Systems and methods of remotely controlling mobile device settings and functionality

• US 9,538,366 B2
• Filed: 12/09/2014
• Issued: 01/03/2017
• Est. Priority Date: 08/06/2014
• Status: Active Grant

• Current Assignee: T-Mobile USA, Inc. (Deutsche Telekom AG)
• Original Assignee: T-Mobile USA, Inc. (Deutsche Telekom AG)
• Inventors: Soini, Jonathan
• Primary Examiner(s): Karikari, Kwasi
• Application Number:
  US14/565,161
• Publication Number:
  US 20160044497A1
• Time in Patent Office: 756 Days
• Field of Search: 455/418, 455/419, 455/423
• US Class Current: 1/1
• CPC Class Codes: H04W 24/02 Arrangements for optimising operational condition
• CPC Class Codes: H04W 24/04 Arrangements for maintaining operational condition
• CPC Class Codes: H04W 8/22 Processing or transfer of terminal data, e.g. status or physical capabilities
• CPC Class Codes: H04W 88/02 Terminal devices

Abstract

Systems and methods for a customer care system. An example diagnostics back-end system may be associated with a telecommunications provider. The diagnostics back-end system may perform diagnostic analyzes of information and settings associated with a mobile device, identify resolvable issues based on the diagnostic analyzes, determine execution eligibility of each of one or more solution actions associated with each resolvable issue and upon determination that execution of the one or more solution actions are eligible, cause display of a single graphical user interface button at a user interface device of a customer care agent terminal, wherein activation of the single graphical user interface button causes execution of associated solution actions performed on the mobile device.

Claims

1. A computer-implemented method comprising:

at a diagnostics back-end system associated with a telecommunications provider, supporting at least one of a customer care agent terminal device having a processor or a retail agent terminal device having a processor, the processor executing computer-readable instructions to;

perform one or more diagnostic analyses of information and settings associated with a mobile device;

identify a plurality of resolvable issues based on the one or more diagnostic analyses;

for each identified resolvable issue, determine execution eligibility of each of one or more solution actions associated with the resolvable issues; and

upon determination that execution eligibility for one of the one or more solution actions is positive, cause display of a single graphical user interface button at a user interface device of an agent terminal, wherein activation of the single graphical user interface button causes execution of associated solution actions on the mobile device.

2. The method of claim 1, wherein the performing the one or more diagnostic analyses comprises:

performing at least one of;

one or more scheduled diagnostics;

one or more event-based diagnostics;

one or more requested diagnostics;

or

one or more diagnostics during a diagnostics back-end session with a subscriber to the telecommunications provider.

3. The method of claim 1, wherein the performing the one or more diagnostic analyses comprises:

analyzing information associated with the mobile device;

analyzing information associated with telecommunications coverage related to operation of the mobile device; and

analyzing information associated with an account of a subscriber to the telecommunications provider who is associated with the mobile device.

4. The method of claim 1, wherein the processor further execute computer-readable instructions to:

generate a resolution message in response to activation of the resolution button; and

send the generated resolution message to the mobile device.

5. The method of claim 4, wherein the resolution message comprises:

an authentication code section; and

an action identifier section.

6. The method of claim 5, wherein the resolution message further comprises a parameter values section.

7. The method of claim 1, wherein the determining execution eligibility is based on at least one of current or expected operational abilities of the mobile device, a service plan associated with the mobile device, current or expected location information of the mobile device, or an expected effect on one or more applications currently residing on the mobile device.

8. A system comprising:

a diagnostics back-end system associated with a telecommunications provider, the diagnostics back-end system comprising;

a processor; and

a memory device configured to store one or more instruction modules executable by the processor to;

perform one or more diagnostic analyses of information and settings associated with a mobile device;

identify a plurality of resolvable issues based on the one or more diagnostic analyses;

for each identified resolvable issue, determine execution eligibility of each of one or more solution actions associated with the resolvable issues;

upon determination that execution eligibility for one of the one or more solution actions is positive, cause display of a single graphical user interface button at a user interface device of a customer-care agent device; and

causing a remote support interface page to display at least a decline button and an accept button on the mobile device;

wherein activation of the accept button on the mobile device causes execution of associated solution actions on the mobile device.

9. The system of claim 8, wherein the processor performs the one or more diagnostic analyses by:

performing at least one of;

one or more scheduled diagnostics;

one or more event-based diagnostics;

one or more requested diagnostics;

or

one or more diagnostics during a diagnostics back-end session with a subscriber to the telecommunications provider.

10. The system of claim 8, wherein the processor performs the one or more diagnostic analyses by:

analyzing information associated with the mobile device;

analyzing information associated with telecommunications coverage related to operation of the mobile device; and

analyzing information associated with an account of the subscriber of the mobile device.

11. The system of claim 8, wherein the processor further executes computer-readable instructions to:

generate a resolution message in response to activation of the resolution button; and

send the generated resolution message to the mobile device.

12. The system of claim 11, wherein the resolution message comprises:

an authentication code section; and

an action identifier section.

13. The system of claim 12, wherein the resolution message further comprises a parameter values section.

14. The system of claim 8, wherein the processor determines eligibility based on at least one of current or expected operational abilities of the mobile device, a service plan associated with the mobile device, current or expected location information of the mobile device, or an expected effect on one or more applications currently residing on the mobile device.