Note: Descriptions are shown in the official language in which they were submitted.
CA 02869100 2014-10-29
,
,
CALL INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT
ON A MOBILE DEVICE
Background
' [0001] Current methods for handling customer self-support calls often
require a
call to a call center and retrieval of data from a network. For example, a
subscriber may
dial from their mobile device a customer support number, such as "611" or
"133." Once
the subscriber dials the customer support number, an automated system may
answer the
call and provide the subscriber with a menu of options. The subscriber selects
options
from the menu by pressing buttons on the mobile device or through voice
recognition
software. Once the subscriber requests data by selecting an option, the
automated
system retrieves the data from a network and delivers the data to the
subscriber over the
mobile device. Alternatively, a third party application, such as PocketThis,
may
independently provide content from the network to a mobile device via SMS
(Short
Message Service) or WAP (Wireless Application Protocol) push.
[0002] Problems are associated with current implementations of
customer
self-support for mobile devices. Existing systems rely on the use of an
external
network to provide data to the subscriber. The use of an external network for
customer
self-support can consume a large amount of bandwidth, congest the network,
provide
for slower customer response times, and lead to increased costs for the mobile
device
carrier. In addition, the use of an automated system with multiple options can
result in
longer call wait times, increased call costs for the mobile carrier and
customer, and lost
customers due to the longer call wait times.
Brief Descriptions of the Drawings
[0003] Figure 1 is a schematic diagram illustrating a mobile
device on which call
intercept methods and customer self-support can be implemented.
[0004] Figure 2 is a schematic diagram illustrating a system architecture for
implementing call intercept methods and customer self-support.
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CA 02869100 2014-10-29
[0005] Figure 3 is a schematic diagram illustrating a system architecture for
the
network-based services and the mobile device of Figure 2.
[0006] Figure 4 is a schematic diagram illustrating the architecture for the
mobile
device of Figure 1.
[0007] Figure 5 is a diagram illustrating a display on the mobile device for
locally
providing customer support.
[0008] Figure 6A is a flow diagram illustrating a basic routine for
intercepting and
redirecting a customer service support call at the mobile device.
[0009] Figure 6B is a flow diagram illustrating a detailed routine for
intercepting and
redirecting a customer service support call at the mobile device.
[0010] Figure 7 is a flow diagram illustrating a routine for intercepting and
redirecting a call after it has connected to a customer support call center.
[0011] Figure 8A is a flow diagram illustrating a software routine for
executing call
intercept methods.
[0012] Figure 8B is a flow diagram illustrating a routine for notifying
customer
support to call the subscriber back during heavy call volumes.
[0013] Figure 8C is a flow diagram illustrating a routine for accessing a
solution to a
customer support issue.
[0014] Figure 8D is a flow diagram illustrating a routine for altering display
elements
on the mobile device.
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CA 02869100 2014-10-29
[0015] Figure 9 is a diagram illustrating a routine for SIM (Subscriber
Identity
Module) unlocking on a mobile device.
[0016] Figures 10A through 10C illustrate how the mobile device application
can
automatically detect and correct for roaming on the subscriber's mobile
device.
[0017] Figures 11A through 11C illustrate three different levels of service
for three
different groups of subscribers.
[0018] Figures 12A and 12B illustrate context-sensitive assistance based on
events.
[0019] Figure 13 is a flow diagram illustrating various applications running
on the
mobile device that interact with the call intercept function.
[0020] Figure 14 is a schematic diagram illustrating remote activation of a
mobile
device application.
[0021] Figure 15A is a flow diagram illustrating a call routing system for
mobile
device based customer support.
[0022] Figure 15B is a flow diagram illustrating various options for providing
customer support locally on the mobile device using a mobile device
application.
[0023] Figure 16 is a flow diagram illustrating a routine for communicating
data
between a network and a mobile device.
[0024] Figure 17A is a flow diagram illustrating a routine for communicating
data
between a network and a mobile device using WAP (Wireless Application
Protocol)
push.
[0025] Figure 17B is a flow diagram illustrating a routine for communicating
data
3
CA 02869100 2014-10-29
. ..
between a network and a mobile device via a SIM (Subscriber Identity Module)
card.
[0026] Figure 18 is a flow diagram illustrating a routine for intercepting and
redirecting a customer service support call from the mobile device using the
call
control capabilities of the SIM/USIM (Universal Subscriber Identity Module).
[0027] Figure 19 is a diagram illustrating a display for remotely monitoring
and
collecting data related to the subscriber's mobile device.
[0028] Figure 20 is a mobile device display screen illustrating a proactive
notification message to a subscriber regarding network changes.
[0029] Figures 21A through 21F illustrate a method for locally verifying on
the
mobile device if a subscriber is eligible for an advertised promotion.
[0030] Figure 22 is a block diagram illustrating an alternative embodiment
where the
mobile device communicates with remote devices.
[0031] Figure 23 is a diagram illustrating a context-sensitive screen for
assisting
users.
[0032] Figure 24 is a diagram illustrating a display for remotely monitoring
and
collecting data related to the subscriber's mobile device.
[0033] The headings provided herein are for convenience only and do not
necessarily
affect the scope or meaning of the claimed invention.
[0034] In the drawings, the same reference numbers and acronyms identify
elements
or acts with the same or similar functionality for ease of understanding and
convenience. To easily identify the discussion of any particular element or
act, the
most significant digit or digits in a reference number refer to the Figure
number in
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CA 02869100 2014-10-29
which that element is first introduced (e.g., element 1104 is first introduced
and
discussed with respect to Figure 11).
[0035] A portion of this disclosure contains material to which a claim for
copyright is
made. The copyright owner has no objection to the facsimile reproduction by
anyone
of the patent document or patent disclosure (including the Figures) as it
appears in the
Patent and Trademark Office patent file or records, but the copyright owner
reserves all
other copyright rights whatsoever.
Detailed Description
[0036] The invention will now be described with respect to various
embodiments.
The following description provides specific details for a thorough
understanding of,
and enabling description for, these embodiments of the invention. However, one
skilled in the art will understand that the invention may be practiced without
these
details. In other instances, well-known structures and functions have not been
shown
or described in detail to avoid unnecessarily obscuring the description of the
embodiments of the invention.
[0037] It is intended that the terminology used in the description presented
below be
interpreted in its broadest reasonable manner, even though it is being used in
conjunction with a detailed description of certain specific embodiments of the
invention. Certain terms may even be emphasized below; however, any
terminology
intended to be interpreted in any restricted manner will be overtly and
specifically
defined as such in this Detailed Description section.
[0038] A method for locally intercepting calls from a mobile device for
providing
enhanced services such as customer self-support is disclosed. Subscribers may
dial one
or more predetermined numbers on their respective mobile device. Software on
the
mobile device determines whether the number corresponds to one of the
predetermined
numbers (such as a customer support number). The phone may intercept the call
when
the number is dialed, after the call has gone through, while the call is on
hold, etc. If the
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CA 02869100 2014-10-29
number dialed matches a number corresponding to e.g. a customer support
service
number, then the mobile device interrupts the attempted call and displays a
list of
potential solutions to the subscriber's problems on the mobile device. The
list of
potential solutions is stored locally on the mobile device itself and not on
the network.
Each solution can be a combination of step by step procedures for the
subscriber to
perform, information and graphics, multiple executables that access and alter
data on
the phone, multiple executables that access and alter data on the carrier
network or on a
remote Internet server, or others.
[0039] Figure 1 illustrates a mobile device 100 on which call intercept
methods and
customer self-support can be implemented in accordance with several
embodiments of
the invention. A receiver/demodulator 104 receives a transmitted signal via an
antenna
102 and reconstructs the original transmitted signal. The transmitted signal
is sent to a
microcontroller 106, which consists of a decoder 108, a processor 112, and RAM
(Random Access Memory) 114. The decoder 108 translates the signals into
meaningful data and interfaces to other devices. Decoded data, along with
subscriber
inputs 110, are sent to the processor 112. In addition, the mobile device may
include
optional components, such as an automated data collection 120 unit linked to
the
processor 112, which can include an automated RFID (Radio Frequency
Identification)
tag reader, a magnetic card swipe reader, a bar code reader, and others.
