Source: http://www.google.com/patents/US7881703?dq=7565338
Timestamp: 2014-07-29 13:39:55
Document Index: 210473134

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

Patent US7881703 - 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/US7881703?utm_source=gb-gplus-sharePatent US7881703 - Call intercept methods, such as for customer self-support on a mobile deviceAdvanced Patent SearchPublication numberUS7881703 B2Publication typeGrantApplication numberUS 11/765,369Publication dateFeb 1, 2011Filing dateJun 19, 2007Priority dateFeb 20, 2004Also published asCA2556773A1, CA2564939A1, EP1719253A2, EP1719253A4, EP1733548A1, EP1733548A4, EP2387160A1, EP2549659A1, US7353016, US7676221, US8036645, US8285263, US8731544, US20050233733, US20070293199, US20070293200, US20080280588, US20100159902, US20110117894, US20120028620, WO2005081852A2, WO2005081852A3, WO2005083996A1Publication number11765369, 765369, US 7881703 B2, US 7881703B2, US-B2-7881703, US7881703 B2, US7881703B2InventorsBrian Roundtree, Kevin Allan, Linda Beinikis, Keldon RushOriginal AssigneeSnapin Software Inc.Export CitationBiBTeX, EndNote, RefManPatent Citations (100), Non-Patent Citations (26), Referenced by (10), Classifications (30), Legal Events (2) External Links: USPTO, USPTO Assignment, EspacenetCall intercept methods, such as for customer self-support on a mobile deviceUS 7881703 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.
at least one server computer coupled to the wireless network, wherein the server computer is configured to receive an indication of calls made via the wireless network, and wherein the server computer is programmed to�
CROSS-REFERENCE TO RELATED APPLICATION(S) This is a divisional 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.
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.
Patent CitationsCited PatentFiling datePublication dateApplicantTitleUS5422656Nov 1, 1993Jun 6, 1995International Business Machines Corp.Personal communicator having improved contrast control for a liquid crystal, touch sensitive displayUS5475735Dec 2, 1993Dec 12, 1995Motorola, Inc.Method of providing wireless local loop operation with local mobility for a subscribed unitUS5675628Aug 1, 1994Oct 7, 1997Nokia Telecommunications OyMethod and apparatus for enabling roaming of subscriber among plural mobile radio systems, using mobile equipment accepting removable subscriber identity moduleUS5790798May 31, 1996Aug 4, 1998Witness Systems, Inc.Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote locationUS5831598Dec 5, 1996Nov 3, 1998Alcatel N.V.Method of facilitating the operation of terminals intelecommunications systemsUS5845211Jan 13, 1995Dec 1, 1998Bell South CorporationWireless digital networkUS6031467Aug 31, 1998Feb 29, 2000Motorola, Inc.Method in a selective call radio for ensuring reception of advertisement messagesUS6151507Nov 7, 1997Nov 21, 2000Nokia Mobile Phones Ltd.Individual short message service (SMS) optionsUS6199045Aug 15, 1996Mar 6, 2001Spatial Adventures, Inc.Method and apparatus for providing position-related information to mobile recipientsUS6219047Sep 17, 1998Apr 17, 2001John BellTraining agentUS6245756Feb 19, 1999Jun 12, 2001Jenapharm Gmbh & Co. KgPharmaceutical preparations for treatment of estrogen deficiency in the central nervous systemUS6246756Mar 17, 1999Jun 12, 2001Advanced Micro Devices, Inc.Method and system to meter and control usage of telephone systemsUS6301480Sep 5, 1997Oct 9, 2001@Track Communications, Inc.System and method for communicating using a voice network and a data networkUS6368205Nov 3, 1998Apr 9, 2002Telia AbVoice mailbox in a GSM-systemUS6370399Sep 29, 1999Apr 9, 2002Qualcomm IncorporatedDetermination of mobile service option via phone numberUS6389278May 17, 1999May 14, 2002Ericsson Inc.Systems and methods for identifying a service provider from a wireless communicator based on categories of service providers that are calledUS6424945Dec 