CN104836890B - Such as the call intercept methods of client's self-supporting in mobile device - Google Patents

Abstract

A method for intercepting a call from a remote or mobile device (100) for customer self-support detects when a user or subscriber dials one or more predetermined numbers. If the number corresponds to one of the predetermined numbers (eg, a customer support number), the phone can intercept the call and display a list of possible solutions to the subscriber's problem. Various other features and embodiments are disclosed.

Description

e.g. call intercept method for customer self support on mobile devices

Cross References to Related Applications

This application claims U.S. Provisional Patent Application No. 60/546687, filed Feb. 20, 2004, entitled "Call Intercept Method for Customer Self-Support and Method for Navigating Data Screens," Jul. 21, 2004 U.S. Provisional Patent Application No. 60/590,152, filed September 21, 2004, entitled "Mobile Device Assistance, Mobile Device Management, and Call Interceptor for Mobile Devices," and entitled "Secure Mobile Device Software Operation, Assisted Support Maintenance Initiation for Mobile Devices and Intelligent Network Configuration Selection for Mobile Devices," U.S. Provisional Patent Application No. 60/611,607, filed February 11, 2005, entitled "Calling for Customer Self-Support, For example, on Mobile Devices" Interception Method," U.S. Provisional Patent Application (Attorney Docket No. 41658.8001).

Background technique

Current methods for handling customer self-support calls often require calls to call centers and retrieval of data from the network. For example, a subscriber might dial a customer support number such as "611" or "133" from their mobile device. 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 an option from a menu by pressing a button on the mobile device or through voice recognition software. Once the subscriber requests the data by selecting an option, the automated system retrieves the data from the network and delivers the data to the subscriber via the mobile device. Alternatively, a third-party application such as PocketThis can independently deliver content from the network to the mobile device via SMS (Short Message Service) or WAP (Wireless Application Protocol) push.

The problem is associated with the current implementation of customer self-support for mobile devices. Existing systems rely on utilizing external networks to deliver data to subscribers. The use of external networks for customer self-support may consume large amounts of bandwidth, congest the network, provide slower customer response times, and result in increased costs for mobile device operators. Additionally, the use of automated systems with multiple options may result in longer call waiting times, increased call costs to the mobile operator and customer, and lost customers due to longer call waiting times.

Description of drawings

Figure 1 is a schematic diagram illustrating a mobile device in which the call intercept method and customer self-support can be implemented.

Figure 2 is a schematic diagram illustrating the system architecture for implementing the call intercept method and client self-support.

FIG. 3 is a schematic diagram illustrating a system architecture for web-based services and the mobile device of FIG. 2 .

FIG. 4 is a schematic diagram illustrating an architecture for the mobile device of FIG. 1 .

Figure 5 is a diagram illustrating a display on a mobile device for providing customer support locally.

Figure 6A is a flowchart illustrating the basic routine for intercepting and redirecting customer service support calls on a mobile device.

Figure 6B is a flowchart illustrating a detailed routine for intercepting and redirecting customer service support calls on a mobile device.

Figure 7 is a flow diagram illustrating a routine for intercepting and redirecting a call after it has connected to the customer support call center.

Figure 8A is a flowchart illustrating a software routine for performing the call intercept method.

8B is a flowchart illustrating a routine for notifying customer support to call back a subscriber during periods of high call volume.

Figure 8C is a flowchart illustrating a routine for accessing solutions to customer support issues.

8D is a flowchart illustrating a routine for changing display elements on a mobile device.

Figure 9 is a diagram illustrating a routine for SIM (Subscriber Identity Module) unlocking on a mobile device.

10A-10C illustrate how a mobile device application can automatically detect and correct roaming on a subscriber's mobile device.

11A through 11C illustrate three different service levels for three different groups of subscribers.

12A and 12B illustrate event-based context-sensitive assistance.

Figure 13 is a flowchart illustrating various applications running on the mobile device that interact with the call intercept functionality.

Figure 14 is a schematic diagram illustrating remote activation of a mobile device application.

15A is a flow diagram illustrating a call routing system for mobile device based customer support.

15B is a flow diagram illustrating various options for providing customer support locally on a mobile device utilizing a mobile device application.

16 is a flow diagram illustrating a routine for transferring data between a network and a mobile device.

17A is a flowchart illustrating a routine for communicating data between a network and a mobile device using WAP (Wireless Application Protocol) push.

17B is a flowchart illustrating a routine for transferring data between a network and a mobile device via a SIM (Subscriber Identity Module) card.

Figure 18 is a flowchart illustrating a routine for intercepting and redirecting a customer service support call from a mobile device using the call control function of a SIM/USIM (Universal Subscriber Identity Module).

19 is a diagram illustrating a display for remote monitoring and collection of data related to a subscriber's mobile device.

20 is a mobile device display screen illustrating a proactive notification message to a subscriber regarding network changes.

21A-21F illustrate a method for locally verifying a subscriber's eligibility for an advertising promotion on a mobile device.

Figure 22 is a block diagram illustrating an alternative embodiment in which a mobile device communicates with a remote device.

Figure 23 is a diagram illustrating context sensitive screens for assisting users.

24 is a diagram illustrating a display for remote monitoring and collection of data related to a subscriber's mobile device.

Headings are provided herein for convenience only and do not necessarily affect the scope or meaning of the claimed invention.

In the drawings, for ease of understanding and convenience, the same reference numerals and abbreviations identify elements or actions with the same or similar functionality. For ease of identifying discussion of any particular element or act, the most significant digit in a reference number indicates the figure number that first introduced that element (eg, element 1104 was first introduced and discussed with respect to FIG. 11 ).

Portions of this disclosure contain material that is claimed to be copyrighted. The copyright owner has no objection to the facsimile reproduction by anyone of this patent document or the patent disclosure, including the drawings, as it appears in the Patent and Trademark Office patent file or records, but all other copyright interests are reserved by the copyright owner.

Detailed ways

The invention will now be described with respect to various embodiments. The following description provides specific details in order to provide a thorough understanding and enable description of these embodiments of the invention. However, one skilled in the art will understand that the present invention may be practiced without these details. In other instances, well-known structures and functions have not been described in detail or described in order not to unnecessarily obscure the understanding of the description of the embodiments of the invention.

Terminology used in the description provided below is to be construed in its broadest appropriate manner, even if it is used in conjunction with detailed descriptions of certain specific embodiments of the invention. Certain terms may even be emphasized below; however, any term that is to be interpreted in any restricted manner will likewise be explicitly and specifically defined in this detailed description.

A method for intercepting calls locally from a mobile device in order to provide enhanced services, such as customer self-support, is disclosed. Subscribers may dial one or more predetermined numbers on their respective mobile devices. Software on the mobile device determines whether the number corresponds to one of the predetermined numbers (eg, a customer support number). While dialing, after the call is connected, while the call is on hold, etc., the phone can intercept the call. If the number dialed matches a certain number corresponding to, for example, a customer support service number, the mobile device terminates the attempted call and displays a list of possible solutions to the subscriber's problem on the mobile device. The list of possible solutions is stored locally in the mobile device itself rather than on the network. Each solution may be a combination of step-by-step procedures, information and graphics for the subscriber to perform, multiple executable programs to access and change data on the phone, multiple executable programs to access and change data on a hosted network or on a remote Internet server Executing a program, or something else.

