Note: Descriptions are shown in the official language in which they were submitted.
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System and Method for On Demand Diagnostics of A Device Utilizing Secure
Data to Interact VVirelesSly with One or Mcire Third Party Systems
InVentor(S):
Michael Craft, Carlsbad, CA ¨ U.$.Citizen
David Brudnicki, Duvall, WA ¨ U.S. citizen
I fans Reisgies, 'San Jose, CA ¨ US. citizen
Andrew Weinstein; San FranciSO, CA citizen
TECtINICAVREI,D,
100011 Thelpresent invention relates generally to the use of secure data to
complete, a wireless
transaction, and more particularly to 'a'sySterrt and method for diagnosing
problems With a device
utilizing such secure data to interact with a third party system including the
intercennection,
between the device and system.
BACKGROUND
190021 Wireless:transactions using RFID-based proximity cards are fairly
common place. For
instance, many. woricers'use kFID keycards to gaimaccessio their workplace
anddrivers.use
RFID passes to pay-tolls'at highway speeds RFID, which stands, for radio-
frequency
identification, uses electromagnetic waves to exchange data between a terminal
and some objedt:
for the purpose of identification. More recently, ,companies have:been
trying.,to use R.FII)
supported by cellular telephones to implenient an electronic=paymeht product
(Le: credit and/or
debit card). In such a wireless transaction, various transactional data is
required to be
transmitted by and among variousservers, entities, etc, including amount of
the :transaction, a
unique transaction identification number ("transaction ID"), a unique retailer
identification
number ("retailer- ID"), retailer business category (e.g., yetail,:restaurant,
entertainment, travel,
electronics, etc), and an encrypted-card identification number
corresponding.to the uscr's.credit
card or other banking account identification ("bank ID"). This data is
Collectively referred to as
''transaction data." However, basic RFID technology raises a number of
security concerns that
have prompted modifications Of the basic techholegy: Still, wide spread
adoption of RFID as a
mechanism for electronic payments has been slow.
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100031 Near Field Communication (NFC) is another technology that uses
electromagnetic
waves to exchange data. NFC waves areOnly transmitted Over a short-tange(on
the order of a
few inches) and at high-frequencies. NFC devices are already being used to
make payments at
point of sale ("POS") devices'. NFC is an open standard (see, e.g. ISO/IEC
18092) specifying
.modulation schemes, coding, transfer speeds and'RF interface. There has been
wider adoption of
I\IPC.as a communication platform because it provides=better security for
financial transactions
and access'control. Other short distance conirnimication protocolsare known
'and may gain
acceptance for use in supporting financial 'transactions,a0d.aedesS,cOntrol.
[0004] Regardless Of the :wirelesscommunication protocol selected, there
are,bound to be
operational errors within the devices on which the protocol is implemented
(Called "wireless
wallets" in the present specification); communications.between.thewireless
wallet and local host
devices (e.g. point of sale.terminals, keycard access control terminals);
within the local host
devices; within any server-side equipment that must interact with the local
host (e.g. for
confirmation 'or approval); and/or within communications' between the
wireless,wallet, its mobile
network and. beyond. For ihstatioe, a constimer may have trbuble completing a
purchase using:
the "Credit card" embedded iri his smartphone in a big-box retait,store at the
point of Sal,ej?ecause
of one or more problems With (1) the NFC connection between the consumer's
phone andlhe,
point Of sale device ; (2) the secure data is corrupt on the consumer's
smartphone; (3) the
consumer's electronic. wallet account has been, disabled by the card issuer;
(4);the:point_of sale,
device has outdated NFC cbtrununication software; 'etc.
POO] A problem arises in that no single company is presently responsible for
coordinating
the troubleshooting of failed electronic wallet transactions. As such, the
consumer may have a
difficult time determining which ¨ if any ¨ Of the foregoing 150 tential
problems is preventing the
desired electronic wallet transaction. Thus, the consumer may stop using
theelectronic wallet. or
may not be able to complete a transaction with that particular retailer
leading the consumer tolry
to consummatea similar transaction with a competitor.
109061 A related problem arises in that diagnostic software that can
facilitatediagnoSis of the
problem has not_been developed for deployment and use on smartphones or
similar devices.
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[0007] Accordingly, the present invention seeks AO proVide.',oneor
moresolutions,tothe.
foregoing.problems and related problems as Would be .uriderstodel by those of
ordinary skill, in
the art having the present specification before them. These and other objects
and advantages of
the present disclosure will be apparent to those of ordinary skill in.the. art
having the present:
thawings,, specification's, and- elainis before them. It is intended that all
such additional systems;
MethedS,:features; and adyantages.be included within this description, bp
NVithiti the scope (Attie
diselosure, and be protected by the accompanying claims.
