Remote management and analysis techniques in cellular and satellite radio networks

Several system diagnostic and network management tools are disclosed that, as a primary goal, support the consumer's ability to self diagnose and solve an existing problem. A non-intrusive diagnostic tool is provided that exposes system parameters of a consumer system for remote analysis by qualified personnel. Important data parameters of a given radio receiver are preferably predetermined and gathered directly at the receiver. Then, they are uploaded via the Internet from a removable memory placed into an Internet terminal (e.g., PC), or through a temporary docking station connected to an Internet terminal. This leads toward quick and efficient problem resolution with a properly informed customer service representative that is crucial to enriching the consumer's experience. The data collected relating to relevant system parameters may be used by service providers to enhance or even in some cases enable services.

BACKGROUND OF THE INVENTION

1. Field of the Invention

This invention relates to the technical and marketing challenges of satellite and cellular radio-based technology, including remote diagnostics and allowing for management by qualified personnel should a problem arise.

2. Background of Related Art

In a consumer-grade service offering, such as the emerging satellite radio market as well as the developing cellular radio market, it must be assumed that the consumer does not understand nor have the capability to diagnose and solve problems in these systems. When problems do arise, the consumer typically places a call to a call-center where a ‘qualified’ attendant is available to assist the user in diagnosing the problem and arriving at a solution for the same. This is a costly model as it makes lengthy use of a manned call-center.

For instance, to properly accomplish this task, a call-center attendant will attempt to gain insight into the consumer's system by asking relevant usage questions of the user, as well as questions relating to ascertaining a description of the problem(s).

To collect the usage pattern of receivers, the service provider normally has to do it by mail, phone based survey, or deploy a service technician into a given area. However, this results in high cost, is time consuming, and ultimately may be inaccurate. Also, all users are not necessarily active in response to such methods.

In a known solution, user applications that allow support information gathering of a given service are generally not available in Satellite Digital Audio Radio Service (SDARS) and cellular-based services. Data Management and collection tools to date have been provided for personnel that are ‘skilled in the art’ of network management. In most cases, deployment of a service technician into a given area to diagnose an issue is required. This is a time consuming and costly service. Residential applications, however, are consumer focused. Generally, residential consumers have little or no prior network management experience.

Remote management and analysis tools to date have been provided for Network Management personnel that are ‘skilled in the art’ of network management. These network management personnel generally need to be deployed to a given service area, e.g., when a customer complains that the cellular signal is lost, when the signal strength is degraded to an unacceptable level, or when general problems are occurring. Such deployment of a qualified service technician is a costly endeavor.

There is a need for a technique and apparatus for providing efficient, accurate and cost-effective analysis and correction of problems arising in consumer's satellite and cellular radio devices.

SUMMARY OF THE INVENTION

In accordance with the principles of the present invention, a diagnostic data collection module in a satellite radio, cellular radio, or WiFi type radio receiver comprises a diagnostic data memory designated to maintain a plurality of operating parameters relating to operation of the satellite, cellular or WiFi radio receiver. An operating parameters monitoring and storage module obtains operating parameters relating to operation of the satellite radio receiver and directs storage of the operating parameters into the diagnostic data memory.

In a satellite, cellular or WiFi type radio system in accordance with another aspect of the present invention, a method of gathering user pattern information comprises receiving via an Internet operating parameter data from each of a plurality of radio receivers. The operating parameter data is measured directly by each of the plurality of radio receivers, and is provided to a central area via an Internet terminal. A use pattern is determined based on the operating parameter data received from the plurality of satellite, cellular or WiFi type radio receivers.

DETAILED DESCRIPTION OF THE ILLUSTRATIVE EMBODIMENTS

The present invention streamlines customer support problem resolution by providing mechanisms in emerging cellular and satellite radio systems (a.k.a. pay radio systems) or wireless fidelity (WiFi) ‘hotspot’ deployment that enable simple and direct diagnostic tools coordinated between a consumer's actual device, and a representative at a technical call center.

The present invention provides the ability of systems to support spectral analysis of a given service coupled with characterization of other important networking elements which allow remote analysis by qualified service technicians, allowing insight into the customer system. Armed with the analysis method and techniques in accordance with the principles of the present invention, potential remediation efforts can be provided remotely, thus minimizing costs to the supplier. At the same time, a fairly non-intrusive remediation measure is provided for the customer.

When problems do arise, the consumer typically places a call to a call center, where a qualified attendant is made available to assist in diagnosing and solving the particular problem. However, the present inventors see this as a relatively costly model because of the costs of call centers, thus that call center time should generally be minimized.

In accordance with the invention, to properly accomplish this task, the attendant at the call center would best benefit from gaining direct insight into the consumer's system. When self-diagnosis is not possible, non-intrusive diagnostic data gathering tools are used to save data relating to various system parameters of the consumer system for subsequent remote analysis by qualified personnel. Using DSP-based techniques, the solutions disclosed herein are implemented with relative ease.

Several system diagnostic and network management tools are disclosed that, as a primary goal, support the consumer's ability to self diagnose and solve an existing problem. A non-intrusive diagnostic tool is provided that exposes system parameters of a consumer system for remote analysis by qualified personnel.