Figure 1 illustrates a mobile device 100 in which a call intercept method and customer self-support may be implemented in accordance with several embodiments of the present invention. Receiver/demodulator 104 receives the transmitted signal via antenna 102 and reconstructs the original transmitted signal. The transmitted signal is sent to a microcontroller 106 consisting of a decoder 108 , a processor 112 and a RAM (Random Access Memory) 114 . Decoder 108 converts the signal into meaningful data and interfaces with other devices. The decoded data is sent to processor 112 along with subscriber input 110 . Additionally, the mobile device may include optional components such as an automated data collection unit 120 linked to the processor 112, which may include an automated RFID (radio frequency identification) tag reader, magnetic card swipe reader, barcode reader, and the like. Additionally or alternatively, the mobile device may include a biometric reader (e.g., thumbprint reader, voice fingerprinting functionality, etc.) and/or a media output device (e.g., MP3 player, TV tuner/player, etc.) 120 . The mobile device may also include a Subscriber Identity Module (SIM) 122 . The output of processor 112 may be stored in programmable non-volatile memory 116 or RAM memory 118 .

Figure 2 illustrates the system architecture for implementing the call intercept method and client self-support. The system architecture includes three components: handset-based service 200 , mobile device 100 and web-based service 204 . Figure 1 and the discussion herein provide a brief general description of a suitable telecommunications or computing environment in which the present invention may be implemented. Although not required, several aspects of the invention are described in the general context of computer-executable instructions, such as routines, being executed by a general-purpose computer, such as a mobile device, server computer or personal computer. Those skilled in the pertinent art will appreciate that the present invention may be practiced with respect to other communication, data processing, or computer system configurations, including: Internet appliances, hand-held devices (including personal digital assistants (PDAs)), wearable computers, cellular or mobile telephones All manner, multi-processor systems, microprocessor-based or programmable consumer electronics, set-top boxes, network PCs, minicomputers, mainframes, etc. Indeed, the terms "computer", "host" and "host computer" and "mobile device" and "handset" are generally used herein interchangeably and mean any of the above devices and systems as well as any data processor.

Aspects of the invention may be embodied in one or more special purpose computing devices or data processors specifically programmed, configured, or constructed to execute the computer-executable instructions detailed herein. Aspects of the invention may also be practiced in distributed computing environments where tasks or modules are performed by remote processing devices that 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.

Aspects of the present invention may be stored or distributed on computer readable media, including magnetically or optically readable computer disks, hardwired or preprogrammed chips (such as EEPROM semiconductor chips), nanotechnology memory, biological memory, or other data storage media. In practice, computer-implemented instructions, data structures, screen displays, and other data for aspects of the invention may be distributed over the Internet or over other networks (including wireless networks), over a propagation medium (e.g., electromagnetic waves, acoustic waves, etc.) etc.), or they may be provided over any analog or digital network (packet switched, circuit switched or other scheme). Those skilled in the pertinent arts will appreciate that portions of the present invention reside in server computers and corresponding portions reside in client computers, such as mobile or portable devices, so although some hardware is described herein platform, but aspects of the invention are equally applicable to nodes on the network. In an alternative embodiment, the mobile or portable device may represent the server part, and the server may represent the client part.

Handset-based services 200 may include executable software, software configuration, hardware configuration and control, and handset operating system interfaces. As disclosed herein, executable software may include, without limitation, any software program stored in a mobile device or associated storage device that is permanently and temporarily connected via hardware or wireless connectivity. Mobile device 100 may include authentication system 208 (eg, via SIM), hardware interface 210 , reporting system 212 , scripting interface 214 , scripting platform 216 , data 218 , and scripting 220 . Network-based services 204 may include one or more of networks 206 , mobile network services 222 , mobile network operator customer service systems 224 , host information management systems 226 , update scripts 228 , and reporting data 230 . The components of the mobile device 100 and the web-based services 204 are described below.

Components in mobile device 100 allow the device to integrate handset-based services 200 and web-based services 204 . The authentication system 208 can implement SIM (Subscriber Identity Module) card-based or independent authentication to meet network requirements of expected security levels. It may not be required but is generally recommended to authenticate the system to meet network requirements.

Hardware interface 210 may retrieve the hardware interface elements needed to interface with web- 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 SIM or radio hardware, etc. Reporting system 212 can collect data reported by mobile devices and forward it to network 206 . Reporting system 212 may also encrypt cell phone identification information to provide added security. The information can be encoded so that only the host information management system 226 can decrypt the handset identification information.

Scripting interface 214 serves as a standard application programming interface for customer support services. More specifically, script interface 214 provides an interface between script 220 and various hardware-specific and executable program-specific functions. Scripting interface 214 allows a single customer service script to be deployed on multiple operating systems and hardware configurations. In addition, the script interface 214 includes a standard API (Application Programming Interface) of the hardware/OS side as well as the script interface.

The scripting platform 216 may mix and match calls through a scripting interface to obtain information, change or correct settings on the phone, and perform additional functions, as described below. The scripting 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 notifications to the scripting platform 216 via USSD (Unstructured Supplementary Service Data), SMS (Short Message Service), IP (Internet Protocol), or any other network connectivity supported by the mobile device. The scripting platform 216 can run the script 220 after authentication, and can authenticate the script 220 to the network 206 or to the phone.

Components in network-based services 204 allow mobile device 100 to communicate with and retrieve data from network 206 . Web-based services 204 may include wired and wireless systems. Mobile web services 222 may consist of one or more systems including billing, CRM (customer relationship management), provisioning, and the like. In addition, the mobile network service 222 is capable of returning data calls made by the mobile device via standard network protocols such as IP, DTMF (Dual Tone Multi Frequency), SMS, USSD, and the like.

Mobile network operator customer service system 224 may also consist of one or more systems related to customer service including billing, CRM, provisioning, and the like. The host information management system 226 controls the interaction between the mobile device and the host customer support system. The host information management system 226 can transmit updates to the mobile device. Mobile devices typically have a unique phone ID or serial number and a mobile phone number. Reporting data 230 provides storage for reporting information collected from mobile devices. Update scripts 228 include scripts provided to the mobile device by the host customer support system. Update scripts 228 can be managed and formatted as desired by host information management system 226, can be targeted to specific subscribers or groups of subscribers, and can include requests for reports and customer interview surveys.

FIG. 3 illustrates the system architecture of the web-based service 204 and the mobile device 100 . Web-based service 204 includes call center system 304 , device data 306 , subscriber experience data 308 , and provisioning agent 310 . Call center system 304 may be part of customer care system 326 , device data 306 may be part of performance management system 328 , and subscriber experience data 308 may be part of 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 for subscriber permission. The call center system 304 can also automatically collect device data (such as handset ID and mobile phone number) 306 and subscriber experience data (such as the nature of the customer service issue) 308 from the mobile device 100. Device data 306 and subscriber experience data 308 may be integrated into the web-based service or used separately.

Provisioning agent 310 interacts with update script 228 and report data 230 . The provisioning agent collects report data 230 associated with the device data 306 and the subscriber experience data 308 from the mobile device 100 . The provisioning agent also corrects subscriber issues in real time by transmitting the appropriate scripts to the mobile device 100 . The transfer of scripts to the mobile device 100 and the collection of data from the mobile device 100 may be hosted in the network or externally. Additionally, update script 228 and report data 306 may be stored in SQL (Structured Query Language) database 324 .

The mobile device 100 may include a presentation platform 312 (eg, implemented in C++), an optional UI (user interface) server 314 , a client 316 and a scripting interface 214 . Client 316 generates reports containing subscriber data and transmits the reports to web-based service 204 . Client 316 receives script 320 from web-based service 204 that may correct the subscriber's problem. Scripting interface 214 allows a single script to be executed by multiple operating systems and hardware configurations. Additionally, the mobile device 100 may also include an OS (Operating System) 318 , a specific OEM (Original Equipment Manufacturer) 322 and device hardware 320 .

