CA2818533A1 - System and method for on demand diagnostics of a device utilizing secure data to interact wirelessly with one or more third party systems - Google Patents
System and method for on demand diagnostics of a device utilizing secure data to interact wirelessly with one or more third party systems Download PDFInfo
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- CA2818533A1 CA2818533A1 CA2818533A CA2818533A CA2818533A1 CA 2818533 A1 CA2818533 A1 CA 2818533A1 CA 2818533 A CA2818533 A CA 2818533A CA 2818533 A CA2818533 A CA 2818533A CA 2818533 A1 CA2818533 A1 CA 2818533A1
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q20/00—Payment architectures, schemes or protocols
- G06Q20/08—Payment architectures
- G06Q20/20—Point-of-sale [POS] network systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q20/00—Payment architectures, schemes or protocols
- G06Q20/30—Payment architectures, schemes or protocols characterised by the use of specific devices or networks
- G06Q20/32—Payment architectures, schemes or protocols characterised by the use of specific devices or networks using wireless devices
- G06Q20/327—Short range or proximity payments by means of M-devices
- G06Q20/3278—RFID or NFC payments by means of M-devices
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07G—REGISTERING THE RECEIPT OF CASH, VALUABLES, OR TOKENS
- G07G3/00—Alarm indicators, e.g. bells
- G07G3/006—False operation
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Abstract
? system and method for remotely providing an end user with a solution to a failure, in a mobile transaction is disclosed. The system includes a portable, communication device having a diagnostics agent configured to transmit the communication device's unique identification number and present status over a mobile network. The system further includes a retailer subsystem in short proximity communication with the communication device, and a remote, system management back end in wireless communication with both the communication devices and the retailer subsystem. The system management back end has a diagnostics management system configured to receive failure data from the portable communication device, and to determine a solution based on the failure data., The system may also utilize RF presence data from the portable communication device anchor information from a sound beacon associated with the point of sale device,to help in diagnosing the failure. The system also includes a mobile network in communication with the system management back end, via which the solution is wirelessly transmitted to the end: user.
Description
System and Method for On Demand Diagnostics of A Device Utilizing Secure Data to Interact VVirelesSly with One or Mcire Third Party Systems InVentor(S):
Michael Craft, Carlsbad, CA ¨ U.$.Citizen David Brudnicki, Duvall, WA ¨ U.S. citizen I fans Reisgies, 'San Jose, CA ¨ US. citizen Andrew Weinstein; San FranciSO, CA citizen TECtINICAVREI,D, 100011 Thelpresent invention relates generally to the use of secure data to complete, a wireless transaction, and more particularly to 'a'sySterrt and method for diagnosing problems With a device utilizing such secure data to interact with a third party system including the intercennection, between the device and system.
BACKGROUND
190021 Wireless:transactions using RFID-based proximity cards are fairly common place. For instance, many. woricers'use kFID keycards to gaimaccessio their workplace anddrivers.use RFID passes to pay-tolls'at highway speeds RFID, which stands, for radio-frequency identification, uses electromagnetic waves to exchange data between a terminal and some objedt:
for the purpose of identification. More recently, ,companies have:been trying.,to use R.FII) supported by cellular telephones to implenient an electronic=paymeht product (Le: credit and/or debit card). In such a wireless transaction, various transactional data is required to be transmitted by and among variousservers, entities, etc, including amount of the :transaction, a unique transaction identification number ("transaction ID"), a unique retailer identification number ("retailer- ID"), retailer business category (e.g., yetail,:restaurant, entertainment, travel, electronics, etc), and an encrypted-card identification number corresponding.to the uscr's.credit card or other banking account identification ("bank ID"). This data is Collectively referred to as ''transaction data." However, basic RFID technology raises a number of security concerns that have prompted modifications Of the basic techholegy: Still, wide spread adoption of RFID as a mechanism for electronic payments has been slow.
100031 Near Field Communication (NFC) is another technology that uses electromagnetic waves to exchange data. NFC waves areOnly transmitted Over a short-tange(on the order of a few inches) and at high-frequencies. NFC devices are already being used to make payments at point of sale ("POS") devices'. NFC is an open standard (see, e.g. ISO/IEC
18092) specifying .modulation schemes, coding, transfer speeds and'RF interface. There has been wider adoption of I\IPC.as a communication platform because it provides=better security for financial transactions and access'control. Other short distance conirnimication protocolsare known 'and may gain acceptance for use in supporting financial 'transactions,a0d.aedesS,cOntrol.
[0004] Regardless Of the :wirelesscommunication protocol selected, there are,bound to be operational errors within the devices on which the protocol is implemented (Called "wireless wallets" in the present specification); communications.between.thewireless wallet and local host devices (e.g. point of sale.terminals, keycard access control terminals);
within the local host devices; within any server-side equipment that must interact with the local host (e.g. for confirmation 'or approval); and/or within communications' between the wireless,wallet, its mobile network and. beyond. For ihstatioe, a constimer may have trbuble completing a purchase using:
the "Credit card" embedded iri his smartphone in a big-box retait,store at the point of Sal,ej?ecause of one or more problems With (1) the NFC connection between the consumer's phone andlhe, point Of sale device ; (2) the secure data is corrupt on the consumer's smartphone; (3) the consumer's electronic. wallet account has been, disabled by the card issuer;
(4);the:point_of sale, device has outdated NFC cbtrununication software; 'etc.
POO] A problem arises in that no single company is presently responsible for coordinating the troubleshooting of failed electronic wallet transactions. As such, the consumer may have a difficult time determining which ¨ if any ¨ Of the foregoing 150 tential problems is preventing the desired electronic wallet transaction. Thus, the consumer may stop using theelectronic wallet. or may not be able to complete a transaction with that particular retailer leading the consumer tolry to consummatea similar transaction with a competitor.
109061 A related problem arises in that diagnostic software that can facilitatediagnoSis of the problem has not_been developed for deployment and use on smartphones or similar devices.
Michael Craft, Carlsbad, CA ¨ U.$.Citizen David Brudnicki, Duvall, WA ¨ U.S. citizen I fans Reisgies, 'San Jose, CA ¨ US. citizen Andrew Weinstein; San FranciSO, CA citizen TECtINICAVREI,D, 100011 Thelpresent invention relates generally to the use of secure data to complete, a wireless transaction, and more particularly to 'a'sySterrt and method for diagnosing problems With a device utilizing such secure data to interact with a third party system including the intercennection, between the device and system.
BACKGROUND
190021 Wireless:transactions using RFID-based proximity cards are fairly common place. For instance, many. woricers'use kFID keycards to gaimaccessio their workplace anddrivers.use RFID passes to pay-tolls'at highway speeds RFID, which stands, for radio-frequency identification, uses electromagnetic waves to exchange data between a terminal and some objedt:
for the purpose of identification. More recently, ,companies have:been trying.,to use R.FII) supported by cellular telephones to implenient an electronic=paymeht product (Le: credit and/or debit card). In such a wireless transaction, various transactional data is required to be transmitted by and among variousservers, entities, etc, including amount of the :transaction, a unique transaction identification number ("transaction ID"), a unique retailer identification number ("retailer- ID"), retailer business category (e.g., yetail,:restaurant, entertainment, travel, electronics, etc), and an encrypted-card identification number corresponding.to the uscr's.credit card or other banking account identification ("bank ID"). This data is Collectively referred to as ''transaction data." However, basic RFID technology raises a number of security concerns that have prompted modifications Of the basic techholegy: Still, wide spread adoption of RFID as a mechanism for electronic payments has been slow.
100031 Near Field Communication (NFC) is another technology that uses electromagnetic waves to exchange data. NFC waves areOnly transmitted Over a short-tange(on the order of a few inches) and at high-frequencies. NFC devices are already being used to make payments at point of sale ("POS") devices'. NFC is an open standard (see, e.g. ISO/IEC
18092) specifying .modulation schemes, coding, transfer speeds and'RF interface. There has been wider adoption of I\IPC.as a communication platform because it provides=better security for financial transactions and access'control. Other short distance conirnimication protocolsare known 'and may gain acceptance for use in supporting financial 'transactions,a0d.aedesS,cOntrol.
[0004] Regardless Of the :wirelesscommunication protocol selected, there are,bound to be operational errors within the devices on which the protocol is implemented (Called "wireless wallets" in the present specification); communications.between.thewireless wallet and local host devices (e.g. point of sale.terminals, keycard access control terminals);
within the local host devices; within any server-side equipment that must interact with the local host (e.g. for confirmation 'or approval); and/or within communications' between the wireless,wallet, its mobile network and. beyond. For ihstatioe, a constimer may have trbuble completing a purchase using:
the "Credit card" embedded iri his smartphone in a big-box retait,store at the point of Sal,ej?ecause of one or more problems With (1) the NFC connection between the consumer's phone andlhe, point Of sale device ; (2) the secure data is corrupt on the consumer's smartphone; (3) the consumer's electronic. wallet account has been, disabled by the card issuer;
(4);the:point_of sale, device has outdated NFC cbtrununication software; 'etc.
POO] A problem arises in that no single company is presently responsible for coordinating the troubleshooting of failed electronic wallet transactions. As such, the consumer may have a difficult time determining which ¨ if any ¨ Of the foregoing 150 tential problems is preventing the desired electronic wallet transaction. Thus, the consumer may stop using theelectronic wallet. or may not be able to complete a transaction with that particular retailer leading the consumer tolry to consummatea similar transaction with a competitor.
109061 A related problem arises in that diagnostic software that can facilitatediagnoSis of the problem has not_been developed for deployment and use on smartphones or similar devices.
[0007] Accordingly, the present invention seeks AO proVide.',oneor moresolutions,tothe.
foregoing.problems and related problems as Would be .uriderstodel by those of ordinary skill, in the art having the present specification before them. These and other objects and advantages of the present disclosure will be apparent to those of ordinary skill in.the. art having the present:
thawings,, specification's, and- elainis before them. It is intended that all such additional systems;
MethedS,:features; and adyantages.be included within this description, bp NVithiti the scope (Attie diselosure, and be protected by the accompanying claims.