In accordance with the principles of the present invention, important data parameters of a given radio receiver are preferably predetermined and gathered directly at the receiver. Then, they are uploaded via the Internet from a removable memory placed into an Internet terminal (e.g., PC), or through a temporary docking station connected to an Internet terminal. This leads toward quick and efficient problem resolution with a properly informed customer service representative that is crucial to enriching the consumer's experience. The data collected relating to relevant system parameters in given groups or demographically similar users may be compiled by service providers to enhance existing services, or even in some cases enable new services.

Data gathering facilities may be provided within a receiving radio system, for later upload to a service provider for diagnostic analysis as necessary. This allows a given service provider data the ability to enhance or enable various diagnostic services. Associated data collection facilities are implemented within the provider's system to gather and maintain historical and relevant information about a particular user's radio receiver, allowing a call-center of a given service provider data the ability to remotely diagnose or troubleshoot a particular customer issue. The collection of data obtained directly by the radio receiver itself allows a given service provider the flexibility to ensure various qualities of service.

With the knowledge of particular aspects of a given consumer's radio receiver, a service provider may also have information enabling the possibility to download to the radio receiver various incremental software releases specific to the user's radio system, providing the ability to upgrade a given customer's radio receiver unit.

The present invention is applicable to many radio reception services, e.g., satellite broadcasting services, cellular telephony applications, and WiFi ‘hotspot’ deployment. In accordance with the principles of the present invention, data is collected directly from a consumer's radio receiver. The collected data is uploaded to a data collection server of a given service provider, e.g., using the Internet, making off-line analysis results readily and quickly available to call center personnel.

FIG. 1shows an exemplary satellite radio including an operating parameters monitoring and storage module, and removable memory card, in accordance with the principles of the present invention.

In particular,FIG. 1shows an exemplary satellite radio120that receives a radio broadcast from a satellite201. WhileFIG. 1shows a satellite radio in particular, the invention is equally applicable to emerging pay radio techniques such as cellular radio, as well as to WiFi application.

Importantly, the satellite radio120includes a removable memory diagnostic card102. The removable memory diagnostic card may be any memory device which is adapted for easy installation and removal from the satellite radio120, e.g., a CompactFlash Card, or an SD Memory Card.

The removable memory diagnostic card102need not be installed at all times in the satellite radio120. For instance, the removable memory diagnostic card102may be installed during times of diagnosis, and removed from the satellite radio receiver and placed in an appropriate Internet terminal for upload of obtained diagnostic data when appropriate. However, it is preferred that the removable memory diagnostic card102be installed most of the time, so that historical information prior to the occurrence of any problems can be included in the diagnostic data uploaded to the call center database.

The particular diagnostic data stored in the removable memory diagnostic card102is obtained and stored under the control of an operating parameters monitoring and storage module100. The storage module100is responsible for periodically or occasionally obtaining relevant, predetermined diagnostic data relating to the performance of the satellite radio120, and for storing the same in the removable memory diagnostic card102. Exemplary diagnostic data parameters may include, but are not limited to, receive strength signal indicator (RSSI), stations tuned to, location(s) that the satellite radio120has been operated in, etc.

As depicted inFIG. 1, the removable memory diagnostic card102may be easily removed by the user of the satellite radio120, preferably without the need for disassembly of the satellite radio module or its mounting.

The removable memory diagnostic card may be connected directly in the satellite radio module120, or may be connected via a suitable interface. For instance, the satellite radio module120may include a serial bus port (e.g., Universal Serial Bus (USB)), into which a small memory device such as a USB Memory Drive may be plugged.

FIG. 2shows an exemplary satellite radio including an operating parameters monitoring and storage module, and a docking interface, in accordance with another aspect of the present invention.

In particular,FIG. 2shows an alternative to the removable memory diagnostic card102shown inFIG. 1, i.e., use of a docking module210. In the embodiment ofFIG. 2, it is presumed that all or some portion of the satellite radio120ais portable enough to move to a docking station comprised of a mating docking module210interfaced to an appropriate Internet terminal213. In the disclosed embodiment, the Internet terminal213is a desktop PC. However, the Internet terminal may be any suitable device that can interface between the docking module210and the Internet233(e.g., a cell phone with a SMARTPHONE™ operating system and a serial interface (e.g., USB) to the docking module210).

In the example ofFIG. 2, diagnostic data is obtained under the control of an operating parameters monitoring and storage module100, and stored into suitable memory in the satellite radio120a(e.g., into Flash memory). Then, when necessary to upload the diagnostic data, the satellite radio120ais docked in the docking module210such that an application program running in the Internet terminal213is given access to the information contained in the diagnostic memory area (e.g., in the flash memory). The diagnostic data may be uploaded into a suitable data collection database237maintained by the service provider for later or current access by a call center operator operating a call center terminal240. The diagnostic data may be uploaded only occasionally by the user, or as part of a regular program of uploads (e.g., every week, every month, etc.) The service provider may provide incentives to the user to conduct the uploading process, e.g., by offering free upgrades of software for the satellite radio120a, by offering free downloads of audio media, etc.