FIG. 4 illustrates the architecture of the mobile device 100 . The presence platform 312, UI server 314 and script processor 406 process or are involved in operator specific scripts 400. Carrier specific scripts 400 may include scripts related to billing information, billing payments, forwarding calls, establishing online photo albums, etc., including those specific to wireless service providers such as those providing preferred user interfaces. OS-specific code 402 is employed by OS native engine 408 , which includes script database 410 and report database 412 . The scripting interface 214 employs handset specific code 404 . Handset specific code 404 may also apply to SIM 414 , OS 318 , specific OEM 322 and handset hardware 320 .

FIG. 5 illustrates a display 504 on the mobile device 100 for providing customer support locally. Referring to Figure 5 (and other screen displays), a typical phone or computer display or web page for performing some of the tasks described herein is illustrated. Screens provide facilities for receiving input data, such as forms with fields to be filled, menu selections, drop-down menus or entries allowing one or more of several options to be selected, buttons, sliders, hypertext links, or for receiving user Other known user interface tools for input. While certain ways of displaying information to a user are illustrated and described with respect to certain figures, those skilled in the relevant arts will appreciate that various other alternatives may be employed. The terms "screen," "web page," and "page" are generally used herein interchangeably.

Screens may be stored as display descriptions, graphical user interfaces, or other methods of describing information on a computer screen (such as commands, links, fonts, colors, layouts, sizes, and relative positions, etc.), where the layout and information to be displayed on a page or the content is stored in the database. In general, "link" means any resource locator that identifies a resource on the network, such as a display description provided by an organization having a site or node on the network. As used generally herein, "display description" means on a computer screen in any of the above formats as well as formats such as email or character/code based, algorithm based (e.g. generated vectors), Flash format or matrix or bitmap Any method of automatically displaying information in other formats, such as .

A subscriber may access display 504 on screen 502 by dialing a customer support number, such as "611." Display 504 automatically provides the subscriber with a list 500 of the most important issues or questions, which may answer common customer support questions. The subscriber may use the more options button 508 to scroll down on the display 504 to view additional items. A subscriber may use select button 506 to select an item from the list. Selecting items allows the mobile device 100 to retrieve relevant data from the local programmable non-volatile memory 116 .

Figure 6A illustrates a basic routine for intercepting and redirecting customer service support calls on a mobile device. At block 602, the subscriber dials a customer service support number, such as "611," in order to access a customer support call center. The subscriber's mobile device locally determines whether the dialed number matches a number stored in the mobile device (block 604). If the numbers match, the mobile device intercepts the customer service support call locally on the mobile device and performs an action on the mobile device (block 608), as described below. In one embodiment, the mobile device may intercept incoming calls and display stored content (eg, a series of help screens) locally, or launch a browser to a predetermined web page via a network connection. If the numbers do not match, the mobile device allows the call to the call center to be completed (block 606).

FIG. 6B illustrates a detailed routine 600 for intercepting and redirecting customer service support calls on the mobile device 100 . At block 610, the subscriber dials a customer service support number to access a customer support call center. The mobile device 100 determines whether the subscriber's call should be intercepted locally and redirected to a mobile device application running on the mobile device or allowed to proceed without redirection (block 612). The mobile device 100 determines whether the dialed number matches a locally stored number in the table. If the numbers match, the call is intercepted. If the subscriber's call is permitted to proceed without redirection (block 614), the call center determines whether more items need to be processed (block 616). If more items need to be processed, the call center directs the subscriber's call to block 612 to process the call and determine whether the call should be intercepted. If no more items need to be processed, the subscriber's call ends (block 618).

If at block 612 the mobile device 100 determines that the subscriber's call should be intercepted, the call is directed to a mobile device application running on the subscriber's mobile device along with the access information needed to route the message to the mobile device (block 620). In one embodiment, the mobile device may play a sound or display a dialog on the display to indicate that the call has been 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 a network signaling technology, such as SMS or USSD. At block 628, the mobile device 100 receives and processes signaling messages from the mobile device application. The mobile device may also receive certain customer self-support data from the network. At block 622, a customer support session begins on the subscriber's mobile device using locally stored data received from the mobile device application. Various techniques may be employed by the mobile device to display and respond to the described customer support items. At block 624, the mobile device locally resolves the subscriber's support case, described below. In an alternative embodiment, the mobile device retrieves data or scripts from the network to address the subscriber's support issue, as described above (block 626).

In an alternative embodiment, the call center determines whether the subscriber's call should be intercepted and directs the call accordingly. Call centers may utilize IVRS (Interactive Voice Recognition System) to communicate with subscribers. If the call center determines that the call should not be intercepted, the call is cleared to proceed through the call center for processing (block 614). If the call center determines that the call should be intercepted, the call is redirected to the mobile device for local processing (block 620).

Customer support calls can be intercepted before being connected to the call center, as shown in Figure 6A. Customer support calls can also be intercepted and redirected after a connection to the call center has been established. Figure 7 illustrates a routine for intercepting and redirecting a call after having connected to a customer support call center. At block 701, a subscriber calls a customer support call center from his or her mobile device. The call is connected to the call center, and the mobile device determines whether the call should be intercepted (block 702). If the mobile device determines that the call should not be intercepted, the call is allowed to continue with normal call center processing (block 704). If the mobile device determines that the call should be intercepted, the call is redirected or rerouted to the mobile device (block 706), where the mobile device displays a list of possible solutions to the subscriber's problem (block 708). Thus, voice calls are translated into actions on the mobile device. Rerouting can be done by call center software that reroutes calls, or by agent call centers (FIG. 14) that employ device push to respond to inbound calls.

8A-8D illustrate software routines for performing the call intercept method and related functionality. The software routines may be stored in the memory 116 of the mobile device 100 . At block 800 of FIG. 8A, the mobile device locally receives an entered telephone number, such as a number for a customer service support call. The mobile device determines whether the entered number matches an existing customer support number (block 802). This determination can be made by comparing the entered number to a list of recognized customer support numbers stored on the mobile device. If the entered numbers do not match, the subscriber's call continues. If the entered number matches an existing number stored on the mobile device, the mobile device intercepts the call and redirects it to a process stored locally on the mobile device (block 804). A message may be displayed on the mobile device indicating that the call has been intercepted. The mobile device displays on the mobile device a list of possible solutions to the subscriber's problem (block 806), and may also display an indication for selecting a possible solution (block 808), as described herein.

FIG. 8B now shows a subroutine for notifying subscribers about a high volume of customer support calls. After the subscriber calls the customer support call center, the subscriber's mobile device may approximate and display a wait time for a voice connection with a customer service representative (block 810). In one embodiment, the mobile device can approximate the wait time according to a formula that accounts for the time. In an alternative embodiment, the mobile device may approximate the latency using information queried from the network. The wait time can be displayed on the mobile device, thereby dissuading the subscriber from completing the call, instead employing customer self-support functionality on the mobile device. In yet another embodiment, the mobile device may not determine or display the wait time at all.

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 chooses to send a message to the customer support call center to call back at a later time, the subscriber's request for customer support is placed in a queue for the call center to return the call when call volume permits (block 820). The message may take the form of email, SMS, IP, etc. The message may contain customer related information (eg phone number, name, possible questions, etc.). The subscriber can use the mobile device as usual after sending a message to the customer support call center. The mobile device can track the requested call, and the subscriber can cancel the request when he or she finds a local solution on the mobile device.

