COMBINED APPLICATION PROGRAMMING INTERFACE AND DEVICE MANAGEMENT FOR REMOTE DEVICE DIAGNOSTICS AND MANAGEMENT
First Claim
1. A method, comprising:
- in response to identifying a mobile device to a customer service system, querying a device management client on the identified mobile device to determine if the mobile device supports device management;
based on the response to the query, establishing a connection with a selected one of a first server of the customer service system and a second server of the customer service system, wherein the first server has diagnostic capabilities different from the diagnostic capabilities of the second server; and
in response to the establishment of the connection to the selected server, presenting in a user interface of a customer service representative terminal of the customer service system a portrayal of device information and device parameters of the identified mobile device according to a capability of the respective server to interact with the identified mobile device,wherein the portrayed device information is different depending on whether the selected server is the first server or the second server.
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Accused Products
Abstract
A customer service system is described that uses a remote device diagnostic system to improve a customer'"'"'s experience during a customer service call. Mobile device operating system application programming interfaces provide access to resources on a mobile device allowing an external customer service system to access device information. The customer service system utilizes a combination of application programming interfaces and a device management protocol to provide remote device diagnostics during a customer service call. For devices that support device management protocol, the customer service system uses application programming interfaces for retrieval of device parameters and uses device management for device parameter configuration. For devices that do not support device management, the customer service system uses application programming interfaces for device parameter retrievals, but does not provide capabilities for remote device parameter configuration.
15 Citations
20 Claims
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1. A method, comprising:
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in response to identifying a mobile device to a customer service system, querying a device management client on the identified mobile device to determine if the mobile device supports device management; based on the response to the query, establishing a connection with a selected one of a first server of the customer service system and a second server of the customer service system, wherein the first server has diagnostic capabilities different from the diagnostic capabilities of the second server; and in response to the establishment of the connection to the selected server, presenting in a user interface of a customer service representative terminal of the customer service system a portrayal of device information and device parameters of the identified mobile device according to a capability of the respective server to interact with the identified mobile device, wherein the portrayed device information is different depending on whether the selected server is the first server or the second server. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system, comprising:
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a call service center server configured to receive calls requesting customer service for a mobile device, wherein the mobile device is associated with a customer placing the received call; a customer service terminal coupled to the call service center server including a user interface for a customer service representative; a device management server coupled to the call center server and configured to communicate with the customer service terminal and with the mobile device, wherein the device management server communicates with a diagnostics application executing on the mobile device via an over-the-air connection; a remote device diagnostics server coupled to the call center server and configured to communicate with the customer service terminal; and a processor, coupled to the customer service terminal, wherein the processor is configured as the call service center server to perform a remote device diagnostic functions, including functions to; in response to receiving an identification of a first mobile device, querying a device management client on the identified mobile device to determine if the mobile device supports device management; based on the response to the query indicating that device management is unsupported by the first mobile device, establish a connection with the remote device diagnostics server; obtaining from the remote diagnostics server, mobile device information and mobile device parameters of the mobile device, wherein the remote diagnostics server establishes a connection between the remote device diagnostics server and a diagnostic application on the identified first mobile device, wherein the established connection is an over-the-air connection, and information is exchanged over the established connection between the diagnostic application and the remote device diagnostics server; in response to the establishment of the connection to the remote device diagnostics server, present in a reduced feature user interface of the customer service representative terminal a portrayal of device information and device parameters of the identified first mobile device, wherein the reduced feature user interface presents device parameters unmodifiable via the user interface; in response to identifying a second mobile device to the customer service system, query a device management client on the identified second mobile device to determine if the identified second mobile device supports device management; based on the response to the query indicating that device management is supported by the mobile device, establish a connection between the device management server and a device management client on the identified second mobile device, wherein the established connection is an over-the-air connection, and information is exchanged over the established connection between the device management client and the device management server; and in response to the establishment of the connection to the device management server, present in a full featured user interface of a customer service representative terminal a portrayal of device information and device parameters of the identified second mobile device according to a capability of the identified second mobile device to interact with the remote device diagnostics server, wherein the full featured user interface presents device parameters of the identified second mobile device modifiable via the user interface. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A mobile device, comprising:
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a radio frequency transceiver; a memory storing executable program instructions of a device diagnostics application and a device management client; a processor, wherein the processor is configured to perform functions, including functions to; in response to a pre-defined event related to an operation of the mobile device, activate the device diagnostics application; establish an over-the-air connection with a customer service system via the radio frequency transceiver; send a registration request including one or more of a mobile device number, a mobile equipment identifier, an international mobile station equipment identity, an international mobile subscriber identity, an integrated circuit card identifier, a mobile device make, a mobile device model, a device diagnostic application version, an operating system version value, and a firmware version value to the customer service system; in response to the sent registration request, receive an indication that the mobile device has been successfully registered with the customer service system; and disconnect from the established over-the-air connection with the customer service system. - View Dependent Claims (17, 18, 19, 20)
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Specification