SUMMARY OrTHE INVENTION
1000,8] The invention is, in part,,asystem fOtrernotelyproviding,an .enduserWitha solution to a=failtire in -a mobile ttansaCtion. The v toin inclUdes-a y*Tii management back end in operable communication.with.aportable communication device havinga,uniqueidentification number and a status,: a central -diagnostics management system configured to reteive-theAtnique identification Minter, the status, and failure data frerti the portable communication &Nike, and to determine a scilution based on one or more of the uniqueidentification numb,er, the status, and the failure datac wherein thesystern management:back endis.configuredto wireleSsly communicate the ssolution to the end user. via the mobile network In -another aspect Of the invention where ItFpresence.datais -available this information:may be:utilizedto.assist in diaribstieS.
10009] In yet another aspect, the system for remotely, diagnosing:afailijfe in, a mobile.
transaction' may further include.apOint-of 'sale databaSe tentikuredto,Store.pOint of sale'data. In this 'system, the system management bad: end May be configured receive ari'.audie identification signal uniquely corresponding to a, point of sale device from the portable communication device via the mobile network; tO determinean identity of the point:of sale device based on said audio identification information, and diagnose the.failute.based on the .identityof theToint off sale device.
= IntIEV DESCRIPTION OF TIIE DRAWINGS
100101 -Fer a better tinderstariding'of the preserif diScloSure,. nen-limiting and liOn-ekhauStiVe embodiments are described in reference to the following drawings. In the drawings, like reference numerals refer to like parts through all the various figures-unless otherwise.specified.
100111 FIG. la illustrates the operable interconnections between the end user's portable communication device and various subsystems, including the System management back end;
[0012] FIG. lb illustrates the diagnostic agent installed in the end user's portable communication device asking whether she would like diagnostics performed following a failed attempt to-use her device tO condtict.a secure payment transaction at a point of sale.
[0013] PIG. 2 is a block diagram illustrating some of the logical blocks within a portable;
communication device that may be relevant to the present ystem.
[0014] FIG. 3 is a block diagram illustrating the logical blocks within the system management back end server.
DETAILED DESCRIPTION
100151 The present invention now will be described more:MI6, hereinafter with reference to the accompanying drawings, which form a:part hereof, and which show, by way of illustration, specific exemplary embodiments by which the invention may be practiced. ThiS
invention may, however, be embodied in many different forms and should not be construed as limited to the embodinients set forth herein; rather, theSeembodiMents are provided so that this disclosure will be thorough and complete; and will fully convey the scope of the invention to those skilled in the art. Among other things, the present invention may be embodiecl-as=methocIs or devices.
Accordingly, the present invention may take the form of entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. The following detailed description is, therefore, not to be taken in a limiting sense.
[0016] FIG. lA illustrates the overall system 100 in accordance with one crribodinient of the invention, 'showing operable interconnections between an end user's portable communication device 101 and various subsystems, including a system management back 'end 109. FIG. I B
illustrates one example implementation of an aspect of the system 109 in use, showing a diagnostic agent installed in the end user's portable communication device 101 asking whether she would like diagnostics performed following a failed attempt to use her device to conduct a secure payment transaction at a point of sale 108.
100171 Below each component of the overall system 100 will be described in greater detail,- as Will the overall operation and fUnctionality of the claithed systeth and method.
Portable Communication Devices 100181 The present invention provides .a system and method that can be utilized with a variety of different portable cornmunication devices 101, inchiding but not limited:to PDA!s, cellular phones, smamphones, laptops, tablet computers, and other mobile devices that include cellular voice and data service as well as preferable accds to combiner downloadable applications. One such portal* Communication device 191 could be aniPhone;-Motorola RA-Zgpr DROID, however, the present inventionis'preferably platform and device independent.
Forexample, the portable cominunitationdevice technology platform may be-Microsoft Window ,Mobile;
Microsoft Windows Phone 7, Patin OS, RIM Blackberry OS, Apple OS, Android OS, Symbian, Java or any-other technology platform. For purposes of this disclosure, the present inyention has been generally described in accordance with features and intetfaCenhat areoptiibized for a smart phone utilizing a generalized platform, although one skilled in:the.artwoulci understand that all-such features and interfaces may also be used and adapted for any other Olatform and/or.
device.
[0019] FIG. 2 is a block diagram illustrating some of the:logical blocks within a portable comMunication &Vice ii.accOrdance with an embodiment of the present system 100. The portable communication device .101 includes one or more short proximity electromagnetic communication devices; such as-an NFC, RFID, or. Bluetooth transceiver. It..
is-presently preferred touse an NFC baseband'214 that is:CornpliantWith NFC IP-1 -standards (www.nlefortim..org), which provides standard functions likepeer-to-pecr-dataexchange,.reader writer mode (Le. harvesting of information froin RFIDµtags), and contactless card emulation (per the NFC IP land ISO 14443 standards) when paired with a Secure element 212-on-the portable communication device 101 and presented in front of a "contactless payment reader" (see below at point of sale). As would be understood in the art by those haVing the present specification, figures, and claims before them, the NFC IP 1 standards-are-simply the presently preferred example, which could be exported ¨ in whole or in part ¨ far use.in association with any other proximity communication standard. It is further preferred that the portable cOmmunitation deviee 101 include. an NFC/RFID antenna (conformed to NFC IP. I and ISO 14443 standards) to enable near-field communications. However; as would be:understood in the art communications may be accomplished Without an antenna, albeit over even shorter ranges and potential read problems.
100201 As shOWn in FIG'. 1 A, the portable cOrnthunication deviee 101 also ihellideS2 mobile network interface 1 l 1 to establish and manage wireless communications with a.mobile network operator 103. The mobile network interface uses one-or more communication protocols and technologies including, but not limited to,. global system for mobile communication (GSM), 3G, 40, code division multiple access (CDMA); time division multiple access (I
user datagram protocol (UDP), transmission cc:intro! protocol/Internet.protocol (TCNIP), SMS, general packet radio serviee (GPRS), WAP, tiltra.wide band (UWI3), IEEE 802.16 Worldwide Interoperability for Microwave Access (WiMax), SIP/taP, or any of a variety of other wireless coninitinitaticin pi-OW-cols-to communicate with the mobile network of a mobilenetwOrk Operator;
the -mobile network interface may include 4.5:4:tiAtisceiver, transeelying device, - or network interface: card it.is contemPlate&that the mObile:netw.ork'interface;111 and, short.prOkirnityeleetrOmagnetic.communication device could share :a transceiver OftransceiVitig device, as would be understood in the art by those hailing the PieSent.SpecifiCatinri, figures, and claims before them:
100211 The portable communication device rol fintherincludeS a user interface 102 (See FIG.
1B) that provides some means for-the consumer 104 to receive, information as.well as to input infOrmation or otherwiSereSpOnd to the received itiforniation. As is presently Understood (without intending tO limit the present disclosure thereto)'this user interface thaY include,a microphone, an audio speaker, a.haptic interface, a graphical display,and a keypad, _keybo.ard, pointihg devite 'and/or touch screen. AS WOuld be understoodin the art by those having-the present specification, figures, and, claims before them, theportable communidatiOn,device 101 may further include a location transceiver that can determine the physical coordinates ofdevice;
on the surface of the Earth typically as, a=function of its latitude, longitude and altitude. This location transceiver preferably uses GPS technology, so it may be-referred to herein as a GPS
transceiver, however; it:should hounderstood 'that the location transceiver can additionally (or alternatively) employ other geci-positioningthechanismsVinclUding, but not limited to, triangulation, assisted GPS (AGPS), E-OTD, CI, SAI, ETA, BSS or the like, to determine the physical location of the portable communication device 101 on the Surface of the Earth.
[0022] The portable communication device 101 will, as is well known, also include a microprocessor and mass memory. The mass memory-may: include ROM, RAM as. well as one:
or more removable memory cards The mass rri-einor.proVide-s' toragb for computer readable instructions arid other,data, including a basic input/Output system:('BIOS") and 'an operating system for controlling the:operation of the portable communication device 101:
The portable cOniMunication &Vice 101 will 'also include a deViceldentification Menicity dedicated to identify the device, such as 'a SIM card. As is generally understood, SIM cards, contain the uniqueserial number of the device (ESN), an internationally unique:ntirriber of thertiobile user (IMSI),.
security authentication and ciphering-information, temporary 'information related to the local network, irlist of the services the. user has access to ,ana-two passwords (PIN for usual use:.and 13111( for Unlocking). AS.Wotild betuiderstpdcl in the;att having the:present ,specification, figures; and claims, before them, other information may be maintained in the device identificationmemorydepending.upon the type of device, its primary network type, home mobile network operator, etc.
100231 In the present invention each portable.communication deyiee:101 is thought to have two subsystems: (1) a "WitelesS2SubsySterrir thateliables communication and other data applications as has become commonplace with users of cellular telephones today, and (2) the "secure,transactional subsyStem".which may also be: known as the'paymentsubsystem". As illustrated in FIG. 2, it is contemplated that the-secuter.transadtiOnal subsS!Witi=will preferably include a Secure Element 212, similar (if not identical) to that described.as,patt of the .G1004 Platform 2.1.X or 2.2 (www.globalplatforriLorg). The secure elements'212. has been implemented as a specialized, separate physical memory used for industry common practice Ofstoring payment card track data used with industry common point of sale; additionally;
other,.secure.
credentials that can he stored.in'the secure element include employment badge credentials, (enterprise, access controls), hotel and other-card-based access systems and tranSit credentials.
Mobile Network Operator 100241 Each of the portable communications devices 101 is connected to-at least one mobile network operator 103. The mobile network operator 103 generally provides physical infrastructure that supports the Wireless communication services, data applications and the secure transactional subsystem via a plurality of cell towers that communicate With a plurality, of portable communication devices 1,01 within each cell tower's associated cell.