If the subscriber chooses not to send a message to the customer support call center to call back at a later time, the mobile device may employ a display element on the display (block 816) to provide an option to send the message later (block 814). If the subscriber selects a display element on the display, the message is transmitted to the call center to request a callback.

In one embodiment, the mobile device can log all actions performed by the user, so that after completing all help screens on the mobile device, the mobile device can place the call into a zero-wait queue at the customer care center and send all keystrokes or Other information is provided from the mobile device to the customer service representative. This way, the customer care representative will know what the subscriber has been doing and that the subscriber needs assistance. This can be combined with a mobile device, previously sending a request message to a customer care center, and then receiving a special number, such as a 36-digit number, for accessing the zero-wait queue and initiating assistance to a designated customer care center.

Continuing to FIG. 8C , a subroutine for accessing solutions to customer support issues begins where the subscriber selects solutions to customer support issues on the mobile device (block 822 ). If the security code is not required to access the solution on the device (block 824), the mobile device provides the selected solution, which may be implemented in the device itself (block 832). The selected solution may contain step-by-step procedures or screens, infographics, video and/or audio clips, multiple executables from data on a mobile device, multiple executables from data on a network or remote server, etc. After the mobile device provides access to and implements the selected solution, the device may store information related to the subscriber's selected solution locally or remotely (block 834).

At block 824, if a security code is required to access the selected solution, 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, the mobile device will deny access to the selected solution (block 830). If the security code is correct (block 828), the mobile device will provide access to the selected solution and the solution can be implemented (block 832). An example of this is provided below with respect to Figures 9A and 9B.

Figure 8D now illustrates a subroutine for changing display elements on a mobile device. If the subscriber selects the option to change the display appearance on the mobile device (block 836), the mobile device provides the subscriber with an option to change the display appearance (e.g., product name, overlay, multiple time zones, status of the mobile device, status of the network, etc. - block 838) Options. This is one example of user configuration of the assistance device - many others are possible.

The mobile device may also check whether new or updated information is available for the mobile device (block 840). For example, information may refer to scripts or other software executables that may be downloaded from a network to a mobile device. If new information is available, the mobile device downloads and installs the information (block 842). If new information is not available, the phone proceeds to receive and process the dialed number again.

Changing the display appearance on the mobile device may include superimposing a logo on the wallpaper of the mobile device, displaying two time zones when the mobile device recognizes a transition to a new time zone, etc., as described below. The mobile device may display a ticker over the screen, which for example displays: "Welcome to Customer Care: The average wait time is five minutes. You may now view the following screens to help resolve or answer questions faster." The mobile device also Audio feedback or audio scripts such as the sound of a call ringing or going off-hook may be provided as well as voice scripts providing the same information as provided in the ticker. This can then replace actually making a phone call. A similar audio script may be provided to simulate a call to or response by a customer support call center.

An example of a common customer support call is to retrieve a SIM (Subscriber Identity Module) unlock code. Figures 9A and 9B illustrate appropriate screens to assist the user in unlocking the SIM on the mobile device. Portion 900 of Figure 9A illustrates that the SIM is locked. 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 (eg, providing input to Screen Part-904), the mobile device may prompt the subscriber to enter backup information in order to decrypt the SIM unlock code stored on the mobile device part (906) of Figure 9B. For example, the backup information might be an answer to a question, here the name of the subscriber's dog (908). Entering the correct name will unlock the SIM by selecting the "unlock" option after entering the correct answer (910).

10A-10C are examples of mobile device screen displays delivering automatic updates to subscribers and responding to network events. Referring to Figures 10A-10C, one example of how the above-described software operating on the mobile device 100 can automatically update the functionality on the phone is illustrated. As shown in Figure 10A, the upper portion 1002 of the mobile device display 504 displays the service provider's name "Vector Mobile", but as the mobile device roams across network boundaries, the software on the mobile device receives messages from the new network. When the mobile device receives a registration message from the new network service provider "MarquisCom", the device registers for the voice service on the new network and displays the name of the new network on the upper part, as shown in 1004 of FIG. 10B . In addition, the phone automatically establishes the correct Access Point Name (APN) from the subscriber's service provider's preferred roaming partner, and the subscriber can continue to access data applications. In one embodiment, the mobile device application can detect roaming on a "611" call and call a toll-free number to contact the subscriber's home call center to answer the service problem call. This allows subscribers or wireless service providers to avoid surcharges. Additionally, the phone may automatically offer to change the phone's local clock time, add the appropriate country code to the phone number in the mobile device's address book/speed dial list, etc., as shown in Figure 10C. In general, scripts running on mobile devices not only monitor network availability and status, but also device settings and configurations to automatically react to application errors. In this way, mobile devices can capture subscriber activity and create standardized scriptable functions that can be combined to create context-sensitive services.

Service providers may also offer service levels to different groups of subscribers. For example, FIGS. 11A, 11B, and 11C illustrate examples of display screens provided for basic customers, high average revenue per unit (ARPU) customers, and enterprise customers, respectively. For the example of FIG. 11A , the service provider can control the experience provided to the subscriber in order to minimize customer maintenance costs while giving a high user experience, as described herein. As shown in the upper portion 1102 of the screen of FIG. 11A , the user name "MariePascal" and associated phone number are displayed along with her current balance, expiration date of minutes purchased, end of last minute, number of minutes used, and minutes used. number of messages. Lower section 1104 provides some common functions that a subscriber may wish to perform, such as the number of minutes ending now, access to games or other desired subscriber features (such as ring tones), entry points to a range of help options, and purchase products offered by service providers Opportunity.

Below the intermediate service levels (as shown in Figure 1 IB), service providers can enhance the high ARPU subscriber experience by providing comprehensive vendor support for premium service access. Callbacks can be scheduled from the customer service call center, and any service call can be automatically routed to the premium support group or to the head of any queue. The upper portion 1106 of the screen illustrates graphs representing used and allowed voice minutes, SMS messages, and kilobytes of data, while the lower portion 1108 illustrates such a premium subscriber accessing his or her billing records, automatically speaking to a premium customer support representative , access to portal services, and the option to view upcoming events for premium subscribers.

Figure 11C extends the subscriber experience to enterprise customers by allowing them to customize the products offered and to take into account enterprise applications and vendor support. Enterprise-specific services can be provided with integration to the enterprise help desk. As shown in Figure 11C, upper portion 1110 indicates that certain enterprise functionality is enabled, in this example call forwarding is turned on. Central section 1112 allows enterprise subscribers to configure data for the service, configure voice options, access a list of help or "quick start" topics, and access a menu of goods/services to purchase. The lower section 1114 provides email, voicemail and data service support for enterprise subscribers. Thus, the middle portion 1112 of the screen is carrier-related, while the lower portion 1114 is enterprise-related (e.g. telling subscribers how to implement voicemail).

The data shown in the screens of Figures 11A-11C may generally be automatically refreshed, thus requiring no subscriber calls to customer maintenance. However, if the subscriber does call customer maintenance, the mobile device can automatically forward the relevant data to the call center and connect to a relevant group, such as premium call service, advanced technical service or billing department. Also, as described above, the audio notification is initially played so that the subscriber perceives an immediate response.

