CALL INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE DEVICE

• US 20100159902A1
• Filed: 03/09/2010
• Published: 06/24/2010
• Est. Priority Date: 02/20/2004
• Status: Active Grant

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Beinikis, Linda, Roundtree, Brian, Allan, Kevin, Rush, Keldon
• Granted Patent: US 8,036,645 B2
• Time in Patent Office: Days
• US Class Current: 455/414.100
• 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 locally at the mobile device a network event, wherein the network event indicates roaming of the mobile device outside of the home network or roaming of the mobile device 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 action is automatically taken locally at the mobile device to provides a context-sensitive service to the user of the mobile device, including 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 services are still available, certain 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.

4. The method of claim 1 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.

5. The method of claim 1 wherein automatically executing an action comprises automatically 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 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 a user based upon the message, wherein the message includes a hypertext link to a web page associated with the one of the 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. An apparatus for intercepting calls on a mobile device, the apparatus comprising:

means for detecting an entered phone number and request for a phone call using the entered phone number at the mobile device;

means for determining that the entered phone number matches a particular phone number; and

means for launching an application to locally provide support functions to a customer upon detecting that the entered phone number matches the particular phone number,

wherein the means for detecting, the means for determining, and the means for launching are at least partially housed within the mobile device.

11. The apparatus of claim 10 wherein the detected phone number is a call to 411, 611, 911, or 133.

12. The apparatus of claim 10 wherein the means for launching includes means for accessing a server accessible by the apparatus via a network, wherein the server provides scripts or software executables for download and local storage on the apparatus, or provides updates to scripts or software executables for download and local storage on the apparatus.

13. The apparatus of claim 10 wherein the means for launching includes means for downloading a message and displaying information to a user based upon the message.

14. The apparatus of claim 13 wherein the means for downloading includes means for downloading a hypertext link.

15. The apparatus of claim 10 wherein the means for launching includes means for displaying step-by-step instructions on a display for the mobile device for a user to perform.

16. The apparatus of claim 10 wherein the means for launching includes means for launching at least one executable module to access or alter data stored on the mobile device, wherein the executable module dials special commands, changes settings on the mobile device, stores or retrieves passwords or lock codes for the mobile device, or accesses or alters data on a service provider network or remote Internet server.

17. The apparatus of claim 10, further including means for performing an authentication relating to operation of the mobile device.

18. A method for providing assistance to a user of a mobile device coupled to a network, the method comprising:

receiving via the network information from the mobile device,

wherein the information includes status information for the mobile device and user-actions on the mobile device,

wherein a script on the mobile device periodically provides the status information and user-actions, or provides the status information and user-actions in response to signals received from the network; and

,

displaying the received status information and user-actions from the mobile device via a call center agent computer.

19. The method of claim 18 further comprising remotely diagnosing at the call center a problem of the mobile device based at least in part on the displayed status information and user-actions, receiving input at the call center computer, and issuing a command to alter a function of, or store new data in, the mobile device in response to the input.

20. The method of claim 18 further comprising receiving input at the call center computer, and transmitting a software application or script over-the-air to the mobile device for storage in the mobile device.

21. The method of claim 18 wherein the status information and user actions include at least three of the following:

battery level, battery level history, percent time charger connected to the mobile device, volume level, ring tones, profile use history, number or history of hard resets, count of contacts, installed applications, network settings, signal strength, radio frequency, tower identification (ID), carrier ID, visiting carrier ID, base station history, carrier ID history, phone number, voicemail number, handset ID, camera capable, SIM ID, audio recording capable, screen resolution, screen color depth, operating system (OS) version, date and time, email configuration, hardware make/model, firmware version, audio playback capabilities, language, memory and percent memory used, connection state or type of connection used, volume levels, backlight on/off, sound events, profiles, SIM contacts, device hibernate, security settings, key pad lock, and SIM lock.

22. The method of claim 18, further comprising generating reports based on status information and user-actions periodically gathered from mobile devices accessing the network.

23. The method of claim 18, further comprising periodically receiving from the network applications started, network status, and cell tower identification from the mobile device.

24. The method of claim 18 further comprising receiving input at the call center computer, and automatically querying, setting, saving or restoring settings on the mobile device or a subscriber identity module (SIM) card for the mobile device.

25. The method of claim 18 wherein the displaying includes displaying, via a web browser, at least three of the following:

a name of an owner of the mobile device, an account number and phone number of the owner, a Mobile Station Integrated Services Digital Network (MSISDN) number or international mobile subscriber identity (IMSI) for the mobile device, a manufacturer and model of the mobile device, a firmware version for the mobile device, a serial number or International Mobile Equipment Identifier (IMEI) of the mobile device, a history of the mobile device, other mobile devices associated with the owner, a media file count representing different types of files stored on the mobile device, a storage location of files stored on the mobile device, and a total number and size of files stored on the mobile device.