In turn, the Pa towers may be in operable communication with the logical network. of the;
mobile network operator 103, POTS, and the Internet to Convey the communication's and data within the Mobile network operator's own logical network as well as to external networks:including those of other mobile network operators .103. The Mobile network operators 1-03sgenerallyprovide support for one or more communication protocols and technologies including, but not limited to, global system for mobile communication (GSM), 30,. 4G, code division multiple access (CDMA),,time division multiPlc.access (TDMA), user datagram protocol .(UDP),Ararisrnission control protocol/Internet protocol (TCP/IP), SMS., general packet radio ServiCe(GPRS), WA!', ultra wide band (UWB), IEEE 802.16 WorldwideInteroperability-for Microwave.Access (WiMaX), SIP/RIP, or any of a variety Of other wireless eommunitation protedols to tOrnmunicateVvith the portable communication devices.
Retail Sub-system 100251 Standard:at Merchants today is an Internet Protocolconneeted payment syStern that allows for transaction processing of debit, credit, prepaY and gift PrOduCts, of banks and merehant service providers, referred to herein as a "retail subsystem'-' 101. By swiping a magnetic, stripe enabled card at the magnetic reader of .a Point of Sale Terminal (alsb referted.to as a point.of sale device or:generally as point of sale.equipment) 108, the card data isiransferred to the point of sale equipment 108 and' used to confirm funds by:the issuing bank.. This point of sale equipment 108 of the retail stibsystem 108 has begun to include contactless card readers-as acCesSorios that allow for the payment card data to be presented over an RI7 interface, in lieu of the magnetic reader. The data is transferred to the readerthrough the RF interface by the ISO 14443' standard and proprietary payment applications like PayPass and Paywave, which transmit the Contactless card data from a card and in the future a mobile device that includes a Payment Subsystem.
100261 As is well known, a retailer's.point,of sale device 108 may be connected to a network via a wireleSs or wired cOnnection. This point Of sale netWork may include the Internd in additionto local area networks (LANs), wide area networks (WANs),,direct connections, such as through a universal serial bus (USB) port,,other forms of computer-readable media, or any combination thereof. On an interconnected set of LANs, including those based on differing architectures and protocols, a router acts as a link between LANs; enabling messages' to be, sent from one to another: In addition, communication link Within LANs typically include, twisted wire pair or coaxial cable, while communication links between networks may utilize analog telephone lines, full or fractional dedicated.digital lines includingT1, T2, T3, and T4, Integrated 'Servicesbigital Networks (ISDNs), Digital Subscriber LineS (DSLS), wireless links including satellite links, or Other comrininiCatinnSlinkS.knoWntO those skilled Jn:the:att. Furthermore, temote,computers and other related 'electronic devices could be remotely conneeted to,either LANs or WANs-via a:Modern and tetnporary telephone.linIc. In esse'nee, any communication' method may be.used that allows information to travel between the retail subsystem 107 and financial services providers of a secure transactional subsystem 105 for the purpose-of validating, authorizing and ultimately capturing.firianciatIranSactioris at the point of sale 108 for payment via the.secutetransaction subsystem 105.
Secure Transactional Subsystem 100271 The syStem includes a Secure transactional subsystem 105 made up of one .or More financial services providers: The secure transactional subsystem 105 includes secure elements and associated device software for communication to managernentand provisioning systems as well as the customer facing interfaces for uSeand managenient of secure data 210 stored in the secure elements of the customer's portable communication device 101.
Preferably the secure transactiOnal subsystem 105 Will 'conform, where apptopriate,-taarr international standard, such as the standard defined in Global Platform 2.1.X or 2.2.
System Management Back End 100281 The system 100 of FIG. IA further includes a system management back end 109. As.
shown in FIG. 1A, the system management.back end 109 is cennected to the retail subsystorn 107, the secure transactional subsystem 105 and toa plurality of portable communication devices 101 via the infrastructure of at least one mobilenetwork operatbr 103. The system management back end 109 has a server (300 in FIG. 3) operably comrnurfiCating with One or mere client devices (302-316 in FIG. 3), The server, which is shown in greaterdetail in FIG. 3, is also in operable communication with the retailer subsystem 107, secure transactional.SubsyStem 105, and one or mote portable communication devices 10_1. The communications include data and voice channels: Any type olvoiFe channel may he used in association with the present invention, including but not limited to VoIP., 100291 The server 300 May, comprise one or more general,purpose,computerslhat implement the procedures andfunctfons needed to run the system hack office in serial or in parallel on the mine computer or across a local or wick, area network distributed on a plurality of computers and may even be located "in ihe cloud" (subject to the provision of sufficient security). The computer(s) comprising the server may be contrbIled by Linux, Windows , Windows CE, Unix, or a Java based operating system, to name a feW. The system management back end server 109 is operably associated with rriass memory that stores program code and data.
=Data may include one or more databases,, text; spreadSheet, folder, file, or the like; that may be 'configured to maintain and Store a knoWledge hase, User identifiers.(ESN, IMSJ, PIN,:telephone'liumber;
email/IM address, billinginfOrmation, or the like).
100301 The syStem management baCk end server 300-supports a care and diagnostics management system 320 to provide call traffic connectivity: and.distrihution across the client deviceS.302,316 in-theouStOmer:care -tenter. In a preferred approach uSing Vei-IP 'voice channel connectivity, the care and diagnostics Management system 320 is a contact/case management system- distributed by Contactual Inc. of Redwood City, California. The Contactual Inc. system is a Standard.CRM:system- for a VoIP-based Oustomet care call 'center that also provides flexibility to handle care issues with simultaneous payments and cellular-related care concerns.
As would be understood by one of ordinary skill in the art having the present specification, drawings and claims befOre them, other case management systems may be Utilized within the.
present invention such as Salesfarce (salesforce.com inc ofSan Francisco, California) and Novo (Novo Solutions, Inc. of Virginia Beach, Virginia).
[00311 Each client computer. 302-316 associated with the system management' back end 109 server has a network interface device, graphical user interface,,and voice communication capabilities that Match the voice channel(s) supported by the, client care center server, such as VolP. Each client computer can request status of both the cellular and secure transactional subsystems Of a portable communication device. This status may inelude thc contents of the soft memory and Core performance of portable communication device; theNFC
components,:
bascband, NFC. antenna, secure element status an&identification.
Oh Demand Diagnostics [0032] As shown in FIG. 1B, the consumer 104 has a portable corinnunicationdeviee 101 enabled with a secure paymentsubsysteniand has made or has tried to make a payment at a physical retailer's point Of Sale,device..108 (described above), which has failed. As_ shown oh the video display 102 of the portable communication device, thereSident-diagnostic agent (206 in FIG. 2) has launched due to the failed transaction As Would.be:Onderswod by those of ordinary skill in the-art having the present-specification, drawings, and claimsbefore them, the, use or the failed use of a secUre.subsystein iha:portable.cOmmunicatiori &Vied may similarly occur (and be Similarly diagnosed) in a variety of other transactional settings, including but not limited to, loyalty transaction, hotel key card provisioning, transit ticket, or any other environnient 'to the point-of sale-described above .that has 4.keacleethat initiatest Secure' data transfer between_ a third party subsystem requiring information from the portable communication device.-toward securing approval of a..next=step, such as the purchase contemplated in the example of FIG. lotthe opening of -a hotel 0,6111.
[00331 The- resident diagnostic agent 206 is downloaded onto the portable communication device 101 to-asSist in determining the reason(s) for the failed transaction.
In the.ease of a purchase at a physical point of sale 108 using a wireless wallet.the failure may becaused by problems with the retail 'subsystem, the financialservice subsystem, a physical problem with the pPrtable 'communication device or the RI: link established between the Portable commuxiidatiOn device and the point of sale device prthe link established ,between the portable communication device and the mobile network operator. As is presently" understood, the retailer, the financial service provider (e:g. card issuer) and mobile network Operator:are usually three different entities andin some cases those entities may be in direct competition with one another for all or part of a consumer's business. As a result,. the entities are unableAO edfoperate sufficiently to rectify problenis With any individual transaction, especially in real time.
100341 As shown in FIG. 1B, the consumer 10.4'mayinitiate.a=diagnostic=session by manually.
indicating that a diagnostic session should tonimence. In 'particular, FIG.
lifShOwS "YES" and "NO" soft buttons 106 displayed on the touch screen 102..oftheillustrated.portable communication device 101. However, as would be understoodby. thoSe.of ordinary skill in the art having the present SpecifiCation, drawings, and claims before them consumer activation may be accomplished using a variety of user interactivelechniques, all of which are Contemplated by the present inventiOn. If the consunier desires help witltrespect to the fai1cdtransaction,shethay activate the local diagnostics agent 206 by opening a "help" Screen from the diagnostics agent 206.. The consumer may select a "Help:Me" function,.promptingthediagnostics agent206 to (i) gather and enerypt the &fel' conditiOrikode.as.Well as statuS inforthatiOn frOin the Secure payment subsystem, the Wireless subsystem (e.g. the currentgeO:coordinateSO:the portable:
communication device (i.e. which store the secure payment device is in),,cfate/time,=MSISDN,.
UCC ID, Secure Element ID nutriber, Card II) number, battery life statuS,,deviee rnOCIel number, mobile operating.syStem, firmware version) and/br the,system management back end application, and (ii) determine the mbstapproptiatedhannel forAtansmitting;that data (e.g, SMS, .MMS,email, Fr1-17, etc.)preferably in aproPrietary *Mat to the system management back end:
100351 Under certain circumstances, defects or malfunctions inthe point.ofsale, device may-be the cause of thelailed fransactiOn. Therefore, it is also:desirable-for the systerti management back end 109 to also receive status, identification, location and othet.infOiination,c0rrespending to the point Of sale device 108.(referted toas POS data). However, if thepointof saledeviee =
108 has malfunctioned such that the portable communication device 101 is unable tO receive any POS data from the POS device 108 itself, it is desirable to have an alternative way to identify known information (e.gõ serial number, or make/model).corresponding to the particular POS
device. In oneimplethentation, the system thanagementhack end 109 may further include a pointof Saledatabase (322.in FIG. 3.) that stores the POS data for each poin.tof service-device 108 in the system's network. As previously stated, the portable communication device 104 may include a location transceiver (e.g., GPS) that can determine the physical coordinates of device on the surface of the Earth typically as a function of its latitude, longitude-and altitude. Once the physical .coordinates of the device 101. are known, the system can deterinine the location:Of the faulty point of sale device 108 as,Well,.and oneethis.locationiSknowri,,the system management -back end 109 may look up the other POS,datain;the pointof.saledatabase .322.