The mobile device support application described herein also allows the user to access help instructions at the appropriate time, where these instructions are automatically provided to the user, rather than forcing the user to search for a lengthy help menu from time to time for related topics. Automatic directions may be useful, for example, when a subscriber dials "911." When a subscriber makes a "911" emergency call, the subscriber's mobile device may provide first aid indications upon detection that "911" was dialed. The mobile device can automatically provide information to a "911" PSAP (Public Service Answering Point) call center. The mobile device can also inform the PSAP that the phone has a camera, and the mobile device can then instruct the subscriber to send a picture or live video of the patient or victim to a medical professional, such as an EMT (emergency medical personnel). (Instead, the mobile device can receive instructional video to help describe the appropriate first aid to administer to the victim.)

Additionally, the system can be extended to handle other calls, such as messages or "411" calls. Here, the mobile device may intercept the 411 call and provide the user with options such as a list of previously requested numbers (with or without relevant information associated with those numbers), options to access information via frequently or recently visited web pages, etc. .

As shown in FIG. 12A , the user has taken a picture or captured an image via the mobile device 100 . In response, the phone captures the event, allows the script writer to create a context-based reaction process, and provides a service alert, as shown in Figure 12B, which asks the user if he or she wishes to send a picture to another person, and if so, then The phone navigates the user to one or more additional screens, instructing the user how to perform this action. Therefore, these user guides are interactive and context sensitive. Subscriber usage of these features is facilitated via on-screen suggestions, and training is provided when it is most valuable to the user.

Thus, an added component to providing localized customer support includes the use of instructions or guides instructing subscribers to use 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 use. The mobile device can then locally initiate an automated training guide specific to the context of the application or situation. Guides are used to guide the subscriber through operations and consist of a set of instructions. Additionally, mobile devices can automatically collect configuration or setup data from subscribers in order to provide automated context-sensitive guidance and guidance at relevant times. Alternatively or additionally, the mobile device may retrieve training instructions or guidance from the network, or the use of automated context-sensitive training guidance in one application or service may trigger automated training in another application or service. The results of the training guide may be recorded for offline analysis. Furthermore, instead of providing the guide functionality only the first time, the mobile device may monitor usage of the device functionality and activate the guide functionality after a predetermined period of time has elapsed (eg, three months). After a predetermined time, the mobile device may assume that the subscriber has forgotten how to perform the intended function and thus provide the guide functionality again.

Figure 23 illustrates an example of a context sensitive screen for a secondary subscriber. This context sensitive screen may appear on the mobile device display in response to the subscriber selecting a function for the first time. For example, a subscriber might have access to a button or function to take a picture on the mobile device. A context sensitive screen may appear on the display 504 in response to this selection, here it is the initial training presentation 2302 that starts the subscriber browsing to learn a new application - the steps required to take a picture, then store or send that picture. Additionally, the context sensitive screen may contain an options list 2304 that provides the subscriber with different options for handling a certain function.

Thus, the phone may recognize first use, and use in one application, function or service may trigger training for the user in another. As noted above, when a subscriber launches an application on his or her mobile device for the first time, the interactive training session automatically recognizes this first use and launches the training session accordingly. A small training situation instructs the user in what to do and may collect configuration or setup data and feedback data that may be provided to the service provider. These user guides do not need to be stored locally, but may be distributed over the air from the network as needed, but general guides are available through all applications and are stored locally for this purpose. A supporting application on the mobile device monitors usage behavior and initiates training scenarios for the user guide based on mobile device events. By automatically activating such user guides, the subscriber's understanding of the existing application or service being offered is enhanced, and the results can be recorded in the phone and downloaded to the network, or transmitted in near real time to the network for offline analysis. Further details regarding appropriate user interface options can be found in the document entitled "Example for Customer Self-Support on Mobile Devices" assigned to and filed concurrently with the same assignee as this application (Attorney Docket No. 45485-8002). PCT Application No._____ of User Interface Method for .

Figure 13 illustrates various applications running on a mobile device that interact with the call intercept functionality. A subscriber may select a particular item in browser 1300 or contact application 1302 to launch an addressable web page or application (block 1312). Selecting a customer support phone number from the contact application 1302 may result in a call being intercepted by the subscriber's mobile device (blocks 1314 and 1316) under the call intercept functionality (block 1322) of the call intercept application (block 1310) on the device. The phone number dialing application 1306 and hardware or software buttons 1308 may also be used to place calls that may be intercepted by the call intercept function 1322 . In general, the intercept application 1310 may receive a phone number from a subscriber, determine whether the entered number matches a number stored in the mobile device (block 1318), and if so, intercept the call (block 1324). If the phone number does not match a number stored in the mobile device (block 1318), the call passes through the call center (block 1320) before ending (block 1326).

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. Mobile voice network 1406 interacts with call center system 1404 through PSTN (Public Switched Telephone Network) 1424 . The mobile data network 1408 can interact with the call center system 1404 through the Internet 1426 . A call center includes various known components, some of which are shown, including Automatic Call Distribution (ACD) and Computer Telephony Interface (CTI) software and Interactive Voice Response (IVR) or Analog Display Service Interface IVR.

The agent call center system 1428 can remotely activate mobile devices that do not contain mobile device applications by sending network messages (eg, SMS, USSD, etc.) over the PSTN 1424 . The message contains a link to a local or remote screen, which can be used to activate the unit. Remote activation of mobile devices can occur on primary, tertiary or agent call center systems. The agent call center 1428 includes other known components, some of which are shown.

Figure 15A illustrates more details of a call routing system for mobile device-based customer support, according to an alternative embodiment. A call routing system may include a call flow having components such as voice 1501 mobile device 100 and server 204 . A subscriber may initiate a call (block 1510) with a mobile device that includes a mobile device support application for intercepting the call (block 1508), or typically 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, the agent call center system 1428 can remotely activate the self-supporting functionality on the mobile device by sending a network message. In an alternative embodiment, the agent call center system 1428 can remotely activate the self-support function after having placed a call to the customer support call center, even downloading any necessary software or help screens to the mobile device. If the mobile device includes a mobile device application, the mobile device determines whether the entered phone number matches an existing customer support number (block 1514). If the number entered does not match an existing customer support number stored on the mobile device, the call continues without interruption (block 1518). If the entered number matches an existing customer support number stored on the mobile device, the mobile device intercepts the call and redirects it to the mobile device application on the mobile device (block 1516).

In this alternative embodiment of FIG. 15, once the call has been initiated (block 1510), an audio introduction may be initiated via agent system 1428 employing agent IVR (block 1520) or via call center 1404 employing operator IVR (block 1522). (Alternatively, the mobile device may store an audio file or script locally to mimic or spoof a call to a call center.) Either way, the subscriber is audibly prompted to press a button if the subscriber's question corresponds to a particular service or feature (eg, "X") (block 1524). If the subscriber does not press the button corresponding to the service (eg "X" - block 1526), the call continues without interruption through the IVR routing system (block 1534). If the subscriber presses the button corresponding to the service (block 1526), the call center determines whether the mobile device has the required self-supporting mobile device application (block 1528). If the mobile device has a mobile device application (block 1530), the mobile device intercepts the call and redirects it to the mobile device itself (block 1532), and provides an appropriate audio message.

The mobile device application on the mobile device typically addresses the subscriber's problem and solves the matter locally, as described above. In cases where the mobile device application cannot resolve the matter locally, the mobile device may rely on data from the network 204 to resolve the matter (block 1536), providing the data to the device via the calling appropriate connection (block 1538). When the network 204 receives a request for data from a mobile application device, the network may verify that the mobile device application has a license to access the data from the license database (1542) (block 1540). The network 204 may also determine whether the mobile device is WAP (Wireless Application Protocol) enabled (1544). If the mobile device is WAP enabled, data may be transmitted from the network 204 to the mobile device using WAP (block 1546). If the mobile device is not WAP enabled, data may be transferred from the network to the mobile device using a non-WAP enabled protocol, eg, via SIM STK (SIM Application Toolkit - block 1548).