Additionally,
or alternatively, the mobile device may include a biometric reader (e.g.,
thumbprint
reader, voice fingerprint recognition functionality, etc.), and/or a media
output device
(e.g., MP3 player, television tuner/player, etc.) 120. The mobile device may
also
include a subscriber identity module (SIM) 122. The output of the processor
112 can
be stored in a programmable non-volatile memory 116 or in the RAM memory 118.
[0040] Figure 2 illustrates a system architecture for implementing call
intercept
methods and customer self-support. The system architecture includes three
components: handset-based services 200, the mobile device 100, and network-
based
services 204. Figure 1 and the discussion herein provide a brief, general
description of
a suitable telecommunications or computing environment in which the invention
can
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CA 02869100 2014-10-29
be implemented. Although not required, aspects of the invention are described
in the
general context of computer-executable instructions, such as routines executed
by a
general-purpose computer, e.g., mobile device, a server computer, or personal
computer. Those skilled in the relevant art will appreciate that the invention
can be
practiced with other communications, data processing, or computer system
configurations, including: Internet appliances, hand-held devices (including
personal
digital assistants (PDAs)), wearable computers, all manner of cellular or
mobile
phones, multi-processor systems, microprocessor-based or programmable consumer
electronics, set-top boxes, network PCs, mini-computers, mainframe computers,
and
the like. Indeed, the terms "computer," "host," and "host computer," and
"mobile
device" and "handset" are generally used interchangeably herein, and refer to
any of
the above devices and systems, as well as any data processor.
100411 Aspects of the invention can be embodied in a special purpose computing
device or data processor that is specifically programmed, configured, or
constructed to
perform one or more of the computer-executable instructions explained in
detail herein.
Aspects of the invention may also be practiced in distributed computing
environments
where tasks or modules are performed by remote processing devices, which are
linked
through a communications network, such as a Local Area Network (LAN), Wide
Area
Network (WAN), or the Internet. In a distributed computing environment,
program
modules may be located in both local and remote memory storage devices.
[0042] Aspects of the invention may be stored or distributed on computer-
readable
media, including magnetically or optically readable computer discs, hard-wired
or
preprogrammed chips (e.g., EEPROM semiconductor chips), nanotechnology
memory, biological memory, or other data storage media. Indeed, computer
implemented instructions, data structures, screen displays, and other data
under aspects
of the invention may be distributed over the Internet or over other networks
(including
wireless networks), on a propagated signal on a propagation medium (e.g., an
electromagnetic wave(s), a sound wave, etc.) over a period of time, or they
may be
provided on any analog or digital network (packet switched, circuit switched,
or other
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CA 02869100 2014-10-29
scheme). Those skilled in the relevant art will recognize that portions of the
invention
reside on a server computer, while corresponding portions reside on a client
computer
such as a mobile or portable device, and thus, while certain hardware
platforms are
described herein, aspects of the invention are equally applicable to nodes on
a network.
In an alternative embodiment, the mobile device or portable device may
represent the
server portion, while the server may represent the client portion.
[0043] The handset-based services 200 may include executable software,
software
configurations, hardware configurations and controls, and handset operating
system
interfaces. As disclosed herein, executable software may include, without
limitation,
any software program stored on the mobile device or associated memory device,
both
permanently and temporarily connected via hardware or wireless connectivity.
The
mobile device 100 may include an authentication system 208 (e.g., via a SIM),
a
hardware interface 210, a report system 212, a script interface 214, a script
platform
216, data 218, and scripts 220. The network-based services 204 may include a
network
or networks 206, mobile network services 222, a mobile network operator
customer
service system 224, a host information management system 226, updated scripts
228,
and report data 230. The components of the mobile device 100 and the network-
based
services 204 will be described below.
[0044] The components within the mobile device 100 allow the device to
integrate
both handset-based services 200 and network-based services 204. The
authentication
system 208 can implement SIM (Subscriber Identity Module) card-based or
standalone
authentication to meet network requirements for desired levels of security.
Authenticating a system to meet network requirements may not be required but
is often
recommended.
[0045] The hardware interface 210 may retrieve hardware interface elements
required for interfacing with network or phone-based customer support
services.
Examples of hardware interface elements include changing volume, changing
frequency, retrieving SIM (Subscriber Identity Module) ID, connection status
from the
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CA 02869100 2014-10-29
SIM or radio hardware, and others. The report system 212 may collect and
forward the
data reported by the mobile device to the network 206. The report system 212
can also
encrypt the handset identification information to provide increased security.
The
information can be encoded so that only the host information management system
226
can decipher the handset identification information.
[0046] The script interface 214 serves as a standard application programming
interface for customer support services. More specifically, the script
interface 214
provides an interface between scripts 220 and the various hardware-specific
and
executable, program-specific functions. The script interface 214 allows a
single
customer service script to be deployed across multiple operating systems and
hardware
configurations. In addition, the script interface 214 includes a standard API
(Application Programming Interface) for both the hardware/OS side and the
script
interface.
[0047] The script platform 216 can mix and match calls through the script
interface
to acquire information, to change or correct settings on the phone, and to
perform
additional functions as described below. The script platform 216
authenticates, runs,
and updates all scripts 220, manages reporting updates and changes,
communicates
with the host information management system 226, communicates with the GUI
(Graphical User Interface), and manages customer surveys and interviews. The
host
information management system 226 can push a notification to the script
platform 216
via USSD (Unstructured Supplementary Services Data), SMS (Short Message
Service), IP (Internet Protocol), or any other network connectivity that the
mobile
device supports. The script platform 216 can run the scripts 220 after
authentication,
and the scripts 220 can be authenticated to the network 206 or to the phone.
[0048] The components within the network-based services 204 allow the mobile
device 100 to communicate with and to retrieve data from the network 206. The
network-based services 204 may include wired and wireless systems. The mobile
network services 222 may consist of one or more systems including billing, CRM
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CA 02869100 2014-10-29
(Customer Relationship Management), provisioning, and others. Furthermore,
mobile
network services 222 are able to return data calls made by mobile devices via
standard
network protocols (e.g., IP, DTMF (Dual-Tone Multi-Frequency), SMS, USSD,
etc.).
[0049] The mobile network operator customer service system 224 may also
consist
of one or more systems relating to customer service, including billing, CRM,
provisioning, and others. The host information management system 226 controls
interactions between the mobile device and the host customer support system.
The host
information management system 226 can transmit updates to the mobile device.
The
mobile device typically employs a unique handset ID or serial number, and a
mobile
phone number. The report data 230 provides storage for report information
gathered
from the mobile device. The updated scripts 228 consist of scripts that the
host
customer support system provides to the mobile device. The updated scripts 228
can be
managed and versioned as desired by the host information management system
226,
can be targeted at specific subscribers or groups of subscribers, and can
include
requests for reports and customer interview surveys.
[0050] Figure 3 illustrates a system architecture for the network-based
services 204
and the mobile device 100. The network-based services 204 include a call
center
system 304, device data 306, subscriber experience data 308, and a
provisioning agent
310. The call center system 304 may be part of a customer care system 326, the
device
data 306 may be part of a performance management system 328, and the
subscriber
experience data 308 may be part of a business intelligence system 330. The
call center
system 304 can manage settings remotely and can collect data OTA (over the
air) from
the mobile device 100 without asking the subscriber for permission. The call
center
system 304 can also automatically collect device data (e.g., handset ID and
mobile
phone number) 306 and subscriber experience data (e.g., the nature of the
customer
service problems) 308 from the mobile device 100. The device data 306 and the
subscriber experience data 308 may be integrated into network-based services
or used
standalone.
CA 02869100 2014-10-29
[0051] The provisioning agent 310 interacts with the updated scripts 228 and
report
data 230. The provisioning agent collects report data 230 associated with the
device
data 306 and subscriber experience data 308 from the mobile device 100. The
provisioning agent also corrects subscriber problems in real-time by
transmitting
appropriate scripts to the mobile device 100. The transmission of scripts to,
and the
collection of data from, the mobile device 100 may be hosted within the
network or
externally. In addition, the updated scripts 228 and the report data 306 may
be stored in
an SQL (Structured Query Language) database 324.