100361 Howevo., While 'Many :geolOcatiOrt -transceivers are accurate enough :to determine in which .stores.the particular POS. device:108 is located, they:generally, do nothave the precision to determine the specific location (Witte applicable POS-deVice within the Store.
AS a solution,eadh POS device at a given location may be provided With a sound beacon (.120 in FIG 1B) that emits a sound wave outside of human hearingscapabilities=thatis at least:unique to thatPOS device 'within the 'store (and perhaps even unique to the particular POS device globally) The microphone of aTortakle.communication device 101 may-detect,the5Ound.wayeS and transMit, an audio identification signal uniquely corresponding to the-partieularIPOS
device within the retail establishment, to the systern;Managernenchack end 109 along With any Other failure data detected or obtained by the communication device .101, which. may then heusedbythecare,and diagnostics system 320 tO deterinine the. failure ahd proVide:a-SOltition,as ekplained herein.
100371 One of skiWin the art having the speCificationõfigUreS-and claims _before them would know that the sound:beacon 120-tnayhe connected to tile PO8 deviee .108(via a OS13 or other conneetiOri.so that the sound beacon .120 may draw power from the POS:devite.108-.
Alternatively, the Wprid beacon120may beastandalone_devicehaving its own power source. It will also be understood by one ofordinary skill inthe art tharthesound,beacon.120,may replaced With some other unique signal generator.
.FOrexaMple,different.light,Wavesmay correspond to different POS .devicesrl 08,and thecommunicatibn device may detect the light frequency Using a built-in image detettor.
[003_8] In another embodiment, the..sys;qrutiwy simply ask the end User to manually provide an identification for theparticular POS device 108 involved in the failed transaction, suchas-by phent,:ennail or SMS text. Because asking a user to manually provide this information-may be burdensome or cause the end user to incur additional phone :charges, many users may clect,to ignore the request for additional information. This is undesirable both for the retailer as well as the system operator. Therefore; the:retailer or operator of the yStem may elect to-provide rewards, Coupons. or other promotions in exchange for the end user providing such information and/or feedback elating to the failed transaction.
100391 In yet another cmbodiment,.the POS device fOg may inctude an RI:
transmitter that transmits an RI2 signal when the' device 108 is functional. Many NFC baseband tranSteiver 214 today include aiadio-frequency (RF) field.detection unit 216 to detect the presence of an RF
signal. If an kV signal is present, the failure is less likely to reside with the POS device 168, and conversely if the RF signal is not present, the failure is likely due to a defect or malfunction in the POS deyice, The piesence or absence of an RF signaLat the POS device 108 (referred to as "RF presence date-) may be included with the failure data sent to the care .and diagnosis.-system 320. Which Would decode and analyze the data, and then determine -if the transaction failure is likely duet a defect or malfunction in the POS device. This dctermination may even be done.
pre-emptively,,befote the user even requests assistance.
[0040] Upon receipt of the data into the care and diagnostics system 120 of the system management back end 109,.the system generates an ¶8ventRecore. the' care and diagnostics system 320 decodes and automatically uses the reeeived-data.to 'generate, via a ticket Management client device 108 a new "Care Ticket" Preferably, the system management back end 109 will send the consumer 104 omthe pottable communication device 101, via thernost appropriate=COMmUnication channel, the estimated time before a "Care Agent"
Will call the consumer and/or recommend self-help resolutions. Where sound beacon 120 is not used (or-not working) and the portable communication device 101 has a earriera (aSean be.gleaned from the Model number data sent by the diagnostic device), the system may also prompt the consumer via a message to take an image of the point of sale device using the on-device camera: It is preferred for thedialpOsticS agent 206 to antoniatically seledt the best bn-deviee cainerd settings to captute and transmit the image via the most appropriate channel. Upon receipt of the image, the: system may add the image to the "Care Ticket" that has already been established by the ticket management device 308 for the event, and/or utilize pre-saved Point of Sale imagery to compare and auto-recognize the point of sale where the transaction was made or attempted by the consumer. The/care and diagnostics-platform 320 of the system management back end 109 also obtains data from the secure payment subsystem 105, mobile network. operator subsystem 103, and the retailer subsystem 107 regarding the failed secure transaction.
=
100411 After-the diagnostic agent .26automatically Contacts-the system management back end 109, the consumer may also contact the system Management back end 109 via the communication channel on their portable communication device 1.01. Because the diagnostic.
-agent 206 sent infcirmation regarding the portable coffin-limitation 'device 101, the; system will preferably be able to automatically correlate the open Care Tioleftenerated.by the ticket management device 3Q8 with the portable communication device 101.
[00421 Once the information that can be gathered about the failure event has been gathered, a, human care agent would review the Care tieket,yialhecara management software and contact the consumer:on .her portable communication&Vice: 161. .Once-cOntactis established, the:human -care agent will guide the consumer through the deductive reseltitionprocess-.uSing the, information received in conjunction with the system management back end knowledge database = 306. The deductive resolution proceSS-eontinuesbetWeen-the tate agent and the consurrier Until the issue is reScilVed.. Upon resolution of the iSsue,.the:Care Ticket -as well aS:a Knowledge Library generated by the knowledgedatabase -Aµ6are updated based oniheinforrnatiorrgathere&
in.this call.
100431 In one embodiment of the invention,.ifafter carrying outtheforegeing:process(es) the issue remains unresolved, then the person operating the cash register (o-rImanager, or some Other.anproptiateperson-emplciyed by the Merchant), May-be'proyided With the option of .securely 'sending the available transaction;datadirectlyto the applicable financial .service provider 105,. in,this'situatiOn, thelransactiOn failureiS'-likely,tO be:due to a Malfunction in the NFC/RFIL) conneetion. So_whilethe POS-deViee 108 .Wasitiriableitp.obtain the bank Ip from the portablecommunication deyice:101i, theretailer will likely have.the other relevant transaction data (i.e.; transaction amount; retailer ID and tralfsaetibh4,:afid can Send!that aVailable data to the secure transactional 'subsystem -105. (either directly or indirectly via the -system management:
back end 109). On the other hand; while the portable communication device may not have received the transaction data normally obtained from the POS:device-.108,, the end user will have the applicable bank JD information. In this embodiment, the end:user-can-send hiSnr her bank ID information via the portable communication device .101 to financial service provider viasati SMS tekt message, an email message, through a Web browser, or otheriviseyialheinternot.
Once the financial service provider 105 has received:the required'data from.
both the retailer and =
from the end user, it may then send a transaction link back to the end user, allowing the end user to carry out an alternative electronic wallet transaction that does not require a functioning NFC
(or RFID as applicable) connection between the portable communication device 101 and the point of sale device 108. Such an alternative electronic wallet transaction is described in co-pending U.S. Patent Application No. 61/556,179, entitled "System and Method for Increasing Security in Internet Transactions" filed on November 5,2011, which is fully incorporated into this application by reference.
100441 In sorne instances the consumer may initiate a help session Via a voice-call by dialing a care help numberwithout first initiating the diagnostics agent 206. Perhaps the consumer wants to speak with a live agent first or perhaps the consumer is not comfortable uSing,the diagnostic.
agent 206. The call may directly connect or be rerouted to a live agent via the System. Upon receipt of the:call into the care and diagnostics platform 320, the:syStern generates an "Event Record" and "Care Ticket": Based On the caller identifieation nurriber associated with the telephone call, the system management back end 109 would then initiate communications with the diagnostics agent 206 installed on the consumer's portable communication device 101 using the appropriate communication channel (e.g. e.g, SMS, MM$, HTTP,=Secute-Sockets, and email). In an example, where the portable communication device 101 is GSM
3G:based, there may also be support for simultaneous Voice and data sessions available particularly from certain mobile network operators 103. In the case of ,a CDMA 3G based device, the users could receive a message while they are in voice session since simultaneous voice and data sessions arc not supported (Vcrizon). The diagnostic agent-206 will gather the same information-described:in-the foregoing paragraph for use in the-system management back end 109 in diagnosing the failure.
Of course, in the event that communications cannot be opened with the diagnostics agent 206 on the consumer's portable communication device 101:the care agent may direct the consumer to open the diagnostic agent manually and/or navigate to the "Help" screen of the cliagnoStic agent and select the "I MI? Me" function:manually, which should resultin the gathering and transmission of data to the system management back end 109, as discussed above. The call would follow along much the same lines as the call initiated by the diagnostic agent 206.
[00451 The foregoing description and drawings merely explain and illustrate the invention and the invention is not limited thereto. While the specification is described in relation to certain implementation or embodiments, many details are set forth forth e purpose of illustration: Thus, the foregoing merely illustrates the principles of the invehtion. For example, the inventiOn may have other .specific forms without departing from its spirit or essential characteristic. The described arrangements are illustrative and not restrictive. To thosp'skilled in the art, the inventien is susceptible to additional implementations or embodiments and certain of these details described in this application may be varied considerably without departingfrom the basic principles of the invention. It- will thus be appreciated that those skilled in the art will be able to devise various arrangements which, although not explicitly described or shown herein, embody the principles of the invention and, thus, withinits scope and spirfi.
=
foregoing.problems and related problems as Would be .uriderstodel by those of ordinary skill, in the art having the present specification before them. These and other objects and advantages of the present disclosure will be apparent to those of ordinary skill in.the. art having the present:
thawings,, specification's, and- elainis before them. It is intended that all such additional systems;
MethedS,:features; and adyantages.be included within this description, bp NVithiti the scope (Attie diselosure, and be protected by the accompanying claims.