SUMMARY OrTHE INVENTION
1000,8] The invention is, in part,,asystem fOtrernotelyproviding,an
.enduserWitha solution to
a=failtire in -a mobile ttansaCtion. The v toin inclUdes-a y*Tii management
back end in
operable communication.with.aportable communication device
havinga,uniqueidentification
number and a status,: a central -diagnostics management system configured to
reteive-theAtnique
identification Minter, the status, and failure data frerti the portable
communication &Nike, and
to determine a scilution based on one or more of the uniqueidentification
numb,er, the status, and
the failure datac wherein thesystern management:back endis.configuredto
wireleSsly
communicate the ssolution to the end user. via the mobile network In -another
aspect Of the
invention where ItFpresence.datais -available this information:may
be:utilizedto.assist in
diaribstieS.
10009] In yet another aspect, the system for remotely, diagnosing:afailijfe
in, a mobile.
transaction' may further include.apOint-of 'sale databaSe
tentikuredto,Store.pOint of sale'data. In
this 'system, the system management bad: end May be configured receive
ari'.audie
identification signal uniquely corresponding to a, point of sale device from
the portable
communication device via the mobile network; tO determinean identity of the
point:of sale
device based on said audio identification information, and diagnose
the.failute.based on the
.identityof theToint off sale device.
= IntIEV DESCRIPTION OF TIIE DRAWINGS
100101 -Fer a better tinderstariding'of the preserif diScloSure,. nen-limiting
and liOn-ekhauStiVe
embodiments are described in reference to the following drawings. In the
drawings, like
reference numerals refer to like parts through all the various figures-unless
otherwise.specified.
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100111 FIG. la illustrates the operable interconnections between the end
user's portable
communication device and various subsystems, including the System management
back end;
[0012] FIG. lb illustrates the diagnostic agent installed in the end user's
portable
communication device asking whether she would like diagnostics performed
following a failed
attempt to-use her device tO condtict.a secure payment transaction at a point
of sale.
[0013] PIG. 2 is a block diagram illustrating some of the logical blocks
within a portable;
communication device that may be relevant to the present ystem.
[0014] FIG. 3 is a block diagram illustrating the logical blocks within the
system management
back end server.
DETAILED DESCRIPTION
100151 The present invention now will be described more:MI6, hereinafter with
reference to
the accompanying drawings, which form a:part hereof, and which show, by way of
illustration,
specific exemplary embodiments by which the invention may be practiced. ThiS
invention may,
however, be embodied in many different forms and should not be construed as
limited to the
embodinients set forth herein; rather, theSeembodiMents are provided so that
this disclosure will
be thorough and complete; and will fully convey the scope of the invention to
those skilled in the
art. Among other things, the present invention may be embodiecl-as=methocIs or
devices.
Accordingly, the present invention may take the form of entirely hardware
embodiment, an
entirely software embodiment or an embodiment combining software and hardware
aspects. The
following detailed description is, therefore, not to be taken in a limiting
sense.
[0016] FIG. lA illustrates the overall system 100 in accordance with one
crribodinient of the
invention, 'showing operable interconnections between an end user's portable
communication
device 101 and various subsystems, including a system management back 'end
109. FIG. I B
illustrates one example implementation of an aspect of the system 109 in use,
showing a
diagnostic agent installed in the end user's portable communication device 101
asking whether
she would like diagnostics performed following a failed attempt to use her
device to conduct a
secure payment transaction at a point of sale 108.
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100171 Below each component of the overall system 100 will be described in
greater detail,- as
Will the overall operation and fUnctionality of the claithed systeth and
method.
Portable Communication Devices
100181 The present invention provides .a system and method that can be
utilized with a variety
of different portable cornmunication devices 101, inchiding but not limited:to
PDA!s, cellular
phones, smamphones, laptops, tablet computers, and other mobile devices that
include cellular
voice and data service as well as preferable accds to combiner downloadable
applications. One
such portal* Communication device 191 could be aniPhone;-Motorola RA-Zgpr
DROID,
however, the present inventionis'preferably platform and device independent.
Forexample, the
portable cominunitationdevice technology platform may be-Microsoft Window
,Mobile;
Microsoft Windows Phone 7, Patin OS, RIM Blackberry OS, Apple OS, Android OS,
Symbian,
Java or any-other technology platform. For purposes of this disclosure, the
present inyention has
been generally described in accordance with features and intetfaCenhat
areoptiibized for a
smart phone utilizing a generalized platform, although one skilled
in:the.artwoulci understand
that all-such features and interfaces may also be used and adapted for any
other Olatform and/or.
device.