[0052] The mobile device 100 may include a rendering platform 312 (e.g.,
implemented in C++), an optional UT (User Interface) server 314, a client 316,
and a
script interface 214. The client 316 generates reports containing subscriber
data and
transmits the reports to the network-based services 204. The client 316
receives scripts
320 from the network-based services 204 that can correct subscriber problems.
The
script interface 214 allows a single script to be executed by multiple
operating systems
and hardware configurations. In addition, the mobile device 100 may also
include an
OS (Operating System) 318, specific OEM (Original Equipment Manufacturer) 322,
and device hardware 320.
[0053] Figure 4 illustrates the architecture for the mobile device 100. The
rendering
platform 312, the UI server 314, and a script processor 406 handle or are
involved in
handling operator specific scripts 400. Operator specific scripts 400 may
include
scripts pertaining to billing information, bill payment, forwarding calls,
setting up an
online photo album, and others, including those specific to a wireless service
provider
(such as those providing a preferred user interface). The OS native engine
408, which
includes a scripts database 410 and a reports database 412, utilizes OS
specific code
402. The script interface 214 utilizes handset specific code 404. Handset
specific code
404 may also be applied to a SIM 414, an OS 318, specific OEM 322, and handset
hardware 320.
[0054] Figure 5 illustrates a display 504 on the mobile device 100 for locally
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CA 02869100 2014-10-29
. ..
providing customer support. Referring to Figure 5 (and other screen displays),
representative phone or computer displays, or web pages, are shown for
performing
certain tasks described herein. The screens provide facilities to receive
input data, such
as a form with field(s) to be filled in, menu selections, pull-down menus or
entries
allowing one or more of several options to be selected, buttons, sliders,
hypertext links
or other known user interface tools for receiving user input. While certain
ways of
displaying information to users is shown and described with respect to certain
Figures,
those skilled in the relevant art will recognize that various other
alternatives may be
employed. The terms "screen," "web page" and "page" are generally used
interchangeably herein.
[0055] The screens may be stored as display descriptions, graphical user
interfaces,
or other methods of depicting information on a computer screen (e.g.,
commands,
links, fonts, colors, layout, sizes and relative positions, and the like),
where the layout
and information or content to be displayed on the page is stored in a
database. In
general, a "link" refers to any resource locator identifying a resource on a
network,
such as a display description provided by an organization having a site or
node on the
network. A "display description," as generally used herein, refers to any
method of
automatically displaying information on a computer screen in any of the above-
noted
formats, as well as other formats, such as email or character/code-based
formats,
algorithm-based formats (e.g., vector generated), Flash format, or matrix or
bit-mapped
formats.
[0056] A subscriber may access the display 504 on a screen 502 by dialing a
customer support number, such as "611." The display 504 automatically provides
the
subscriber with a list of top issues or questions 500, which may answer common
customer support questions. Subscribers can scroll down on the display 504
using a
more options button 508 to view additional issues. Subscribers can select an
issue from
the list using a select button 506. Selecting an issue allows the mobile
device 100 to
retrieve relevant data from the local, programmable non-volatile memory 116.
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CA 02869100 2014-10-29
[0057] Figure 6A illustrates the basic routine for intercepting and
redirecting a
customer service support call at the mobile device. In block 602, a subscriber
dials a
customer service support number, such as "611," to access a customer support
call
center. The subscriber's mobile device determines locally if the number dialed
matches
a number stored on the mobile device (block 604). If the number matches, then
the
mobile device locally intercepts the customer service support call at the
mobile device
and performs actions at the mobile device (block 608), as described below. In
one
embodiment, the mobile device may intercept the incoming call and display
locally
stored content (e.g., series of help screens), or launch a browser to a
predetermined
webpage via a network connection. If the number does not match, then the
mobile
device allows the call to be completed to a call center (block 606).
[0058] Figure 6B illustrates a detailed routine 600 for intercepting and
redirecting a
customer service support call at the mobile device 100. In block 610, a
subscriber dials
a customer service support number to access a customer support call center.
The
mobile device 100 determines if the subscriber's call should be locally
intercepted and
redirected to a mobile device application running on the mobile device or
allowed to
continue without redirection (block 612). The mobile device 100 determines if
the
number dialed matches a number stored locally in a table. If the number
matches, then
the call is intercepted. If the subscriber's call is allowed to continue
without redirection
(block 614), then the call center determines whether more items need to be
processed
(block 616). If more items need to be processed, then the call center directs
the
subscriber's call to block 612 to process the call and to determine if the
call should be
intercepted. If no more items need to be processed, then the subscriber's call
ends
(block 618).
[0059] If the mobile device 100 determines that the subscriber's call should
be
intercepted at block 612, then the call, along with access information
required to route a
message to the mobile device, is directed to the mobile device application
running on
the subscriber's mobile device (block 620). In one embodiment, the mobile
device
could play sounds or show a dialog on the display to indicate that a call has
been
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CA 02869100 2014-10-29
intercepted. The mobile device application routes a signaling message,
indicating that
the subscriber's call has been intercepted, to the customer support call
center via
network signaling technologies such as SMS or USSD. In block 628, the mobile
device 100 receives and processes any signaling message from the mobile device
application. The mobile device may also receive certain customer self-support
data
from the network. In block 622, a customer support session begins on the
subscriber's
mobile device using locally stored data received from the mobile device
application.
The mobile device may use a variety of technologies to display and respond to
the
customer support issue in question. In block 624, the mobile device addresses
the
subscriber's support issue locally, as described below. In an alternative
embodiment,
the mobile device retrieves data or scripts from the network to address the
subscriber's
support issue, as noted above (block 626).
[0060] In an alternative embodiment, the call center determines if the
subscriber's
call should be intercepted and directs the call accordingly. The call center
may utilize
an IVRS (Interactive Voice Recognition System) to communicate with the
subscriber.
If the call center determines that the call should not be intercepted, then
the call is
allowed to continue through the call center for processing (block 614). If the
call center
determines that the call should be intercepted, then the call is redirected
back to the
mobile device for local processing (block 620).
[0061] A customer support call may be intercepted before connecting to a call
center,
as illustrated in Figure 6A. A customer support call may also be intercepted
and
redirected after it has established a connection to the call center. Figure 7
illustrates a
routine for intercepting and redirecting a call after it has connected to a
customer
support call center. In block 701, a subscriber calls a customer support call
center from
his or her mobile device. The call connects to the call center, and the mobile
device
determines if the call should be intercepted (block 702). If the mobile device
determines that the call should not be intercepted, then the call is allowed
to continue to
normal call center processing (block 704). If the mobile device determines
that the call
should be intercepted, then the call is redirected or rerouted back to the
mobile device
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CA 02869100 2014-10-29
(block 706), where the mobile device displays a list of potential solutions to
the
subscriber's problems (block 708). Thus, a voice call is converted in to an
action on the
mobile device. The rerouting can be done by call center software rerouting the
call
back, or a proxy call center (Figure 14) reacting to an inbound call with a
device push.
[0062] Figures 8A through 8D illustrate a software routine for executing call
intercept methods and related functionality. The software routine can be
stored within
the memory 116 of the mobile device 100. In block 800 of Figure 8A, the mobile
device locally receives an entered phone number, such as one for a customer
service
support call. The mobile device determines if the entered number matches an
existing
customer support number (block 802). This determination can be made by
comparing
the entered number with a list of recognized customer support numbers stored
on the
mobile device. If the entered number does not match, then the subscriber's
call
continues. If the entered number matches an existing number stored on the
mobile
device, then the mobile device intercepts and redirects the call to a process
locally
stored on the mobile device (block 804). A message indicating that the call
has been
intercepted may be displayed on the mobile device. The mobile device displays
a list
of potential solutions to the subscriber's problems on the mobile device
(block 806),
and may also display instructions for selecting potential solutions (block
808), as
described herein.