26. The method of claim 18 wherein the displaying includes displaying a pop-up window featuring an image of the mobile device, wherein a call center agent may then interact with the image of the mobile device to remotely and virtually actuate buttons on the mobile device and thereby take temporary control of the mobile device for diagnostic or configuration purposes.

27. The method of claim 18 wherein the displaying includes displaying a pop-up window featuring an image of the mobile device and that includes current contents of a display of the mobile device.

28. A computer-readable storage medium whose contents cause a telecommunications device to perform a method for providing local assistance to a user of the telecommunications device, the method comprising:

at the telecommunications device, detecting a request for customer support based on user input; and

,

at the telecommunications device, locally performing an action associated with the request for customer support based on user input, wherein the locally performed action is based on programming stored at the telecommunications device,

wherein the programming operates via an interface on the telecommunications device and provides an interface between the programming and various hardware and software functions of the telecommunications device, and

wherein the locally performed action includes at least one of—

providing customer care to the user on the telecommunications device,

providing diagnostic tools to allow customer service representatives to remotely execute at least commands on the telecommunications device,

collecting or summarizing data with respect to use or status of the telecommunications device, and

providing instructive guides to train the user when the user attempts to use a user-executable application for the telecommunications device.

29. The computer-readable storage medium of claim 28 wherein detecting the request for customer support based on user input comprises detecting a call to a call center number.

30. The computer-readable storage medium of claim 28, further comprising downloading from a server computer via the telecommunications network a script or executable application for local storage on the telecommunications device, or an update to a script or executable application for local storage on the telecommunications device.

31. The computer-readable storage medium of claim 28 wherein the telecommunications device is a mobile device, Internet appliance, wearable computer, set-top box, network personal computer (PC), personal computer, mini-computer, or mainframe computer.

32. The computer-readable storage medium of claim 28 wherein detecting the request for customer support based on user input comprises detecting a call to 411, 611, 911 or 133.

33. A portable wireless telecommunication apparatus for exchanging communications with a wireless network, the apparatus comprising:

a display screen;

at least one audio input component or audio output component;

at least one radio;

at least one memory;

at least one processor; and

a housing for carrying the processor, display screen, input or output component, radio, and memory,

wherein the memory stores a user-executable application configured to be executed on the portable wireless telecommunication apparatus, and

wherein the processor is coupled to the display screen, the input or output component, the radio, and the memory, wherein the processor is programmed to;

detect use of the application by a user of the portable wireless telecommunication apparatus;

collect data automatically from the portable wireless telecommunication apparatus at a time when the application is used by the user; and

,

automatically launch on the portable wireless telecommunication apparatus a tutorial or guide in response to the detected use and the collected data,

wherein the tutorial or guide is also stored in the memory, and

wherein the tutorial or guide assists the user in use of the application.

34. The portable telecommunication apparatus of claim 33 wherein the detected use is a first time the application is used on the portable wireless telecommunication apparatus, and wherein the application is an application to send a digital picture via the wireless network.

35. The portable telecommunication apparatus of claim 33 wherein the detected use is a first time the application is used on the portable wireless telecommunication apparatus.

36. The portable telecommunication apparatus of claim 33 wherein the tutorial or guide includes a set of instructions, and wherein the detected use is a certain number of times that the application has been used.

37. The portable telecommunication apparatus of claim 33 wherein the processor is further programmed to download from a server at least one additional tutorial or guide for storage in the memory.

38. The portable telecommunication apparatus of claim 33 wherein the memory is a subscriber identity module (SIM) or universal subscriber identity module (USIM).

39. A method for providing local assistance at a telecommunications device, wherein the telecommunications device is coupled to at least one network, the method comprising:

receiving at the telecommunications device a user-input indicating a request for instructions or information from a customer support agent;

before or after placing a call or making a connection to the customer support agent, providing locally on the telecommunications device an audible response, wherein the audible response includes at least a first menu of options,

wherein the audible response mimics or spoofs a call or connection to a customer support agent or call center, and

wherein the audible response is based on audio files or scripts locally stored at the telecommunications device;

receiving at the telecommunications device a user-input selection of one of the menu options; and

,

providing an action at the telecommunications device in response to the received user-input selection.

40. The method of claim 39 wherein the audio files or scripts locally stored at the telecommunications device comprise an interactive voice response (IVR) system locally stored at the telecommunications device for execution by the telecommunications device.

41. The method of claim 39 wherein the audio files or scripts locally stored at the telecommunications device comprise a series of menus through which the user may navigate to access desired information, and wherein one menu option is to have the telecommunications device place a call to the customer support agent.