SUMMARY OrTHE INVENTION
1000,8] The invention is, in part,,asystem fOtrernotelyproviding,an .enduserWitha solution to a=failtire in -a mobile ttansaCtion. The v toin inclUdes-a y*Tii management back end in operable communication.with.aportable communication device havinga,uniqueidentification number and a status,: a central -diagnostics management system configured to reteive-theAtnique identification Minter, the status, and failure data frerti the portable communication &Nike, and to determine a scilution based on one or more of the uniqueidentification numb,er, the status, and the failure datac wherein thesystern management:back endis.configuredto wireleSsly communicate the ssolution to the end user. via the mobile network In -another aspect Of the invention where ItFpresence.datais -available this information:may be:utilizedto.assist in diaribstieS.
10009] In yet another aspect, the system for remotely, diagnosing:afailijfe in, a mobile.
transaction' may further include.apOint-of 'sale databaSe tentikuredto,Store.pOint of sale'data. In this 'system, the system management bad: end May be configured receive ari'.audie identification signal uniquely corresponding to a, point of sale device from the portable communication device via the mobile network; tO determinean identity of the point:of sale device based on said audio identification information, and diagnose the.failute.based on the .identityof theToint off sale device.
= IntIEV DESCRIPTION OF TIIE DRAWINGS
100101 -Fer a better tinderstariding'of the preserif diScloSure,. nen-limiting and liOn-ekhauStiVe embodiments are described in reference to the following drawings. In the drawings, like reference numerals refer to like parts through all the various figures-unless otherwise.specified.
100111 FIG. la illustrates the operable interconnections between the end user's portable communication device and various subsystems, including the System management back end;
[0012] FIG. lb illustrates the diagnostic agent installed in the end user's portable communication device asking whether she would like diagnostics performed following a failed attempt to-use her device tO condtict.a secure payment transaction at a point of sale.
[0013] PIG. 2 is a block diagram illustrating some of the logical blocks within a portable;
communication device that may be relevant to the present ystem.
[0014] FIG. 3 is a block diagram illustrating the logical blocks within the system management back end server.
DETAILED DESCRIPTION
100151 The present invention now will be described more:MI6, hereinafter with reference to the accompanying drawings, which form a:part hereof, and which show, by way of illustration, specific exemplary embodiments by which the invention may be practiced. ThiS
invention may, however, be embodied in many different forms and should not be construed as limited to the embodinients set forth herein; rather, theSeembodiMents are provided so that this disclosure will be thorough and complete; and will fully convey the scope of the invention to those skilled in the art. Among other things, the present invention may be embodiecl-as=methocIs or devices.
Accordingly, the present invention may take the form of entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. The following detailed description is, therefore, not to be taken in a limiting sense.
[0016] FIG. lA illustrates the overall system 100 in accordance with one crribodinient of the invention, 'showing operable interconnections between an end user's portable communication device 101 and various subsystems, including a system management back 'end 109. FIG. I B
illustrates one example implementation of an aspect of the system 109 in use, showing a diagnostic agent installed in the end user's portable communication device 101 asking whether she would like diagnostics performed following a failed attempt to use her device to conduct a secure payment transaction at a point of sale 108.
100171 Below each component of the overall system 100 will be described in greater detail,- as Will the overall operation and fUnctionality of the claithed systeth and method.
Portable Communication Devices 100181 The present invention provides .a system and method that can be utilized with a variety of different portable cornmunication devices 101, inchiding but not limited:to PDA!s, cellular phones, smamphones, laptops, tablet computers, and other mobile devices that include cellular voice and data service as well as preferable accds to combiner downloadable applications. One such portal* Communication device 191 could be aniPhone;-Motorola RA-Zgpr DROID, however, the present inventionis'preferably platform and device independent.
Forexample, the portable cominunitationdevice technology platform may be-Microsoft Window ,Mobile;
Microsoft Windows Phone 7, Patin OS, RIM Blackberry OS, Apple OS, Android OS, Symbian, Java or any-other technology platform. For purposes of this disclosure, the present inyention has been generally described in accordance with features and intetfaCenhat areoptiibized for a smart phone utilizing a generalized platform, although one skilled in:the.artwoulci understand that all-such features and interfaces may also be used and adapted for any other Olatform and/or.
device.
[0019] FIG. 2 is a block diagram illustrating some of the:logical blocks within a portable comMunication &Vice ii.accOrdance with an embodiment of the present system 100. The portable communication device .101 includes one or more short proximity electromagnetic communication devices; such as-an NFC, RFID, or. Bluetooth transceiver. It..
is-presently preferred touse an NFC baseband'214 that is:CornpliantWith NFC IP-1 -standards (www.nlefortim..org), which provides standard functions likepeer-to-pecr-dataexchange,.reader writer mode (Le. harvesting of information froin RFIDµtags), and contactless card emulation (per the NFC IP land ISO 14443 standards) when paired with a Secure element 212-on-the portable communication device 101 and presented in front of a "contactless payment reader" (see below at point of sale). As would be understood in the art by those haVing the present specification, figures, and claims before them, the NFC IP 1 standards-are-simply the presently preferred example, which could be exported ¨ in whole or in part ¨ far use.in association with any other proximity communication standard. It is further preferred that the portable cOmmunitation deviee 101 include. an NFC/RFID antenna (conformed to NFC IP. I and ISO 14443 standards) to enable near-field communications. However; as would be:understood in the art communications may be accomplished Without an antenna, albeit over even shorter ranges and potential read problems.
100201 As shOWn in FIG'. 1 A, the portable cOrnthunication deviee 101 also ihellideS2 mobile network interface 1 l 1 to establish and manage wireless communications with a.mobile network operator 103. The mobile network interface uses one-or more communication protocols and technologies including, but not limited to,. global system for mobile communication (GSM), 3G, 40, code division multiple access (CDMA); time division multiple access (I
user datagram protocol (UDP), transmission cc:intro! protocol/Internet.protocol (TCNIP), SMS, general packet radio serviee (GPRS), WAP, tiltra.wide band (UWI3), IEEE 802.16 Worldwide Interoperability for Microwave Access (WiMax), SIP/taP, or any of a variety of other wireless coninitinitaticin pi-OW-cols-to communicate with the mobile network of a mobilenetwOrk Operator;
the -mobile network interface may include 4.5:4:tiAtisceiver, transeelying device, - or network interface: card it.is contemPlate&that the mObile:netw.ork'interface;111 and, short.prOkirnityeleetrOmagnetic.communication device could share :a transceiver OftransceiVitig device, as would be understood in the art by those hailing the PieSent.SpecifiCatinri, figures, and claims before them:
100211 The portable communication device rol fintherincludeS a user interface 102 (See FIG.
1B) that provides some means for-the consumer 104 to receive, information as.well as to input infOrmation or otherwiSereSpOnd to the received itiforniation. As is presently Understood (without intending tO limit the present disclosure thereto)'this user interface thaY include,a microphone, an audio speaker, a.haptic interface, a graphical display,and a keypad, _keybo.ard, pointihg devite 'and/or touch screen. AS WOuld be understoodin the art by those having-the present specification, figures, and, claims before them, theportable communidatiOn,device 101 may further include a location transceiver that can determine the physical coordinates ofdevice;
on the surface of the Earth typically as, a=function of its latitude, longitude and altitude. This location transceiver preferably uses GPS technology, so it may be-referred to herein as a GPS
transceiver, however; it:should hounderstood 'that the location transceiver can additionally (or alternatively) employ other geci-positioningthechanismsVinclUding, but not limited to, triangulation, assisted GPS (AGPS), E-OTD, CI, SAI, ETA, BSS or the like, to determine the physical location of the portable communication device 101 on the Surface of the Earth.
[0022] The portable communication device 101 will, as is well known, also include a microprocessor and mass memory. The mass memory-may: include ROM, RAM as. well as one:
or more removable memory cards The mass rri-einor.proVide-s' toragb for computer readable instructions arid other,data, including a basic input/Output system:('BIOS") and 'an operating system for controlling the:operation of the portable communication device 101:
The portable cOniMunication &Vice 101 will 'also include a deViceldentification Menicity dedicated to identify the device, such as 'a SIM card. As is generally understood, SIM cards, contain the uniqueserial number of the device (ESN), an internationally unique:ntirriber of thertiobile user (IMSI),.
security authentication and ciphering-information, temporary 'information related to the local network, irlist of the services the. user has access to ,ana-two passwords (PIN for usual use:.and 13111( for Unlocking). AS.Wotild betuiderstpdcl in the;att having the:present ,specification, figures; and claims, before them, other information may be maintained in the device identificationmemorydepending.upon the type of device, its primary network type, home mobile network operator, etc.
100231 In the present invention each portable.communication deyiee:101 is thought to have two subsystems: (1) a "WitelesS2SubsySterrir thateliables communication and other data applications as has become commonplace with users of cellular telephones today, and (2) the "secure,transactional subsyStem".which may also be: known as the'paymentsubsystem". As illustrated in FIG. 2, it is contemplated that the-secuter.transadtiOnal subsS!Witi=will preferably include a Secure Element 212, similar (if not identical) to that described.as,patt of the .G1004 Platform 2.1.X or 2.2 (www.globalplatforriLorg). The secure elements'212. has been implemented as a specialized, separate physical memory used for industry common practice Ofstoring payment card track data used with industry common point of sale; additionally;
other,.secure.
credentials that can he stored.in'the secure element include employment badge credentials, (enterprise, access controls), hotel and other-card-based access systems and tranSit credentials.
Mobile Network Operator 100241 Each of the portable communications devices 101 is connected to-at least one mobile network operator 103. The mobile network operator 103 generally provides physical infrastructure that supports the Wireless communication services, data applications and the secure transactional subsystem via a plurality of cell towers that communicate With a plurality, of portable communication devices 1,01 within each cell tower's associated cell.
