Source: http://www.google.com/patents/US7676221?dq=oakley+5,387,949
Timestamp: 2016-12-03 05:01:13
Document Index: 421002386

Matched Legal Cases: ['Application No. 60', 'Application No. 60', 'Application No. 60', 'Application No. 60', 'Application No. 05713762', 'Application No. 2006']

Patent US7676221 - Call intercept methods, such as for customer self-support on a mobile device - Google PatentsSearch Images Maps Play YouTube News Gmail Drive More »Sign inPatentsA method for intercepting calls from a remote or mobile device for customer self-support detects when users or subscribers dial one or more predetermined numbers. If the number corresponds to one of the predetermined numbers (such as a customer support number), the phone may intercept the call and display...http://www.google.com/patents/US7676221?utm_source=gb-gplus-sharePatent US7676221 - Call intercept methods, such as for customer self-support on a mobile deviceAdvanced Patent SearchTry the new Google Patents, with machine-classified Google Scholar results, and Japanese and South Korean patents.Publication numberUS7676221 B2Publication typeGrantApplication numberUS 11/765,387Publication dateMar 9, 2010Filing dateJun 19, 2007Priority dateFeb 20, 2004Fee statusPaidAlso published asCA2556773A1, CA2564939A1, EP1719253A2, EP1719253A4, EP1719253B1, EP1733548A1, EP1733548A4, EP2387160A1, EP2549659A1, US7353016, US7881703, US8036645, US8285263, US8731544, US9301128, US20050233733, US20070293199, US20070293200, US20080280588, US20100159902, US20110117894, US20120028620, US20140308935, WO2005081852A2, WO2005081852A3, WO2005083996A1Publication number11765387, 765387, US 7676221 B2, US 7676221B2, US-B2-7676221, US7676221 B2, US7676221B2InventorsBrian Roundtree, Kevin Allan, Linda Beinikis, Keldon RushOriginal AssigneeSnapin Software Inc.Export CitationBiBTeX, EndNote, RefManPatent Citations (73), Non-Patent Citations (24), Referenced by (54), Classifications (31), Legal Events (3) External Links: USPTO, USPTO Assignment, EspacenetCall intercept methods, such as for customer self-support on a mobile device
wherein the script operates via a script interface on the mobile device that provides an interface between the script and various hardware-specific and program-specific functions of the mobile device to allow a single script to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, and
wherein the locally performed action includes at least one of—
providing customer care to the user on the mobile device by intercepting calls,
providing diagnostic tools to allow customer service representatives to remotely execute diagnostics and commands on the mobile device,
collecting and summarizing data and metrics with respect to the mobile device, and
providing instructive guides to train the user when the user first attempts to use a user-executable application for the mobile device.
2. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the action is to display a series of locally stored help screens to answer several common customer support questions, and wherein if the user proceeds through at least one of the help screens, the mobile device may then receive a number to access a priority call center queue.
3. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the action is to display an estimated wait time, and to display a display a list of currently most common customer support questions with links to specific web pages for answering each question.
4. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support is being made, and wherein the mobile device permits the user to send a message to customer support requesting a call back, and wherein the message includes information related to a problem the user is having.
5. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support, to a public service answering point, or to information is being made, and wherein the action is to provide locally generated audio feedback to the user to mimic a call being made and/or being connected.
6. The method of claim 1 wherein the predetermined status is detecting whether a call to customer support is being made while the mobile device is roaming in a foreign network, and wherein the action is to automatically place a different call to a customer support center associated with the user's wireless service provider.
7. The method of claim 1 wherein the predetermined status is detecting whether a call to a call center, and wherein the action is to provide locally stored and executed interactive voice response to the user.
8. The method of claim 1 wherein detecting the predetermined status includes detecting whether a call to voice mail service or other mail service is being made, and without intercepting the call, and wherein performing the action includes displaying helpful information to the user regarding the mail service.
9. The method of claim 1 wherein the action is to provide local assistance to the user via the mobile device, wherein the data associated with the local assistance is provided via a subscriber identify module (SIM) in the mobile device, via wireless application protocol (WAP), or both.
10. The method of claim 1 wherein the action is to provide local assistance to the user via the mobile device regarding whether the user is eligible for a promotion offered by the user's wireless service provider.
11. A system for providing local assistance to a user of a mobile device, the system comprising:
a detection component within the mobile device, wherein the detection component is programmed to detect a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number for a voice call placed by the mobile device to a called party; and
an action component within the mobile device, wherein the action component is programmed to locally perform, via a locally-stored script, an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device;
providing diagnostic tools to allow customer service representatives to remotely execute at least diagnostics on the mobile device,
collecting and presenting data with respect to the mobile device, and
providing guides to train the user when the user first attempts to use a user-executable application for the mobile device.
a script component, wherein the script component stores one or more scripts used by the action component when performing the action associated with the called party.
13. The system of claim 11, wherein the detected predetermined status is associated with a call placed to a voice mail service.
14. The system of claim 11, wherein the action component uses data stored on the mobile device when performing the action associated with the called party.
15. The system of claim 11, wherein the action component uses data and a script stored on the mobile device when performing the action associated with the called party.