[0019] FIG. 2 is a block diagram illustrating some of the:logical blocks
within a portable
comMunication &Vice ii.accOrdance with an embodiment of the present system
100. The
portable communication device .101 includes one or more short proximity
electromagnetic
communication devices; such as-an NFC, RFID, or. Bluetooth transceiver. It..
is-presently
preferred touse an NFC baseband'214 that is:CornpliantWith NFC IP-1 -standards
(www.nlefortim..org), which provides standard functions likepeer-to-pecr-
dataexchange,.reader
writer mode (Le. harvesting of information froin RFIDµtags), and contactless
card emulation (per
the NFC IP land ISO 14443 standards) when paired with a Secure element 212-on-
the portable
communication device 101 and presented in front of a "contactless payment
reader" (see below
at point of sale). As would be understood in the art by those haVing the
present specification,
figures, and claims before them, the NFC IP 1 standards-are-simply the
presently preferred
example, which could be exported ¨ in whole or in part ¨ far use.in
association with any other
proximity communication standard. It is further preferred that the portable
cOmmunitation
deviee 101 include. an NFC/RFID antenna (conformed to NFC IP. I and ISO 14443
standards) to
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enable near-field communications. However; as would be:understood in the art
NFC/RF1D
communications may be accomplished Without an antenna, albeit over even
shorter ranges and
potential read problems.
100201 As shOWn in FIG'. 1 A, the portable cOrnthunication deviee 101 also
ihellideS2 mobile
network interface 1 l 1 to establish and manage wireless communications with
a.mobile network
operator 103. The mobile network interface uses one-or more communication
protocols and
technologies including, but not limited to,. global system for mobile
communication (GSM), 3G,
40, code division multiple access (CDMA); time division multiple access (I
user
datagram protocol (UDP), transmission cc:intro! protocol/Internet.protocol
(TCNIP), SMS,
general packet radio serviee (GPRS), WAP, tiltra.wide band (UWI3), IEEE 802.16
Worldwide
Interoperability for Microwave Access (WiMax), SIP/taP, or any of a variety of
other wireless
coninitinitaticin pi-OW-cols-to communicate with the mobile network of a
mobilenetwOrk Operator;
the -mobile network interface may include 4.5:4:tiAtisceiver, transeelying
device, - or
network interface: card it.is contemPlate&that the
mObile:netw.ork'interface;111 and,
short.prOkirnityeleetrOmagnetic.communication device could share :a
transceiver OftransceiVitig
device, as would be understood in the art by those hailing the
PieSent.SpecifiCatinri, figures, and
claims before them:
100211 The portable communication device rol fintherincludeS a user interface
102 (See FIG.
1B) that provides some means for-the consumer 104 to receive, information
as.well as to input
infOrmation or otherwiSereSpOnd to the received itiforniation. As is presently
Understood
(without intending tO limit the present disclosure thereto)'this user
interface thaY include,a
microphone, an audio speaker, a.haptic interface, a graphical display,and a
keypad, _keybo.ard,
pointihg devite 'and/or touch screen. AS WOuld be understoodin the art by
those having-the
present specification, figures, and, claims before them, theportable
communidatiOn,device 101
may further include a location transceiver that can determine the physical
coordinates ofdevice;
on the surface of the Earth typically as, a=function of its latitude,
longitude and altitude. This
location transceiver preferably uses GPS technology, so it may be-referred to
herein as a GPS
transceiver, however; it:should hounderstood 'that the location transceiver
can additionally (or
alternatively) employ other geci-positioningthechanismsVinclUding, but not
limited to,
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triangulation, assisted GPS (AGPS), E-OTD, CI, SAI, ETA, BSS or the like, to
determine the
physical location of the portable communication device 101 on the Surface of
the Earth.
[0022] The portable communication device 101 will, as is well known, also
include a
microprocessor and mass memory. The mass memory-may: include ROM, RAM as. well
as one:
or more removable memory cards The mass rri-einor.proVide-s' toragb for
computer readable
instructions arid other,data, including a basic input/Output system:('BIOS")
and 'an operating
system for controlling the:operation of the portable communication device 101:
The portable
cOniMunication &Vice 101 will 'also include a deViceldentification Menicity
dedicated to identify
the device, such as 'a SIM card. As is generally understood, SIM cards,
contain the uniqueserial
number of the device (ESN), an internationally unique:ntirriber of thertiobile
user (IMSI),.
security authentication and ciphering-information, temporary 'information
related to the local
network, irlist of the services the. user has access to ,ana-two passwords
(PIN for usual use:.and
13111( for Unlocking). AS.Wotild betuiderstpdcl in the;att having
the:present
,specification, figures; and claims, before them, other information may be
maintained in the
device identificationmemorydepending.upon the type of device, its primary
network type,
home mobile network operator, etc.
