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

• US 7,676,221 B2
• Filed: 06/19/2007
• Issued: 03/09/2010
• 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:
  US11/765,387
• Publication Number:
  US 20070293200A1
• Time in Patent Office: 994 Days
• Field of Search: 455/414.1, 455/412.1, 455/425, 370/328, 370/338
• 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. A method for providing local assistance to a user of a mobile device, the method comprising:

detecting, via a process running on the mobile device, a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number at the mobile device for placing a voice call to a called party; and

locally performing an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device, wherein the locally performed action is based on data and a script stored locally on the mobile device;

wherein the script operates via a script interface on the mobile device that provides an interface between the script and various hardware-specific and program-specific functions of the mobile device to allow a single script to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, and

wherein the locally performed action includes at least one of—

providing customer care to the user on the mobile device by intercepting calls,

providing diagnostic tools to allow customer service representatives to remotely execute diagnostics and commands on the mobile device,

collecting and summarizing data and metrics with respect to the mobile device, and

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

2. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the action is to display a series of locally stored help screens to answer several common customer support questions, and wherein if the user proceeds through at least one of the help screens, the mobile device may then receive a number to access a priority call center queue.

3. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the action is to display an estimated wait time, and to display a display a list of currently most common customer support questions with links to specific web pages for answering each question.

4. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the mobile device permits the user to send a message to customer support requesting a call back, and wherein the message includes information related to a problem the user is having.

5. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support, to a public service answering point, or to information is being made, and wherein the action is to provide locally generated audio feedback to the user to mimic a call being made and/or being connected.

6. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support is being made while the mobile device is roaming in a foreign network, and wherein the action is to automatically place a different call to a customer support center associated with the user'"'"'s wireless service provider.

7. The method of claim 1 wherein the predetermined status is detecting whether a call to a call center, and wherein the action is to provide locally stored and executed interactive voice response to the user.

8. The method of claim 1 wherein detecting the predetermined status includes detecting whether a call to voice mail service or other mail service is being made, and without intercepting the call, and wherein performing the action includes displaying helpful information to the user regarding the mail service.

9. The method of claim 1 wherein the action is to provide local assistance to the user via the mobile device, wherein the data associated with the local assistance is provided via a subscriber identify module (SIM) in the mobile device, via wireless application protocol (WAP), or both.

10. The method of claim 1 wherein the action is to provide local assistance to the user via the mobile device regarding whether the user is eligible for a promotion offered by the user'"'"'s wireless service provider.

11. A system for providing local assistance to a user of a mobile device, the system comprising:

a detection component within the mobile device, wherein the detection component is programmed to detect a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number for a voice call placed by the mobile device to a called party; and

an action component within the mobile device, wherein the action component is programmed to locally perform, via a locally-stored script, an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device;

wherein the script operates via a script interface on the mobile device that provides an interface between the script and various hardware-specific and program-specific functions of the mobile device to allow a single script to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, and

wherein the locally performed action includes at least one of—

providing customer care to the user on the mobile device by intercepting calls,

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

collecting and presenting data with respect to the mobile device, and

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

12. The system of claim 11, further comprising:

a script component, wherein the script component stores one or more scripts used by the action component when performing the action associated with the called party.

13. The system of claim 11, wherein the detected predetermined status is associated with a call placed to a voice mail service.

14. The system of claim 11, wherein the action component uses data stored on the mobile device when performing the action associated with the called party.

15. The system of claim 11, wherein the action component uses data and a script stored on the mobile device when performing the action associated with the called party.

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

receiving from an application running on the mobile device an indication of a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number for a voice call placed by the mobile device to a called party; and

locally performing an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device, wherein the locally performed action is based on programming stored at the mobile device,

wherein the programming operates via an interface on the mobile device that provides an interface between the programming and various hardware and software functions of the mobile device to allow a single program to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, and

wherein the locally performed action includes at least one of—

providing customer care to the user on the mobile device by intercepting calls,

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

collecting or summarizing data with respect to the mobile device, and

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

17. The computer-readable storage medium of claim 16, wherein performing the action includes using data and one or more scripts stored on the mobile device.

18. The computer-readable storage medium of claim 16, wherein performing the action includes displaying information associated with the called party before, during, or after the voice call.

19. The computer-readable storage medium of claim 16, wherein the predetermined status is a call placed to a voice mail service and performing the action includes displaying information associated with the voice mail service.

20. The computer-readable storage medium of claim 16, further comprising:

ending the voice call after performing the action associated with the called party.