FIG. 15B illustrates four options for providing customer support locally on the mobile device with the mobile device application after block 1516 of FIG. 15 . In a first option, the mobile device prompts the subscriber for input (block 1550). If the subscriber's question corresponds to a particular service or feature, the mobile device may prompt the subscriber to select a button (eg, "X") (block 1552). If the subscriber does not select a button corresponding to a particular service or feature (block 1554), the mobile device may provide the subscriber with more options to select (block 1556). The subscriber may select an option (block 1554), or may complete a call to customer support (block 1558).

If the subscriber selects the button corresponding to a particular service or feature (block 1554) or directly under the second option, the user interface of the mobile device application is launched (block 1560) to provide self-support to the user. Under the third option, the mobile device application retrieves the device or service context and launches the mobile device application's user interface (block 1562), while the fourth option may consist of a combination of the first, second, and third options. The device context may include the current state of the mobile device and a series of inputs provided to the device based on the state tracked by the device and a running log of inputs. For example, memory 118 may include images most recently stored therein, and an input log may indicate that the mobile device has recently taken pictures and a list of electronic addresses/numbers accessed on the phone. Therefore, the mobile device application can use this contextual information to estimate that the user may try to send a picture to a friend, and thus ask the user through the user interface if he wants instructions on how to send the picture. Other contextual information may be collected, including system data (such as whether a call was dropped recently).

FIG. 16 illustrates a routine for providing support from the web server 204 to the mobile device 100 after block 1548 of FIG. 15 . The mobile device 100 may include STK (SIM Application Toolkit) for driving an interface and data exchange between the mobile device and the network server 204 . The STK may search for relevant support pages in response to the data request from the mobile device application (block 1610). Relevant support pages may be stored in a support pages database 1612 on the web server 204 . Relevant support pages may be pushed to the mobile device via SMS, USSD, or other method (block 1614). The STK application processor 1604 on the mobile device opens the support page using a browser (block 1620). Additionally, additional support pages may be retrieved remotely from the web server (block 1616) and opened using the STK application processor. Support pages from the web server may also be stored locally on the mobile device (block 1618). These support pages provide data or instructions, as described herein.

17A illustrates a routine for providing support from the web server 204 to the mobile device 100 using WAP (Wireless Application Protocol) push after block 1546 of FIG. 15 . The mobile device 100 may employ WAP to search for relevant support pages in response to the data request from the mobile device application (block 1610). Relevant support pages may be stored in a support pages database 1612 on the web server 204 . The web server may push links to relevant support pages to the mobile device using WAP push (block 1702). The WAP browser 1701 on the mobile device can then use the browser to open the link to the support page (block 1620). Additionally, additional links to support pages can be retrieved remotely from the web server via the mobile device (block 1616) and opened with a WAP browser. Pages stored locally on the mobile device may also be accessed (block 1618).

FIG. 17B illustrates an alternative to FIG. 17A that involves communicating with a SIM (Subscriber Identity Module) card on the mobile device 100 . Here, the web server 204 may push a link to the relevant support page to the mobile device using SMS or USSD (block 1702). The SIM card in the mobile device processes the link (block 1706), and may launch a browser on the mobile device (block 1708). The process may then end (block 1710), or proceed to the WAP browser 1701 for further processing (blocks 1616-1620).

In an alternative embodiment, a SIM/USIM (Universal Subscriber Identity Module) on the mobile device can be used to intercept and redirect customer service support calls. Figure 18 illustrates a routine for intercepting and redirecting a customer service support call from a mobile device using the call control function of SIM/USIM (Universal Subscriber Identity Module). This alternative embodiment uses 3GPP TS 11.14 compliant (or similar) SIM or USIM built-in functionality to perform call control, whereby calls to supported calls are placed via SMS, supplementary service control strings, and/or other network and handset based control commands Reroute to the phone in general. This allows for routing calls without changing the handset dialer.

As shown in Figure 18, a subscriber first dials a number on a mobile device (block 1801). If the number dialed does not match a number stored on the mobile device, the call continues without interruption to the call center (block 1804). If the dialed number matches the number stored on the mobile device, the SIM card on the mobile device intercepts the call and redirects it to the mobile device using SMS, supplementary service control strings, network and mobile device based control commands, etc. (block 1802).

In one embodiment, the SIM card may send a command to the mobile device via SMS to launch the supporting application (block 1810). In another embodiment, the SIM card may send a command to the mobile device via USSD (Unstructured Supplementary Service Data) to launch the supporting application (block 1812). In yet another embodiment, the SIM card may send a command to the mobile device to launch a browser to a certain URL (block 1814). In an alternative embodiment, the SIM card may display the supporting functions on the SIM-based browser or application (block 1816). In addition, the advanced SIM capable mobile device 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 (1820).

The web-based service 204 can 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 execute diagnostic scripts locally on the device in order to collect user, device and network data. Such scripts can be loaded over the air (OTA), and can be so loaded at any point, or initiated from a call center agent's desktop computer. Initiated by an agent or mobile device, diagnostic scripts on the phone are automatically pre-initiated to resolve problems encountered by the subscriber. In one embodiment, the mobile device or call center agent can collect all required information over the air via script without asking the subscriber.

The system can also resolve phone issues and record how the problem was resolved. Network service providers can provide proactive diagnostics to automatically correct top call-driven configuration issues, thereby correcting such issues and reducing the number of subscriber calls to customer support lines.

Referring to FIG. 19, an example of a computer display displaying device information and configuration data used by a call center agent is illustrated. While on the phone with the subscriber, the agent can send diagnostic commands over the air to the mobile device from his or her desktop computer. In response, the mobile device retrieves or collects diagnostic and status information and sends it back to the agent's computer via the network. In this way, the agent is able to quickly correct matters regarding the first call with the subscriber, and never ask the subscriber to perform a lengthy task or call back over a landline. For example, the web-based service 204 need not require subscribers to remove their batteries to provide mobile device identification data, as the data will be automatically reported to the web-based service in real-time.

As can be seen in Figure 19, the system can automatically display detailed information about the mobile device and its owner on the computer to the call center agent. Web browser or customer service display 1902 includes options menu 1912, reports and history section 1908 (e.g., APN list, memory analysis, application list, etc.), mobile device owner name, owner's account number and phone number, MSISDN (Mobile Station Integrated Service Digital Network) number, International Mobile Subscriber Identity (IMSI) and details about the phone itself such as manufacturer, model, firmware version, serial number and IMEI (International Mobile Equipment Identifier). Other indicia, when selected, display the history, phone numbers, SIMs, etc. of the handset and other handsets associated with the subscriber. FIG. 19 also shows that the system can display media file counts 1910 representing different types of files (eg, photos, audio, video), the location of those files, the total number and size of the files, and the like.

Thus, the web-based service 204 can employ a standard web browser to interact with the reports and issue commands remotely from the web browser to the mobile device. In this way, the web-based service 204 or a call center agent can remotely monitor the activity of the subscriber and the mobile device, thereby notifying the subscriber when a problem occurs rather than when the subscriber reports a problem.

Perhaps more importantly, through the system, a call center agent can initiate actions on the mobile device via his or her computer. For example, as shown in media display portion 1910, a call center agent may select the "Select" button to perform a "move file to memory card" function, which allows the call center agent to move files from the embedded memory on the mobile device to the memory card on the device. Removable memory card. Other options include launching the subscriber's local Multimedia Messaging Service (MMS) guide, moving photos to an online photo album, displaying subscriber audio analytics, and the like. Likewise, the call center agent can select the appropriate button in the report/report history section 1908 to access a list of available IP network access point names, analyze how memory is currently being used on the mobile device, list the currently loaded and/or Applications running, counting media file types (shown as portion 1910) and listing the contents of the application registry for functionality as described above.