100231 In the present invention each portable.communication deyiee:101 is
thought to have
two subsystems: (1) a "WitelesS2SubsySterrir thateliables communication and
other data
applications as has become commonplace with users of cellular telephones
today, and (2) the
"secure,transactional subsyStem".which may also be: known as
the'paymentsubsystem". As
illustrated in FIG. 2, it is contemplated that the-secuter.transadtiOnal
subsS!Witi=will preferably
include a Secure Element 212, similar (if not identical) to that
described.as,patt of the .G1004
Platform 2.1.X or 2.2 (www.globalplatforriLorg). The secure elements'212. has
been implemented
as a specialized, separate physical memory used for industry common practice
Ofstoring
payment card track data used with industry common point of sale; additionally;
other,.secure.
credentials that can he stored.in'the secure element include employment badge
credentials,
(enterprise, access controls), hotel and other-card-based access systems and
tranSit credentials.
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Mobile Network Operator
100241 Each of the portable communications devices 101 is connected to-at
least one mobile
network operator 103. The mobile network operator 103 generally provides
physical
infrastructure that supports the Wireless communication services, data
applications and the secure
transactional subsystem via a plurality of cell towers that communicate With a
plurality, of
portable communication devices 1,01 within each cell tower's associated cell.
In turn, the Pa
towers may be in operable communication with the logical network. of the;
mobile network
operator 103, POTS, and the Internet to Convey the communication's and data
within the Mobile
network operator's own logical network as well as to external
networks:including those of other
mobile network operators .103. The Mobile network operators 1-
03sgenerallyprovide support for
one or more communication protocols and technologies including, but not
limited to, global
system for mobile communication (GSM), 30,. 4G, code division multiple access
(CDMA),,time
division multiPlc.access (TDMA), user datagram protocol .(UDP),Ararisrnission
control
protocol/Internet protocol (TCP/IP), SMS., general packet radio ServiCe(GPRS),
WA!', ultra wide
band (UWB), IEEE 802.16 WorldwideInteroperability-for Microwave.Access
(WiMaX),
SIP/RIP, or any of a variety Of other wireless eommunitation protedols to
tOrnmunicateVvith the
portable communication devices.
Retail Sub-system
100251 Standard:at Merchants today is an Internet Protocolconneeted payment
syStern that
allows for transaction processing of debit, credit, prepaY and gift PrOduCts,
of banks and merehant
service providers, referred to herein as a "retail subsystem'-' 101. By
swiping a magnetic, stripe
enabled card at the magnetic reader of .a Point of Sale Terminal (alsb
referted.to as a point.of sale
device or:generally as point of sale.equipment) 108, the card data
isiransferred to the point of
sale equipment 108 and' used to confirm funds by:the issuing bank.. This point
of sale equipment
108 of the retail stibsystem 108 has begun to include contactless card readers-
as acCesSorios that
allow for the payment card data to be presented over an RI7 interface, in lieu
of the magnetic
reader. The data is transferred to the readerthrough the RF interface by the
ISO 14443' standard
and proprietary payment applications like PayPass and Paywave, which transmit
the Contactless
card data from a card and in the future a mobile device that includes a
Payment Subsystem.
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100261 As is well known, a retailer's.point,of sale device 108 may be
connected to a network
via a wireleSs or wired cOnnection. This point Of sale netWork may include the
Internd in
additionto local area networks (LANs), wide area networks (WANs),,direct
connections, such as
through a universal serial bus (USB) port,,other forms of computer-readable
media, or any
combination thereof. On an interconnected set of LANs, including those based
on differing
architectures and protocols, a router acts as a link between LANs; enabling
messages' to be, sent
from one to another: In addition, communication link Within LANs typically
include, twisted
wire pair or coaxial cable, while communication links between networks may
utilize analog
telephone lines, full or fractional dedicated.digital lines includingT1, T2,
T3, and T4, Integrated
'Servicesbigital Networks (ISDNs), Digital Subscriber LineS (DSLS), wireless
links including
satellite links, or Other comrininiCatinnSlinkS.knoWntO those skilled
Jn:the:att. Furthermore,
temote,computers and other related 'electronic devices could be remotely
conneeted to,either
LANs or WANs-via a:Modern and tetnporary telephone.linIc. In esse'nee, any
communication'
method may be.used that allows information to travel between the retail
subsystem 107 and
financial services providers of a secure transactional subsystem 105 for the
purpose-of validating,
authorizing and ultimately capturing.firianciatIranSactioris at the point of
sale 108 for payment
via the.secutetransaction subsystem 105.
