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

• US 8,036,645 B2
• Filed: 03/09/2010
• Issued: 10/11/2011
• Est. Priority Date: 02/20/2004
• Status: Expired due to Fees

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Beinikis, Linda, Roundtree, Brian, Allan, Kevin, Rush, Keldon
• Primary Examiner(s): LY, NGHI H
• Application Number:
  US12/720,624
• Publication Number:
  US 20100159902A1
• Time in Patent Office: 581 Days
• Field of Search: 455/414.1, 455/412.1, 455/425, 270/328, 270/338
• 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. In a wireless telecommunications network, a method for providing assistance to a user of the mobile device, wherein the mobile device is associated with a home network for the user, and wherein the home network forms at least a part of the wireless telecommunications network, the method comprising:

detecting a predetermined network event locally at the mobile device,

wherein the network event indicates to the mobile device that the mobile device is roaming outside of the home network or is roaming into another network;

based at least in part on the locally detected network event, automatically executing an action at the mobile device,

wherein the action is in addition to, or excludes, display to the user of an indication that the mobile device is roaming outside of the home network, and,

wherein the mobile device automatically takes the action, locally at the mobile device, to provide a context-sensitive service to the user of the mobile device,

wherein the context-sensitive service is a wireless service related to the roaming of the mobile device outside of the home network or the roaming into another network, and

wherein the action includes providing, via the mobile device, either;

a displayable or audible notice to the user of the mobile device, or

an automatic change to local settings or to functions of the mobile device.

2. The method of claim 1 wherein automatically executing an action causes a script locally stored on the mobile device to alert the user that the mobile device has roamed outside of the home network and provides notice to the user indicating that certain wireless services are still available, that certain wireless services are no longer available, or both.

3. The method of claim 1 wherein automatically executing an action comprises detecting whether a call to customer support is being made while the mobile device is roaming, and wherein the action is to automatically place a different call to a customer support center associated with a wireless service provider for the user, wherein the automatically placing of a different call is automatically and locally performed at the mobile device.

4. The method of claim 1 wherein automatically executing an action comprises establishing a correct access point name (APN) from a preferred roaming partner associated with a service provider for the user.

5. The method of claim 1 wherein automatically executing an action comprises automatically providing a display to the user offering to change a local clock time on the mobile device.

6. The method of claim 1 wherein automatically executing an action comprises offering to the user to automatically add country codes to phone numbers in an address book or in a speed dial list for the mobile device.

7. The method of claim 1, further comprising automatically detecting network availability and status, and automatically detecting device settings and configuration.

8. The method of claim 1 wherein automatically executing an action comprises downloading a message and displaying information to the user based upon the message, wherein the message includes a hypertext link to a web page associated with local customer support functions.

9. The method of claim 1 wherein automatically executing an action comprises launching an application locally stored on the mobile device, and providing at least one displayable screen of information in response to a received user-input selection.

10. A non-transitory computer-readable medium storing instructions, which when executed by one or more computers, perform a method of providing assistance to a user of a wireless telecommunications device, wherein the wireless telecommunications device is associated with a home network for the user, and wherein the home network forms at least a part of a wireless telecommunications network, the method comprising:

detecting locally at the wireless telecommunications device a predetermined network event,

wherein the network event indicates roaming of the wireless telecommunications device outside of the home network or roaming of the wireless telecommunications device into another network;

based at least in part on the locally detected network event, automatically executing an action at the wireless telecommunications device,

wherein the action is in addition to, or excludes, display to the user of an indication that the wireless telecommunications device is roaming outside of the home network, and,

wherein the action is automatically taken locally at the wireless telecommunications device to provide a context-sensitive service to the user of the wireless telecommunications device, and

wherein the context-sensitive service is a wireless service related to the roaming of the mobile device outside of the home network or roaming into another network, and

wherein the action includes either;

a displayable or audible notice to the user of the wireless telecommunications device, or

an automatic change to local settings or to functions of the wireless telecommunications device.

11. The computer-readable medium of claim 10 wherein automatically executing an action causes a script locally stored on the wireless telecommunications device to alert the user that the wireless telecommunications device has roamed outside of the home network and provides notice to the user indicating that certain services are still available, that certain services are no longer available, or both.

12. The computer-readable medium of claim 10 wherein automatically executing an action comprises detecting whether a call to customer support is being made while the wireless telecommunications device is roaming, and wherein the action is to automatically place a different call to a customer support center associated with a wireless service provider for the user.

13. The computer-readable medium of claim 10 wherein automatically executing an action comprises establishes a correct access point name (APN) from a preferred roaming partner associated with a service provider for the user.

14. The computer-readable medium of claim 10 wherein automatically executing an action comprises automatically offering to change a local clock time on the wireless telecommunications device.

15. The computer-readable medium of claim 10 wherein automatically executing an action comprises offering to the user to automatically add country codes to phone numbers in an address book or speed dial list for the wireless telecommunications device.

16. The computer-readable medium of claim 10, further comprising automatically detecting network availability and status, and automatically detecting device settings and configuration.

17. The computer-readable medium of claim 10 wherein automatically executing an action comprises downloading a message and displaying information to the user based upon the message, wherein the message includes a hypertext link to a web page associated with local customer support functions.

18. The computer-readable medium of claim 10 wherein automatically executing an action comprises launching an application locally stored on the wireless telecommunications device, and providing at least one displayable screen of information in response to a received user-input selection.