[0063] Figure 8B now shows a subroutine for notifying the subscriber of heavy
customer support call volumes. After a subscriber calls a customer support
call center,
the subscriber's mobile device can approximate and display the wait time for
voice
connection with a customer service representative (block 810). In one
embodiment,
the mobile device can approximate the wait time based on a formula that
accounts for
time. In an alternative embodiment, the mobile device can approximate the wait
time
using information queried from the network. The wait time may be displayed on
the
mobile device to discourage the subscriber from completing the call and to use
the
customer self-support functionality on the mobile device instead. In yet
another
embodiment, the mobile device may not determine or display the wait time at
all.
CA 02869100 2014-10-29
. .
[0064] The mobile device may intercept the customer support call and prompt
the
subscriber to automatically send a message to the customer support call center
to call
back at a later time (block 812). If the subscriber elects to send a message
to the
customer support call center to call back at a later time, then the
subscriber's request for
customer support is placed into a queue for the call center to return a call
when call
volumes permit (block 820). The message may be in the form of an e-mail, SMS,
IP, or
others. The message may contain customer-related information (e.g., phone
number,
name, potential questions, etc.). The subscriber may use the mobile device as
usual
after sending the message to the customer support call center. The mobile
device may
track the requested call, and the subscriber may cancel the request if he or
she finds a
solution locally on the mobile device.
[0065] If the subscriber elects not to send a message to the customer support
call
center to call back at a later time, then the mobile device may provide the
option to send
a message later on (block 814) using a display element on the display (block
816). If
the subscriber selects the display element on the display, then the message
will be
transmitted to the call center requesting a call-back.
[0066] In one embodiment, the mobile device could record all of the actions
performed by the user, whereby after completing all of the help screens on the
mobile
device, the mobile device could place a call to a zero wait queue at the
customer care
center and provide all of the keystrokes or other information from the mobile
device to
the customer care representative. In this way, the customer care
representative will be
apprised of what the subscriber has done and needs help with. This may be in
conjunction with the mobile device previously sending out a request message to
the
customer care center, and then receiving a special number, such as a 36-digit
number,
to be used to access the zero wait queue and to initiate a help ticket for the
customer
care center.
[0067] Continuing to Figure 8C, a subroutine for accessing a solution to a
customer
support issue begins where the subscriber selects a solution to a customer
support issue
16
CA 02869100 2014-10-29
on the mobile device (block 822). If a security code is not required to access
the
solution on the device (block 824), then the mobile device provides the
selected
solution, which may be implemented on the device itself (block 832). The
selected
solution may involve step-by-step procedures or screens, informational
graphics, a
video and/or audio clip, multiple executables for data on the mobile device,
multiple
executables for data on the network or remote server, or others. After the
mobile
device provides access to and implements the selected solution, the device may
locally
or remotely store information related to the subscriber's selected solution
(block 834).
[0068] In block 824, if a security code is required to access the selected
solution, then
the mobile device may prompt the subscriber to enter the security code to
access the
selected solution (block 826). If the security code is incorrect, then the
mobile device
will deny access to the selected solution (block 830). If the security code is
correct
(block 828), then the mobile device will provide access to the selected
solution and
may implement the solution (block 832). An example of this is provided below
with
respect to Figures 9A and 9B.
[0069] Figure 8D now illustrates a subroutine for altering display elements on
the
mobile device. If a subscriber selects an option to change the display
appearance on the
mobile device (block 836), then the mobile device provides the subscriber with
options
to alter the appearance of the display (e.g., brand name, shading layers,
multiple time
zones, status of mobile device, status of network, etc. ¨ block 838). This is
one
example of facilitating user configuration of the device ¨ many others are
possible.
[0070] The mobile device may also check to see if new or updated information
is
available for the mobile device (block 840). For example, information can
refer to
scripts or other software executables that can be downloaded from the network
to the
mobile device. If new information is available, then the mobile device
downloads and
installs the information (block 842). If new information is not available,
then the phone
proceeds to receiving and processing a dialed number once again.
17
CA 02869100 2014-10-29
. , .
[0071] Changing the display appearance on the mobile device may include
superimposing branding on the mobile device's wallpaper, displaying two time
zones
when the mobile device recognizes transition to a new time zone, and others,
as
described below. The mobile device can display a ticker across the top of the
screen
that says, e.g.,: "Welcome to customer care: the average wait time is five
minutes. You
may now look at the screen below to help resolve problems or answer questions
more
quickly." Also, the mobile device may provide audio feedback or audio scripts,
such as
the ringing of a call or the sound of a pickup, and a voice script that
provides the same
information as provided in the ticker. This can then take the place of the
actual placing
of a call. Similar audio scripts may be provided to mimic the calling to and
answering
by a customer support call center.
[0072] One example of a common customer support call is to retrieve the SIM
(Subscriber Identity Module) unlock code. Figures 9A and 9B illustrate
suitable
screens to help a user in unlocking a SIM on a mobile device. Portion 900 of
Figure 9A
explains that the SIM is locked. The display 504 on the mobile device may
prompt the
subscriber to enter a code to unlock the SIM portion (902). If the subscriber
indicates
that he or she has forgotten the code (e.g., provides input to a screen
portion - 904), then
the mobile device may prompt the subscriber for alternate information to
decrypt the
SIM unlock code stored on the mobile device portion (906) of Figure 9B. For
example,
the alternate information may be an answer to a question which here is the
name of the
subscriber's dog (908). Entering the correct name will unlock the SIM by
selecting an
"unlock" option after entering the correct answer (910).
[0073] Figures 10A-10C are examples of mobile device screen displays
communicating automated updates to a subscriber and responding to a network
event.
Referring to Figures 10A-10C, one example of how software described above
operating on the mobile device 100 can automatically update functions on the
phone is
shown. As shown in Figure 10A, an upper portion 1002 of the mobile device
display
504 displays a name of a service provider "Vector Mobile", but as the mobile
device
roams across a network boundary, software on the mobile device receives
messages
18
CA 02869100 2014-10-29
from a new network. As the mobile device receives registration messages from a
new
network service provider, "MarquisCom," the device registers for voice service
on the
new network, and displays the name of the new network in the upper portion, as
shown
at 1004 of Figure 10B. Further, the phone automatically establishes a correct
access
point name (APN) from preferred roaming partners of the subscriber's service
provider,
and the subscriber can continue to access data applications. In one
embodiment, the
mobile device application could detect roaming on a "611" call and call a toll
free
number to contact the subscriber's home call center for answering service
question
calls. This would allow the subscriber or wireless service provider to avoid
additional
fees. Further, the phone may automatically offer to change the phone's local
clock
time, add proper country codes to phone numbers in the mobile device's address
book/speed dial list, and so forth, as shown in Figure 10C. Overall, the
scripts running
on the mobile device not only detect network availability and status, but also
device
settings and configuration to automatically react to application errors. In
this manner,
the mobile device may capture subscriber activities and create standardized,
scriptable
functions that can be combined to create a context-sensitive service.
[0074] The service provider may also provide levels of service to different
groups of
subscribers. For example, Figures 11A, 11B, and 11C show examples of display
screens provided to a basic customer, a high average revenue per unit (ARPU)
customer, and an enterprise customer, respectively. With the example of Figure
11A,
the service provider can control the experience provided to the subscriber to
minimize
customer care costs while delivering high user experience, as noted herein. As
shown
in an upper portion 1102 of the screen of Figure 11A, the user's name "Marie
Pascal"
and associated phone number are displayed, along with her current balance,
expiration
date of purchased minutes, last time minutes were topped up, number of minutes
used,
and number of messages used. A lower portion 1104 provides some common
functions
the subscriber may wish to perform, such as topping up a number of minutes
now,
accessing games or other desirable subscriber features (such as ring tones),
an entry
point into a series of help options, as well as an opportunity to purchase
offerings from
the service provider.
19
CA 02869100 2014-10-29
[0075] Under a mezzanine level of service (depicted in Figure 11B), the
service
provider can enhance the high ARPU subscriber experience by providing premium
service access, with integrated vendor support. Call backs can be scheduled
from a
customer service call center, and any service calls can be automatically
routed to a
premium support group or to a head of any queue. An upper screen portion 1106
depicts a chart showing used and allowed voice minutes, SMS messages, and
kilobytes
of data, while a lower portion 1108 depicts options for such a premium
subscriber to
access his or her billing records, to automatically speak to a premium
customer support
representative, to access concierge services, as well as to view upcoming
events for
premium subscribers.