Secure Transactional Subsystem
100271 The syStem includes a Secure transactional subsystem 105 made up of one
.or More
financial services providers: The secure transactional subsystem 105 includes
secure elements
and associated device software for communication to managernentand
provisioning systems as
well as the customer facing interfaces for uSeand managenient of secure data
210 stored in the
secure elements of the customer's portable communication device 101.
Preferably the secure
transactiOnal subsystem 105 Will 'conform, where apptopriate,-taarr
international standard, such
as the standard defined in Global Platform 2.1.X or 2.2.
System Management Back End
100281 The system 100 of FIG. IA further includes a system management back end
109. As.
shown in FIG. 1A, the system management.back end 109 is cennected to the
retail subsystorn
107, the secure transactional subsystem 105 and toa plurality of portable
communication devices
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101 via the infrastructure of at least one mobilenetwork operatbr 103. The
system management
back end 109 has a server (300 in FIG. 3) operably comrnurfiCating with One or
mere client
devices (302-316 in FIG. 3), The server, which is shown in greaterdetail in
FIG. 3, is also in
operable communication with the retailer subsystem 107, secure
transactional.SubsyStem 105,
and one or mote portable communication devices 10_1. The communications
include data and
voice channels: Any type olvoiFe channel may he used in association with the
present
invention, including but not limited to VoIP.,
100291 The server 300 May, comprise one or more general,purpose,computerslhat
implement
the procedures andfunctfons needed to run the system hack office in serial or
in parallel on the
mine computer or across a local or wick, area network distributed on a
plurality of computers and
may even be located "in ihe cloud" (subject to the provision of sufficient
security). The
computer(s) comprising the server may be contrbIled by Linux, Windows ,
Windows CE, Unix,
or a Java based operating system, to name a feW. The system management back
end server 109
is operably associated with rriass memory that stores program code and data.
=Data may include
one or more databases,, text; spreadSheet, folder, file, or the like; that may
be 'configured to
maintain and Store a knoWledge hase, User identifiers.(ESN, IMSJ,
PIN,:telephone'liumber;
email/IM address, billinginfOrmation, or the like).
100301 The syStem management baCk end server 300-supports a care and
diagnostics
management system 320 to provide call traffic connectivity: and.distrihution
across the client
deviceS.302,316 in-theouStOmer:care -tenter. In a preferred approach uSing Vei-
IP 'voice channel
connectivity, the care and diagnostics Management system 320 is a contact/case
management
system- distributed by Contactual Inc. of Redwood City, California. The
Contactual Inc. system
is a Standard.CRM:system- for a VoIP-based Oustomet care call 'center that
also provides
flexibility to handle care issues with simultaneous payments and cellular-
related care concerns.
As would be understood by one of ordinary skill in the art having the present
specification,
drawings and claims befOre them, other case management systems may be Utilized
within the.
present invention such as Salesfarce (salesforce.com inc ofSan Francisco,
California) and Novo
(Novo Solutions, Inc. of Virginia Beach, Virginia).
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[00311 Each client computer. 302-316 associated with the system management'
back end 109
server has a network interface device, graphical user interface,,and voice
communication
capabilities that Match the voice channel(s) supported by the, client care
center server, such as
VolP. Each client computer can request status of both the cellular and secure
transactional
subsystems Of a portable communication device. This status may inelude thc
contents of the soft
memory and Core performance of portable communication device; theNFC
components,:
bascband, NFC. antenna, secure element status an&identification.
Oh Demand Diagnostics
[0032] As shown in FIG. 1B, the consumer 104 has a portable
corinnunicationdeviee 101
enabled with a secure paymentsubsysteniand has made or has tried to make a
payment at a
physical retailer's point Of Sale,device..108 (described above), which has
failed. As_ shown oh
the video display 102 of the portable communication device, thereSident-
diagnostic agent (206
in FIG. 2) has launched due to the failed transaction As Would.be:Onderswod by
those of
ordinary skill in the-art having the present-specification, drawings, and
claimsbefore them, the,
use or the failed use of a secUre.subsystein iha:portable.cOmmunicatiori &Vied
may similarly
occur (and be Similarly diagnosed) in a variety of other transactional
settings, including but not
limited to, loyalty transaction, hotel key card provisioning, transit ticket,
or any other
environnient 'to the point-of sale-described above .that has 4.keacleethat
initiatest Secure'
data transfer between_ a third party subsystem requiring information from the
portable
communication device.-toward securing approval of a..next=step, such as the
purchase
contemplated in the example of FIG. lotthe opening of -a hotel 0,6111.
