Call intercept methods, such as for customer self-support on a mobile device
First Claim
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1. In a wireless telecommunications network, a method for providing assistance at a mobile phone, the method comprising:
- receiving at the mobile phone a user-input phone number indicating a request for instructions or information from a customer support agent at a call center coupled to the wireless telecommunications network;
before or after placing a call to the wireless telecommunications network based on the phone number, determining that the phone number matches a particular phone number stored in the mobile phone;
launching an application locally stored on the mobile phone, wherein the locally stored application provides a displayable list of local customer support functions upon detecting that the entered phone number matches the particular stored phone number;
receiving a user-input selection of one of the local customer support functions on the displayed list; and
providing at least one displayable screen of information in response to the received user-input selection.
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Abstract
A method for intercepting calls from a remote or mobile device for customer self-support detects when users or subscribers dial one or more predetermined numbers. If the number corresponds to one of the predetermined numbers (such as a customer support number), the phone may intercept the call and display a list of potential solutions to the subscriber'"'"'s problems. Various other features and embodiments art disclosed.
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Citations
27 Claims
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1. In a wireless telecommunications network, a method for providing assistance at a mobile phone, the method comprising:
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receiving at the mobile phone a user-input phone number indicating a request for instructions or information from a customer support agent at a call center coupled to the wireless telecommunications network; before or after placing a call to the wireless telecommunications network based on the phone number, determining that the phone number matches a particular phone number stored in the mobile phone; launching an application locally stored on the mobile phone, wherein the locally stored application provides a displayable list of local customer support functions upon detecting that the entered phone number matches the particular stored phone number; receiving a user-input selection of one of the local customer support functions on the displayed list; and providing at least one displayable screen of information in response to the received user-input selection. - View Dependent Claims (2, 3, 4, 5)
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6. A computer-readable medium whose contents cause at least one telecommunication mobile device to perform a method for intercepting a call in order to perform a local action at the mobile device, the method comprising:
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at the mobile device, detecting initiation of a phone call placed to a destination number; at the mobile device, determining that the destination number for the phone call matches a particular number stored within the mobile device, and wherein the determining includes determining that the particular number matches a phone number for a support call-center; at the mobile device, intercepting the phone call within the mobile device and re-routing control of the phone call to the mobile device before the phone call is completed; and at the mobile device, performing a local action at the mobile device based upon the re-routed phone call. - View Dependent Claims (7, 8, 9, 10, 11, 12, 13)
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14. An apparatus for intercepting calls in order to perform a local action on a mobile device, the apparatus comprising:
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means for detecting initiation of a phone call placed to a destination number; means for determining that the destination number for the phone call matches a particular number stored within the mobile device, and wherein the determining includes determining that the particular number matches a phone number for a support call-center; means for intercepting the phone call within the mobile device and re-routing control of the phone call to the mobile device before the phone call is completed; and means for performing a local action at the mobile device based upon the re-routed phone call. - View Dependent Claims (15, 16, 17)
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18. A method for intercepting calls on a mobile device, the method comprising:
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detecting an entered phone number and request for a phone call using the entered phone number at the mobile device; determining that the entered phone number matches a particular phone number stored in the mobile device; and
wherein the determining includes determining that the particular number matches a phone number for a support call-center; andlaunching an application to locally provide customer support functions upon detecting that the entered phone number matches the particular stored phone number; wherein the detecting, the determining, and the launching are performed within the mobile device. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27)
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Specification