Call intercept methods, such as for customer self-support on a mobile device
First Claim
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1. A method for providing local assistance to a user of a mobile device, the method comprising:
- detecting, via a process running on the mobile device, a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number at the mobile device for placing a voice call to a called party; and
locally performing an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device, wherein the locally performed action is based on data and a script stored locally on the mobile device;
wherein the script operates via a script interface on the mobile device that provides an interface between the script and various hardware-specific and program-specific functions of the mobile device to allow a single script to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, andwherein the locally performed action includes at least one of—
providing customer care to the user on the mobile device by intercepting calls,providing diagnostic tools to allow customer service representatives to remotely execute diagnostics and commands on the mobile device,collecting and summarizing data and metrics with respect to the mobile device, andproviding instructive guides to train the user when the user first attempts to use a user-executable application for the mobile device.
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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
20 Claims
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1. A method for providing local assistance to a user of a mobile device, the method comprising:
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detecting, via a process running on the mobile device, a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number at the mobile device for placing a voice call to a called party; and locally performing an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device, wherein the locally performed action is based on data and a script stored locally on the mobile device; wherein the script operates via a script interface on the mobile device that provides an interface between the script and various hardware-specific and program-specific functions of the mobile device to allow a single script to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, and wherein the locally performed action includes at least one of— providing customer care to the user on the mobile device by intercepting calls, providing diagnostic tools to allow customer service representatives to remotely execute diagnostics and commands on the mobile device, collecting and summarizing data and metrics with respect to the mobile device, and providing instructive guides to train the user when the user first attempts to use a user-executable application for the mobile device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for providing local assistance to a user of a mobile device, the system comprising:
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a detection component within the mobile device, wherein the detection component is programmed to detect a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number for a voice call placed by the mobile device to a called party; and an action component within the mobile device, wherein the action component is programmed to locally perform, via a locally-stored script, an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device; wherein the script operates via a script interface on the mobile device that provides an interface between the script and various hardware-specific and program-specific functions of the mobile device to allow a single script to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, and wherein the locally performed action includes at least one of— providing customer care to the user on the mobile device by intercepting calls, providing diagnostic tools to allow customer service representatives to remotely execute at least diagnostics on the mobile device, collecting and presenting data with respect to the mobile device, and providing guides to train the user when the user first attempts to use a user-executable application for the mobile device. - View Dependent Claims (12, 13, 14, 15)
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16. A computer-readable storage medium whose contents cause a mobile device to perform a method for providing local assistance to a user of the mobile device, the method comprising:
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receiving from an application running on the mobile device an indication of a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number for a voice call placed by the mobile device to a called party; and locally performing an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device, wherein the locally performed action is based on programming stored at the mobile device, wherein the programming operates via an interface on the mobile device that provides an interface between the programming and various hardware and software functions of the mobile device to allow a single program to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, and wherein the locally performed action includes at least one of— providing customer care to the user on the mobile device by intercepting calls, providing diagnostic tools to allow customer service representatives to remotely execute at least commands on the mobile device, collecting or summarizing data with respect to the mobile device, and providing instructive guides to train the user when the user attempts to use a user-executable application for the mobile device. - View Dependent Claims (17, 18, 19, 20)
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Specification