By clicking on the small image 2402 of the mobile device shown on the display 1902, the call center agent's computer displays a pop-up window 2404 showing an enlarged image of the mobile device including the current content of the mobile device's display, as shown in FIG. A call center agent or customer service representative can then interact with the image of the mobile device in window 2404 to remotely and virtually activate buttons on the mobile device, including sending touch screen commands to the mobile device if that device has a touch screen. This allows a call center agent to temporarily take control of the device for diagnostic or configuration purposes.

An example of remotely initiating an action or providing remote data to a mobile device is shown in Figures 8A and 8B. Another example is shown in Figure 20, where the mobile device performs active monitoring of the device itself via appropriate scripts or mobile device applications in order to monitor changes in network availability and status. The device application on the subscriber's mobile device can automatically monitor device settings, configuration, network availability and network status. Thus, the mobile device can respond to network events, such as roaming to a 2.5G type network, which has locally stored scripts to alert the user. In the example of FIG. 20, the mobile device has roamed outside the video service area, so the subscriber cannot send or receive video. However, a script on the mobile device provides a notification to the subscriber that voice calls, text messaging and many other lower bandwidth applications are still available. The mobile device script displays the instructional dialog 2002 on the display 504 . This helpful message to the subscriber can avoid costly calls to the support center when the user may have attempted to send or receive video outside of the service area. Mobile device scripts can also log and report events or errors. Additionally, the mobile device application may also automatically reconfigure the mobile device while roaming, or may add new network configurations. (Those skilled in the art will appreciate that the terms mobile device "script" and "application" are sometimes used interchangeably herein.)

A system including web-based service 204 and mobile device 100 can be used to collect and aggregate data or metrics from the mobile device. Mobile device activity can be automatically recorded and captured for periodic reporting to web-based services. The data collected can be used to determine which applications are used and how often users access them. The collected data can be used in conjunction with performance engineering systems and business intelligence can be gleaned from rich device-resident data or metrics.

The collection of such mobile device metrics starts with the network operator defining the data to be collected. All mobile device activity can be recorded or cached locally on the mobile device and periodically sent back to the network. Such logged data may include network events and messages. An over-the-air script provided to the mobile device by the network operator can instruct the device as to what metrics to collect and with what frequency. For example, a service provider may program the mobile device to report to the network the status of installed executables and their functional status on a regular basis (eg, monthly). The status of the executable program can be performed via an API (Application Programming Interface) function called by the reporting system.

With these scripts stored on the mobile device, user and network data is stored locally for periodic reporting, and collected to comply with the network operator's privacy policy, while being invisible to the subscriber. Available databases and reporting tools allow the import and use of regularly reported data. Such reporting tools produce reports formatted to include business intelligence and data warehousing or data mining. Hence, such data are apt to enhance network performance engineering systems. In general, the following is a list of some of the metrics that can be collected from a mobile device, but many others are possible: owner information, phone settings, IMEI, battery level, battery level history, connected discounted time billing percentage , volume level, ring tone, profile usage history, number or history of hard resets, contact count, installed apps, network settings, signal strength, radio frequency, tower ID, carrier ID, visited carrier ID, base station history , Carrier ID History, Phone Number, Voicemail Number, Mobile ID, Camera, SIMID, Audio Recording, 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 Percentage Used, Connection Status or Type of Connection Used, Volume Level, Backlight On/Off, Sound Events, Profiles, SIM Contacts, Device Disconnect power, device sleep, security settings, keypad lock, profile and SIM lock. Access to any of this data can be scripted so that network service providers can decide what metrics to collect from what mobile devices. Service providers can also capture activities (such as launched applications, network status, cell tower ID) and create standardized scriptable functions that can be combined to create context-sensitive services for users.

The method for intercepting a call on the mobile device 100 can also be applied locally to verify whether the subscriber is eligible for a special offer or promotion. 21A-21F illustrate a method for locally verifying a subscriber's eligibility for an advertising promotion on a mobile device. The method begins with a subscriber calling customer support to see if they qualify for an advertised promotion. The mobile device intercepts the call and redirects it to the mobile device itself. Figure 21A illustrates three icons (2102, 2104, and 2106) on the mobile device display corresponding to three different promotions. If the subscriber selects the "NEC 338" icon 2102, the display may display information about the promotion 2108 and links to conditions for determining whether the subscriber is eligible for the promotion 2110 and terms and conditions 2112 for the promotion (as shown in FIG. 21B ).

If the subscriber selects the "Do I Qualify" option 2110, the mobile device will check locally whether the subscriber is eligible for the promotion 2114 or query the appropriate web server as needed, as shown in Figure 21C. If the subscriber meets the promotion criteria 2116 (as shown in FIG. 21D ), the subscriber may choose to sign up for the promotion 2118 or not sign up for the promotion 2120 . If the subscriber chooses to sign up for the promotion 2118, 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, the mobile device prompts the subscriber to select a payment option 2126 by selecting "Yes" 2130 or "No" 2132, as shown in Figure 21F. Additionally, a link 2128 to the terms and conditions is also provided on the display.

It can be seen that several aspects of the present invention allow wireless service providers to transfer call support functions from the call center to the mobile device itself. The wireless service provider can monitor call center activity, and identify those subscriber inquiries that are currently consuming the greatest amount of call center time, and divert such calls to be handled at the device itself (when appropriate). As noted above, many of these customer support calls can be handled on the device, such as technical support questions, questions about a subscriber's eligibility for a promotion, billing inquiries, and the like. Thus, customer self-support screens and functions stored locally on the mobile device, links or data displayed in the splash screen on the device, or data (such as billing information), etc., can be dynamically changed to allow the wireless service provider to update the customer self-support Features are supported to accommodate those calls that currently consume the greatest amount of call center time.

The customer self-support feature is not limited to mobile devices, as described above. Such features are applicable to any remote device, including consumer appliances such as refrigerators, dishwashers, washers/dryers, ovens, and the like. For any such device with computing capabilities (and/or connection to the Internet), such devices may store information locally, as well as provide the functionality described above to handle customer inquiries previously handled by the call center or by the customer via another device, such as the website accessed by the customer's computer.

Thus, in an alternate embodiment, the mobile device may communicate with the home device using a Bluetooth or other wireless protocol link. 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 about a drop in temperature. Using the mobile device as an interface, the user can find information to address temperature drops on the mobile device itself, can download information from the web, or can call a customer support center for a specific device.

Referring to FIG. 22 , an example of an alternative embodiment is illustrated in which the mobile device 100 communicates with a plurality of remote devices 2202 , 2204 and 2206 . Remote devices 2202 and 2204 each include a wireless transceiver 2208 that communicates with mobile device 100, eg, via a Bluetooth link, IEEE 802.11, or other short-range wireless link. The mobile device can communicate with the remote device 2206 via a wired communication port 2210 to which the mobile device can physically couple at the subscriber's option. (It is also shown that the remote device 2202 includes a wired connection to the network 206.) Thus, the mobile device may be a central communication device in the subscriber's home or other location where the mobile device receives alerts from the remote device, provides instructions or step, allowing the subscriber to query the status of the remote device, allowing the subscriber to send commands to the remote device or operate the remote device, etc. While a local wireless link is described above, the mobile device may be able to remotely query and control the remote device via other connections, such as controlling remote device 2202 via network 206, or via longer range wireless links such as WAN, satellite links, etc.

