CN104836890A - Client self-supporting call receiving method on mobile device - Google Patents

Abstract

The invention discloses a client self-supporting call receiving method for receiving calls from a remote or mobile device (100) and for checking the time of a user dialing one or more preset number. If the number is in corresponding to one of the preset numbers (e.g. client support numbers), the calling from the number can be received, and a list of possible solution to the user can be displayed. Other various characteristics and embodiments are disclosed.

Description

The call intercept methods of the client's self-supporting such as on mobile device

The cross reference of related application

This application claims the U.S. Provisional Patent Application No.60/546687 that the title submitted on February 20th, 2004 is " for the call intercept methods of client's self-supporting and the method for navigation data screen ", the title that on July 21st, 2004 submits to is that " mobile device is assisted, the call intercept device of mobile device management and mobile device " U.S. Provisional Patent Application No.60/590152, the title that on September 21st, 2004 submits to is " the mobile device running software of safety, the intelligent network configuration of the help support maintenance initiation of mobile device and mobile device is selected " the title to submit to 11, on February of U.S. Provisional Patent Application No.60/611607 and 2005 be the rights and interests of the U.S. Provisional Patent Application (attorney docket 41658.8001) of " call intercept methods of the client's self-supporting such as on mobile device ".

Background technology

Method at present for the treatment of the calling of client's self-supporting often requires to the calling of call center and from network retrieval data.Such as, subscriber may dial customer support number, as " 611 " or " 133 " from its mobile device.Once subscriber dials customer support number, automated system may be replied this calling and be provided options menu for subscriber.Subscriber is by the button pressed on mobile device or from menu, select option by speech recognition software.Once subscriber carrys out request msg by selecting certain option, automated system from network retrieval data, and passes to subscriber by mobile device data.Or, third-party application, as PocketThis can independently push via SMS (Short Message Service) or WAP (WAP (wireless application protocol)), content is supplied to mobile device from network.

Problem associates with current realization of client's self-supporting of mobile device.Existing system relies on and utilizes external network to provide data to subscriber.External network is used for client's self-supporting may consume massive band width, makes network congestion, provides slower customer response time, and cause the increase cost of mobile device operator.In addition, the calling cost that the use with the automated system of multiple option may cause longer Call Waiting time, mobile operator and client to increase and lose client because of the longer Call Waiting time.

Accompanying drawing explanation

Fig. 1 is schematic diagram, and the mobile device that can realize call intercept methods and client's self-supporting is wherein described.

Fig. 2 is schematic diagram, and the system architecture for realizing call intercept methods and client's self-supporting is described.

Fig. 3 is schematic diagram, and the system architecture of the mobile device being used for network service and Fig. 2 is described.

Fig. 4 is schematic diagram, and the architecture of the mobile device being used for Fig. 1 is described.

Fig. 5 is sketch, illustrates for the local display provided on the mobile device of customer support.

Fig. 6 A is flow chart, and the basic routine being used for intercept and redirected customer service support call is on the mobile device described.

Fig. 6 B is flow chart, and the detailed routine being used for intercept and redirected customer service support call is on the mobile device described.

Fig. 7 is flow chart, and the routine being used for intercept and redirected call after it is connected to customer support call center is described.

Fig. 8 A is flow chart, and the software routines for performing call intercept methods is described.

Fig. 8 B is flow chart, illustrates and is used for during large call volume, notify that customer support is with the routine of callback subscriber.

Fig. 8 C is flow chart, and the routine of the solution being used for access customer support issue is described.

Fig. 8 D is flow chart, and the routine for changing the display element on mobile device is described.

Fig. 9 is sketch, and the routine that the SIM (subscriber identity module) on mobile device unlocks is described.

Figure 10 A to 10C illustrates how mobile device application can detect and the roaming on the mobile device of correct subscriber automatically.

Figure 11 A to 11C illustrates three different grades of service of three of subscriber different groups.

Figure 12 A and 12B illustrates according to the context dependent of event auxiliary.

Figure 13 is flow chart, and that run on the mobile device, mutual with call intercept function various application are described.

Figure 14 is schematic diagram, and the remote activation that mobile device is applied is described.

Figure 15 A is flow chart, and the call route selecting system be used for based on the customer support of mobile device is described.

Figure 15 B is flow chart, illustrates for utilizing mobile device to apply the local various options providing customer support on the mobile device.

Figure 16 is flow chart, and the routine being used for transmitting data between network and mobile device is described.

Figure 17 A is flow chart, illustrates and is used between network and mobile device, utilize WAP (WAP (wireless application protocol)) to push the routine transmitting data.

Figure 17 B is flow chart, and the routine being used for transmitting data via SIM (subscriber identity module) card between network and mobile device is described.

Figure 18 is flow chart, illustrates for adopting the CCF of SIM/USIM (universal subscriber identity module) from the routine of mobile device intercept and redirected customer service support call.

Figure 19 is sketch, illustrates and is used for remote monitoring and the display of collecting the data relevant to the mobile device of subscriber.

Figure 20 is mobile device display screen, illustrates and takes the photograph notification message before changing to the related network of subscriber.

Figure 21 A to 21F illustrates the method for the whether applicable advertising promotion of local inspection subscriber on the mobile device.

Figure 22 is block diagram, illustrates that mobile device wherein and remote-control device carry out the alternative communicated.

Figure 23 is sketch, and the context dependent screen of assisted user is described.

Figure 24 is sketch, illustrates and is used for remote monitoring and the display of collecting the data relevant to the mobile device of subscriber.

Title provided herein just for convenience's sake, and not necessarily affects the scope of invention or implication that require its rights and interests.

In the drawings, for ease of understand and conveniently, identical reference number and abbreviation mark there is same or similar functional element or action.For ease of identifying the discussion of any concrete element or action, the highest significant position in reference number represents the accompanying drawing number (such as, first element 1104 is introduced into about Figure 11 and discusses) first introducing that element.

A part disclosed in this comprises has carried out the data of copyright statement.Copyright owner is reproduction by anyone's facsimile copy patent document or patent open (comprising accompanying drawing) not, because it appears in patent and trademark office patent file or record, but copyright owner still retains the rights and interests of other all copyright.