[0076] Figure 11C extends subscriber experiences to enterprise customers by
allowing enterprise customers to have customized offerings and to allow for
enterprise
applications and vendor support. Enterprise specific services may be provided
along
with integration to the enterprise's help desk. As shown in Figure 11C, an
upper
portion 1110 indicates certain enterprise functionality as being enabled, in
this case,
that Call Forwarding is on. A middle portion 1112 allows the enterprise
subscriber to
configure data to services, configure voice options, access a list of help or
"teach me
how" topics, and access a menu of item/services to purchase. A lower portion
1114
provides the enterprise subscriber with e-mail, voice mail, and data service
support.
Thus, the middle portion 1112 of the screen is carrier related, while and the
lower
portion 1114 is enterprise related (e.g., telling a subscriber how to
implement
voicemail).
[0077] Overall, data displayed in the screens of Figures 11A-11C may be
refreshed
automatically so there is no need for the subscriber to call customer care.
If, however,
the subscriber does call customer care, then the mobile device may forward
relevant
data automatically to the call center, and connect to a relevant group such as
premium
call services, advanced technical services, or a billing department. And, as
noted
above, an audio announcement is played initially so that the subscriber
perceives an
CA 02869100 2014-10-29
immediate response.
[0078] The mobile device support applications described herein also allow a
user to
access help instructions at an appropriate time, where these instructions are
automatically provided to the user, rather than forcing the user to hunt
through, at
times, lengthy help menus for a relevant topic. Automatic instructions can be
useful,
for instance, when a subscriber dials "911." When a subscriber makes a "911"
emergency call, the subscriber's mobile device may provide first aid
instructions upon
detecting that "911" is dialed. The mobile device may automatically provide
information to the "911" PSAP (Public Service Answering Point) call center.
The
mobile device may also notify the PSAP that the phone has a camera, and the
mobile
device could then instruct the subscriber to send a picture or live video of
the patient or
victim to a medical specialist, such as an EMT (Emergency Medical Technician).
(Conversely, the mobile device may receive an instructional video to help
describe
appropriate first-aid measures to apply to the victim.)
[0079] Furthermore, the system may be expanded to handle other calls, such as
information or "411" calls. Here, the mobile device may intercept a 411 call
and
provide options to the user, such as a list of previously requested numbers
(with or
without associated information associated with these numbers), options to
access
information via commonly or recently accessed web pages, and so forth.
[0080] As shown in Figure 12A, a user has taken a picture or otherwise
captured an
image via the mobile device 100. In response, the phone then captures the
event,
allows a scriptor to create a context-based reactionary process, and provides
a service
alert, shown in Figure 12B, that asks the user whether he or she wishes to
send the
picture to another person, and if so, the phone then walks the user through
one or more
additional screens to instruct the user as to how to perform this operation.
As a result,
these user guides are interactive and context-sensitive. Usage of these
functions by
subscribers is promoted via on-screen suggestions, and training is delivered
at the point
it is most valuable to the user.
21
CA 02869100 2014-10-29
[0081] Thus, an added component of providing localized customer support
involves
the use of tutorials or guides to instruct subscribers in using applications
or functions
on their mobile devices. When a subscriber launches an application on their
mobile
device for the first time, the mobile device may be able to detect this first
time usage.
The mobile device may then locally launch an automated training tutorial that
addresses the context of the application or situation. The tutorials serve to
guide the
subscriber along and include a set of instructions. In addition, the mobile
device may
automatically collect configuration or setup data from the subscriber to
deliver
automated, context-sensitive tutorials and guides at relevant times.
Alternatively or
additionally, the mobile device may retrieve training tutorials or guides from
the
network, or the use of automated, context-sensitive training tutorials in one
application
or service may key automated training in another application or service.
Results of the
training tutorials may be logged for offline analysis. Further, rather than
just providing
the tutorial functionality the first time, the mobile device can monitor usage
of device
functions and initiate the tutorial functionality after a predetermined period
of time has
elapsed (e.g. three months). After the predetermined time, the mobile device
may
assume that the subscriber has forgotten how to perform the desired function
and
therefore again provides the tutorial functionality.
[0082] Figure 23 illustrates an example of a context-sensitive screen for
assisting
subscribers. This context-sensitive screen may appear on a mobile device
display in
response to a subscriber selecting a function for the first time. For example,
a
subscriber may access a button or function for taking a picture on the mobile
device. A
context-sensitive screen may appear on the display 504 in response to the
selection,
which here is an initial coaching statement 2302 that begins walking the
subscriber
through the steps needed to learn the new application ¨taking a picture and
then
storing or sending that picture. In addition, the context-sensitive screen may
contain a
list of options 2304 that provides the subscriber with different options for
handling a
function.
22
CA 02869100 2014-10-29
[0083] Thus, the phone can recognize first-time usage and usage in one
application,
function, or service may key training in another for the user. As noted above,
when the
subscriber launches an application on his or her mobile device for the first
time, an
interactive training session automatically recognizes this first time usage
and launches
a training session accordingly. The small training scenarios guide the users
along, and
may collect configuration or setup data, as well as feedback data that could
be provided
to the service provider. These user guides need not be locally stored, but can
be
distributed over the air from the network as necessary, although common guides
can be
used to cross all applications and be stored locally for such purpose. The
support
application on the mobile device monitors usage behavior and launches training
scenarios for user guides based on mobile device events. By automatically
activating
such user guides, the subscriber's understanding of existing applications or
services
provided are deepened, and results can be logged on the phone and downloaded
to the
network, or transmitted to the network in near real-time for off-line
analysis. Further
details on suitable user interface options may be found in international
patent
publication no. WO 2005/083996 entitled "User Interface Methods, Such as for
Customer Self-support on a Mobile Device".
[0084] Figure 13 illustrates various applications running on the mobile device
that
interact with the call intercept function. A subscriber may select a
particular item in a
browser 1300 or a contacts application 1302 to launch an addressable webpage
or
application (block 1312). Selecting a customer support phone number from the
contacts application 1302 may lead to a call (block 1314 and 1316) that is
intercepted
by the subscriber's mobile device under a call intercept function (block 1322)
of a call
intercept application (block 1310) on the device. A phone number dialing
application
1306 and hardware or software buttons 1308 may also be utilized to make a call
that
may be intercepted by the call intercept function 1322. In general, the
interceptor
application 1310 may receive a phone number from a subscriber, and determine
if the
entered number matches a number stored in the mobile device (block 1318), and
if so,
intercepts the call (block 1324). If the phone number does not match a number
stored
in the mobile device (block 1318), then the call goes through to the call
center (block
23
CA 02869100 2014-10-29
1320) before ending (block 1326).
[0085] Figure 14 illustrates remote activation of a mobile device application.
The
mobile device 100 interacts with a network 1401 which may include a mobile
voice
network 1406 for handling voice calls and a mobile data network 1408 for
handling
data. The mobile voice network 1406 interacts with the call center system 1404
through a PSTN (Public Switched Telephone Network) 1424. The mobile data
network 1408 may interact with the call center system 1404 through the
Internet 1426.
The call center includes various known components, some of which are shown,
including automated call distribution (ACD) and computer-telephony interface
(CTI)
software, and an interactive voice response (IVR) or analog display services
interface
IVR.
[0086] A proxy call center system 1428 may remotely activate a mobile device
that
does not contain the mobile device application by sending a network message
(e.g.,
SMS, USSD, etc.) via the PSTN 1424. The message contains a link to a local or
a
remote screen, which may be used to activate the device. The remote activation
of a
mobile device may occur at the primary, tertiary, or proxy call center
systems. The
proxy call center 1428 includes other known components, some of which are
shown.