16. A computer-readable storage medium whose contents cause a mobile device to perform a method for providing local assistance to a user of the mobile device, the method comprising:
receiving from an application running on the mobile device an indication of a predetermined status at the mobile device, wherein the predetermined status includes dialing a phone number for a voice call placed by the mobile device to a called party; and
locally performing an action associated with the called party at the mobile device based upon the detected predetermined status at the mobile device, wherein the locally performed action is based on programming stored at the mobile device,
wherein the programming operates via an interface on the mobile device that provides an interface between the programming and various hardware and software functions of the mobile device to allow a single program to be deployed across multiple operating systems and hardware configurations related to multiple, different mobile devices, and
providing diagnostic tools to allow customer service representatives to remotely execute at least commands on the mobile device,
collecting or summarizing data with respect to the mobile device, and
providing instructive guides to train the user when the user attempts to use a user-executable application for the mobile device.
17. The computer-readable storage medium of claim 16, wherein performing the action includes using data and one or more scripts stored on the mobile device.
18. The computer-readable storage medium of claim 16, wherein performing the action includes displaying information associated with the called party before, during, or after the voice call.
19. The computer-readable storage medium of claim 16, wherein the predetermined status is a call placed to a voice mail service and performing the action includes displaying information associated with the voice mail service.
20. The computer-readable storage medium of claim 16, further comprising:
ending the voice call after performing the action associated with the called party.
This is a continuation application of U.S. application Ser. No. 11/063,663, filed Feb. 22, 2005 now U.S. Pat. No. 7,353,016, which claims the benefit of U.S. Provisional Patent Application No. 60/546,687, filed Feb. 20, 2004, entitled CALL INTERCEPT METHODS FOR CUSTOMER SELF SUPPORT AND METHODS FOR NAVIGATING DATA SCREENS, U.S. Provisional Patent Application No. 60/590,152, filed Jul. 21, 2004, entitled MOBILE DEVICE ASSISTANCE, MOBILE DEVICE MANAGEMENT, AND CALL INTERCEPTOR FOR MOBILE DEVICES, U.S. Provisional Patent Application No. 60/611,607, filed Sep. 21, 2004, entitled SECURE MOBILE DEVICE SOFTWARE EXECUTION, HELP-SUPPORT-CARE INITIATION FOR MOBILE DEVICES, AND SMART NETWORK CONFIGURATION SELECTION FOR MOBILE DEVICES, and U.S. Provisional Patent Application No. 60/652,144, filed Feb. 11, 2005, entitled CALL INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE DEVICE.
Current methods for handling customer self-support calls often require a call to a call center and retrieval of data from a network. For example, a subscriber may dial from their mobile device a customer support number, such as “611” nor “133.” Once the subscriber dials the customer support number, an automated system may answer the call and provide the subscriber with a menu of options. The subscriber selects options from the menu by pressing buttons on the mobile device or through voice recognition software. Once the subscriber requests data by selecting an option, the automated system retrieves the data from a network and delivers the data to the subscriber over the mobile device. Alternatively, a third party application, such as PocketThis, may independently provide content from the network to a mobile device via SMS (Short Message Service) or WAP (Wireless Application Protocol) push.
Changing the display appearance on the mobile device may include superimposing branding on the mobile device's wallpaper, displaying two time zones when the mobile device recognizes transition to a new time zone, and others, as described below. The mobile device can display a ticker across the top of the screen that says, e.g.: “Welcome to customer care: the average wait time is five minutes. You may now look at the screen below to help resolve problems or answer questions more quickly.” Also, the mobile device may provide audio feedback or audio scripts, such as the ringing of a call or the sound of a pickup, and a voice script that provides the same information as provided in the ticker. This can then take the place of the actual placing of a call. Similar audio scripts may be provided to mimic the calling to and answering by a customer support call center.
FIG. 23 illustrates an example of a context-sensitive screen for assisting subscribers. This context-sensitive screen may appear on a mobile device display in response to a subscriber selecting a function for the first time. For example, a subscriber may access a button or function for taking a picture on the mobile device. A context-sensitive screen may appear on the display 504 in response to the selection, which here is an initial coaching statement 2302 that begins walking the subscriber through the steps needed to learn the new application—taking a picture and then storing or sending that picture. In addition, the context-sensitive screen may contain a list of options 2304 that provides the subscriber with different options for handling a function.
FIG. 26 shows another example of providing customer support to a subscriber. (As generally used herein, the terms “subscriber,” “customer,” “user” and the like are used interchangeably.) When the subscriber presses and holds the “1” button the mobile device, the mobile device automatically accesses the subscriber's voicemail account. Substantially simultaneously, a help screen, as shown in FIG. 26, pops up to display helpful information, such as short cuts for navigating the voicemail system. Also displayed are options or links to access other information, such as a link to access voicemail settings, a link to access voicemail history, as well as a link to access customer service. In this example, the call to voicemail is not interrupted, but instead the user experience on the mobile device is enhanced by providing local customer support. Thus, the user interface on the mobile device provides a richer experience and more ease of use to the subscriber. Further details on suitable user interface options may be found in PCT Patent Application No. PCT/US05/05517, entitled “USER INTERFACE METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE DEVICE” assigned to the same assignee as this application and filed Feb. 18, 2005 (attorney docket no. 45485-8002).
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correctionMar 2, 2011ASAssignmentOwner name: NUANCE COMMUNICATIONS, INC., MASSACHUSETTSFree format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:SNAPIN SOFTWARE, INC.;REEL/FRAME:025885/0295Effective date: 20110111Mar 14, 2013FPAYFee paymentYear of fee payment: 4RotateOriginal ImageGoogle Home - Sitemap - USPTO Bulk Downloads - Privacy Policy - Terms of Service - About Google Patents - Send FeedbackData provided by IFI CLAIMS Patent Services