Embodiment

For each embodiment, the present invention will be described now.Below describe and detail is provided, thoroughly to understand and these embodiments of the present invention can be described.But, person of skill in the art will appreciate that, also can implement the present invention even without these details.In other cases, do not describe in detail or describe well-known 26S Proteasome Structure and Function, in order to avoid unnecessarily affect the understanding of the description to embodiments of the invention.

The term used in the description below provided will be understood, even if it is combined with the detailed description of some embodiments of the invention with the appropriate ways of its most broad sense.Below even some term may be emphasized; But any term will explained with any limited manner will describe part in detail at this and equally openly define particularly.

Disclose for from the local intercept calling of mobile device to provide enhancement service, method as client's self-supporting.Subscriber may dial one or more predetermined number on its mobile device separately.Whether the software determination number on mobile device corresponds to one of predetermined number (such as customer support number).When dialling, after call through, when calling out maintenance, etc., phone can intercept calling.If the numbers match dialed corresponds to certain number of such as customer support services number, then mobile device interrupts the calling of trial, and display is for the list of the possible solution of the problem of the subscriber on mobile device.List this locality of possible solution is stored in mobile device itself instead of is stored on network.Each solution may be the combination of step-by-step procedure, information and the figure that subscriber will perform, access and change multiple executable programs of the data on phone, access and change multiple executable programs of the data on bearer network or on remote Internet server, or other.

Fig. 1 illustrates some embodiments according to the present invention can realize the mobile device 100 of call intercept methods and client's self-supporting wherein.Receiver/demodulator 104 receives signal transmitted via antenna 102, and reconstructs original signal transmitted.Signal transmitted is sent to the microcontroller 106 be made up of decoder 108, processor 112 and RAM (random access memory) 114.Decoder 108 is converted to significant data signal, and with other device interface.Decoded data is sent to processor 112 together with inputting 110 with subscriber.In addition, mobile device can comprise optional components, such as, be linked to the automatic data accquisition unit 120 of processor 112, and it can comprise automatic RFID (radio frequency identification) label reader, magnetic card swipe reader, barcode reader etc.As a supplement or substitute, mobile device can comprise biometric reader (such as thumbprint reader, voice fingerprint recognition function etc.) and/or media output device (such as MP3 player, TV tuner/player etc.) 120.Mobile device also can comprise subscriber identity module (SIM) 122.The output of processor 112 can be stored in programmable non-volatile memory 116 or RAM memory 118.

Fig. 2 illustrates the system architecture for realizing call intercept methods and client's self-supporting.System architecture comprises three assemblies: based on the service 200 of mobile phone, mobile device 100 and network service 204.Fig. 1 and discussion are herein provided in the concise and to the point general description that wherein can realize suitable telecommunications of the present invention or computing environment.Although do not do requirement, describe in the general context of computer executable instructions, routine such as performed by the all-purpose computer of such as mobile device, server computer or personal computer and so on of the present invention some in.The technical staff of relevant art can understand, the present invention can communicate for other, data processing or computer system configurations are implemented, and comprising: internet equipment, hand-held device (comprising personal digital assistant (PDA)), all modes can wearing computer, honeycomb or mobile phone, multicomputer system, based on microprocessor or programmable consumer electronics, Set Top Box, network PC, minicom, mainframe computer etc.In fact, term " computer ", " main frame " and " master computer " and " mobile device " and " mobile phone " generally use in this article convertibly, and represent any one and any data processor of above device and system.

Some aspects of the present invention can embody in the one or more dedicated computing device specifically programming, configure or be configured to perform the computer executable instructions described in detail herein or data processor.Some aspects of the present invention also can be implemented in a distributed computing environment, in these environment, task or module are performed by the remote processing device by the such as communication network links of local area network (LAN) (LAN), wide area network (WAN) or internet and so on.In a distributed computing environment, program module can be arranged in local and remote memory storage apparatus.

Some aspects of the present invention can store or be distributed in computer-readable media, comprising magnetic or light readable computer dish, hardwired or preprogrammed chips (such as EEPROM semiconductor chip), nanotechnology memory, biological memory or other data storage medium.In fact, the computer of some aspects of the present invention realizes instruction, data structure, screen display and other data and can be distributed in internet or be distributed in other network (comprising wireless network), be distributed in the transmitting signal on propagation medium (such as electromagnetic wave, sound wave etc.) in certain time period, or they can provide on any analog or digital network (packet switching, circuit switching or other scheme).The technical staff of relevant art can know, some parts of the present invention reside in server computer, the part of correspondence then resides in client computers, as in mobile or portable unit, therefore, although be described herein some hardware platform, some aspects of the present invention are equally applicable to the node on network.In an alternative embodiment, mobile device or portable unit can represent server section, and server then can represent client-part.

Service 200 based on mobile phone can comprise can executive software, software merit rating, hardware configuration and control and mobile phone operating system interface.As disclosed herein, any software program stored in permanent via hardware or wireless connectivity in the temporary transient mobile device that is connected or association store device can be comprised without limitation by executive software.Mobile device 100 can comprise right discriminating system 208 (such as via SIM), hardware interface 210, reporting system 212, script interface 214, script platform 216, data 218 and script 220.Network service 204 can comprise one or more network 206, mobile network service 222, Mobile Network Operator customer service system 224, host information management system 226, more new script 228 and report data 230.Assembly and the network service 204 of mobile device 100 will be described below.

Assembly in mobile device 100 allows the integrated service 200 based on mobile phone of device and network service 204.Right discriminating system 208 can realize based on SIM (subscriber identity module) card or independent authentication with the network requirement of satisfied expection safe class.May not require but usually recommend system authentication to meet network requirement.

Hardware interface 210 can be retrieved and the hardware interface elements needed for the customer support services interface of Network Based or phone.The example of hardware interface elements comprise change volume, change frequency, retrieving SIM (subscriber identity module) ID, connection status etc. from SIM or radio hardware.Reporting system 212 can be collected the data that reported by mobile device and is transmitted to network 206.Reporting system 212 also can encrypt handset identification information to provide the fail safe of increase.Information can be passed through coding, makes to only have host information management system 226 just can be decrypted by handset identification information.