In turn, the Pa towers may be in operable communication with the logical network. of the;
mobile network operator 103, POTS, and the Internet to Convey the communication's and data within the Mobile network operator's own logical network as well as to external networks:including those of other mobile network operators .103. The Mobile network operators 1-03sgenerallyprovide support for one or more communication protocols and technologies including, but not limited to, global system for mobile communication (GSM), 30,. 4G, code division multiple access (CDMA),,time division multiPlc.access (TDMA), user datagram protocol .(UDP),Ararisrnission control protocol/Internet protocol (TCP/IP), SMS., general packet radio ServiCe(GPRS), WA!', ultra wide band (UWB), IEEE 802.16 WorldwideInteroperability-for Microwave.Access (WiMaX), SIP/RIP, or any of a variety Of other wireless eommunitation protedols to tOrnmunicateVvith the portable communication devices.
Retail Sub-system 100251 Standard:at Merchants today is an Internet Protocolconneeted payment syStern that allows for transaction processing of debit, credit, prepaY and gift PrOduCts, of banks and merehant service providers, referred to herein as a "retail subsystem'-' 101. By swiping a magnetic, stripe enabled card at the magnetic reader of .a Point of Sale Terminal (alsb referted.to as a point.of sale device or:generally as point of sale.equipment) 108, the card data isiransferred to the point of sale equipment 108 and' used to confirm funds by:the issuing bank.. This point of sale equipment 108 of the retail stibsystem 108 has begun to include contactless card readers-as acCesSorios that allow for the payment card data to be presented over an RI7 interface, in lieu of the magnetic reader. The data is transferred to the readerthrough the RF interface by the ISO 14443' standard and proprietary payment applications like PayPass and Paywave, which transmit the Contactless card data from a card and in the future a mobile device that includes a Payment Subsystem.
100261 As is well known, a retailer's.point,of sale device 108 may be connected to a network via a wireleSs or wired cOnnection. This point Of sale netWork may include the Internd in additionto local area networks (LANs), wide area networks (WANs),,direct connections, such as through a universal serial bus (USB) port,,other forms of computer-readable media, or any combination thereof. On an interconnected set of LANs, including those based on differing architectures and protocols, a router acts as a link between LANs; enabling messages' to be, sent from one to another: In addition, communication link Within LANs typically include, twisted wire pair or coaxial cable, while communication links between networks may utilize analog telephone lines, full or fractional dedicated.digital lines includingT1, T2, T3, and T4, Integrated 'Servicesbigital Networks (ISDNs), Digital Subscriber LineS (DSLS), wireless links including satellite links, or Other comrininiCatinnSlinkS.knoWntO those skilled Jn:the:att. Furthermore, temote,computers and other related 'electronic devices could be remotely conneeted to,either LANs or WANs-via a:Modern and tetnporary telephone.linIc. In esse'nee, any communication' method may be.used that allows information to travel between the retail subsystem 107 and financial services providers of a secure transactional subsystem 105 for the purpose-of validating, authorizing and ultimately capturing.firianciatIranSactioris at the point of sale 108 for payment via the.secutetransaction subsystem 105.
Secure Transactional Subsystem 100271 The syStem includes a Secure transactional subsystem 105 made up of one .or More financial services providers: The secure transactional subsystem 105 includes secure elements and associated device software for communication to managernentand provisioning systems as well as the customer facing interfaces for uSeand managenient of secure data 210 stored in the secure elements of the customer's portable communication device 101.
Preferably the secure transactiOnal subsystem 105 Will 'conform, where apptopriate,-taarr international standard, such as the standard defined in Global Platform 2.1.X or 2.2.
System Management Back End 100281 The system 100 of FIG. IA further includes a system management back end 109. As.
shown in FIG. 1A, the system management.back end 109 is cennected to the retail subsystorn 107, the secure transactional subsystem 105 and toa plurality of portable communication devices 101 via the infrastructure of at least one mobilenetwork operatbr 103. The system management back end 109 has a server (300 in FIG. 3) operably comrnurfiCating with One or mere client devices (302-316 in FIG. 3), The server, which is shown in greaterdetail in FIG. 3, is also in operable communication with the retailer subsystem 107, secure transactional.SubsyStem 105, and one or mote portable communication devices 10_1. The communications include data and voice channels: Any type olvoiFe channel may he used in association with the present invention, including but not limited to VoIP., 100291 The server 300 May, comprise one or more general,purpose,computerslhat implement the procedures andfunctfons needed to run the system hack office in serial or in parallel on the mine computer or across a local or wick, area network distributed on a plurality of computers and may even be located "in ihe cloud" (subject to the provision of sufficient security). The computer(s) comprising the server may be contrbIled by Linux, Windows , Windows CE, Unix, or a Java based operating system, to name a feW. The system management back end server 109 is operably associated with rriass memory that stores program code and data.
=Data may include one or more databases,, text; spreadSheet, folder, file, or the like; that may be 'configured to maintain and Store a knoWledge hase, User identifiers.(ESN, IMSJ, PIN,:telephone'liumber;
email/IM address, billinginfOrmation, or the like).
100301 The syStem management baCk end server 300-supports a care and diagnostics management system 320 to provide call traffic connectivity: and.distrihution across the client deviceS.302,316 in-theouStOmer:care -tenter. In a preferred approach uSing Vei-IP 'voice channel connectivity, the care and diagnostics Management system 320 is a contact/case management system- distributed by Contactual Inc. of Redwood City, California. The Contactual Inc. system is a Standard.CRM:system- for a VoIP-based Oustomet care call 'center that also provides flexibility to handle care issues with simultaneous payments and cellular-related care concerns.
As would be understood by one of ordinary skill in the art having the present specification, drawings and claims befOre them, other case management systems may be Utilized within the.
present invention such as Salesfarce (salesforce.com inc ofSan Francisco, California) and Novo (Novo Solutions, Inc. of Virginia Beach, Virginia).
[00311 Each client computer. 302-316 associated with the system management' back end 109 server has a network interface device, graphical user interface,,and voice communication capabilities that Match the voice channel(s) supported by the, client care center server, such as VolP. Each client computer can request status of both the cellular and secure transactional subsystems Of a portable communication device. This status may inelude thc contents of the soft memory and Core performance of portable communication device; theNFC
components,:
bascband, NFC. antenna, secure element status an&identification.
Oh Demand Diagnostics [0032] As shown in FIG. 1B, the consumer 104 has a portable corinnunicationdeviee 101 enabled with a secure paymentsubsysteniand has made or has tried to make a payment at a physical retailer's point Of Sale,device..108 (described above), which has failed. As_ shown oh the video display 102 of the portable communication device, thereSident-diagnostic agent (206 in FIG. 2) has launched due to the failed transaction As Would.be:Onderswod by those of ordinary skill in the-art having the present-specification, drawings, and claimsbefore them, the, use or the failed use of a secUre.subsystein iha:portable.cOmmunicatiori &Vied may similarly occur (and be Similarly diagnosed) in a variety of other transactional settings, including but not limited to, loyalty transaction, hotel key card provisioning, transit ticket, or any other environnient 'to the point-of sale-described above .that has 4.keacleethat initiatest Secure' data transfer between_ a third party subsystem requiring information from the portable communication device.-toward securing approval of a..next=step, such as the purchase contemplated in the example of FIG. lotthe opening of -a hotel 0,6111.
[00331 The- resident diagnostic agent 206 is downloaded onto the portable communication device 101 to-asSist in determining the reason(s) for the failed transaction.
In the.ease of a purchase at a physical point of sale 108 using a wireless wallet.the failure may becaused by problems with the retail 'subsystem, the financialservice subsystem, a physical problem with the pPrtable 'communication device or the RI: link established between the Portable commuxiidatiOn device and the point of sale device prthe link established ,between the portable communication device and the mobile network operator. As is presently" understood, the retailer, the financial service provider (e:g. card issuer) and mobile network Operator:are usually three different entities andin some cases those entities may be in direct competition with one another for all or part of a consumer's business. As a result,. the entities are unableAO edfoperate sufficiently to rectify problenis With any individual transaction, especially in real time.
100341 As shown in FIG. 1B, the consumer 10.4'mayinitiate.a=diagnostic=session by manually.
indicating that a diagnostic session should tonimence. In 'particular, FIG.
lifShOwS "YES" and "NO" soft buttons 106 displayed on the touch screen 102..oftheillustrated.portable communication device 101. However, as would be understoodby. thoSe.of ordinary skill in the art having the present SpecifiCation, drawings, and claims before them consumer activation may be accomplished using a variety of user interactivelechniques, all of which are Contemplated by the present inventiOn. If the consunier desires help witltrespect to the fai1cdtransaction,shethay activate the local diagnostics agent 206 by opening a "help" Screen from the diagnostics agent 206.. The consumer may select a "Help:Me" function,.promptingthediagnostics agent206 to (i) gather and enerypt the &fel' conditiOrikode.as.Well as statuS inforthatiOn frOin the Secure payment subsystem, the Wireless subsystem (e.g. the currentgeO:coordinateSO:the portable:
communication device (i.e. which store the secure payment device is in),,cfate/time,=MSISDN,.
UCC ID, Secure Element ID nutriber, Card II) number, battery life statuS,,deviee rnOCIel number, mobile operating.syStem, firmware version) and/br the,system management back end application, and (ii) determine the mbstapproptiatedhannel forAtansmitting;that data (e.g, SMS, .MMS,email, Fr1-17, etc.)preferably in aproPrietary *Mat to the system management back end:
100351 Under certain circumstances, defects or malfunctions inthe point.ofsale, device may-be the cause of thelailed fransactiOn. Therefore, it is also:desirable-for the systerti management back end 109 to also receive status, identification, location and othet.infOiination,c0rrespending to the point Of sale device 108.(referted toas POS data). However, if thepointof saledeviee =
108 has malfunctioned such that the portable communication device 101 is unable tO receive any POS data from the POS device 108 itself, it is desirable to have an alternative way to identify known information (e.gõ serial number, or make/model).corresponding to the particular POS
device. In oneimplethentation, the system thanagementhack end 109 may further include a pointof Saledatabase (322.in FIG. 3.) that stores the POS data for each poin.tof service-device 108 in the system's network. As previously stated, the portable communication device 104 may include a location transceiver (e.g., GPS) that can determine the physical coordinates of device on the surface of the Earth typically as a function of its latitude, longitude-and altitude. Once the physical .coordinates of the device 101. are known, the system can deterinine the location:Of the faulty point of sale device 108 as,Well,.and oneethis.locationiSknowri,,the system management -back end 109 may look up the other POS,datain;the pointof.saledatabase .322.