[00331 The- resident diagnostic agent 206 is downloaded onto the portable
communication
device 101 to-asSist in determining the reason(s) for the failed transaction.
In the.ease of a
purchase at a physical point of sale 108 using a wireless wallet.the failure
may becaused by
problems with the retail 'subsystem, the financialservice subsystem, a
physical problem with the
pPrtable 'communication device or the RI: link established between the
Portable commuxiidatiOn
device and the point of sale device prthe link established ,between the
portable communication
device and the mobile network operator. As is presently" understood, the
retailer, the financial
service provider (e:g. card issuer) and mobile network Operator:are usually
three different entities
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andin some cases those entities may be in direct competition with one another
for all or part of a
consumer's business. As a result,. the entities are unableAO edfoperate
sufficiently to rectify
problenis With any individual transaction, especially in real time.
100341 As shown in FIG. 1B, the consumer 10.4'mayinitiate.a=diagnostic=session
by manually.
indicating that a diagnostic session should tonimence. In 'particular, FIG.
lifShOwS "YES" and
"NO" soft buttons 106 displayed on the touch screen
102..oftheillustrated.portable
communication device 101. However, as would be understoodby. thoSe.of ordinary
skill in the
art having the present SpecifiCation, drawings, and claims before them
consumer activation may
be accomplished using a variety of user interactivelechniques, all of which
are Contemplated by
the present inventiOn. If the consunier desires help witltrespect to the
fai1cdtransaction,shethay
activate the local diagnostics agent 206 by opening a "help" Screen from the
diagnostics agent
206.. The consumer may select a "Help:Me" function,.promptingthediagnostics
agent206 to (i)
gather and enerypt the &fel' conditiOrikode.as.Well as statuS inforthatiOn
frOin the Secure
payment subsystem, the Wireless subsystem (e.g. the
currentgeO:coordinateSO:the portable:
communication device (i.e. which store the secure payment device is
in),,cfate/time,=MSISDN,.
UCC ID, Secure Element ID nutriber, Card II) number, battery life
statuS,,deviee rnOCIel
number, mobile operating.syStem, firmware version) and/br the,system
management back end
application, and (ii) determine the mbstapproptiatedhannel
forAtansmitting;that data (e.g, SMS,
.MMS,email, Fr1-17, etc.)preferably in aproPrietary *Mat to the system
management back end:
100351 Under certain circumstances, defects or malfunctions inthe
point.ofsale, device may-
be the cause of thelailed fransactiOn. Therefore, it is also:desirable-for the
systerti management
back end 109 to also receive status, identification, location and
othet.infOiination,c0rrespending
to the point Of sale device 108.(referted toas POS data). However, if
thepointof saledeviee =
108 has malfunctioned such that the portable communication device 101 is
unable tO receive any
POS data from the POS device 108 itself, it is desirable to have an
alternative way to identify
known information (e.gõ serial number, or make/model).corresponding to the
particular POS
device. In oneimplethentation, the system thanagementhack end 109 may further
include a
pointof Saledatabase (322.in FIG. 3.) that stores the POS data for each
poin.tof service-device
108 in the system's network. As previously stated, the portable communication
device 104 may
include a location transceiver (e.g., GPS) that can determine the physical
coordinates of device
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on the surface of the Earth typically as a function of its latitude, longitude-
and altitude. Once the
physical .coordinates of the device 101. are known, the system can deterinine
the location:Of the
faulty point of sale device 108 as,Well,.and oneethis.locationiSknowri,,the
system management
-
back end 109 may look up the other POS,datain;the pointof.saledatabase .322.
100361 Howevo., While 'Many :geolOcatiOrt -transceivers are accurate enough
:to determine in
which .stores.the particular POS. device:108 is located, they:generally, do
nothave the precision to
determine the specific location (Witte applicable POS-deVice within the Store.
AS a solution,eadh
POS device at a given location may be provided With a sound beacon (.120 in
FIG 1B) that emits
a sound wave outside of human hearingscapabilities=thatis at least:unique to
thatPOS device
'within the 'store (and perhaps even unique to the particular POS device
globally) The
microphone of aTortakle.communication device 101 may-detect,the5Ound.wayeS and
transMit,
an audio identification signal uniquely corresponding to the-partieularIPOS
device within the
retail establishment, to the systern;Managernenchack end 109 along With any
Other failure data
detected or obtained by the communication device .101, which. may then
heusedbythecare,and
diagnostics system 320 tO deterinine the. failure ahd proVide:a-SOltition,as
ekplained herein.