15, 1999Jul 23, 2002Nokia CorporationVoice packet data network browsing for mobile terminals system and method using a dual-mode wireless connectionUS6430252Jul 25, 2001Aug 6, 2002Siemens AktiengesellschaftX-ray computed tomography apparatusUS6430407Feb 4, 1999Aug 6, 2002Telefonaktiebolaget Lm Ericsson (Publ)Method, apparatus, and arrangement for authenticating a user to an application in a first communications network by means of a mobile station communicating with the application through a second communications networkUS6496979Apr 10, 1998Dec 17, 2002Microsoft CorporationSystem and method for managing application installation for a mobile deviceUS6615038Apr 28, 2000Sep 2, 2003Samsung Electronics Co., Ltd.System and method for automatically creating and updating a mobile station configuration database in a wireless networkUS6618478Sep 27, 1999Sep 9, 2003Ameritech CorporationTelephone set having a help key and methods and systems for use therewithUS6646570Sep 22, 2000Nov 11, 2003Aisin Aw Co., Ltd.Point retrieval output system by a telephone number, and a memory mediumUS6654594May 30, 2000Nov 25, 2003Motorola, Inc.Digitized automatic gain control system and methods for a controlled gain receiverUS6668169Dec 19, 2001Dec 23, 2003Motorola, Inc.Method for communicating within a chat topic in a wireless communication systemUS6748211 *May 22, 2002Jun 8, 2004Motorola, Inc.Device and method for transmitting a message from a client device to a service centerUS6766017Apr 14, 1999Jul 20, 2004Samsung Electronics Co., Ltd.Dialing method in mobile telephoneUS6792280Jul 5, 2000Sep 14, 2004Sanyo Electric Co., Ltd.Information delivery system and serverUS6909910Feb 1, 2002Jun 21, 2005Microsoft CorporationMethod and system for managing changes to a contact databaseUS6922721Oct 17, 2000Jul 26, 2005The Phonepages Of Sweden AbExchange of information in a communication systemUS6931258Feb 18, 2000Aug 16, 2005Nokia Mobile Phones LimitedRadiophone provided with an operation key with multiple functionality for handling access to a menu structureUS6940844Dec 31, 2003Sep 6, 2005Interdigital Technology CorporationMethod and apparatus for reporting WLAN capabilities of a dual mode GPRS/WLAN or UMTS/WLAN WTRUUS6944447Sep 4, 2001Sep 13, 2005Accenture LlpLocation-based servicesUS6970698Jul 23, 2002Nov 29, 2005Sbc Technology Resources, Inc.System and method for updating data in remote devicesUS7177665Feb 27, 2001Feb 13, 2007Matsushita Electric Industrial Co., Ltd.E-mail handling method for portable telephone and portable telephone using said handling methodUS7194257Dec 27, 2004Mar 20, 2007Sony Ericsson Mobile Communications AbAutomatic dialing for a wireless communications deviceUS7236166Jan 18, 2005Jun 26, 2007Stratasys, Inc.High-resolution rapid manufacturingUS7353016Feb 22, 2005Apr 1, 2008Snapin Software Inc.Call intercept methods, such as for customer self-support on a mobile deviceUS7359706Aug 21, 2001Apr 15, 2008Motorola Inc.Data transmission for mobile wireless communication devicesUS7539484Feb 7, 2007May 26, 2009Snapin Software Inc.Method and system for enhancing voice calls, such as enhancing voice calls with data servicesUS20010014615Jun 8, 1998Aug 16, 2001Cynthia N. DahmVisual interface to mobile subscriber account servicesUS20020034940Feb 26, 2001Mar 21, 2002Naohito TakaeSystem and method for upgrading mobile handsetUS20020065109Nov 29, 2000May 30, 2002Tapio MansikkaniemiWireless terminal device with user interaction systemUS20020112172Jan 7, 2002Aug 15, 2002Simmons Douglas ManningSystem and method for secure distribution of digital productsUS20020115476May 21, 2001Aug 22, 2002Microsoft CorporationShortcut system for use in a mobile electronic device and method thereofUS20020128036Mar 11, 2002Sep 12, 2002Yach David P.Advanced voice and data operations in a mobile data communication deviceUS20020152229Apr 16, 2001Oct 17, 2002Luosheng PengApparatus and methods for managing caches on a mobile