Script interface 214 is used as the standard API of customer support services.More particularly, script interface 214 provides script 220 and the interface between various hardware specific and executable program specific function.Script interface 214 allows single customer service script to be deployed in multiple operating system and hardware configuration.In addition, script interface 214 comprises the standard A PI (API) of hardware/OS side and script interface.

Script platform 216 mixes and match calls by script interface, so that obtaining information, change or the setting corrected about phone and execution additional function, as described below.The all scripts 220 of script platform 216 authentication, operation and renewal, control report upgrades and change, communicates, communicate with GUI (graphic user interface) with host information management system 226, and managing customer is investigated and talks.Other any network connectivty that host information management system 226 can be supported via USSD (unstructured. supplementary service data), SMS (Short Message Service), IP (Internet Protocol) or mobile device is pushed to script platform 216 notice.Script platform 216 can Run Script 220 after being authenticated, and can carry out authentication script 220 to network 206 or to phone.

Assembly in network service 204 allows mobile device 100 and network 206 to carry out communicating and from wherein retrieve data.Network service 204 can comprise wired and wireless system.Mobile network service 222 can be made up of the one or more systems comprising charging, CRM (customer relation management), supply etc.In addition, mobile network service 222 can return via computer network with standard network protocol (such as IP, DTMF (dual-tone multifrequency), SMS, USSD etc.) data call undertaken by mobile device.

Mobile Network Operator customer service system 224 also can be made up of one or more systems relevant to the customer service comprising charging, CRM, supply etc.It is mutual that host information management system 226 controls between mobile device and host customer support system.Host information management system 226 can transmit to mobile device and upgrade.Mobile device adopts unique mobile phone ID or sequence number and Mobile Directory Number usually.Report data 230 provides storage for the report information collected from mobile device.More new script 228 comprises the script that host customer support system is supplied to mobile device.More new script 228 can manage according to the carrying out desired by host information management system 226 and determine form, can for concrete subscriber or subscriber's group, and can comprise the request of investigation of talking to report and client.

Fig. 3 illustrates the system architecture of network service 204 and mobile device 100.Network service 204 comprises call center system 304, device data 306, subscriber's empirical data 308 and supply agency 310.Call center system 304 may be a part for customer care system 326, and device data 306 may be parts for performance management system 328, and subscriber's empirical data 308 may be a part for business information system(BIS) 330.Call center system 304 can telemanagement setting, and can collect data OTA (through aerial) from mobile device 100 and without the need to requiring that subscriber allows.Call center system 304 also can from mobile device 100 automatic collecting device data (such as mobile phone ID and Mobile Directory Number) 306 and subscriber's empirical data (character of such as customer service issues) 308.In device data 306 and subscriber's empirical data 308 accessible site to network service or be used alone.

Supply agency 310 is with more new script 228 and report data 230 carry out alternately.Supply agency collects the report data 230 associated with subscriber's empirical data 308 with device data 306 from mobile device 100.Supply agency is also by transmitting suitable script real time correction subscriber problems to mobile device 100.Transmission to the script of mobile device 100 and the collection from the data of mobile device 100 can trustships or in outside in a network.In addition, more new script 228 and report data 306 can be stored in SQL (SQL) database 324.

Mobile device 100 can comprise and present platform 312 (such as realizing with C++), optional UI (user interface) server 314, client computer 316 and script interface 214.Client computer 316 produces the report comprising subscriber data, and report is sent to network service 204.Client computer 316 receives the script 320 of recoverable subscriber problems from network service 204.Script interface 214 allows single script to be performed by multiple operating system and hardware configuration.In addition, mobile device 100 also can comprise OS (operating system) 318, specific OEM (original equipment manufacturer) 322 and device hardware 320.

Fig. 4 illustrates the architecture of mobile device 100.Present platform 312, UI server 314 and script processor 406 process operator's particular script 400 or relate to wherein.Operator's particular script 400 can comprise the script relevant with charge information, bill payment, forwarded call, the online photograph album of foundation etc., comprising wireless service provider (those providers of preferred, users interface are such as provided) specifically those.The OS the machine engine 408 comprising script database 410 and report database 412 adopts OS particular code 402.Script interface 214 adopts mobile phone particular code 404.Mobile phone particular code 404 also can be applicable to SIM 414, OS318, specific OEM 322 and mobile phone hardware 320.

Fig. 5 illustrates and is used for the local display 504 provided on the mobile device 100 of customer support.With reference to Fig. 5 (and other screen display), call type code for performing some task as herein described or Computer display or webpage are described.Screen provides the facility receiving input data, the drop-down menu that such as to have in the form of the field that will fill, menu setecting, the some options of permission one or more is selected or entry, button, slide block, hypertext link or other known users interface facility for receiving user's input.Although illustrate and describe some mode showing information to user for some accompanying drawing, the technical staff of relevant art can know, can adopt other various alternative.Term " screen ", " webpage " and " page " generally can be used alternatingly in this article.

Screen can be used as display description, graphic user interface or describes other method of the information on computer screen (such as order, link, font, color, layout, size and relative position etc.) and stores, wherein, to store in a database in the layout of page display and information or content.In general, " link " represents any URLs of the resource on marked network, the display description that the tissue such as having website or node on network provides.General " display description " used herein represent on the computer screen with above-mentioned form any one and such as based on any method of other form automatic display information of the form of Email or character/code, form (such as generations vectorial) based on algorithm, Flash form or matrix or replacement response form and so on.

Subscriber by dialing customer support number, the display 504 visited as " 611 " on screen 502.Display 504 is automatically for subscriber provides the list 500 of most important item or problem, and it may answer common customer support issues.Subscriber can use more multi-option button 508 to roll in display 504 downwards, to check other item.Subscriber can use select button 506 to select item from list.Item is selected to allow mobile device 100 retrieve relevant data from local programmable non-volatile memory 116.