[0087] Figure 15A illustrates more details on a call routing system for mobile
device
based customer support in accordance with an alternative embodiment. The call
routing system may include a call flow having voice 1501, mobile device 100,
and
server 204 components. A subscriber may initiate a call (block 1510) using a
mobile
device that includes a mobile device support application (block 1508) to
intercept calls
or ordinarily with a mobile device that does not include such a mobile device
support
application (block 1506). If the mobile device does not include a mobile
device
application, then the proxy call center system 1428 may remotely activate the
self-support functions on the mobile device by sending a network message. In
an
alternative embodiment, the proxy call center system 1428 may remotely
activate the
self-support functions after the call has been made to the customer support
call center,
24
CA 02869100 2014-10-29
and even download any necessary software or help screens to the mobile device.
If the
mobile device includes the mobile device application, then the mobile device
determines if the entered phone number matches an existing customer support
number
(block 1514). If the entered number does not match an existing customer
support
number stored on the mobile device, then the call continues without
interruption (block
1518). If the entered number matches an existing customer support number
stored on
the mobile device, then the mobile device intercepts the call and redirects
the call to the
mobile device application on the mobile device (block 1516).
[0088] Under this alternative embodiment of Figure 15, once a call has been
initiated
(block 1510), an audio introduction using a proxy IVR via the proxy system
1428
(block 1520) or an operator IVR via the call center 1404 (block 1522) may be
initiated.
(Alternatively, the mobile device may have locally stored audio files or
scripts to
mimic or spoof a call to a call center.). Either way, the subscriber is
audibly prompted
to press a button (e.g., "X") if the subscriber's question corresponds to a
particular
service or feature (block 1524). If the subscriber does not press the button
corresponding to the service (e.g., "X" ¨ block 1526), then the call continues
through
the IVR routing system without interruption (block 1534). If the subscriber
presses the
button corresponding to the service (block 1526), then the call center
determines if the
mobile device has the required self-support mobile device application (block
1528). If
the mobile device has the mobile device application (block 1530), then the
mobile
device intercepts and redirects the call to the mobile device itself (block
1532) and
provides an appropriate audio message.
[0089] The mobile device application on the mobile device typically addresses
the
subscriber's question and solves the issue locally, as described above. In
cases where
the mobile device application is unable to solve the issue locally, the mobile
device
may rely on data to solve the issue from the network 204 (block 1536) thereby
and
provide data to the device via a caller appropriate connection (block 1538).
When the
network 204 receives a request for data from the mobile application device,
the
network may verify that the mobile device application has a license (block
1540) to
CA 02869100 2014-10-29
access data from a license database (1542). The network 204 may also determine
if the
mobile device is WAP (Wireless Application Protocol) enabled (1544). If the
mobile
device is WAP enabled, then data can be transmitted from the network 204 to
the
mobile device using WAP (block 1546). If the mobile device is not WAP enabled,
then
data can be transmitted from the network to the mobile device using a non-WAP
enabled protocol, such as via a SIM STK (SIM application toolkit - block
1548).
[0090] Figure 15B illustrates four options for providing customer support
locally on
the mobile device using the mobile device application following block 1516 of
Figure
15. In a first option, the mobile device prompts the subscriber for input
(block 1550).
The mobile device may prompt the subscriber to select a button (e.g., "X") if
the
subscriber's question corresponds to a particular service or feature (block
1552). If the
subscriber does not select the button corresponding to a particular service or
feature
(block 1554), then the mobile device may present more options for the
subscriber to
choose from (block 1556). The subscriber may select an option (block 1554) or
may
complete the call to customer support (block 1558).
[0091] If the subscriber selects the button corresponding to a particular
service or
feature (block 1554) or directly under a second option, then a user interface
for the
mobile device application is launched (block 1560) to provide self-support to
the user.
Under a third option, the mobile device application retrieves device or
service context
and launches the user interface for the mobile device application (block
1562), while a
fourth option may consist of a combination of the first, second, and third
options. The
device context can include a current state of the mobile device and a series
of inputs
provided to the device based on a running log of states and inputs tracked by
the device.
For example, the memory 118 may include an image recently stored there, and
the
input log may show that the mobile device recently took a picture and that a
list of
electronic addresses/numbers is being accessed on the phone. Thus, the mobile
device
application may use this context information to guess that the user may be
trying to
send the picture to a friend and thus ask through the user interface whether
the user
would like instructions on how to send the picture. Other context information
may be
26
CA 02869100 2014-10-29
gathered, including system data (e.g. whether a call was recently dropped).
[0092] Figure 16 illustrates a routine for providing support from the network
server
204 to a mobile device 100 following block 1548 of Figure 15. The mobile
device 100
may include a STK (SIM application toolkit) for driving the interface and the
exchange
of data between the mobile device and the network server 204. The STK may
search
for relevant support pages (block 1610) in response to a data request from the
mobile
device application. The relevant support pages may be stored in a support page
database 1612 on the network server 204. The relevant support pages may be
pushed to
the mobile device via SMS, USSD, or other methods (block 1614). An STK
application handler 1604 on the mobile device opens the support pages using a
browser
(block 1620). In addition, additional support pages may be retrieved remotely
from the
network server (block 1616) and opened using the STK application handler.
Support
pages from the network server may also be stored locally on the mobile device
(block
1618). These support pages provide data or instructions as described herein.
[0093] Figure 17A illustrates a routine for providing support from the network
server
204 to a mobile device 100 using WAP (Wireless Application Protocol) push
following
block 1546 of Figure 15. The mobile device 100 may use WAP to search for
relevant
support pages (block 1610) in response to a data request from the mobile
device
application. The relevant support pages may be stored in a support page
database 1612
on the network server 204. The network server may push a link to the relevant
support
pages to the mobile device using WAP push (block 1702). A WAP browser 1701 on
the mobile device can then open the link to the support pages using a browser
(block
1620). In addition, additional links to support pages may be retrieved
remotely from
the network server (block 1616) via the mobile device and opened using the WAP
browser. Locally stored pages on the mobile device may also be accessed (block
1618).
[0094] Figure 17B illustrates an alternate to that of Figure 17A, and which
includes
communicating with a SIM (Subscriber Identity Module) card on the mobile
device
27
CA 02869100 2014-10-29
. .
,
,
100. There, the network server 204 may push a link to the relevant support
pages to the
mobile device using SMS or USSD (block 1702). A SIM card in the mobile device
processes the link (block 1706) and may launch the browser on the mobile
device
(block 1708). The process may then terminate (block 1710) or continue to the
WAP
browser 1701, for further processing (blocks 1616-1620).
[0095] In an alternative embodiment, the SIM/USIM (Universal Subscriber
Identity
Module) on the mobile device may be used to intercept and to redirect customer
service
support calls. Figure 18 illustrates a routine for intercepting and
redirecting a customer
service support call from the mobile device using the call control
capabilities of the
SIM/USIM (Universal Subscriber Identity Module). This alternative embodiment
uses
built-in capabilities of a 3GPP TS 11.14 compliant (or similar) SIM or USIM to
perform call control to generically reroute calls for support back to the
handset via
SMS, supplementary service control strings, and/or other network and handset
based
control commands. This allows for routing calls without altering handset
dialing
programs.
[0096] As shown in Figure 18, the subscriber first dials a number on the
mobile
device (block 1801). If the dialed number does not match a number stored on
the
mobile device, then the call continues to the call center without interruption
(block
1804). If the dialed number matches a number stored on the mobile device, then
the
SIM card on the mobile device intercepts and redirects the call to the mobile
device
(block 1802) using SMS, supplementary service control strings, network and
mobile
device based control commands, and others.
[0097] In one embodiment, the SIM card may send a command via SMS to the
mobile device to launch a support application (block 1810). In another
embodiment,
the SIM card may send a command via USSD (unstructured supplementary service
data) to the mobile device to launch a support application (block 1812). In
yet another
embodiment, the SIM card may send a command to the mobile device to launch a
browser to a URL (block 1814). In an alternative embodiment, the SIM card may
28
CA 02869100 2014-10-29
'
display a support function on a SIM based browser or application (block 1816).
In
addition, mobile devices with advanced SIM capabilities may send a command to
the
mobile device to launch a resident support application (block 1818), or send a
command to the mobile device to launch a support application on the device
itself
(block 1820).
[0098] Network-based services 204 may automatically query, set, save, and
restore
settings on the mobile device and SIM card or perform other functions.