deviceUS20020155476Oct 19, 2001Oct 24, 2002Nader PourmandTransient electrical signal based methods and devices for characterizing molecular interaction and/or motion in a sampleUS20030013483Jul 6, 2001Jan 16, 2003Ausems Michiel R.User interface for handheld communication deviceUS20030039948Aug 7, 2002Feb 27, 2003Donahue Steven J.Voice enabled tutorial system and methodUS20030053615Dec 18, 2001Mar 20, 2003Gregory AndersonMethods and apparatus for automated monitoring and action taking based on decision support mechanismUS20030112931Dec 19, 2001Jun 19, 2003Wendell BrownFacilitating navigation of an interactive voice response (IVR) menu to establish a telephone connectionUS20030187650Apr 2, 2003Oct 2, 2003Worldcom. Inc.Call completion via instant communications clientUS20030204725Oct 30, 2002Oct 30, 2003Masayuki ItoiMethod and system for verifying identityUS20030233461Jun 2, 2003Dec 18, 2003Telefonaktiebolaget Lm Ericsson (Publ)Method, system and apparatus for handling terminal capabilitiesUS20040005051Aug 6, 2001Jan 8, 2004Wheeler Lynn HenryEntity authentication in eletronic communications by providing verification status of deviceUS20040132431Jan 3, 2003Jul 8, 2004Openwave Systems Inc.Method and apparatus for enhancing discoverability and usability of data network capability of a mobile deviceUS20040142720Jan 7, 2004Jul 22, 2004Smethers Paul A.Graphical user interface features of a browser in a hand-held wireless communication deviceUS20040171375Jan 20, 2004Sep 2, 2004Raymond Chow-TounMethod for launching an application using a mobile stationUS20040172561Feb 26, 2004Sep 2, 2004Nec CorporationSystem, mobile information terminal, external device, method and program for executing contentUS20040193444Apr 14, 2004Sep 30, 2004Wendy HuffordComputer system for managing litigation risk early warning systemUS20040198316Jun 21, 2002Oct 7, 2004Compaq Information Technologies Group, L.P.Visual display of prepay balance on a mobile station upon registration and post-callUS20060003758Jul 14, 2005Jan 5, 2006Bishop Michael LMethods, systems and storage media to remotely control a wireless unitUS20060158436Dec 6, 2005Jul 20, 2006Jacques LapointeUser interface with augmented searching characteristicsUS20060168303Mar 23, 2006Jul 27, 2006Telefonaktiebolaget Lm Ericsson (Publ)Method and apparatus for coordinating charging for services provided in a multimedia sessionUS20060245391Apr 29, 2005Nov 2, 2006AlcatelInteractive voice response system and method for updating presence informationUS20060274869Apr 19, 2006Dec 7, 2006Yahoo! Inc.Dynamically generating content based on capabilities of a mobile deviceUS20070019563Jun 28, 2006Jan 25, 2007Sridhar RamachandranMethods and Apparatus for Controlling Call Admission to a Network Based on Network ResourcesUS20070061243May 8, 2006Mar 15, 2007Jorey RamerMobile content spidering and compatibility determinationUS20070064743Feb 14, 2006Mar 22, 2007Bettis Sonny RProvision of messaging services from a video messaging system based on ANI and CLIDUS20070173237Feb 7, 2007Jul 26, 2007Brian RoundtreeMethod and system for enhancing voice calls, such as enhancing voice calls with data servicesUS20070207795Mar 12, 2007Sep 6, 2007Brian RoundtreeMethod for performing interactive services on a mobile device, such as time or location initiated interactive servicesUS20070293200Jun 19, 2007Dec 20, 2007Brian RoundtreeCall intercept methods, such as for customer self-support on a mobile deviceUS20080189550Sep 21, 2005Aug 7, 2008Snapin Software Inc.Secure Software Execution Such as for Use with a Cell Phone or Mobile DeviceUS20080194296Feb 14, 2008Aug 14, 2008Brian RoundtreeSystem and method for securely managing data stored on mobile devices, such as enterprise mobility dataUS20080256447Apr 14, 2008Oct 16, 2008Brian RoundtreeMethod and system for mapping a virtual human machine interface for a mobile deviceUS20080280588Feb 18, 2005Nov 13, 2008Brian RoundtreeUser Interface