Fig. 6 A illustrates the basic routine being used for intercept and redirected customer service support call on the mobile device.At frame 602, subscriber dials customer service supports number, as " 611 ", so that access customer support call center.Mobile device this locality of subscriber determine the number (frame 604) that stores in the whether matching shift device of dialling the number.If numbers match, then mobile device local intercept customer service support call on the mobile device, and perform an action on the mobile device (frame 608), be described below.In one embodiment, mobile device can intercept incoming call, and local display institute stores content (such as help screen series), or via network connection startup browser to predetermined webpage.If number does not mate, then mobile device has allowed the calling (frame 606) to call center.

Fig. 6 B illustrates the detailed routine 600 being used for intercept and redirected customer service support call on the mobile device 100.At frame 610, number is supported in subscriber dials customer service, so that access customer support call center.Whether the calling that subscriber determined by mobile device 100 should be redirected to the mobile device application that runs on mobile device by local intercept or be allowed without the need to being redirected and proceed (frame 612).Mobile device 100 determine the whether local number stored in matching list of dialling the number.If numbers match, then call out by intercept.If the calling of subscriber is allowed without the need to being redirected and proceeds (frame 614), then call center determines whether to need process more items (frame 616).If need to process more items, then call center is the calling guide housing 612 of subscriber, to process this calling and to determine whether calling should by intercept.If do not need to process more items, the then end of calling (frame 618) of subscriber.

If determine that the calling of subscriber should by intercept at frame 612 mobile device 100, then call out and together with the visit information needed for Message routing to mobile device, be directed to the mobile device run on the mobile device of subscriber apply (frame 620).In one embodiment, mobile device can play sound or show dialogue over the display, thus shows that intercept is called out.Mobile device application is via network signaling technologies, if SMS or USSD is showing that the signaling message route of calling of intercept subscriber is to customer support call center.At frame 628, mobile device 100 receives and processes the signaling message of self-moving device application.Mobile device also can receive some customer self-support data of automatic network.At frame 622, customer support session employing is from this locality storage data that mobile device application receives are on the mobile device of subscriber.Mobile device can adopt various technology to show and customer support item described in responding.At frame 624, mobile device this locality solves the support item of subscriber, is described below.In an alternative embodiment, mobile device from network retrieval data or script to solve the support item of subscriber, as mentioned above (frame 626).

In an alternative embodiment, call center determines whether the calling of subscriber by intercept, and correspondingly should guide calling.Call center can utilize IVRS (interactive speech recognition system) to communicate with subscriber.If call center determines should intercept not call out, then calling is allowed to be proceeded by call center to process (frame 614).If call center determines that calling by intercept, then should be called out and be redirected to mobile device to carry out processing locality (frame 620).

Customer support call can by intercept before being connected to call center, as shown in Figure 6A.Customer support call also can after the connection being established to call center by intercept and be redirected.Fig. 7 illustrates the routine being used for intercept and redirected call after being connected to customer support call center.At frame 701, subscriber is from his or her mobile device calling customer support call center.Call connection is to call center, and mobile device determines whether calling should by intercept (frame 702).If mobile device is determined should intercept not call out, then calling is allowed to proceed regular call center processing (frame 704).If mobile device determines that mobile device (frame 706) should be called out and be redirected or be rerouted to calling by intercept, then, wherein, the list (frame 708) of mobile device display to the possible solution of the problem of subscriber.Therefore, audio call is converted into the action on mobile device.Rerouting can by re-routing the call center software of calling or adopting device propelling movement to carry out the agent call center (Figure 14) that inbound call is reacted.

Fig. 8 A to Fig. 8 D illustrates the software routines for performing call intercept methods and related functionality.Software routines can be stored in the memory 116 of mobile device 100.At the frame 800 of Fig. 8 A, the number of the telephone number that mobile device local reception inputs, such as customer service support call.Mobile device determine Enter Number whether mate existing customer support number (frame 802).This determine by Enter Number with mobile device stores identify that the list of customer support number is compared and carry out.If institute Enters Number do not mate, then the calling of subscriber proceeds.If existing numbers that the matching shift device that Enters Number stores, then this calling of mobile device intercept be redirected to the local process (frame 804) stored on mobile device.Show that the message that intercept is called out can show on the mobile device.Mobile device shows the list (frame 806) of the possible solution of the problem to subscriber on the mobile device, and can show the instruction (frame 808) for selecting possible solution, as described herein.

At this moment Fig. 8 B shows for notifying the subroutine of subscriber about large customer support call amount.After Subscriber Call customer support call center, the mobile device of subscriber approximate calculation can also show the stand-by period (frame 810) be connected with the voice of Customer Service Representative.In one embodiment, mobile device can carry out the approximate calculation stand-by period according to the formula of description time.In an alternative embodiment, mobile device can utilize and carry out the approximate calculation stand-by period from the information of network inquiry.Stand-by period can show on the mobile device, thus dissuasion subscriber completes calling, and adopts the client's self-supporting on mobile device functional.In yet another embodiment, mobile device may not determined or show the stand-by period.

Mobile device can intercept customer support call, and points out subscriber to send message so that at time callback after a while (frame 812) from trend customer support call center.If subscriber select to customer support call center send message so that in time callback after a while, then subscriber queue is placed into the request of customer support, to allow call center return calling (frame 820) when call volume is permitted.Message can take the form of Email, SMS, IP etc.Message can comprise client-related information (such as telephone number, name, possible problem etc.).Subscriber as usual can use mobile device after sending message to customer support call center.Mobile device can follow the tracks of institute's request call, and cancels this request subscriber can find on mobile device local solution during at him or she.

If subscriber selects not send message so that in time callback after a while to customer support call center, then mobile device can adopt the display element on display (frame 816) to provide the option sending message after a while (frame 814).If subscriber selects the display element on display, then message will be sent to call center to ask callback.

