Call intercept methods, such as for customer self-support on a mobile device

• US 7,881,703 B2
• Filed: 06/19/2007
• Issued: 02/01/2011
• Est. Priority Date: 02/20/2004
• Status: Expired due to Fees

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: SNAPin Software, Inc. (Microsoft Corporation)
• Inventors: Beinikis, Linda, Roundtree, Brian, Allan, Kevin, Rush, Keldon
• Primary Examiner(s): Ly; Nghi H
• Application Number:
  US11/765,369
• Publication Number:
  US 20070293199A1
• Time in Patent Office: 1,323 Days
• Field of Search: 455/414.1, 455/415, 455/419, 455/435.1, 455/466, 370/328, 370/338
• US Class Current: 455/414.1
• CPC Class Codes: G06F 9/454 Multi-language systems; Localisation; Internationalisation
• CPC Class Codes: G06F 9/45512 Command shells
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/125 involving control of end-device applications over a network
• CPC Class Codes: H04M 1/72406 by software upgrading or downloading
• CPC Class Codes: H04M 1/72427 for supporting games or graphical animations
• CPC Class Codes: H04M 1/72445 for supporting Internet browser applications
• CPC Class Codes: H04M 1/72451 according to schedules, e.g. using calendar applications
• CPC Class Codes: H04M 1/72457 according to geographic location
• CPC Class Codes: H04M 2250/56 including a user help function
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 8/22 Processing or transfer of terminal data, e.g. status or physical capabilities

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.

Claims

1. A method of permitting a mobile phone associated with a subscriber to locally perform an action on the mobile phone, wherein the subscriber'"'"'s mobile phone is coupled wirelessly to a wireless cellular network, wherein the wireless cellular network is coupled to a customer support call center, and wherein the wireless cellular network is also coupled to a server configured to receive calls, the method comprising:

receiving at the server an indication of a voice call from the subscriber'"'"'s mobile phone, wherein the subscriber'"'"'s voice call is associated with a request for information or assistance;

determining at the server whether the subscriber'"'"'s voice call should be intercepted and handled automatically by the mobile phone;

if the subscriber'"'"'s voice call is not to be intercepted, then allowing the subscriber'"'"'s voice call to continue for processing by the customer support call center;

if the subscriber'"'"'s voice call is to be intercepted, then intercepting the subscriber'"'"'s call and redirecting or rerouting the subscriber'"'"'s call back to the mobile phone for local processing at the mobile phone, wherein the redirecting or rerouting of the subscriber'"'"'s call is performed after a voice call connection is indicated to the server via the wireless cellular network;

wherein the server is a customer support call center server that employs a software application to automatically processes requests for information or assistance that are directed to the customer support call center server from mobile phones, or the server is a proxy call center server that automatically responds to voice call requests for information or assistance;

wherein the indication of the voice call from the subscriber'"'"'s mobile phone received at the server includes receiving access information to facilitate routing of messages back to the mobile phone;

wherein the redirecting or rerouting of the subscriber'"'"'s call back to the mobile phone includes sending a message back to the mobile phone;

wherein the message is sent back to the mobile phone via short message service (SMS), unstructured supplementary service data (USSD) or a network signaling technology; and

,

wherein after receiving the sent message, the mobile phone locally performs an action on the mobile phone so that the customer'"'"'s voice call to the customer support call center is converted into the action to be performed locally on the mobile phone.

2. The method of claim 1 wherein the server is an interactive voice response (IVR) server, wherein the subscriber'"'"'s voice call is a customer support request call to speak to a call center agent or customer service representative, wherein the subscriber'"'"'s voice call is intercepted before being answered by a call center agent or customer service representative, and wherein the mobile phone, in response to the sent message, displays a list of potential solutions to problems the subscriber may have.

3. The method of claim 1 wherein the locally performed action on the mobile phone is to execute a script stored on the mobile phone, wherein the script is created under a European Computer Manufacture'"'"'s Association (ECMA) compliant scripting language or JavaScript, and wherein at least part of the script is installed by a manufacturer of the mobile phone, or installed over the wireless cellular network after manufacturing of the mobile phone.

4. The method of claim 1 wherein the locally performed action on the mobile phone is to execute a script stored on the mobile phone,

wherein the script is installed over the air after manufacturing of the mobile phone either when the mobile phone includes an open operating system, or

when the mobile phone includes a proprietary operating system, then a kernel is installed when the mobile phone is manufactured, or later stored onto the mobile phone, and afterwards a full client application is installed on the mobile phone over the air.

5. The method of claim 1 wherein the locally performed action on the mobile phone is to execute a script stored on the mobile phone, and wherein the action is selected from the group of actions consisting of:

providing billing information, permitting bill payment, forwarding calls, setting up an online photo album, and providing a preferred user interface.

6. The method of claim 1 wherein the locally performed action on the mobile phone is to display one or more locally stored help screens or launch a browser to a predetermined webpage via a network connection.

7. The method of claim 1 wherein the voice call is a call to a short code including 133, 411, 611 or 911.

8. An apparatus to permit a mobile device to locally perform an action on the mobile device that would otherwise be performed at a call center, wherein the mobile device is coupled wirelessly to a wireless network, the apparatus comprising:

at least one server computer coupled to the wireless network, wherein the server computer is configured to receive an indication of calls made via the wireless network, and wherein the server computer is programmed to—

receive an indication of a voice call from the mobile device to the call center, wherein the voice call is associated with a request for information or assistance;

determine whether the voice call should be processed automatically by the mobile device;

if the voice call is not to be intercepted, then allow the voice call to continue for processing by the call center;

if the voice call is to be intercepted, then intercept the voice call and redirect or reroute the call back to the mobile device for local processing at the mobile device, wherein the redirecting or rerouting of the voice call is performed after a network connection is established with the mobile device;

wherein the indication of the voice call from the mobile device includes receiving information to facilitate routing of messages back to the mobile device;

wherein the redirecting or rerouting of the voice call back to the mobile device includes sending a message directed to the mobile device; and

,

wherein the mobile device invokes an application at the mobile device to locally process an action that would otherwise be performed by the call center.

9. The apparatus of claim 8 wherein the message is sent to the mobile device via short message service (SMS), unstructured supplementary service data (USSD), internet protocol (IP), or a network signaling technology.

10. The apparatus of claim 8 wherein the server is an interactive voice response (IVR) system.

11. The apparatus of claim 8 wherein the voice call is a customer support request call to speak to a call center agent or customer service representative, and wherein the customer support request call is intercepted before being answered by a call center agent or customer service representative.

12. The apparatus of claim 8 wherein the local action at the mobile device is to display a list of potential solutions.

13. The apparatus of claim 8 wherein the locally performed action on the mobile device is to execute a script stored on the mobile device, and wherein at least part of the script is installed by a manufacturer of the mobile device, or installed after manufacturing of the mobile device over the air.

14. The apparatus of claim 8 wherein the server computer is further programmed to provide via the wireless network for storing locally on the mobile device a script or software executable, or updates to scripts or software executables.