Methods, Such as for Customer Self-Support on a Mobile DeviceUS20090124271Oct 12, 2006May 14, 2009Brian RoundtreeMessage intercept methods, such as for customer self-support on a mobile deviceCA2454334A1Mar 1, 2002Feb 6, 2003Raymond Chow-TounMethod for launching an application with a mobile stationCN1283341AJun 9, 1998Feb 7, 2001尼尔逊媒介研究股份有限公司Audience Measurement system incorporating mobile handset and base stationCN1361995AApr 11, 2000Jul 31, 2002艾利森公司System and methods for identifying a service provider from a wireless communicator based on categories of service providers that are calledCN1611087AOct 14, 2002Apr 27, 2005艾利森电话股份有限公司Method of logging call processing information in a mobile communication networkCN2478292YDec 25, 2000Feb 20, 2002刘卫民Mobile commerical telephoneEP1387241A2Feb 13, 2003Feb 4, 2004Fujitsu LimitedInformation processing terminalGB2340344A Title not availableGB2365711A Title not availableJP2003067334A Title not availableJP2004021580A Title not availableJPH1084404A Title not availableJPH11259199A Title not availableWO1997007641A1Aug 16, 1996Feb 27, 1997Jane DellipianiCellular communications system with screening of unauthorized servicesWO2000070888A2Apr 11, 2000Nov 23, 2000Ericsson IncSystem and method for identifying a service provider based on a category of service providers that are calledWO2001086472A1May 11, 2000Nov 15, 2001Chikka Com Pte LtdMethod and system for tracking the online status of active users of an internet-based instant messaging systemWO2005081852A2Feb 18, 2005Sep 9, 2005SnapinCall intercept methods, such as for customer self-support on a mobile deviceWO2005083996A1Feb 18, 2005Sep 9, 2005SnapinUser interface methods, such as for customer self-support on a mobile deviceWO2007002499A2Jun 23, 2006Jan 4, 2007Snapin Software IncLocal intercept methods, such as applications for providing customer assistance for training, information calls and diagnosticsWO2007044972A2Oct 12, 2006Apr 19, 2007Kevin AllanMessage intercept methods, such as for customer self-support on a mobile deviceWO2007070837A2Dec 13, 2006Jun 21, 2007Snapin Software IncMethod for performing interactive services on a mobile device, such as time or location initiated interactive servicesWO2007092908A2Feb 7, 2007Aug 16, 2007Snapin Software IncA method and system for enhancing voice calls, such as enhancing voice calls with data servicesWO2008042989A2Oct 3, 2007Apr 10, 2008Brian RoundtreeSystems and methods for storing or performing functions within removable memory* Cited by examinerNon-Patent CitationsReference13rd Generation Partnership Project. "Specification of the SIM Application Toolkit for the Subscriber Identity Module-MobileEquipment (SIM-ME) Interface (Release 1999)," 3GPP Organizational Partners, 2004, 143 pages.23rd Generation Partnership Project. "Specification of the SIM Application Toolkit for the Subscriber Identity Module�MobileEquipment (SIM-ME) Interface (Release 1999)," 3GPP Organizational Partners, 2004, 143 pages.3Center for Customer Driven Quality at Purdue University, "It's the Solution, Stupid," 2004, 2 pages.4European Search Report for European Application No. 05713762.2, dated Jun. 27, 2008, Applicant SNAPin Software Inc.5Gartner, "Contact Center Investment Strategy and Leading Edge Technologies," http://www.gartner.com/4-decision-tools/measurement/measure-it-articles/2002-12/contact-center-investment-strategy.jsp, accessed on Jul. 8, 2008, 4 pages.6Gartner, "Contact Center Investment Strategy and Leading Edge Technologies," http://www.gartner.com/4�decision�tools/measurement/measure�it�articles/2002�12/contact�center�investment�strategy.jsp, accessed on Jul. 8, 2008, 4 pages.7International Search Report for International Application No. PCT/US05/05135, dated Oct. 26, 2006, Applicant SNAPin Software Inc.8International Search Report for International Application No. PCT/US05/5517, dated Jul. 6, 2005, Applicant SNAPin Software Inc.9International Search