19. The computer-readable medium of claim 10 wherein automatically executing an action comprises executing a script locally stored on the wireless telecommunications device, providing at least one displayable screen of information, receiving a user-input selection, and at least temporarily implementing a change to a display or function of the wireless telecommunications device while the wireless telecommunications device is roaming outside the home network or is in the other network.

20. A system for providing assistance to a user of a mobile device, wherein the mobile device is associated with a home network for the user, and wherein the home network forms at least a part of a wireless telecommunications network, the method comprising:

means for detecting a predetermined network event locally at the mobile device,

wherein the network event indicates to the mobile device that the mobile device is roaming outside of the home network or is roaming into another network;

means, coupled to the means for detecting, for automatically executing an action at the mobile device, based at least in part on the locally detected network event,

wherein the action is in addition to, or excludes, display to the user of an indication that the mobile device is roaming outside of the home network, and,

wherein the mobile device automatically takes the action, locally at the mobile device, to provide a context-sensitive service to the user of the mobile device, and

wherein the context-sensitive service is a wireless service related to the roaming of the mobile device outside of the home network or roaming into another network, and

wherein the action includes providing, via the mobile device, either;

a displayable or audible notice to the user of the mobile device, or

an automatic change to local settings or to functions of the mobile device.

21. The system of claim 20 wherein automatically executing an action causes a script locally stored on the mobile device to alert the user that the mobile device has roamed outside of the home network and provides notice to the user indicating that certain wireless services are still available, that certain wireless services are no longer available, or both.

22. The system of claim 20 wherein automatically executing an action comprises detecting whether a call to customer support is being made while the mobile device is roaming, and wherein the action is to automatically place a different call to a customer support center associated with a wireless service provider for the user, wherein the automatically placing of a different call is automatically and locally performed at the mobile device.

23. The system of claim 20 wherein automatically executing an action comprises establishing a correct access point name (APN) from a preferred roaming partner associated with a service provider for the user.

24. The system of claim 20 wherein automatically executing an action comprises automatically providing a display to the user offering to change a local clock time on the mobile device.

25. The system of claim 20 wherein automatically executing an action comprises offering to the user to automatically add country codes to phone numbers in an address book or in a speed dial list for the mobile device.

26. The system of claim 20, further comprising automatically detecting network availability and status, and automatically detecting device settings and configuration.

27. The system of claim 20 wherein automatically executing an action comprises downloading a message and displaying information to a user based upon the message, wherein the message includes a hypertext link to a web page associated with local customer support functions.

28. The system of claim 20 wherein automatically executing an action comprises launching an application locally stored on the mobile device, and providing at least one displayable screen of information in response to a received user-input selection.

29. The system of claim 20 wherein automatically executing an action comprises executing a script locally stored on the mobile device, providing at least one displayable screen of information, receiving a user-input selection, and at least temporarily implementing a change to a display or function of the mobile device while the mobile device is roaming outside the home network or is in the other network.

30. A method for providing additional functionality to a mobile device, the method comprising:

locally at the mobile device, determining a predetermined network event,

wherein the mobile device is associated with a home network, and

wherein the home network forms at least a part of a wireless telecommunications network is associated with the mobile device,

wherein the network event indicates to the mobile device that the mobile device is roaming outside of the home network or is roaming into another network;

automatically performing an action at the mobile device, based at least in part on the locally detected network event,

wherein the action is in addition to, or excludes, providing an indication that the mobile device is roaming outside of the home network, and,

wherein the mobile device automatically takes the action, locally at the mobile device, to provide a context-sensitive service to the mobile device, and

wherein the action includes providing, via the mobile device, either;

a displayable or audible notice at the mobile device, or

an automatic change to local settings or to functions of the mobile device.

31. The method of claim 30 wherein automatically performing an action causes a script locally stored on the mobile device to provide an alert that the mobile device has roamed outside of the home network and provides notice to the user indicating that certain wireless services are still available, that certain wireless services are no longer available, or both.

32. The method of claim 30 wherein automatically performing an action comprises detecting whether a call to customer support is being made while the mobile device is roaming, and wherein the action is to automatically place a different call to a customer support center associated with a wireless service provider for the mobile device, wherein the automatically placing of a different call is automatically and locally performed at the mobile device.

33. The method of claim 30 wherein automatically performing an action comprises establishing a correct access point name (APN) from a preferred roaming partner associated with a service provider.

34. The method of claim 30 wherein automatically performing an action comprises automatically providing a display offering to change a local clock time on the mobile device.

35. The method of claim 30 wherein automatically performing an action comprises offering to automatically add country codes to phone numbers in an address book or in a speed dial list for the mobile device.

36. The method of claim 30 further comprising automatically detecting network availability and status, and automatically detecting device settings and configuration.

37. The method of claim 30 wherein automatically performing an action comprises downloading a message and displaying information to based upon the message, wherein the message includes a hypertext link to a web page associated with local customer support functions.

38. The method of claim 30 wherein automatically performing an action comprises launching an application locally stored on the mobile device, and providing at least one displayable screen of information in response to an input selection.

39. The method of claim 30 wherein automatically performing an action comprises performing a script locally stored on the mobile device, providing at least one displayable screen of information, receiving a selection, and at least temporarily implementing a change to a display or function of the mobile device while the mobile device is roaming outside the home network or is in the other network.