In one embodiment, mobile device can everything performed by recording user, thus after completing whole help screen on the mobile device, mobile device can put into the supercentral zero-waiting queue of customer care calling, and all keystrokes or out of Memory are supplied to customer care representative from mobile device.Like this, customer care representative will know that the operation that subscriber has carried out and subscriber want help.This can be combined with mobile device, and first forward direction customer care center sends request message, and then receive for access zero-waiting queue and initiate given client maintenance centre help special number, as 36 item codes.

Proceeding to Fig. 8 C, starting the subroutine for accessing the solution to customer support item, wherein, subscriber selects the solution (frame 822) to customer support item on the mobile device.If do not need security code to visit solution (frame 824) on device, then mobile device provides selected solution, and it can realize (frame 832) in device itself.Selected solution can comprise multiple executable programs etc. of the data on multiple executable programs of the data on step-by-step procedure or screen, information graphic, video and/or audio editing, mobile device, network or remote server.There is provided after the access of selected solution and realizing selected solution at mobile device, device can store the information (frame 834) relevant to the selected solution of subscriber by Local or Remote.

At frame 824, if need security code to visit selected solution, then mobile device can point out subscriber to input security code to access selected solution (frame 826).If security code is incorrect, then mobile device is by solution (frame 830) selected by denied access.If security code correct (frame 828), then the access that will provide selected solution of mobile device, and this solution (frame 832) can be realized.Its example is provided for Fig. 9 A and Fig. 9 B below.

Fig. 8 D illustrates the subroutine for changing the display element on mobile device now.If subscriber selects the option (frame 836) changing display outward appearance on the mobile device, then mobile device provides the option changing display outward appearance (such as the name of an article, shielding layer, multiple time zone, the state of mobile device, the state of network etc.-frame 838) to subscriber.This be aid-device a user configured example-many other be also feasible.

Mobile device also can check new or lastest imformation whether can be used for mobile device (frame 840).Such as, can refer to can script from web download to mobile device or other software executable for information.If new Information Availability, then mobile device is downloaded and is installed this information (frame 842).If new information is unavailable, then phone receives and processes institute's dialing numbers again.

The display outward appearance changed on mobile device can comprise trade mark to be superimposed upon on the wallpaper of mobile device, when mobile device identifies the transition to new time zone and shows two time zones etc., is described below.Mobile device can show ticker on screen, and it such as shows: " Custom House Welcome to Custom House customer care: the average latency is five minutes.You can check following screen now to help deal with problems quickly or answer a question." mobile device also sound that ring or the off-hook such as called out can be provided and so on audible feedback or audio scripts and the voice script with the identical information provided in ticker is provided.Then, this can replace actual calling.Similar audio scripts can be provided to imitate the calling of customer support call center or the response undertaken by it.

An example of common customer support call is retrieving SIM (user identity mould certainly) unlocking code.Fig. 9 A and Fig. 9 B illustrates the suitable screen helping user to unlock the SIM on mobile device.The part 900 of Fig. 9 A illustrates that SIM is locked.Display 504 on mobile device can point out subscriber's input code to unlock SIM part (902).If subscriber shows that he or she have forgotten code (such as providing input to screen portions-904), then mobile device can point out subscriber to input standby message to be decrypted the upper SIM unlocking code stored of the mobile device part (906) of Fig. 9 B.Such as, standby message may be the answer (908) of the problem of name for the dog being subscriber at this.By selecting " unblock " option after input correct option, inputting correct name will unlock (910) SIM.

Figure 10 A-10C is the example of the mobile device screen display transmitting renewal and response to network event automatically to subscriber.With reference to Figure 10 A-10C, illustrate how the above-mentioned software carrying out on the mobile device 100 operating can upgrade an example of the function on phone automatically.As shown in Figure 10 A, the top 1002 of mobile device display 504 shows the title of service provider " Vector Mobile ", but when mobile device roams through network boundary, the software receipt on mobile device is from the message of new network.When mobile device receives registration message from new Internet Service Provider " MarquisCom ", device for voice service is registered, and shows the title of new network, as shown in 1004 of Figure 10 B on new network on top.In addition, phone sets up correct APN (APN) automatically from the optimizing roaming partner of the service provider of subscriber, and subscriber can continue visit data application.In one embodiment, the roaming that can detect in " 611 " calling applied by mobile device, and calls out free code to get in touch with the home calling center of subscriber so that answer service problem call.This allows subscriber or wireless service provider to be avoided additional cost.In addition, phone automatically can provide the local clock time of change phone, add suitable national code etc. to the telephone number in the address book/speed dialing list of mobile device, as illustrated in figure 10 c.Generally, the script that mobile device runs is Sampling network availability and state not only, but also checkout gear setting and configuration, automatically to react to application error.Like this, mobile device can catch subscriber's activity, and creates the function caning be passed through and combine and can compile script with the standardization of setting up context dependent service.

Service provider also can provide the grade of service to the subscriber of difference group.Such as, Figure 11 A, Figure 11 B and Figure 11 C illustrate respectively to the example of the display screen that primary customer, high unit average income (ARPU) client and corporate client provide.For the example of Figure 11 A, service provider can control the experience being supplied to subscriber, to make customer care cost be minimum, gives high Consumer's Experience simultaneously, as described herein.As shown in the top 1102 of the screen of Figure 11 A, Expiration Date, last minute that show user name " Marie Pascal " and associated phone number and her immediate remaining sum, to buy minute terminate, the number of minutes of using and the message number used.Bottom 1104 provides subscriber may wish some the common functions performed, such as terminate now minute quantity, access game or subscriber's feature (such as ring back tone) desired by other, to a series of help options entrance and buy the chance of the product that service provider provides.

Under intermediary service grade (as shown in Figure 11 B), service provider is by providing comprehensive manufacturer to support to strengthen high ARPU subscriber experience for good service access.Callback can arrange from customer service call center, and any service call can be routed automatically to high-quality support group or be routed to the head of any queue.Screen top 1106 illustrates chart, represent and used and the K word joint number of the voice that allow minute, SMS message and data, bottom 1108 then illustrates that this high-quality subscriber accesses the his or her station message recording, automatically speaks, accesses portal service and check the option of the upcoming event of high-quality subscriber to top-tier customer support representative.