100371 One of skiWin the art having the speCificationõfigUreS-and claims
_before them would
know that the sound:beacon 120-tnayhe connected to tile PO8 deviee .108(via a
OS13 or other
conneetiOri.so that the sound beacon .120 may draw power from the
POS:devite.108-.
Alternatively, the Wprid beacon120may beastandalone_devicehaving its own power
source. It
will also be understood by one ofordinary skill inthe art
tharthesound,beacon.120,may
replaced With some other unique signal generator.
.FOrexaMple,different.light,Wavesmay
correspond to different POS .devicesrl 08,and thecommunicatibn device may
detect the light
frequency Using a built-in image detettor.
[003_8] In another embodiment, the..sys;qrutiwy simply ask the end User to
manually provide
an identification for theparticular POS device 108 involved in the failed
transaction, suchas-by
phent,:ennail or SMS text. Because asking a user to manually provide this
information-may be
burdensome or cause the end user to incur additional phone :charges, many
users may clect,to
ignore the request for additional information. This is undesirable both for
the retailer as well as
the system operator. Therefore; the:retailer or operator of the yStem may
elect to-provide
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rewards, Coupons. or other promotions in exchange for the end user providing
such information
and/or feedback elating to the failed transaction.
100391 In yet another cmbodiment,.the POS device fOg may inctude an RI:
transmitter that
transmits an RI2 signal when the' device 108 is functional. Many NFC baseband
tranSteiver 214
today include aiadio-frequency (RF) field.detection unit 216 to detect the
presence of an RF
signal. If an kV signal is present, the failure is less likely to reside with
the POS device 168, and
conversely if the RF signal is not present, the failure is likely due to a
defect or malfunction in
the POS deyice, The piesence or absence of an RF signaLat the POS device 108
(referred to as
"RF presence date-) may be included with the failure data sent to the care
.and diagnosis.-system
320. Which Would decode and analyze the data, and then determine -if the
transaction failure is
likely duet a defect or malfunction in the POS device. This dctermination may
even be done.
pre-emptively,,befote the user even requests assistance.
[0040] Upon receipt of the data into the care and diagnostics system 120 of
the system
management back end 109,.the system generates an ¶8ventRecore. the' care and
diagnostics
system 320 decodes and automatically uses the reeeived-data.to 'generate, via
a ticket
Management client device 108 a new "Care Ticket" Preferably, the system
management back
end 109 will send the consumer 104 omthe pottable communication device 101,
via thernost
appropriate=COMmUnication channel, the estimated time before a "Care Agent"
Will call the
consumer and/or recommend self-help resolutions. Where sound beacon 120 is not
used (or-not
working) and the portable communication device 101 has a earriera (aSean
be.gleaned from the
Model number data sent by the diagnostic device), the system may also prompt
the consumer via
a message to take an image of the point of sale device using the on-device
camera: It is preferred
for thedialpOsticS agent 206 to antoniatically seledt the best bn-deviee
cainerd settings to captute
and transmit the image via the most appropriate channel. Upon receipt of the
image, the: system
may add the image to the "Care Ticket" that has already been established by
the ticket
management device 308 for the event, and/or utilize pre-saved Point of Sale
imagery to compare
and auto-recognize the point of sale where the transaction was made or
attempted by the
consumer. The/care and diagnostics-platform 320 of the system management back
end 109 also
obtains data from the secure payment subsystem 105, mobile network. operator
subsystem 103,
and the retailer subsystem 107 regarding the failed secure transaction.
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100411 After-the diagnostic agent .26automatically Contacts-the system
management back
end 109, the consumer may also contact the system Management back end 109 via
the
communication channel on their portable communication device 1.01. Because the
diagnostic.
-agent 206 sent infcirmation regarding the portable coffin-limitation 'device
101, the; system will
preferably be able to automatically correlate the open Care Tioleftenerated.by
the ticket
management device 3Q8 with the portable communication device 101.
