System to assist a mobile device subscriber to perform self-diagnosis of the mobile device

• US 20120282899A1
• Filed: 05/04/2012
• Published: 11/08/2012
• Est. Priority Date: 04/20/2009
• Status: Active Grant

• Current Assignee: Omnissa, LLC
• Original Assignee: AetherPal, Inc. (Broadcom, Inc.)
• Inventors: Parmar, Ramesh, Gonsalves, Deepak, Jagannatha, Deepa, Ayyalasomayajula, Subramanyam
• Granted Patent: US 8,934,866 B2
• Time in Patent Office: Days
• US Class Current: 455/411
• CPC Class Codes: H04L 67/125 involving control of end-device applications over a network
• CPC Class Codes: H04W 24/02 Arrangements for optimising operational condition
• CPC Class Codes: H04W 4/50 Service provisioning or reconfiguring
• CPC Class Codes: H04W 88/02 Terminal devices

Abstract

The instant invention is a process for a Self-Care system that allows mobile device subscribers to manage their own devices without making a trip or a phone call to the customer care center. Subscribers can view service issues and repair and update settings, check the status of their devices, and manage device security minimizing customer service calls. Dynamic workflow navigates the subscriber to easily find a solution to their problem which will substantially reduce frequent calls to customer care. Dynamic menus avoid the unnecessary information that the subscriber might enter about the device and leads the subscriber towards the path of solving the issue. The system is scalable to include diagnostics tools as part of self-care and customer care, where the subscribers can benefit from these tools to reset their device to a normal state.

Claims

1. A system to assist a subscriber in self-diagnosis of a mobile device who has detected a hardware issue on a mobile device comprising the steps of:

accessing a self-care menu application stored on a mobile device;

selecting a menu option from said menu application;

communicating said menu option with a server, said server providing dynamic information workflow to the mobile device based on features that the mobile device supports;

managing said dynamic information workflow used in troubleshooting the hardware issue using a technical console in preparation of providing the subscriber with a corrective action;

locating script generated from a scripting engine on said server in response to a known corrective action, said scripting engine having a database and an execution engine for collection of scripts;

pushing corrective action script to said mobile device; and

translating said corrective action script into a mobile device specific command.

2. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 1 wherein said wherein said script allows an administrator to write and share scripts to automate device management tasks.

3. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 2 wherein each said script is a collection of cmdlets.

4. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 1 including a control center system providing load balancing across multiple connection handlers on each Communication End Point Gateway Server to minimize single point of failure.

5. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 1 wherein said server includes an Admin Console to interact with the mobile device through a Control Center system providing data management, device management, web services, analytics, security management and administrative services and device connectivity.

6. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 5 wherein said control center system includes a Communication End Point Gateway providing communication endpoints between a Technician Console, an Admin function and a Control Function.

7. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 5 wherein said control center system allows for multiple requests to be serviced within one session from multiple consoles.

8. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 5 wherein said control center system provides a consistent manner of mobile device connection and tool service in a system with heterogeneous devices running different operating systems.

9. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 5 wherein said admin console provides a central administration entity of the entire VMM-RC system wherein system administrators perform administration, management and instrumentation on all servers within the system and create and maintain multiple tenants and assign tenant administrator roles.

10. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 5 wherein said admin console provides a management service which includes determining load distribution among the CEG, mobile device registration, administration of mobile devices, administration of users, zones, policies, roles and session queuing.

11. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 6 wherein said admin console provides coordinating communication between various elements within the System and a provides a database interface to the Registration and Authentication Function in said control center system.

12. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 1 wherein said technician console allows for the steps of beginning pre-enrollment requests;

managing RD Mobile devices;

servicing the infrastructure of the control center; and

performing administrative tasks.

13. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 1 wherein including an application programming Interface to expose synchronous as well as asynchronous function calls.

14. The system to assist a subscriber in self-diagnosis of a mobile device according to claim 13 wherein said application programming interface provides a callback mechanism for asynchronous communication.