As noted above, each remote device may include the customer self-support functionality described herein. Additionally, since some remote devices may lack adequate display screens or other user interfaces, the remote device may communicate with the mobile device so that the mobile device functions as a more robust user interface for that remote device. Thus, through the mobile device, the customer can receive instructional screens from a device, as well as provide commands to that device.

Unless the context clearly requires, throughout the specification and claims, the words "comprise", "comprise", etc. are to be read in an inclusive sense, as opposed to an exclusive or exhaustive sense, that is, in "including but not be understood in the sense of "limited to". As used herein, the terms "connected," "coupled," or any variations thereof mean any connection or coupling, direct or indirect, between two or more elements; the coupling of connections between elements may be physical, logical or a combination of them. Additionally, the words "herein," "above," "below," and words of similar import, when used in this application, refer to this application generally and not to any particular parts of this application. Where the context permits, words in the above detailed description using the singular or the plural may also include the plural or the singular respectively. The word "or" in reference to a list of two or more items covers all of the following interpretations of the word: any one of the items in the list, all of the items in the list, and any combination of the items in the list.

The above detailed description of embodiments of the invention is not intended to be exhaustive or to limit the invention to the precise forms 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, although procedures or blocks are presented in a given order, alternative embodiments may implement a routine with steps, or employ a system of blocks, in a different order, and some procedures or blocks may be deleted, moved, added , subdivided, combined and/or modified. Each of these processes or blocks can be implemented in a variety of different ways. In addition, although processes or blocks are sometimes shown as being performed sequentially, these processes or blocks may also be performed in parallel, or may be performed at different times.

In addition, the mobile device may employ many other locally stored applications than those described above. For example, a mobile device may include its own IVR system rather than employing the 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 might be to have the device place a call to a customer support call center.

In another alternative embodiment, the system may provide links to web pages provided by the wireless service provider, where the links are to specific web pages that directly address needs or questions related to the current state of the user's mobile device. Such an alternative is valid when the mobile device has a web browser and a sufficient data connection to the service provider's web server. Thus, a call intercept function on a mobile device may provide a link to a relevant web page, or even automatically access that page, so that it is displayed to the user (instead of displaying locally stored content, for example).

While many of the embodiments described above employ software stored on the mobile device (before it is provided to the subscriber or during a subscriber call), the scripts and other software described above may be hard-coded into the mobile device (e.g., stored in EEPROM, PROM, etc.). Furthermore, the above functionality may be achieved without the need for scripts or other special modules.

The teachings of the invention presented herein are applicable to other systems, not necessarily the ones described above. The elements and acts of the various embodiments described above can be combined to provide other embodiments.

All of the above patents and applications and other references, including any that may be listed in accompanying filings, are incorporated by reference. Aspects of the invention can be modified as necessary to employ the systems, functions and concepts of the various references described above to provide further embodiments of the invention.

These and other modifications 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 the level of detail in which the above description appears in text, the invention can be practiced in many ways. The details of a locally based support system may vary significantly in its implementation details, but still be encompassed by the invention disclosed herein. As noted above, use of specific terminology to describe certain features or aspects of the invention should not be construed to imply that the term is redefined herein to be limited to any specific feature, feature or aspect of the invention to which the term 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 those terms are explicitly defined in the above Detailed Description. 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.

Although 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, although only one aspect of the invention is set forth as being embodied in a computer readable medium, other aspects may equally well be embodied in a computer readable medium. Accordingly, the inventors reserve the right to add additional claims after filing the application to continue such additional claim forms for other aspects of the invention.

Claims (14)

CLAIMS 1. A method for providing assistance on a mobile phone in a wireless telecommunications network, the method comprising: receiving a user-entered telephone number on said mobile telephone, said user-entered telephone number indicating a call for directions or information; determining that the phone number matches a specific phone number stored in the mobile phone; intercept the call; building a list of two or more alternative questions that the user may experience based on known common customer support questions that are asked when making a call for directions or information; launching a locally stored application on the mobile phone, wherein the locally stored application provides a displayable list of a plurality of solutions, and wherein each of the plurality of solutions corresponds to a One or more alternative problems that the user of the list of selected problems may experience; receiving a user input selection of one of the plurality of solutions on the displayed list; and At least one displayable screen of information is provided in response to the received user input selection. 2. The method of claim 1, wherein building the list of two or more candidate questions further comprises detecting device settings and configurations to automatically react to application errors. 3. The method of claim 1, wherein building a list of two or more candidate questions further comprises capturing subscriber activity and creating standardized scriptable functions that can be combined to create context-sensitive services. 4. The method of claim 1, wherein at least one candidate question on the list of two or more candidate questions involves retrieving a SIM unlock code, running a handset update, modifying a local clock on the mobile phone time, add the appropriate country code to the phone number in the address book of the mobile phone, or perform an account balance check/payment. 5. The method of claim 1, wherein the initiating includes also initiating a web browser to initiate a device-based support session, and downloading a page with information related to customer support. 6. The method of claim 1, wherein one of the plurality of solutions includes instructing a user to take a picture using a camera on the mobile device and send the picture to another party or store the picture. 7. The method of claim 1, wherein one of the plurality of solutions includes initiating a multi-step guide for the user to resolve an alternative problem that the user is experiencing. 8. A method for intercepting a call to perform a local action on a mobile device, the method comprising: storing and displaying data matching the calling number in said mobile device; detecting initiation of a phone call on the mobile device; determining that the number of the telephone call matches a stored specific telephone number; intercepting the telephone call and rerouting the telephone call to the mobile device; providing a list of two or more alternative problems that the user is experiencing based on known common customer support problems that are asked when making a call for directions or information; A step-by-step procedure for addressing at least one of said alternative problems is displayed, wherein said step-by-step procedure includes at least two steps according to said rerouted telephone call. 9. The method of claim 8, wherein said determining comprises determining that said specific number matches a telephone number of a support call center, and wherein said telephone call is made by software on a support call center or an agent call center intercepted. 10. An apparatus for intercepting a call on a mobile device, the apparatus comprising: means for storing and displaying in said mobile device a matching call number; means for detecting an entered telephone number and making a telephone call request using the entered telephone number on said mobile device; means for determining that the entered telephone number matches a specific telephone number stored in said mobile device; means for launching said application comprising a training session of said application when said application is launched for the first time and when said entered telephone number is detected to match a stored specific telephone number, wherein the training session includes a plurality of solutions to two or more alternative questions based on known common customer support questions, and wherein the known common customer support questions are when asked for instructions or information When the call is queried, at least one of the plurality of solutions is a step-by-step process comprising at least two steps. 11. The apparatus of claim 10, wherein the means for initiating comprises means for initiating a web browser to initiate a device-based support session or download a page with information related to customer support. 12. The apparatus of claim 10, wherein at least one of said alternative questions involves retrieving a SIM unlock code, running a handset update, or adding an appropriate country code to a phone number in the mobile phone's address book. 13. The device of claim 10, wherein the means for initiating comprises means for displaying step-by-step steps for a user to perform on a display of the mobile device. 14. The device of claim 10, wherein the means for initiating further comprises means for initiating at least one executable module to access or change data stored on the mobile device, wherein the The executable module dials special commands, changes settings on the mobile device, stores or retrieves passwords or lock codes in the mobile device, accesses or changes data on a service provider's network or on a remote Internet server, or downloads New software or data for installation, configuration or status checks.