Report for International Application No. PCT/US06/40398, dated Jul. 15, 2008, Applicant SNAPin Software Inc.10International Search Report of International Application No, PCT/US05/33973, dated Apr. 19, 2006, Applicant SNAPin Software Inc.11International Search Report of International Application No. PCT/US06/24637. dated Aug. 1, 2007, Applicant SNAPin Software Inc.12International Search Report of International Application No. PCT/US07/61806, dated Feb. 13, 2008, Application SNAPin Software Inc.13International Search Report of International Application No. PCT/US08/50447, dated Apr. 10, 2008, Applicant SNAPin Software Inc.14Japanese Office Action dated Jun. 16, 2008 under Japanese Patent Application No. 2006-554217, 10 pages.15U.S. Appl. No. 11/917,323, filed Dec. 12, 2007, Roundtree et al.16U.S. Appl. No. 12/370,524, Feb. 12, 2009, Roundtree.17U.S. Appl. No. 12/444,332, Apr. 3, 2009, Roundtree.18U.S. Appl. No. 12/446,221, field Apr. 17, 2009, Roundtree.19U.S. Appl. No. 12/521,989, filed Jul. 1, 2009, Roundtree.20U.S. Appl. No. 12/522,901, filed Jul. 10, 2009, Roundtree.21U.S. Appl. No. 12/595,803, filed Oct. 13, 2009, Roundtree et al.22U.S. Appl. No. 12/720,624, filed Mar. 9, 2010, Roundtree et al.23U.S. NonFinal Office Action dated Aug. 16, 2006 under U.S. Appl. No. 11/063,663, 15 pages.24U.S. NonFinal Office Action dated Jan. 26, 2006 under U.S. Appl. No. 11/063,663, 17 pages.25U.S. NonFinal Office Action dated Jul. 23, 2008 under U.S. Appl. No. 11/672,499. 11 pages.26U.S. NonFinal Office Action dated Sep. 17, 2007 under U.S. Appl. No. 11/063,663, 8 pages.Referenced byCiting PatentFiling datePublication dateApplicantTitleUS8285263 *Jan 4, 2011Oct 9, 2012Nuance Communications, Inc.Call intercept methods, such as for customer self-support on a mobile deviceUS8391464 *Jun 24, 2010Mar 5, 2013Nuance Communications, Inc.Customer service system, method, and software program product for responding to queries using natural language understandingUS8494486Feb 24, 2012Jul 23, 2013Nuance Communications, Inc.System and method for securely managing data stored on mobile devices, such as enterprise mobility dataUS8495494 *Apr 14, 2008Jul 23, 2013Nuance Communications, Inc.Method and system for mapping a virtual human machine interface for a mobile deviceUS8589955Feb 12, 2009Nov 19, 2013Nuance Communications, Inc.System and method for building applications, such as customized applications for mobile devicesUS8682301Sep 13, 2012Mar 25, 2014Nuance Communications, Inc.Local intercept methods, such as applications for providing customer assistance for training, information calls and diagnosticsUS8731544Oct 10, 2011May 20, 2014Nuance Communications, Inc.Call intercept methods, such as for customer self-support on a mobile deviceUS20130152003 *Nov 16, 2012Jun 13, 2013Flextronics Ap, LlcConfigurable dash displayUS20130293364 *May 2, 2012Nov 7, 2013Flextronics Ap, LlcConfigurable dash displayWO2013074897A1 *Nov 16, 2012May 23, 2013Flextronics Ap, LlcConfigurable vehicle console* Cited by examinerClassifications U.S. Classification455/414.1, 370/338, 455/415, 455/419, 455/435.1, 370/328, 455/466International ClassificationH04M1/00, H04M3/42, H04M1/725, H04L29/08, H04B1/06, H04Q7/20, H04M11/10, H04B1/38Cooperative ClassificationH04L67/125, H04L67/04, G06F9/4448, G06F9/45512, H04M1/72561, H04M3/51, H04M1/72525, H04M1/72544, H04M2250/56, H04M1/72572, H04M1/72566European ClassificationH04L29/08N11M, H04L29/08N3, H04M1/725F1W, G06F9/455B2BLegal EventsDateCodeEventDescriptionApr 5, 2011CCCertificate of correctionMar 2, 2011ASAssignmentEffective date: 20110111Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:SNAPIN SOFTWARE, INC.;REEL/FRAME:025885/0295Owner name: NUANCE COMMUNICATIONS, INC., MASSACHUSETTSRotateOriginal ImageGoogle Home - Sitemap - USPTO Bulk Downloads - Privacy Policy - Terms of Service - About Google Patents - Send FeedbackData provided by IFI CLAIMS Patent Services©2012 Google