Alternatively,
or additionally, the mobile device may locally perform diagnostic scripts on
the device
to gather user, device, and network data. Such scripts may be loaded over the
air
(OTA), and may be so loaded at any point, or initiated from a call center
agent desktop
computer. By either agent or mobile device initiation, diagnostic scripts on
the phone
are automatically initiated proactively to resolve problems encountered by the
subscriber. In one embodiment, the mobile device or the call center agent can
collect,
via scripts, all the required information over the air without asking the
subscriber.
[0099] The system may also resolve handset issues and record how the matter
was
resolved. The network service provider may provide proactive diagnostics to
automatically correct top call-driven configuration issues to correct such
problems and
reduce the number of calls by subscribers to the customer support line.
[00100] Referring to Figure 19, an example of a computer display showing
device
information and configuration data as used by a call center agent is shown.
While on a
call with a subscriber, the agent can, from his or her desktop computer, send
diagnostic
commands over the air to the mobile device. In response, the mobile device
retrieves or
gathers diagnostics and status information and sends them back to the agent's
computer, via the network. In this way, agents are able to quickly correct
issues on the
first call with the subscriber, and the subscriber is never asked to perform
tedious tasks
or asked to call back on a land line. For instance, network-based services 204
will not
need to ask a subscriber to remove their battery to provide mobile device
identification
data since the data will be reported automatically to the network-based
services in
29
CA 02869100 2014-10-29
= ,
real-time.
[001011 As can be seen from Figure 19, the system can automatically display,
on a
computer to a call center agent, detailed information regarding the mobile
device and
its owner. A web browser or customer service display 1902 includes a menu of
options
1912, report and history portion 1908 (e.g., APN list, memory analysis,
applications
list, etc.), the name of the mobile device owner, the owner's account number
and phone
number, MSISDN (Mobile Station Integrated Services Digital Network) number,
international mobile subscriber identity (IMSI), and details regarding the
phone itself,
such as the manufacturer, model number, firmware version, serial number, and
IMEI
(International Mobile Equipment Identifier). Other tabs, when selected,
display the
history of the handset, as well as other handsets associated with the
subscriber, phone
numbers, SIM, etc. As also shown in Figure 19, the system can display a media
file
count 1910 representing different types of files (e.g., photos, audio, video),
the location
of those files, the total number and size of the files, and so forth.
[00102] Thus, network-based services 204 may use a standard web browser to
interact
with reports and to remotely issue commands from the network browser to the
mobile
device. In this manner, the network-based services 204 or the call center
agent can
remotely monitor subscriber and mobile device activities, thereby notifying
the
subscriber when problems occur, rather than when they are reported by the
subscriber.
[00103] Possibly more importantly, the call center agent, via the system, can
initiate
actions on the mobile device via his or her computer. For example, as shown in
the
media display portion 1910, the call center agent may select a "Select" button
to
perform a "Move files to Memory Card" function that permits the call center
agent to
move files from the embedded memory on the mobile device to a removable memory
card in the device. Other options include initiating a local multimedia
messaging
service (MMS) guide for the subscriber, moving photos to an online photo
album,
showing subscriber audio analysis, and so forth. Likewise, the call center
agent can
select an appropriate button in the report/report history portion 1908 to
access a list of
CA 02869100 2014-10-29
available IP network access point names, analyze how memory is currently being
used
on the mobile device, list applications currently loaded and/or running on the
mobile
device, count media file types (as shown in portion 1910), and list the
content of an
application registry for the functionality described above.
[00104] By clicking on a small image 2402 of the mobile device shown in the
display
1902, the call center agent's computer displays a pop-up window 2404 featuring
an
enlarged image of the mobile device that includes current contents of the
mobile
device's display, as shown in Figure 24. The call center agent or customer
service
representative may then interact with the image of the mobile device in the
window
2404 to remotely and virtually actuate buttons on the mobile device, including
sending
touch screen commands to the mobile device if that device has a touch screen.
This
allows the call center agent to take temporary control of the device for
diagnostic or
configuration purposes.
[00105] One example of remotely initiating actions or providing remote data to
the
mobile device is found in Figures 8A and 8B. Another example is shown in
Figure 20
where the mobile device performs active monitoring of the device itself, via
an
appropriate script or mobile device application to monitor a change in network
availability and status. The device application on the subscriber's mobile
device can
automatically monitor device settings, configurations, network availability,
and
network status. The mobile device may thus respond to a network event, such as
roaming into a 2.50 type network, which causes a locally stored script to
alert the user.
In the example of Figure 20, the mobile device has roamed outside of a video
service
area, and thus the subscriber cannot send or receive videos. However, a script
on the
mobile device provides notice to the subscriber indicating that voice calls,
text
messages, and many other lower bandwidth applications are still available. The
mobile
device script displays an instructive dialog 2002 on the display 504. Such a
helpful
message to the subscriber can avoid costly calls to the support center when
users may
have attempted to send or receive videos outside the service area. The mobile
device
script may also log and report events or errors. In addition, the mobile
device
31
CA 02869100 2014-10-29
application may also automatically re-configure the mobile device while
roaming or
may add a new network configuration. (The terms mobile device "script" and
"application" may at times be used interchangeably herein, as those skilled in
the art
will recognize.)
[00106] A system including the network-based services 204 and the mobile
device
100 may be used to collect and to summarize data or metrics from the mobile
device.
Mobile device activity can be automatically logged and captured for periodic
reporting
to the network-based services. Collected data may be used to determine which
applications are being used and how often users are accessing them. The
collected data
can be used with performance engineering systems and can gather business
intelligence
from rich device resident data or metrics.
[00107] The gathering of such mobile device metrics begins by the network
operator
defining data for collection. All mobile device activities can be locally
logged or
cached on the mobile device and periodically provided back to the network.
Such
logged data can include network events and messages. Over-the-air scripts
provided
by the network operator to the mobile device can instruct the device on what
metrics to
gather and with what frequency. For example, the service provider may program
the
mobile device to periodically (e.g. monthly) report to the network a status of
installed
executable program and their functional status. The status of the executable
programs
can be performed via an API (application programming interface) function
called by
the reporting system.
[00108] Through these scripts stored on the mobile device, user and network
data is
stored locally for periodic reporting, and the collection may conform to the
network
operator's privacy policy, while being invisible to the subscriber. Available
database
and reporting tools may import and use the periodically reported data. Such
reporting
tools may generate reports formatted for including business intelligence and
data
warehouse or data mining. As a result, such data easily augments network
performance
engineering systems. In general, the following is a list of some metrics that
may be
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CA 02869100 2014-10-29
collected from mobile devices, although many others are possible: owner
information,
phone settings, IMEI, battery level, battery level history, % time charger
connected,
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 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 % memory used, connection state or type of
connection used, volume levels, backlight on/off, sound events, profiles, SIM
contacts,
turn device powered down, device hibernate, security settings, key pad lock,
profiles,
and SIM lock. Access to any of this data is scriptable so that the network
service
provider may decide what metrics to gather from what mobile devices. The
service
provider may also capture activities (e.g., applications started, network
status, cell
tower ID) and create standardized scriptable functions that can be combined to
create a
context sensitive service for the user.
[00109] The method for intercepting calls at the mobile device 100 may also be
applied to locally verify if a subscriber is eligible for a special offer or
promotion.
Figures 21A through 21F illustrate a method for locally verifying on the
mobile device
if a subscriber is eligible for an advertised promotion. The method begins
where a
subscriber calls customer support to see if they qualify for an advertised
promotion.
The mobile device intercepts and redirects the call to the mobile device
itself. Figure
21A shows three icons on the mobile device display corresponding to three
different
promotions (2102, 2104, and 2106). If the subscriber selects the "NEC 338"
icon 2102,
then the display may show information regarding the promotion 2108, as well as
links
to determine if the subscriber qualifies for the promotion 2110 and to the
terms and
conditions of the promotion 2112 (as shown in Figure 21B).
