote control systems using repeaters, converters, gateways
• CPC Class Codes: H04L 12/2818 from a device located outside both the home and the home network access arrangements H04L12/2856; for remote control or remote monitoring of applications H04L67/025; arrangements for transmitting signals characterised by the use of a wireless eletrical link G08C17/00; telephonic communication systems adapted for combination with remote control systems H04M11/007
• CPC Class Codes: H04L 12/2834 Switching of information between an external network and a home network access arrangements H04L12/2856
• CPC Class Codes: H04L 41/00 Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
• CPC Class Codes: H04L 67/303 Terminal profiles
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 69/24 Negotiation of communication capabilities
• CPC Class Codes: H04M 1/72415 for remote control of appliances
• CPC Class Codes: H04M 1/7246 by connection of exchangeable housing parts
• CPC Class Codes: H04M 2203/1016 Telecontrol
• CPC Class Codes: H04M 2250/12 including a sensor for measuring a physical value, e.g. temperature or motion telephones including GPS signal receivers H04M2250/10
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04N 21/41265 : having a remote control device for bidirectional communication between the remote control device and client device unidirectional remote control device H04N21/42204
• CPC Class Codes: H04N 21/4147 : PVR [Personal Video Recorder] H04N5/76 takes precedence ; arrangements for broadcast with accumulation-type receivers H04H20/40
• CPC Class Codes: H04N 21/422 : Input-only peripherals , i.e. input devices connected to specially adapted client devices, e.g. global positioning system [GPS] input devices also receiving signals from specially adapted client devices H04N21/4104
• CPC Class Codes: H04N 21/42201 : biosensors, e.g. heat sensor for presence detection, EEG sensors or any limb activity sensors worn by the user input arrangements for interaction with the human body based on nervous system activity detection G06F3/015
• CPC Class Codes: H04N 21/4223 : Cameras H04N23/00 takes precedence
• CPC Class Codes: H04N 21/4333 : Processing operations in response to a pause request
• CPC Class Codes: H04N 21/4334 : Recording operations recording of a television signal H04N5/76; arrangements for recording or accumulating broadcast information or broadcast-related information H04H60/27
• CPC Class Codes: H04N 21/4405 : involving video stream decryption
• CPC Class Codes: H04N 21/4623 : Processing of entitlement messages, e.g. ECM [Entitlement Control Message] or EMM [Entitlement Management Message] arrangements for conditional access to broadcast information or to broadcast-related services H04H60/14
• CPC Class Codes: H04N 21/47214 : for content reservation or setting reminders; for requesting event notification, e.g. of sport results or stock market stock exchange data over packet-switching network H04L12/1804; push services over packet-switching network H04L12/1859; notification of incoming messages in packet switching networks H04L51/224
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 4/60 : Subscription-based services using application servers or record carriers, e.g. SIM application toolkits

Abstract

We disclose a concierge device that can be configured to register, control and support a consumer device. It can alternatively or redundantly connect to a home management bridge and/or cloud-based management servers. It can accept menus that allow a single concierge device to provide a wide range of functions for various consumer devices. The concierge device allows the user in a single action to initiate a support session, automatically identifying the consumer device. The concierge device can be configured for voice or video support calls. The concierge device in conjunction with a home management bridge or gateway can manage on boarding of components of an automated home, such as switches and lamps. Implementations of the concierge device that include a display can show supplemental information, such as advertising, optionally in coordination with media being played on a consumer device coupled in communication with the concierge device.

Claims

1. A method of initiating a support session for a consumer device using a concierge device, the method including:

associating the concierge device with a selected consumer device;

responsive to a single action performed by a user, the concierge device communicating with a home gateway, including

causing the home gateway to buffer consumer device identification information for the selected consumer device and determine a support center for a support session; and

causing the home gateway to initiate the support session for the consumer device and to forward automatically the consumer device identification information during the support session, thereby allowing the support session either

to bypass an automated attendant or interactive voice recognition system or

to initiate an automated support protocol.

2. The method of claim 1, wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway.

3. The method of claim 1, wherein the associating further includes selecting the consumer device from a menu of candidate consumer devices known to the home gateway.

4. The method of claim 3, wherein the menu is an audio menu.

5. The method of claim 3, wherein the menu is displayed visually.

6. The method of claim 1, wherein the home gateway is a physical device separate and distinct from the concierge device, to which the concierge device sends messages via an in-home network.

7. The method of claim 1, wherein the home gateway is part of the same physical device as the concierge device.

8. The method of claim 1, wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside the home.

9. The method of claim 1, further including the concierge device receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session.

10. The method of claim 1, further including the home gateway connecting with and receiving status information from the selected consumer device and using the status information in the support session.

11. The method of claim 1, further including the home gateway relaying messages to and from the selected consumer device during the support session.

12. The method of claim 1, further including displaying information received during the automated support protocol on a display of the concierge device.

13. The method of claim 1, further including enabling a user of the concierge device to bypass interactive response systems and begin the support session by talking to a human support agent, based on the forwarded consumer device identification information.

14. The method of claim 1, further including causing the home gateway to determine which of several support centers to initiate contact with to support the particular consumer device.

15. The method of claim 1, further including displaying on a display of the concierge device a targeted or interactive advertisement.

16. A concierge device comprising:

at least one wireless data communication adapter, one or more input sensors, one or more outputs, and memory; and

at least one processor configured to perform operations including;

associating the concierge device with a selected consumer device;

responsive to a single action performed by a user, the concierge device communicating with a home gateway, including

causing the home gateway to buffer consumer device identification information for the selected consumer device; and

causing the home gateway to initiate a support session for the consumer device and to forward automatically the consumer device identification information during the support session, thereby allowing the support session either

to bypass an automated attendant or interactive voice recognition system or

to initiate an automated support protocol.

17. The concierge device of claim 16, wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway.

18. The concierge device of claim 16, wherein the associating further includes selecting the consumer device from a menu of candidate consumer devices known to the home gateway.

19. The concierge device of claim 18, wherein the menu is an audio menu.

20. The concierge device of claim 18, wherein the menu is displayed visually.

21. The concierge device of claim 16, wherein the home gateway is a physical device separate and distinct from the concierge device and having its own processor, to which the concierge device is configured to send messages via an in-home network.

22. A system including the concierge device of claim 16, wherein the home gateway is part of the same physical device as the concierge device.

23. The concierge device of claim 16, wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside the home.

24. The concierge device of claim 16, further comprising the processor configured to perform operations including receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session.

25. A system including the concierge device of claim 16, further comprising the home gateway including a processor configured to perform operations including connecting with and receiving status information from the selected consumer device and using the status information in the support session.

26. A system including the concierge device of claim 16, further comprising the home gateway including a processor configured to perform operations including relaying messages to and from the selected consumer device during the support session.

27. The concierge device of claim 16, further comprising the processor configured to perform operations including displaying information received during the automated support protocol on a display of the concierge device.

28. The concierge device of claim 16, further including enabling a user of the concierge device to bypass interactive response systems and begin the support session by talking to a human support agent, based on the forwarded consumer device identification information.

29. The concierge device of claim 27, further including displaying supplemental information on the concierge device as the user is participating in the support session.

30. The concierge device of claim 29, where the supplemental information displayed includes a targeted or interactive advertisement.