[00421 Once the information that can be gathered about the failure event has
been gathered, a,
human care agent would review the Care tieket,yialhecara management software
and contact the
consumer:on .her portable communication&Vice: 161. .Once-cOntactis
established, the:human
-care agent will guide the consumer through the deductive reseltitionprocess-
.uSing the,
information received in conjunction with the system management back end
knowledge database
= 306. The deductive resolution proceSS-eontinuesbetWeen-the tate agent and
the consurrier Until
the issue is reScilVed.. Upon resolution of the iSsue,.the:Care Ticket -as
well aS:a Knowledge
Library generated by the knowledgedatabase -Aµ6are updated based
oniheinforrnatiorrgathere&
in.this call.
100431 In one embodiment of the invention,.ifafter carrying
outtheforegeing:process(es) the
issue remains unresolved, then the person operating the cash register (o-
rImanager, or some
Other.anproptiateperson-emplciyed by the Merchant), May-be'proyided With the
option of
.securely 'sending the available transaction;datadirectlyto the applicable
financial .service
provider 105,. in,this'situatiOn, thelransactiOn failureiS'-likely,tO be:due
to a Malfunction in the
NFC/RFIL) conneetion. So_whilethe POS-deViee 108 .Wasitiriableitp.obtain the
bank Ip from the
portablecommunication deyice:101i, theretailer will likely have.the other
relevant transaction
data (i.e.; transaction amount; retailer ID and tralfsaetibh4,:afid can
Send!that aVailable data to
the secure transactional 'subsystem -105. (either directly or indirectly via
the -system management:
back end 109). On the other hand; while the portable communication device may
not have
received the transaction data normally obtained from the POS:device-.108,, the
end user will have
the applicable bank JD information. In this embodiment, the end:user-can-send
hiSnr her bank
ID information via the portable communication device .101 to financial service
provider viasati
SMS tekt message, an email message, through a Web browser, or
otheriviseyialheinternot.
Once the financial service provider 105 has received:the required'data from.
both the retailer and
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from the end user, it may then send a transaction link back to the end user,
allowing the end user
to carry out an alternative electronic wallet transaction that does not
require a functioning NFC
(or RFID as applicable) connection between the portable communication device
101 and the
point of sale device 108. Such an alternative electronic wallet transaction is
described in co-
pending U.S. Patent Application No. 61/556,179, entitled "System and Method
for Increasing
Security in Internet Transactions" filed on November 5,2011, which is fully
incorporated into
this application by reference.
100441 In
sorne instances the consumer may initiate a help session Via a voice-call by
dialing a
care help numberwithout first initiating the diagnostics agent 206. Perhaps
the consumer wants
to speak with a live agent first or perhaps the consumer is not comfortable
uSing,the diagnostic.
agent 206. The call may directly connect or be rerouted to a live agent via
the System. Upon
receipt of the:call into the care and diagnostics platform 320, the:syStern
generates an "Event
Record" and "Care Ticket": Based On the caller identifieation nurriber
associated with the
telephone call, the system management back end 109 would then initiate
communications with
the diagnostics agent 206 installed on the consumer's portable communication
device 101 using
the appropriate communication channel (e.g. e.g, SMS, MM$, HTTP,=Secute-
Sockets, and
email). In an example, where the portable communication device 101 is GSM
3G:based, there
may also be support for simultaneous Voice and data sessions available
particularly from certain
mobile network operators 103. In the case of ,a CDMA 3G based device, the
users could receive
a message while they are in voice session since simultaneous voice and data
sessions arc not
supported (Vcrizon). The diagnostic agent-206 will gather the same information-
described:in-the
foregoing paragraph for use in the-system management back end 109 in
diagnosing the failure.
Of course, in the event that communications cannot be opened with the
diagnostics agent 206 on
the consumer's portable communication device 101:the care agent may direct the
consumer to
open the diagnostic agent manually and/or navigate to the "Help" screen of the
cliagnoStic agent
and select the "I MI? Me" function:manually, which should resultin the
gathering and
transmission of data to the system management back end 109, as discussed
above. The call
would follow along much the same lines as the call initiated by the diagnostic
agent 206.
[00451 The foregoing description and drawings merely explain and illustrate
the invention and
the invention is not limited thereto. While the specification is described in
relation to certain
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implementation or embodiments, many details are set forth forth e purpose of
illustration: Thus,
the foregoing merely illustrates the principles of the invehtion. For example,
the inventiOn may
have other .specific forms without departing from its spirit or essential
characteristic. The
described arrangements are illustrative and not restrictive. To thosp'skilled
in the art, the
inventien is susceptible to additional implementations or embodiments and
certain of these
details described in this application may be varied considerably without
departingfrom the basic
principles of the invention. It- will thus be appreciated that those skilled
in the art will be able to
devise various arrangements which, although not explicitly described or shown
herein, embody
the principles of the invention and, thus, withinits scope and spirfi.
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