The present invention provides the ability to take samples directly from the line or medium and pass them along to the host processing element for off-line processing. This inventive technique provides a ‘built-in’ system spectrum analyzer that allows spectral analysis and plots to be generated of network and the available coverage parameters within that given network. Furthermore, a complete characterization of noise and other potential elements that lead to a system degradation can be performed. Armed with this analysis technique, potential remediation efforts can be provided remotely, thereby minimizing costs to the supplier. At the same time, they offer fairly non-intrusive remediation measures for the customer. Using digital signal processing (DSP)-based techniques, the solution described herein can be implemented with relative ease.

It is most preferable that the particular data obtained be defined and employed within a defacto or actual industry specification or standard, though this is not a requirement for the invention. However, such standardization would provide consistency in collected data, and therefore allow support of multi-vendor offerings within a common network. It is further preferred that important or the most useful data parameters be predefined in such manner, and even better yet if a consistent method for collecting that data was provided within an industry specification or standard.

A personal computer213may also be used for the bridge between the satellite radio receiver120aand the Internet233, as shown inFIG. 2. It is preferred that the subscriber be properly authorized to provide the data. Thus, after the subscriber's authorization is verified, use patterns and other diagnostic data that is stored in the diagnostic memory area (e.g., flash memory, or removable memory diagnostic card102) can be up-loaded to the service provider's call center terminal240or other server via the Internet233. After the appropriate diagnostic data is uploaded from the authorized user, off-line processing may occur, e.g., as a background task at the service provider's facility to optimize the user's system as necessary.

Thus, in accordance with the principles of the present invention, if a user's satellite radio receiver, cellular radio receiver, or WiFi receiver begins to fail or otherwise exhibit problematic behavior, the diagnostic data collected directly by the user's satellite radio, stored in the appropriate diagnostic memory area, and uploaded to the service provider, will provide vital and important insight not only into the user's system, but also possibly as to the general health of the radio system in the user's locale. For instance, a profile of a given coverage area may be inferred, and used to ensure that the broadcast signal from the satellite radio system is performing per expectations. Resultant actions can then be taken on a system wide level even if problems are discovered on a user-by-user basis.

On the cellular radio service side, similar techniques as described above for the satellite-based radio receiver system can be applied in an effort to gain knowledge about the coverage footprint of a given service area. For instance, transmission strength of the broadcast radio signal strength at the receiver back to a cell tower along with spatial information which can be obtained during cell switching and adjacent cell hand-off signaling for use in mapping radiation patterns of antenna arrays throughout the cellular network. Such information can be based on diagnostic data uploaded unobtrusively to the cellular service site periodically through an appropriate web browser interface residing on the Internet terminal213.

In another embodiment, the satellite radio may be combined with a global positioning satellite (GPS) type device, allowing positioning data vs. location information to be derived from uploaded diagnostic customer data.

FIG. 3shows an exemplary simplified block diagram of a dockable satellite radio receiver such as is shown inFIG. 2, when docked with an Internet terminal and communicating with a service provider's relevant server, in accordance with the principles of the present invention.

In particular,FIG. 3shows the satellite radio (e.g., a SERIUS or XM radio receiver) that is docked into an appropriate docking module210. The docking module210provides an access path to the service provider's server237via the Internet233.

Thus, as shown inFIG. 3, the satellite receiver120acan be put into a home dock or cradle210for access to the Internet233.

While docked, the user preferably also has the capability to download and record content received via the Internet233, as well as from the air directly. Such downloaded programs and music may be stored in suitable non-volatile memory, or hard drive of the PC213.

The uploaded diagnostic data may be periodically or occasionally made available to service provider managed services like unit service contracts, from which a quality of service can be measured and a goal arrived at. This may be enabled by the analysis of diagnostic data obtained directly from a consumer's radio receiver in the disclosed ‘off-line’ manner, from which general subscriber unit condition is ascertained.

FIG. 4shows an exemplary simplified block diagram of the removable memory diagnostic card shown inFIG. 3when installed in a relevant satellite radio receiver.

In particular, as shown inFIG. 4, user patterns such as the frequency of each channel/program selected, the most active time window during which the radio is listened to, etc., are processed by the processor and stored in a diagnostic memory area, e.g., in a Flash memory card422. Other parameters of interest for storage include received signal strength, and possibly when combined with GPS-type interfaces, positioning data vs. location information.

FIG. 5shows an exemplary direct transfer of parameter data by removal of a removable memory diagnostic card102containing diagnostic parameters obtained by a particular satellite radio receiver, and insertion of the same into an Internet terminal213, in accordance with yet another aspect of the present invention.

The present invention may be implemented with one or more privacy settings such that only certain general information may be collected and provided to the service provider. For instance, a privacy setting may be established which does not allow collection of data relating to which stations are listened to the most by the user.

The present invention has particular application with cellular services, or other satellite radio endpoints implementing off-line analysis tools; cellular services or other satellite radio devices that allow system data collection for the purposes of network characterization to be taken non-intrusively; and with cellular services or satellite radio terminals that support spectrum analysis techniques for remote analysis.