100361 Howevo., While 'Many :geolOcatiOrt -transceivers are accurate enough :to determine in which .stores.the particular POS. device:108 is located, they:generally, do nothave the precision to determine the specific location (Witte applicable POS-deVice within the Store.
AS a solution,eadh POS device at a given location may be provided With a sound beacon (.120 in FIG 1B) that emits a sound wave outside of human hearingscapabilities=thatis at least:unique to thatPOS device 'within the 'store (and perhaps even unique to the particular POS device globally) The microphone of aTortakle.communication device 101 may-detect,the5Ound.wayeS and transMit, an audio identification signal uniquely corresponding to the-partieularIPOS
device within the retail establishment, to the systern;Managernenchack end 109 along With any Other failure data detected or obtained by the communication device .101, which. may then heusedbythecare,and diagnostics system 320 tO deterinine the. failure ahd proVide:a-SOltition,as ekplained herein.
100371 One of skiWin the art having the speCificationõfigUreS-and claims _before them would know that the sound:beacon 120-tnayhe connected to tile PO8 deviee .108(via a OS13 or other conneetiOri.so that the sound beacon .120 may draw power from the POS:devite.108-.
Alternatively, the Wprid beacon120may beastandalone_devicehaving its own power source. It will also be understood by one ofordinary skill inthe art tharthesound,beacon.120,may replaced With some other unique signal generator.
.FOrexaMple,different.light,Wavesmay correspond to different POS .devicesrl 08,and thecommunicatibn device may detect the light frequency Using a built-in image detettor.
[003_8] In another embodiment, the..sys;qrutiwy simply ask the end User to manually provide an identification for theparticular POS device 108 involved in the failed transaction, suchas-by phent,:ennail or SMS text. Because asking a user to manually provide this information-may be burdensome or cause the end user to incur additional phone :charges, many users may clect,to ignore the request for additional information. This is undesirable both for the retailer as well as the system operator. Therefore; the:retailer or operator of the yStem may elect to-provide rewards, Coupons. or other promotions in exchange for the end user providing such information and/or feedback elating to the failed transaction.
100391 In yet another cmbodiment,.the POS device fOg may inctude an RI:
transmitter that transmits an RI2 signal when the' device 108 is functional. Many NFC baseband tranSteiver 214 today include aiadio-frequency (RF) field.detection unit 216 to detect the presence of an RF
signal. If an kV signal is present, the failure is less likely to reside with the POS device 168, and conversely if the RF signal is not present, the failure is likely due to a defect or malfunction in the POS deyice, The piesence or absence of an RF signaLat the POS device 108 (referred to as "RF presence date-) may be included with the failure data sent to the care .and diagnosis.-system 320. Which Would decode and analyze the data, and then determine -if the transaction failure is likely duet a defect or malfunction in the POS device. This dctermination may even be done.
pre-emptively,,befote the user even requests assistance.
[0040] Upon receipt of the data into the care and diagnostics system 120 of the system management back end 109,.the system generates an ¶8ventRecore. the' care and diagnostics system 320 decodes and automatically uses the reeeived-data.to 'generate, via a ticket Management client device 108 a new "Care Ticket" Preferably, the system management back end 109 will send the consumer 104 omthe pottable communication device 101, via thernost appropriate=COMmUnication channel, the estimated time before a "Care Agent"
Will call the consumer and/or recommend self-help resolutions. Where sound beacon 120 is not used (or-not working) and the portable communication device 101 has a earriera (aSean be.gleaned from the Model number data sent by the diagnostic device), the system may also prompt the consumer via a message to take an image of the point of sale device using the on-device camera: It is preferred for thedialpOsticS agent 206 to antoniatically seledt the best bn-deviee cainerd settings to captute and transmit the image via the most appropriate channel. Upon receipt of the image, the: system may add the image to the "Care Ticket" that has already been established by the ticket management device 308 for the event, and/or utilize pre-saved Point of Sale imagery to compare and auto-recognize the point of sale where the transaction was made or attempted by the consumer. The/care and diagnostics-platform 320 of the system management back end 109 also obtains data from the secure payment subsystem 105, mobile network. operator subsystem 103, and the retailer subsystem 107 regarding the failed secure transaction.
=
100411 After-the diagnostic agent .26automatically Contacts-the system management back end 109, the consumer may also contact the system Management back end 109 via the communication channel on their portable communication device 1.01. Because the diagnostic.
-agent 206 sent infcirmation regarding the portable coffin-limitation 'device 101, the; system will preferably be able to automatically correlate the open Care Tioleftenerated.by the ticket management device 3Q8 with the portable communication device 101.
[00421 Once the information that can be gathered about the failure event has been gathered, a, human care agent would review the Care tieket,yialhecara management software and contact the consumer:on .her portable communication&Vice: 161. .Once-cOntactis established, the:human -care agent will guide the consumer through the deductive reseltitionprocess-.uSing the, information received in conjunction with the system management back end knowledge database = 306. The deductive resolution proceSS-eontinuesbetWeen-the tate agent and the consurrier Until the issue is reScilVed.. Upon resolution of the iSsue,.the:Care Ticket -as well aS:a Knowledge Library generated by the knowledgedatabase -Aµ6are updated based oniheinforrnatiorrgathere&
in.this call.
100431 In one embodiment of the invention,.ifafter carrying outtheforegeing:process(es) the issue remains unresolved, then the person operating the cash register (o-rImanager, or some Other.anproptiateperson-emplciyed by the Merchant), May-be'proyided With the option of .securely 'sending the available transaction;datadirectlyto the applicable financial .service provider 105,. in,this'situatiOn, thelransactiOn failureiS'-likely,tO be:due to a Malfunction in the NFC/RFIL) conneetion. So_whilethe POS-deViee 108 .Wasitiriableitp.obtain the bank Ip from the portablecommunication deyice:101i, theretailer will likely have.the other relevant transaction data (i.e.; transaction amount; retailer ID and tralfsaetibh4,:afid can Send!that aVailable data to the secure transactional 'subsystem -105. (either directly or indirectly via the -system management:
back end 109). On the other hand; while the portable communication device may not have received the transaction data normally obtained from the POS:device-.108,, the end user will have the applicable bank JD information. In this embodiment, the end:user-can-send hiSnr her bank ID information via the portable communication device .101 to financial service provider viasati SMS tekt message, an email message, through a Web browser, or otheriviseyialheinternot.
Once the financial service provider 105 has received:the required'data from.
both the retailer and =
from the end user, it may then send a transaction link back to the end user, allowing the end user to carry out an alternative electronic wallet transaction that does not require a functioning NFC
(or RFID as applicable) connection between the portable communication device 101 and the point of sale device 108. Such an alternative electronic wallet transaction is described in co-pending U.S. Patent Application No. 61/556,179, entitled "System and Method for Increasing Security in Internet Transactions" filed on November 5,2011, which is fully incorporated into this application by reference.
100441 In sorne instances the consumer may initiate a help session Via a voice-call by dialing a care help numberwithout first initiating the diagnostics agent 206. Perhaps the consumer wants to speak with a live agent first or perhaps the consumer is not comfortable uSing,the diagnostic.
agent 206. The call may directly connect or be rerouted to a live agent via the System. Upon receipt of the:call into the care and diagnostics platform 320, the:syStern generates an "Event Record" and "Care Ticket": Based On the caller identifieation nurriber associated with the telephone call, the system management back end 109 would then initiate communications with the diagnostics agent 206 installed on the consumer's portable communication device 101 using the appropriate communication channel (e.g. e.g, SMS, MM$, HTTP,=Secute-Sockets, and email). In an example, where the portable communication device 101 is GSM
3G:based, there may also be support for simultaneous Voice and data sessions available particularly from certain mobile network operators 103. In the case of ,a CDMA 3G based device, the users could receive a message while they are in voice session since simultaneous voice and data sessions arc not supported (Vcrizon). The diagnostic agent-206 will gather the same information-described:in-the foregoing paragraph for use in the-system management back end 109 in diagnosing the failure.
Of course, in the event that communications cannot be opened with the diagnostics agent 206 on the consumer's portable communication device 101:the care agent may direct the consumer to open the diagnostic agent manually and/or navigate to the "Help" screen of the cliagnoStic agent and select the "I MI? Me" function:manually, which should resultin the gathering and transmission of data to the system management back end 109, as discussed above. The call would follow along much the same lines as the call initiated by the diagnostic agent 206.
[00451 The foregoing description and drawings merely explain and illustrate the invention and the invention is not limited thereto. While the specification is described in relation to certain implementation or embodiments, many details are set forth forth e purpose of illustration: Thus, the foregoing merely illustrates the principles of the invehtion. For example, the inventiOn may have other .specific forms without departing from its spirit or essential characteristic. The described arrangements are illustrative and not restrictive. To thosp'skilled in the art, the inventien is susceptible to additional implementations or embodiments and certain of these details described in this application may be varied considerably without departingfrom the basic principles of the invention. It- will thus be appreciated that those skilled in the art will be able to devise various arrangements which, although not explicitly described or shown herein, embody the principles of the invention and, thus, withinits scope and spirfi.
=
Claims (37)
1. A system for remotely providing an end user with a solution to a failure in a mobile transaction, the system comprising:
- a system management back end in operable communication with a portable communication device; having a unique identification number and a status, - a central diagnostics management system configured to receive the unique identification number, the status, and failure data from the portable communication device, and to determine a solution based on one or more of the unique identification number, the status, and the failure data; wherein - the system management back end is configured to wirelessly communicate the solution to the end user via the mobile network.
