Source: http://www.google.com/patents/US7676221?dq=inventor:%22Arthur+R.+Hair%22
Timestamp: 2014-08-21 04:27:24
Document Index: 371520870

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 in<nobr>Advanced Patent Search</nobr>PatentsA 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 SearchPublication numberUS7676221 B2Publication typeGrantApplication numberUS 11/765,387Publication dateMar 9, 2010Filing dateJun 19, 2007Priority dateFeb 20, 2004Fee statusPaidAlso published asCA2556773A1, CA2564939A1, EP1719253A2, EP1719253A4, EP1733548A1, EP1733548A4, EP2387160A1, EP2549659A1, US7353016, US7881703, US8036645, US8285263, US8731544, US20050233733, US20070293199, US20070293200, US20080280588, US20100159902, US20110117894, US20120028620, 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 (8), Classifications (28), Legal Events (3) External Links: USPTO, USPTO Assignment, EspacenetCall intercept methods, such as for customer self-support on a mobile deviceUS 7676221 B2Abstract A 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 a list of potential solutions to the subscriber's problems. Various other features and embodiments art disclosed.
wherein the locally performed action includes at least one of�
CROSS-REFERENCE TO RELATED APPLICATION(S) 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.
BACKGROUND 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.
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).
One example of remotely initiating actions or providing remote data to the mobile device is found in FIGS. 8A and 8B. Another example is shown in FIG. 20 where the mobile device performs active monitoring of the device itself, via an appropriate script or mobile device application to monitor a change in network availability and status. The device application on the subscriber's mobile device can automatically monitor device settings, configurations, network availability, and network status. The mobile device may thus respond to a network event, such as roaming into a 2.5 G type network, which causes a locally stored script to alert the user. In the example of FIG. 20, the mobile device has roamed outside of a video service area, and thus the subscriber cannot send or receive videos. However, a script on the mobile device provides notice to the subscriber indicating that voice calls, text messages, and many other lower bandwidth applications are still available. The mobile device script displays an instructive dialog 2002 on the display 504. Such a helpful message to the subscriber can avoid costly calls to the support center when users may have attempted to send or receive videos outside the service area. The mobile device script may also log and report events or errors. In addition, the mobile device application may also automatically re-configure the mobile device while roaming or may add a new network configuration. (The terms mobile device �script� and �application� may at times be used interchangeably herein, as those skilled in the art will recognize.)
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No. 11/063,663, 8 pages.Referenced byCiting PatentFiling datePublication dateApplicantTitleUS8285263Jan 4, 2011Oct 9, 2012Nuance Communications, Inc.Call intercept methods, such as for customer self-support on a mobile deviceUS8494486Feb 24, 2012Jul 23, 2013Nuance Communications, Inc.System and method for securely managing data stored on mobile devices, such as enterprise mobility dataUS8532629 *Feb 18, 2008Sep 10, 2013Vascode Technologies Ltd.Unstructured supplementary service data call control manager within a wireless networkUS8532630 *Feb 18, 2008Sep 10, 2013Vascode Technologies Ltd.Unstructured supplementary service data application within a wireless networkUS8666378Mar 19, 2012Mar 4, 2014Nuance Communications, Inc.Mobile device applications for computer-telephony systemsUS8682301Sep 13, 2012Mar 25, 2014Nuance Communications, Inc.Local intercept methods, such as applications for providing customer assistance for training, information calls and diagnosticsUS8731544 *Oct 10, 2011May 20, 2014Nuance Communications, Inc.Call intercept methods, such as for customer self-support on a mobile deviceUS20120028620 *Oct 10, 2011Feb 2, 2012Brian RoundtreeCall intercept methods, such as for customer self-support on a mobile device* Cited by examinerClassifications U.S. Classification455/414.1, 370/328, 370/338, 455/412.1, 455/425International ClassificationH04Q7/20, H04B1/38, H04B1/06, H04M11/10, H04M3/42, H04L29/08, H04M1/725, H04M1/00Cooperative ClassificationH04L67/04, G06F9/4448, H04L67/125, H04M3/51, H04M1/72544, H04M1/72561, H04M1/72566, H04M1/72572, H04M1/72525, G06F9/45512, H04M2250/56European ClassificationG06F9/455B2B, H04M1/725F1W, H04L29/08N11M, H04L29/08N3Legal EventsDateCodeEventDescriptionMar 14, 2013FPAYFee paymentYear of fee payment: 4Mar 2, 2011ASAssignmentEffective date: 20110111Owner name: NUANCE COMMUNICATIONS, INC., MASSACHUSETTSFree format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:SNAPIN SOFTWARE, INC.;REEL/FRAME:025885/0295Jun 15, 2010CCCertificate of correctionRotateOriginal ImageGoogle Home - Sitemap - USPTO Bulk Downloads - Privacy Policy - Terms of Service - About Google Patents - Send FeedbackData provided by IFI CLAIMS Patent Services©2012 Google