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

• US 7,353,016 B2
• Filed: 02/22/2005
• Issued: 04/01/2008
• Est. Priority Date: 02/20/2004
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (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:
  US11/063,663
• Publication Number:
  US 20050233733A1
• Time in Patent Office: 1,134 Days
• Field of Search: 455/414.1, 455/414.3, 455/415, 455/419, 455/412.1, 455/420, 455/424, 455/566, 455/3.04, 455/425, 455/435, 370/414.1, 370/415
• 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 at a mobile phone, the method comprising:

receiving at the mobile phone a user-input phone number indicating a request for instructions or information from a customer support agent at a call center coupled to the wireless telecommunications network;

before or after placing a call to the wireless telecommunications network based on the phone number, determining that the phone number matches a particular phone number stored in the mobile phone;

launching an application locally stored on the mobile phone, wherein the locally stored application provides a displayable list of local customer support functions upon detecting that the entered phone number matches the particular stored phone number;

receiving a user-input selection of one of the local customer support functions on the displayed list; and

providing at least one displayable screen of information in response to the received user-input selection.

2. The method of claim 1 wherein the launching includes launching a web browser to initiate an equipment based support session, and downloading pages or retrieving already downloaded pages having information relating to customer support.

3. The method of claim 1 wherein the launching includes 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.

4. The method of claim 1 wherein the launching includes launching a user interface screen on a display of the mobile phone, wherein the screen includes the information associated with the one of the local customer support functions.

5. The method of claim 1, further comprising:

performing an authentication relating to operation of the mobile phone.

6. A computer-readable medium whose contents cause at least one telecommunication mobile device to perform a method for intercepting a call in order to perform a local action at the mobile device, the method comprising:

at the mobile device, detecting initiation of a phone call placed to a destination number;

at the mobile device, determining that the destination number for the phone call matches a particular number stored within the mobile device, and wherein the determining includes determining that the particular number matches a phone number for a support call-center;

at the mobile device, intercepting the phone call within the mobile device and re-routing control of the phone call to the mobile device before the phone call is completed; and

at the mobile device, performing a local action at the mobile device based upon the re-routed phone call.

7. The computer-readable medium of claim 6 wherein the determining includes determining that the particular number matches a phone number.

8. The computer-readable medium of claim 6 wherein the medium includes a removable subscriber identity module.

9. The computer-readable medium of claim 6 wherein the medium is a memory of the mobile device.

10. The computer-readable medium of claim 6 wherein the computer-readable medium is a logical node in a computer network receiving the contents.

11. The computer-readable medium of claim 6 wherein the computer-readable medium is a computer-readable disk.

12. The computer-readable medium of claim 6 wherein the computer-readable medium is a data transmission medium carrying a generated data signal containing the contents.

13. The computer-readable medium of claim 6, further comprising gathering and locally storing data associated with user interaction with the mobile device, and providing the data to a server computer of a telecommunications service provider.

14. An apparatus for intercepting calls in order to perform a local action on a mobile device, the apparatus comprising:

means for detecting initiation of a phone call placed to a destination number;

means for determining that the destination number for the phone call matches a particular number stored within the mobile device, and wherein the determining includes determining that the particular number matches a phone number for a support call-center;

means for intercepting the phone call within the mobile device and re-routing control of the phone call to the mobile device before the phone call is completed; and

means for performing a local action at the mobile device based upon the re-routed phone call.

15. The apparatus of claim 14, wherein the means for detecting, the means for determining, the means for intercepting, or the means for performing are within a subscriber identity module of the mobile device.

16. The apparatus of claim 14 wherein the determining includes determining that the particular number matches a phone number.

17. The apparatus of claim 14, further comprising:

means for gathering and locally storing data associated with user interaction with the mobile device; and

means for providing the data to a server computer of a telecommunications service provider.

18. A method for intercepting calls on a mobile device, the method comprising:

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

determining that the entered phone number matches a particular phone number stored in the mobile device; and

wherein the determining includes determining that the particular number matches a phone number for a support call-center; and

launching an application to locally provide customer support functions upon detecting that the entered phone number matches the particular stored phone number;

wherein the detecting, the determining, and the launching are performed within the mobile device.

19. The method of claim 18 wherein the launching includes launching a web browser to initiate an equipment-based support session or to download pages having information relating to customer support.

20. The method of claim 18 wherein the launching includes downloading a message and displaying information to a user based upon the message.

21. The method of claim 18 wherein the downloading includes downloading a hypertext link.

22. The method of claim 18 wherein the launching includes displaying step-by-step instructions on a display for the mobile device for a user to perform.

23. The method of claim 18 wherein the launching includes 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 in the mobile device, access or alter data on a service provider'"'"'s network or remote internet server, or downloads new software or data for installation, configuration or status checking.

24. The method of claim 18, further including performing an authentication relating to operation of the mobile device.

25. The method of claim 18, wherein the detecting, the determining, or the launching are performed at least in part within a subscriber identity module of the mobile device.

26. The method of claim 18, wherein the entered phone number is 411.

27. The method of claim 18, wherein the entered phone number is related to a subscriber voicemail account.