Troubleshooting a problem with user equipment based on a location of a user

• US 9,773,248 B2
• Filed: 02/28/2015
• Issued: 09/26/2017
• Est. Priority Date: 02/28/2015
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Nyshadham, Shiva Rama Krishna
• Primary Examiner(s): Vu, Thai
• Application Number:
  US14/634,758
• Publication Number:
  US 20160253676A1
• Time in Patent Office: 941 Days
• Field of Search: 455418, 455419, 455420, 4554221, 455423, 455424, 455425, 4554042, 4554142, 4554561, 4554562, 4554563, 705304, 705305
• CPC Class Codes: G01S 5/0027 of actual mobile position, i.e. position determined on mobile
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A device may be configured to receive a technical support request from a mobile device. The technical support request may request troubleshooting for a problem with user equipment. The device may receive location information from the mobile device indicating a mobile device location. The device may determine whether the mobile device is at a user equipment location based on the mobile device location. The device may select a troubleshooting routine based on whether the mobile device is at the user equipment location. The device may cause an agent device to execute the troubleshooting routine. The device may provide, to an agent device, the troubleshooting routine to cause the agent device to troubleshoot the user equipment using the troubleshooting routine.

Claims

1. A device, comprising:

one or more processors to;

receive a technical support request from a mobile device,

the technical support request requesting troubleshooting for a problem with user equipment;

receive location information from the mobile device indicating a mobile device location,

the mobile device location being a first geographic location of the mobile device;

determine whether the mobile device is at a user equipment location based on the mobile device location,

the user equipment location being a second geographic location of the user equipment;

select a troubleshooting routine based on whether the mobile device is at the user equipment location,

where the one or more processors, when selecting the troubleshooting routine, are further to;

select a first troubleshooting routine tailored for use when the mobile device is at the user equipment location when the mobile device is determined to be at the user equipment location based on the mobile device information from the mobile device; and

select a second troubleshooting routine tailored for use when the mobile device is not at the user equipment location based on the mobile device not being at the user equipment location when the mobile device is determined to be outside of the user equipment location based on the mobile device information from the mobile device,

the first troubleshooting routine being different than the second troubleshooting routine; and

provide, to an agent device, the selected troubleshooting routine to cause the agent device to troubleshoot the user equipment using the troubleshooting routine.

2. The device of claim 1, where the one or more processors are further to:

determine that a resolution of the problem requires the mobile device be at the user equipment location; and

where the one or more processors, when receiving the location information, are further to;

receive the location information based on determining that the resolution of the problem requires the mobile device be at the user equipment location.

3. The device of claim 1, where the first troubleshooting routine indicates a local action to be performed by a user of the mobile device at the user equipment location, and

where the second troubleshooting routine does not indicate the local action to be performed by the user of the mobile device at the user equipment location.

4. The device of claim 1, where the second troubleshooting routine takes less time to execute than the first troubleshooting routine.

5. The device of claim 1, where the one or more processors are further to:

establish a phone call between the agent device and the mobile device.

6. The device of claim 1, where the second troubleshooting routine tailored for use when the mobile device is not at the user equipment location does not include confirming whether the problem with the user equipment is resolved.

7. The device of claim 1, where the first troubleshooting routine tailored for use when the mobile device is at the user equipment location includes an action at the user equipment location to be performed by a user.

8. A non-transitory computer-readable medium storing instructions, the instructions comprising:

one or more instructions that, when executed by one or more processors, cause the one or more processors to;

receive a technical support request from a mobile device,

the technical support request requesting troubleshooting for a problem with user equipment;

receive location information from the mobile device indicating a mobile device location,

the mobile device location being a first geographic location of the mobile device;

determine whether the mobile device is at a user equipment location based on the mobile device location,

the user equipment location being a second geographic location of the user equipment; and

selectively cause the troubleshooting to be provided to a user of the mobile device based on whether the mobile device is at the user equipment location,

where the one or more instructions, when selectively causing the troubleshooting, further cause the one or more processors to;

selectively cause a first troubleshooting routine, tailored for use when the mobile device is at the user equipment location, to be provided when the mobile device is determined to be at the user equipment location based on the mobile device location from the mobile device; and

selectively cause no troubleshooting routine or a second troubleshooting routine, tailored for use when the mobile device is not at the user equipment location, to be provided based on the mobile device not being at the user equipment location when the mobile device is determined to be outside of the user equipment location based on the mobile device location from the mobile device,

the first troubleshooting routine being different than the second troubleshooting routine.

9. The non-transitory computer-readable medium of claim 8, where the one or more instructions, when determining whether the mobile device is at the user equipment location, further cause the one or more processors to:

determine the mobile device is not at the user equipment location; and

where the one or more instructions, when selectively causing the troubleshooting to be provided to the user of the mobile device, further cause the one or more processors to;

prevent the troubleshooting from being provided to the user of the mobile device based on the mobile device not being at the user equipment location.