By allowing the corporate client customization product that provides and considering that enterprise's application and manufacturer support, Figure 11 C expands to corporate client subscriber experience.Enterprise's special services can with to enterprise's information desk integrated together with provide.As shown in Figure 11 C, top 1110 shows certain enterprise feature be activated, and opens in this example for call forwarding.Middle part 1112 allows corporate subscriber to service configuration data, configured voice option, accesses the list of help or " quick start " theme and access the menu of the commodity/service that will buy.Bottom 1114 provides Email, voice mail and data, services support for corporate subscriber.Therefore, the middle part 1112 of screen is that operator is correlated with, and (such as telling how subscriber realizes voice mail) that bottom 1114 Ze Shi enterprise is relevant.

Data shown in the screen of Figure 11 A-11C can refresh on the whole automatically, therefore do not need Subscriber Call customer care.But if subscriber have called customer care really, then mobile device can be transmitted to call center automatically coherence data, and be connected to coherent group, as high-quality call service, advanced techniques service or billing department.And as mentioned above, initial audio plays notice, makes subscriber feel and makes an immediate response.

Mobile device support as herein described application also allow user in due course between access help instruction, wherein, these instructions are supplied to user automatically, instead of force user to find tediously long help menu every now and then to obtain related subject.Such as when subscriber dials " 911 ", instruction may be useful automatically.When subscriber carries out " 911 " urgent call, the mobile device of subscriber can provide first aid to indicate when detecting and having dialed " 911 ".Mobile device can provide information from trend " 911 " PSAP (public service answering point) call center.Mobile device also can notify that PSAP phone is with camera, and mobile device then can indicate subscriber to send picture or the live video of patient or victim to Medical Technologist, as EMT (EMT).(contrary, mobile device can receive instruction video, to help to describe the suitable emergency treatment implemented victim.)

In addition, system expandable is to other calling of process, as information or " 411 " calling.Here, mobile device can be called out in intercept 411, and provides option to user, the list (band is with or without the relevant information with these number-associateds) of such as previous Request number, visits the option etc. of information via webpage that is conventional or that access recently.

As illustrated in fig. 12, user is via mobile device 100 pictures taken or seizure image.Responsively, phone is capture events then, script edit device is allowed to create based on contextual reaction process, and service alarm is provided, as shown in Figure 12 B, it inquiry user he or she whether wish to send picture to another person, if words, then phone makes user browse one or more additional screen, thus how indicating user performs this operation.Therefore, these users' guidebooks are interactivity and context-sensitive.Promote that subscriber is to the use of these functions via the suggestion on screen, and providing training for during user's most worthy.

Therefore, provide the increase assembly of localized customer support to comprise instruction subscriber and use application on their mobile device or the guidance of function or the use of guide.When on their mobile device, first time starts application to subscriber, mobile device may can detect the use of this first time.Mobile device then can local boot for application or the contextual automatic raining guideline of situation.Guide is used to guide subscriber and operates, and comprises one group of instruction.In addition, mobile device can collect configuration or setting data automatically from subscriber, to provide automation context dependent to instruct and guide in correlation time.As alternative or supplementary, mobile device can from network retrieval training guidance or guide, or the use of automation context dependent raining guideline in an application or service may trigger the automation training in Another application or service.The possibility of result of raining guideline is recorded so that off-line analysis.In addition, be not only providing guide function in first time, mobile device but can the use of monitoring device function, and after section (such as three months) after a predetermined time startup guide function.After the scheduled time, mobile device can suppose that subscriber has forgotten and how to perform expectation function, therefore again provides guide function.

Figure 23 illustrates an example of the context dependent screen of auxiliary subscriber.This context dependent screen can be selected certain function and appears in mobile device display responsive subscriber first time.Such as, subscriber may access button or the function of pictures taken on the mobile device.Context dependent screen can respond this selection and appear on display 504, and it is here start to make subscriber browses to learn new opplication-pictures taken, then store or send the initial training statement 2302 of the step needed for that picture.In addition, context dependent screen can be included as the option list 2304 that subscriber is provided for processing the different options of certain function.

Therefore, phone identifiable design first time uses, and the use in an application, function or service may trigger the training in another for user.As mentioned above, when subscriber starts the application on his or her mobile device first time, interactive training session identifies that this first time uses automatically, and correspondingly starts training session.Little training instructs user to operate, and may collect configuration or setting data and may be supplied to the feedback data of service provider.These users' guidebooks do not need local storage, but may as required by aerial from net distribution, but general guideline can be used for by all application, and is this object and locally to store.Support application monitoring usage behavior on mobile device, and the training sight of users' guidebook is started according to mobile device event.By this kind of users' guidebook of automatic activation, deepened the understanding of subscriber to provided existing application or service, and result can record in the phone and download to network, or close to being sent to network in real time for off-line analysis.More details about suitable user interface option are found in and transfer the assignee identical with the application and submit to it title of (attorney docket 45485-8002) to be the PCT application No._____ of " method for user interface of the client's self-supporting such as on mobile device " simultaneously.

Figure 13 illustrates that run on the mobile device, mutual with call intercept function various application.Subscriber can select the concrete item in browser 1300 or contact application 1302 to start addressable webpage or application (frame 1312).By the calling (frame 1314 and 1316) of the mobile device intercept of subscriber under the call intercept function (frame 1322) that contact application 1302 selects customer support telephone number that the call intercept on device may be caused to apply (frame 1310).Telephone number dialing application 1306 and hardware or software push buttons 1308 also can be used to carry out can by the calling of call intercept function 1322 intercept.In general, intercept application 1310 can from subscriber's receiving dialed number, and determine the number (frame 1318) that stores in the whether matching shift device of Entering Number, if, then intercept calling (frame 1324).If the number (frame 1318) that telephone number does not store in matching shift device, then called out before end (frame 1326) through call center (frame 1320).