[00110] If the subscriber selects the Do I Qualify option 2110, the mobile
device will
locally check to see if the subscriber qualifies for the promotion 2114 or
query an
33
CA 02869100 2014-10-29
appropriate network server if necessary, as shown in Figure 21C. If the
subscriber
qualifies for the promotion 2116 (as shown in Figure 21D), the subscriber may
select
either to sign up for the promotion 2118 or to not sign up for the promotion
2120. If the
subscriber chooses to sign up for the promotion 2118, then the mobile device
prompts
the subscriber (2122) to enter the subscriber's PIN number (2124), as shown in
Figure
21E. If the correct PIN number is entered, then the mobile device prompts the
subscriber to select a payment option 2126 by selecting either "yes" 2130 or
"no" 2132,
as shown in Figure 21F. In addition, a link to the terms and conditions 2128
is provided
on the display.
[00111] As can be seen, aspects of the invention permit a wireless service
provider to
move call support functions from a call center to the mobile device itself.
The wireless
service provider can monitor call center activities and identify those
subscriber
inquiries that currently consume the largest amount of call center time, and
move such
calls to be handled on the device itself (where appropriate). As noted above,
many such
customer support calls can be handled on the device, such as technical support
questions, questions regarding whether a subscriber is eligible for a
promotion, billing
inquiries, and so forth. Thus, the customer self-support screens and functions
stored
locally on the mobile device, links or data displayed in an initial screen on
the device
(e.g., billing information), and so forth, can change dynamically, so that the
wireless
service provider updates the customer self-support features on the mobile
device to
accommodate those calls that currently consume the largest amount of call
center time.
[00112] The customer self-support features are not limited to mobile devices,
as noted
above. Such features can apply to any remote device, including consumer
appliances
such as refrigerators, dishwashers, washers/dryers, ovens, and so forth. With
any of
such appliances having computing capabilities (and/or connection to the
interne , such
devices can locally store information and provide the functionality described
above to
handle customer inquiries that previously had been handled by a call center or
web site
accessed by the consumer via another device, such as the consumer's computer.
34
CA 02869100 2014-10-29
[00113] Thus, in an alternate embodiment, a mobile device may use a Bluetooth
or
other wireless protocol link to communicate with the household appliances. For
example, a Bluetooth link between a refrigerator and a mobile device may allow
the
mobile device to automatically detect a drop in the temperature of the
refrigerator.
Upon automatic detection, the mobile device may alert the user regarding the
drop in
temperature. Using the mobile device as an interface, the user may find
information to
address the drop in temperature on the mobile device itself, may download
information
from a network, or may call a customer support center for the specific
appliance.
[00114] Referring to Figure 22, an example of an alternative embodiment is
shown
where the mobile device 100 communicates with multiple remote devices 2202,
2204,
and 2206. Remote devices 2202 and 2204 each include a wireless transceiver
2208 that
communicates with the mobile device 100, such as via a Bluetooth link, IEEE
802.11,
or other short-range wireless link. The mobile device may communicate with the
remote device 2206 via a wired communication port 2210 that the mobile device
can be
physically coupled to at the subscriber's option. (As also shown, the remote
device
2202 includes a wired connection to the network 206.) Thus, the mobile device
may be
a central communicator within a subscriber's home or other location, where the
mobile
device receives alerts from the remote devices, provides instructions or steps
to the
subscriber, allows the subscriber to query a status of remote devices, allows
the
subscriber to send commands to or operate the remote devices, and so forth.
While a
local wireless link is described above, the mobile device may be capable of
remotely
querying and controlling the remote devices via other connections, such as via
the
network 206 to control the remote device 2202, or via a longer range wireless
link, such
as a WAN, satellite link, and so forth.
[00115] As noted above, each remote device may include the customer self-
support
functionality described herein. Further, since some remote devices may lack a
sufficient display screen or other user interface, the remote device may
communicate
with the mobile device so that the mobile device operates as a more robust
user
interface for that remote device. Thus, consumers may receive instruction
screens
CA 02869100 2014-10-29
from an appliance, and provide commands to that appliance, through the mobile
device.
[00116] Unless the context clearly requires otherwise, throughout the
description and
the claims, the words "comprise," "comprising," and the like are to be
construed in an
inclusive sense, as opposed to an exclusive or exhaustive sense; that is to
say, in the
sense of "including, but not limited to." As used herein, the terms
"connected,"
"coupled," or any variant thereof, means any connection or coupling, either
direct or
indirect, between two or more elements; the coupling of connection between the
elements can be physical, logical, or a combination thereof. Additionally, the
words
"herein," "above," "below," and words of similar import, when used in this
application,
shall refer to this application as a whole and not to any particular portions
of this
application. Where the context permits, words in the above Detailed
Description using
the singular or plural number may also include the plural or singular number
respectively. The word "or," in reference to a list of two or more items,
covers all of the
following interpretations of the word: any of the items in the list, all of
the items in the
list, and any combination of the items in the list.
[00117] The above detailed description of embodiments of the invention is not
intended to be exhaustive or to limit the invention to the precise form
disclosed above.
While specific embodiments of, and examples for, the invention are described
above
for illustrative purposes, various equivalent modifications are possible
within the scope
of the invention, as those skilled in the relevant art will recognize. For
example, while
processes or blocks are presented in a given order, alternative embodiments
may
perform routines having steps, or employ systems having blocks, in a different
order,
and some processes or blocks may be deleted, moved, added, subdivided,
combined,
and/or modified. Each of these processes or blocks may be implemented in a
variety of
different ways. Also, while processes or blocks are at times shown as being
performed
in series, these processes or blocks may instead be performed in parallel, or
may be
performed at different times.
36
CA 02869100 2014-10-29
[00118] Further, the mobile device may employ many other locally stored
applications beyond those described above. For example, the mobile device may
include its own IVR system, rather than employing an IVR system at the call
center.
Thus, the subscriber navigates through a series of IVR menus to access desired
information, some of which may be stored on the phone. However, one option in
the
local IVR could be to have the device place a call to the customer support
call center.
[00119] In another alternative embodiment, the system may provide links to web
pages supplied by the wireless service provider, where these links are to
specific web
pages directly addressing a need or question relevant to a current status of a
user's
mobile device. Such an alternative is useful when a mobile device has a web
browser
and sufficient data connection to the service provider's web server. Thus, a
call
intercept function on the mobile device may provide a link to a relevant web
page, or
even access that page automatically so that it is displayed to the user
(rather than, for
example, displaying locally stored content).
[00120] While many embodiments described above employ software stored on the
mobile device (either before being given to a subscriber, or during a
subscriber call),
the scripts and other software noted above may be hard coded into the mobile
device
(e.g. stored in EEPROM, PROM, etc.). Further, the above functionality may be
implemented without scripts or other special modules.
[00121] The teachings of the invention provided herein can be applied to other
systems, not necessarily the system described above. The elements and acts of
the
various embodiments described above can be combined to provide further
embodiments.
[00122] Aspects of the invention can be modified, if necessary, to employ the
systems, functions, and concepts of the various references described above to
provide
yet further embodiments of the invention.
37
CA 02869100 2014-10-29
[00123] These and other changes can be made to the invention in light of the
above
Detailed Description. While the above description details certain embodiments
of the
invention and describes the best mode contemplated, no matter how detailed the
above
appears in text, the invention can be practiced in many ways. Details of the
local-based
support system may vary considerably in its implementation details, while
still being
encompassed by the invention disclosed herein. As noted above, particular
terminology
used when describing certain features or aspects of the invention should not
be taken to
imply that the terminology is being redefined herein to be restricted to any
specific
characteristics, features, or aspects of the invention with which that
terminology is
associated. In general, the terms used in the following claims should not be
construed
to limit the invention to the specific embodiments disclosed in the
specification, unless
the above Detailed Description section explicitly defines such terms.
Accordingly, the
actual scope of the invention encompasses not only the disclosed embodiments,
but
also all equivalent ways of practicing or implementing the invention under the
claims.
[00124] While certain aspects of the invention are presented below in certain
claim
forms, the inventors contemplate the various aspects of the invention in any
number of
claim forms. For example, while only one aspect of the invention is recited as
embodied in a computer-readable medium, other aspects may likewise be embodied
in
a computer-readable medium. Accordingly, the inventors reserve the right to
add
additional claims after filing the application to pursue such additional claim
forms for
other aspects of the invention.
38