- a system management back end in operable communication with a portable communication device; having a unique identification number and a status, - a central diagnostics management system configured to receive the unique identification number, the status, and failure data from the portable communication device, and to determine a solution based on one or more of the unique identification number, the status, and the failure data; wherein - the system management back end is configured to wirelessly communicate the solution to the end user via the mobile network.
2. The system according to claim 1 wherein the portable communication device further includes a display screen for displaying the solution to the end user.
3. The system according to claim 1 wherein the diagnostics management system further includes a client device having a graphical user interface for use by a customer care agent.
4. The system according to claim 3 further comprising a voice communication channel between the client device and the portable communication device for communicating voice information relating to the failure.
5. The system according to claim 1 wherein the diagnostics management system further comprises a ticket management device configured to decode one or more of the state and the failure data, and to generate a care ticket.
6. The system according to claim 5 wherein the failure data includes image data.
7. The system according to claim 5 wherein the failure data includes the unique identification number and the present status.
8. The system according to claim 1 wherein the portable communication device includes a transceiver in communication with a point of sale device for carrying out the mobile transaction, wherein the transceiver is selected from the group consisting of a near field communication device, a radio-frequency identification device and a Bluetooth device.
9. A method for remotely providing an end user of a portable communication device with a solution to a failure in a mobile transaction, wherein the portable communication device includes a unique identification number and a diagnostics agent configured to transmit the unique identification number and' a present status of the portable communication device, the method comprising:
- receiving failure data from the portable communication device by a remote system management back end;
- determining a solution at the remote system management back end based on the failure data; and - transmitting the solution to the end user via a mobile network.
- receiving failure data from the portable communication device by a remote system management back end;
- determining a solution at the remote system management back end based on the failure data; and - transmitting the solution to the end user via a mobile network.
10. The method according to claim 9 further comprising establishing a voice communication channel between the remote system management back end and the portable communication device for communicating voice information relating to the failure.
11. The method of claim 9 further comprising decoding the failure data and generating a corresponding care ticket.
12. The method according to claim 11 wherein the failure data includes image data.
13. A system for remotely diagnosing a failure in a mobile transaction, the system comprising:
- a system management back end in operable communication with a portable communication device having a unique identification number and a status, - a central diagnostics management system configured to receive the unique identification number, the status, and failure data from the portable communication device, and to diagnose the failure based on one or more of the unique identification number, the status, and the failure data; and - a point of sale database configured to store-point of sale data; wherein - the system management back end is configured to receive an audio identification signal uniquely corresponding to a point of sale device from the portable communication device via the mobile network, to determine an identity of the point of sale device based on said audio identification information, and to diagnose the failure based on the identity of the point of sale device.
- a system management back end in operable communication with a portable communication device having a unique identification number and a status, - a central diagnostics management system configured to receive the unique identification number, the status, and failure data from the portable communication device, and to diagnose the failure based on one or more of the unique identification number, the status, and the failure data; and - a point of sale database configured to store-point of sale data; wherein - the system management back end is configured to receive an audio identification signal uniquely corresponding to a point of sale device from the portable communication device via the mobile network, to determine an identity of the point of sale device based on said audio identification information, and to diagnose the failure based on the identity of the point of sale device.
14. The system according to claim 13 wherein the portable communication device further includes a display screen for displaying information relating to the failure to the end user.
15. The system according to claim 13 wherein the diagnostics management system further includes a client device having a graphical user interface for use by a customer care agent.
16. The system according to claim 15 further comprising a voice communication channel between the client device and the portable communication device for communicating voice information relating to the failure.
17. The system according to claim 13 wherein the diagnostics management system further comprises a ticket management device configured to decode the failure data and generate a care ticket.
18. The system according to claim 17 wherein the failure data includes image data.
19. The system according to claim 17 wherein the failure data includes the unique identification number and the present status.
20. The system according to claim 13 wherein the portable communication device includes a transceiver in communication with a point of sale device for carrying out the mobile transaction, wherein the transceiver is selected from the group consisting of a near field communication device, a radio-frequency identification device and a Bluetooth device.
21. A method for remotely diagnosing a failure in a mobile transaction carried out by a portable communication device, wherein the portable communication device includes a unique identification number and a diagnostics agent configured to transmit the unique identification number and a present status of the portable communication device, the method comprising:
- receiving failure data-and an audio identification signal uniquely corresponding to a point of sale device, from the portable communication device by a remote system management back end;
- determining an identity of the point of sale device based on said audio identification information; and - diagnosing the failure based on the identity of the point of sale device.
- receiving failure data-and an audio identification signal uniquely corresponding to a point of sale device, from the portable communication device by a remote system management back end;
- determining an identity of the point of sale device based on said audio identification information; and - diagnosing the failure based on the identity of the point of sale device.
22. The method according to claim 21 further comprising establishing a voice communication channel between the remote system management back end and the portable communication device for communicating voice information relating to the failure.
23. The method of claim 21 further comprising decoding the failure data and generating a corresponding care ticket.
24. The method according to claim 23 wherein the failure data includes image data.
25. A system for remotely diagnosing a failure in a mobile transaction, the system comprising:
- a system management back end in operable communication with a portable communication device having a unique identification number and a status; and - a central diagnostics management system configured to receive the unique identification number, the status, failure data and RF presence data from the portable communication device, and to diagnose the failure based on one or more of the unique identification number, the status, the failure data and the RF presence data;
wherein - the system management back end is configured to wireless communicate diagnostic information to the end user via the mobile network.
- a system management back end in operable communication with a portable communication device having a unique identification number and a status; and - a central diagnostics management system configured to receive the unique identification number, the status, failure data and RF presence data from the portable communication device, and to diagnose the failure based on one or more of the unique identification number, the status, the failure data and the RF presence data;
wherein - the system management back end is configured to wireless communicate diagnostic information to the end user via the mobile network.
26. The system according to claim 25 wherein the portable communication device further includes a display screen for displaying the diagnostic information to the end user.
27. The system according to claim 25 wherein the diagnostics management system further includes a client device having a graphical user interface for use by a customer care agent.
28. The system according to claim 27 further comprising a voice communication channel between the client device and the portable communication device for communicating voice information relating to the failure.
29. The system according to claim 25 wherein the diagnostics, management system further comprises a ticket management device configured to decode one or more of the status, failure data and RF presence data, and to generate, a corresponding care ticket.
30. The system according to claim 25 wherein the failure data includes image data.
31. The system according to claim 25 wherein the failure data includes the unique identification number and the present status.
32. The system according to claim 25 wherein the portable communication device includes a transceiver in communication with a point of sale device for carrying out the mobile transaction, wherein the transceiver is selected from the group consisting of a near field communication device, a radio-frequency identification device and a Bluetooth device.
33. A method for remotely diagnosing a failure in a mobile transaction carried out by a portable communication device, wherein the portable communication device includes a unique identification number and a diagnostics agent configured to transmit the unique identification number and a present status of the portable communication device, the method comprising:
- receiving one or more of failure data and RF presence data by a remote system management back end;
- determining a diagnosis of the failure at the remote system management back end based on the one or more of failure data and RF presence data; and - transmitting diagnostic information to the end user via a mobile network.
- receiving one or more of failure data and RF presence data by a remote system management back end;
- determining a diagnosis of the failure at the remote system management back end based on the one or more of failure data and RF presence data; and - transmitting diagnostic information to the end user via a mobile network.
34. The method according to claim 33 further comprising establishing a voice communication channel between the remote system management back end and the portable communication device for communicating voice information relating to the failure.
35. The method of claim 33 further comprising decodings one or more of the failure data and RF presence date, and generating a corresponding care ticket.
36. The method according to claim 35 wherein the failure data includes image data.
37. The method according to claim 33 further comprising transmitting transaction data to a secure transactional subsystem in order to enable the transactional subsystem to provide the end user with a transaction link to carry out the mobile transaction via the internet.
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| US13/279,194 US20120122447A1 (en) | 2010-11-17 | 2011-10-21 | System and Method for On-Demand Diagnostics of a Device Utilizing Secure Data to Interact Wirelessly with One or More Third Party Systems |
| US201161556179P | 2011-11-05 | 2011-11-05 | |
| US13/290,056 US20120123880A1 (en) | 2010-11-17 | 2011-11-05 | System and Method for On Demand Diagnostics of A Device Utilizing Secure Data to Interact Wirelessly with One or More Third Party Systems |
| US13/290,056 | 2011-11-05 | ||
| US61/556,179 | 2011-11-05 | ||
| PCT/US2011/061048 WO2012068289A1 (en) | 2010-11-17 | 2011-11-16 | System and method for on demand diagnostics of a device utilizing secure data to interact wirelessly with one or more third party systems |
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| US10417615B2 (en) | 2014-10-31 | 2019-09-17 | Ecoatm, Llc | Systems and methods for recycling consumer electronic devices |
| US10475002B2 (en) | 2014-10-02 | 2019-11-12 | Ecoatm, Llc | Wireless-enabled kiosk for recycling consumer devices |
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- 2011-11-16 WO PCT/US2011/061048 patent/WO2012068289A1/en active Application Filing
- 2011-11-16 EP EP11841424.2A patent/EP2641225A4/en not_active Withdrawn
- 2011-11-16 CA CA2818533A patent/CA2818533A1/en not_active Abandoned
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| US11482067B2 (en) | 2019-02-12 | 2022-10-25 | Ecoatm, Llc | Kiosk for evaluating and purchasing used electronic devices |
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Also Published As
| Publication number | Publication date |
|---|---|
| EP2641225A1 (en) | 2013-09-25 |
| EP2641225A4 (en) | 2014-07-16 |
| WO2012068289A1 (en) | 2012-05-24 |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| FZDE | Discontinued |
Effective date: 20161116 |
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| FZDE | Discontinued |
Effective date: 20161116 |