Figure 14 illustrates the remote activation that mobile device is applied.Mobile device 100 carries out with the network 1401 that can comprise the mobile voice network 1406 for the treatment of audio call and the mobile data network 1408 for the treatment of data alternately.Mobile voice network 1406 is carried out with call center system 1404 by PSTN (public switch telephone network) 1424 alternately.Mobile data network 1408 is undertaken by internet 1426 and call center system 1404 alternately.Call center comprises the various known tip assemblies that a wherein part is shown, distributes (ACD) and computer telephony interface (CTI) software and Interactive Voice Response (IVR) or analog display services interface IVR comprising automatic call.

Agent call centring system 1428 does not comprise the mobile device of mobile device application by sending internet message (such as SMS, USSD etc.) remote activation via PSTN 1424.Message covers the link of Local or Remote screen, and it can be used to active device.The remote activation of mobile device can basic, the 3rd or agent call centring system on occur.Agent call center 1428 comprises other known tip assemblies showing a wherein part.

Figure 15 A illustrates according to an alternative, further details for the call route selecting system of the customer support based on mobile device.Call route selecting system can comprise the call flow with assemblies such as voice 1501 mobile device 100 and servers 204.The mobile device (frame 1506) that subscriber can adopt the mobile device of mobile device support application (frame 1508) comprising intercept calling or usual employing not to comprise this kind of mobile device support application makes a call (frame 1510).If mobile device does not comprise mobile device application, then agent call centring system 1428 is by sending the self-supporting function on internet message remote activation mobile device.In an alternative embodiment, agent call centring system 1428 can after calling out to customer support call center remote activation self-supporting function, even any required software or help screen are downloaded to mobile device.If mobile device comprises mobile device application, then mobile device determines whether inputted telephone number mates existing customer and support number (frame 1514).If existing customer that the not matching shift device of Entering Number stores support number, then calling is without interruptedly proceeding (frame 1518).If existing customer that the matching shift device that Enters Number stores support number, then this calling of mobile device intercept mobile device application (frame 1516) be redirected on mobile device.

In this alternative of Figure 15, once make a call (frame 1510), can initiate to adopt via agency plant 1428 the audio frequency introduction acted on behalf of IVR (frame 1520) or adopt operator IVR (frame 1522) via call center 1404.(or mobile device can local storing audio files or script calling to call center with imitation or deception.) regardless of any mode, if the problem of subscriber corresponds to special services or feature, then point out subscriber to press the button (such as " X ") (frame 1524) to audibly.If subscriber does not press the button (such as " X "-frame 1526) of the service of corresponding to, then call through IVR path selection system without interruptedly proceeding (frame 1534).If subscriber presses the button (frame 1526) of the service of corresponding to, then call center determines whether mobile device has required self-supporting mobile device application (frame 1528).If mobile device has mobile device application (frame 1530), then mobile device intercept is called out and is redirected to mobile device itself (frame 1532), and provides suitable audio message.

Mobile device application on mobile device also solves this item in this locality for the problem of subscriber usually, as mentioned above.When mobile device application local cannot solve this item, mobile device can rely on the data of automatic network 204 to solve item (frame 1536), thus suitably connects via caller and provide data (frame 1538) to device.When network 204 receives the request to data from Mobile solution device, network can check mobile device to apply the licence (frame 1540) of the visit data had from license database (1542).Network 204 also can determine that whether mobile device is enable (1544) of WAP (WAP (wireless application protocol)).If it is enable that mobile device is WAP, then data can adopt WAP to be sent to mobile device (frame 1546) from network 204.If mobile device is not that WAP is enable, then data can adopt the enable agreement of non-WAP, such as be sent to mobile device via SIM STK (SIM application toolkit-frame 1548) from network.

Figure 15 B illustrates and is used for after the frame 1516 of Figure 15, utilize mobile device to apply local four options providing customer support on the mobile device.In the first option, mobile device prompting subscriber carry out inputting (frame 1550).If the problem of subscriber corresponds to special services or feature, then mobile device can be pointed out subscriber's select button (such as " X ") (frame 1552).If subscriber does not select the button (frame 1554) corresponding to special services or feature, then mobile device can be subscriber and provides the more multi-option carrying out selecting (frame 1556).Subscriber can select certain option (frame 1554), or can complete the calling (frame 1558) to customer support.

If subscriber's selection corresponds to the button (frame 1554) of special services or feature or directly under the second option, then the user interface of mobile device application is activated (frame 1560), to provide self-supporting to user.Under the 3rd option, mobile device application indexing unit or service context, and the user interface (frame 1562) starting mobile device application, the 4th option can be made up of the combination of first, second, and third option simultaneously.The running log of current state and the state of following the tracks of according to device and input that device context can comprise mobile device is supplied to a series of inputs of device.Such as, memory 118 can comprise image stored therein recently, and input journal can to show that mobile device have taken the list of picture and electronic address/number recently accessed on phone.Therefore, mobile device application can utilize this contextual information to carry out estimating user may to attempt sending picture to friend, thus by user interface inquiry user the need of about the instruction how sending picture.Other contextual information can be collected, comprise system data (such as whether having abandoned calling recently).

Figure 16 illustrates the routine being used for providing support from the webserver 204 to mobile device 100 after the frame 1548 of Figure 15.Mobile device 100 can comprise the STK (SIM application toolkit) for driving interface and the exchanges data between mobile device and the webserver 204.STK can respond the request of data of self-moving device application and search for the relevant support page (frame 1610).The relevant support page can be stored in the support page data storehouse 1612 on the webserver 204.The relevant support page can be pushed to mobile device (frame 1614) via SMS, USSD or other method.STK application processor 1604 on mobile device adopts browser to open and supports the page (frame 1620).In addition, additionally to support that the page can adopt STK application processor to open from webserver telereference (frame 1616).The support page from the webserver also can locally store on the mobile device (frame 1618).These support that the page provides data or instruction, as described herein.

Figure 17 A illustrates and is used for after the frame 1546 of Figure 15, adopt WAP (WAP (wireless application protocol)) to push the routine provided support to mobile device 100 from the webserver 204.Mobile device 100 can respond the request of data of self-moving device application and adopt WAP to search for the relevant support page (frame 1610).The relevant support page can be stored in the support page data storehouse 1612 on the webserver 204.The webserver can adopt WAP Push to support that the link push of the page is to mobile device (frame 1702) to relevant.WAP browser on mobile device 1701 can adopt browser to be opened to the link (frame 1620) supporting the page.In addition, to supporting that the additional links of the page can adopt WAP browser to open from webserver telereference (frame 1616) via mobile device.Also may have access to the local page (frame 1618) stored on mobile device.