10. The non-transitory computer-readable medium of claim 9, where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:

send a notification to the mobile device that troubleshooting cannot be completed based on the mobile device not being at the user equipment location.

11. The non-transitory computer-readable medium of claim 8, where the one or more instructions, when determining whether the mobile device is at the user equipment location, further cause the one or more processors to:

determine the mobile device is not at the user equipment location; and

where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to;

send a request to the mobile device asking the user of the mobile device whether the user wants to continue with the second troubleshooting routine based on the mobile device not being at the user equipment location;

receive a response from the mobile device, based on the request, that indicates whether the user wants to continue with the second troubleshooting routine; and

where the one or more instructions, when selectively causing the second troubleshooting routine to be provided to the user of the mobile device, further cause the one or more processors to;

selectively cause the second troubleshooting routine to be provided to the user of the mobile device based on the response.

12. The non-transitory computer-readable medium of claim 8, where the one or more instructions, when selectively cause the troubleshooting to be provided to the user of the mobile device, further cause the one or more processors to:

selectively establish a phone call between an agent device and the mobile device to provide either the first troubleshooting routine or the second troubleshooting routine based on whether the mobile device is at the user equipment location.

13. The non-transitory computer-readable medium of claim 8, where the one or more instructions, where the one or more instructions, when determining whether the mobile device is at the user equipment location, further cause the one or more processors to:

determine the mobile device is not at the user equipment location; and

where the one or more instructions, when selectively causing the troubleshooting to be provided to the user of the mobile device, further cause the one or more processors to;

cause the second troubleshooting routine to be provided to the user of the mobile device based on the mobile device not being at the user equipment location.

14. The non-transitory computer-readable medium of claim 8, where the one or more instructions, when determining whether the mobile device is at the user equipment location, further cause the one or more processors to:

determine the mobile device is at the user equipment location; and

where the one or more instructions, when selectively causing the troubleshooting to be provided to the user of the mobile device, further cause the one or more processors to;

cause the first troubleshooting routine to be provided to the user of the mobile device based on the mobile device being at the user equipment location,

the first troubleshooting routine including an action at the user equipment location to be performed by a user.

15. A method comprising:

receiving, by a device, a technical support request from a mobile device, the technical support request requesting troubleshooting for a problem with user equipment;

receiving, by the device, location information from the mobile device indicating a mobile device location,

the mobile device location being a first geographic location of the mobile device;

determining, by the device, that the mobile device is not at a user equipment location based on the mobile device location,

the user equipment location being a second geographic location of the user equipment;

selecting, by the device, a troubleshooting routine tailored for use when the mobile device is not at the user equipment location based on the mobile device not being at the user equipment location;

causing, by the device, an agent device to execute the troubleshooting routine; and

causing, by the device, the agent device to communicate with the mobile device to provide troubleshooting using the troubleshooting routine.

16. The method of claim 15, further comprising:

detecting that the mobile device has moved to the user equipment location; and

sending a confirmation request to the mobile device based on detecting that the mobile device has moved into the user equipment location,

the confirmation request asking a user of the mobile device to confirm whether the problem with the user equipment is resolved.

17. The method of claim 16, where the troubleshooting routine is a first troubleshooting routine, the method further comprising:

receiving a confirmation response from the mobile device based on the confirmation request,

the confirmation response indicating the problem with the user equipment is not resolved;

selecting a second troubleshooting routine tailored for use when the mobile device is at the user equipment location based on the confirmation response,

the second troubleshooting routine being different than the first troubleshooting routine;

causing the agent device to execute the second troubleshooting routine; and

causing the agent device to communicate with the mobile device to provide troubleshooting using the second troubleshooting routine.

18. The method of claim 15, where the troubleshooting routine is a first troubleshooting routine, the method further comprising:

detecting that the mobile device has moved to the user equipment location; and

selecting a second troubleshooting routine tailored for use when the mobile device is at the user equipment location based on detecting that the mobile device has moved to the user equipment location,

the second troubleshooting routine being different than the first troubleshooting routine;

causing the agent device to execute the second troubleshooting routine; and

causing the agent device to communicate with the mobile device to provide troubleshooting using the second troubleshooting routine.

19. The method of claim 18, where the first troubleshooting routine tailored for use when the mobile device is not at the user equipment location does not include confirming whether the problem with the user equipment is resolved, and

where the second troubleshooting routine tailored for use when the mobile device is at the user equipment location includes confirming whether the problem with the user equipment is resolved.

20. The method of claim 18, where the first troubleshooting routine tailored for use when the mobile device is not at the user equipment location does not include an action at the user equipment location to be performed by a user, and

where the second troubleshooting routine tailored for use when the mobile device is at the user equipment location includes the action at the user equipment location to be performed by the user.