An alternative of Figure 17 B key diagram 17A, it comprises and sticks into Serial Communication with the SIM (subscriber identity module) on mobile device 100.Here, the webserver 204 can adopt SMS or USSD to support that the link push of the page is to mobile device (frame 1702) to relevant.This link of SIM card process (frame 1706) in mobile device, and the browser (frame 1708) on mobile device can be started.Then, this process can terminate (frame 1710), or proceeds to WAP browser 1701 and be further processed (frame 1616-1620).

In an alternative embodiment, the SIM/USIM (universal subscriber identity module) on mobile device can be used to intercept and redirected customer service support call.Figure 18 illustrates for adopting the CCF of SIM/USIM (universal subscriber identity module) from the routine of mobile device intercept and redirected customer service support call.This alternative adopts 3GPP TS11.14 to comply with the build-in function of (or similar) SIM or USIM to perform Call-Control1, thus is usually rerouted to mobile phone via SMS, supplemental services control string and/or other control command that is Network Based and mobile phone to the calling supported.This considers route calls and does not change handset dialing program.

As shown in figure 18, subscriber's dialing numbers (frame 1801) first on the mobile device.If the number that institute's dialing numbers matching shift device does not store, then calling is without interruptedly proceeding to call center's (frame 1804).If the number that institute's dialing numbers matching shift device stores, then this calling of SIM card intercept on mobile device and adopt SMS, supplemental services control string, control command etc. that is Network Based and mobile device is redirected to mobile device (frame 1802).

In one embodiment, SIM card can send order via SMS to mobile device and support application (frame 1810) to start.In another embodiment, SIM card can send order via USSD (non-unstructured supplementary service data) to mobile device and support application (frame 1812) to start.In yet another embodiment, SIM card can send order to start browser to certain URL (frame 1814) to mobile device.In an alternative embodiment, SIM card can based on SIM browser or application on show support function (frame 1816).In addition, the mobile device with senior SIM function can send order to mobile device and resident support application (frame 1818) to start, or to mobile device send order with starting drive originally support with it apply (1820).

Network service 204 can Automatic inquirying, setting, setting in Save and restore mobile device and SIM card, or perform other function.As an alternative or supplement, mobile device can perform diagnostic script, to collect user, device and network data to device this locality.This kind of script loads by aerial (OTA), and can load like this on any point, or initiates from call center agent desktop computer.Initiated by agency or mobile device, the diagnostic script on phone automatically starts to solve the problem that subscriber runs in advance.In one embodiment, mobile device or call center agent can via script by all information needed of airborne acquisition without the need to inquiring subscriber.

System also can solve mobile phone item and also record the mode of dealing with problems.Internet Service Provider takes the photograph diagnosis before can providing, so that automatic calibration top calling drive arrangements item, thus corrects this kind of problem, and reduces the quantity that subscriber carries out to customer support hot line calling out.

With reference to Figure 19, an example of the device information that computer display display call center agent uses and configuration data is described.When with subscriber talks, agency can from his or her desktop computer by sending diagnostic command to mobile device in the air.Responsively, mobile device retrieval or collection are diagnosed and state information, and are sent back to the computer of agency via network.Like this, agency can correct rapidly about the first item conversed with subscriber, and never requires subscriber to perform tediously long task or by land line callback.Such as, network service 204 without the need to require subscriber to take off them battery to provide mobile device identification data because data will report network service in real time automatically.

Can see from Figure 19, system can show relevant mobile device and possessory details thereof to call center agent on computers automatically.Web-browser or customer service display 1902 comprise options menu 1912, report and history portion 1908 (such as APN list, memory is analyzed, list of application etc.), mobile device owner name, possessory account number and telephone number, MSISDN (travelling carriage integrated services digital network) number, international mobile subscriber identity (IMSI) and such as manufacturer, model, firmware version, the details that sequence number and IMEI (International Mobile Station Equipment Identification symbol) and so on are relevant with phone itself.Other is marked at the historical record, telephone number, SIM etc. of other mobile phone that to show this mobile phone when being selected and associate with subscriber.Figure 19 also represents, system can show the media file counting 1910 of the position, total number of files and size etc. representing dissimilar file (such as photo, audio frequency, video), those files.

Therefore, network service 204 can adopt standard web browser to carry out with report mutual and from web browser to the long-range issue an order of mobile device.Like this, network service 204 or call center agent can the activities of remote monitoring subscriber and mobile device, thus notify subscriber when going wrong instead of when subscriber reports problem.

May the more important thing is, by system, call center agent can initiate the action on mobile device via his or her computer.Such as, as shown in media display section 1910, call center agent can select " selection " button to perform " file is moved to storage card " function, and its allows call center agent file to be moved to mobile memory card in device from the embedding memory mobile device.Other option comprise initiate subscriber local multimedia information transferring service (MMS) guide, photo is moved to online photograph album, display subscriber audio analysis etc.Equally, call center agent can select the suitable button in report/report history part 1908 to visit the list of IP available Network Access Point title, the application analyze and currently make memory-aided mode on the mobile device, listed current loading and/or operation on mobile device, counts and list the content of functional application registration described above to media file type (as shown in part 1910).

By clicking the little image 2402 of the mobile device shown in display 1902, the Computer display pop-up window 2404 of call center agent, wherein show the enlarged image comprising the mobile device of the Current Content of the display of mobile device, as shown in figure 24.Call center agent or Customer Service Representative then can carry out alternately with the image of the mobile device in window 2404, thus the button started with long-range and virtual mode on mobile device, be included in when that device has touch-screen and send touch-screen order to mobile device.This allows the interim control device of call center agent to carry out diagnosing or configuring.

Long-range initiation action or provide teledata example to see Fig. 8 A and Fig. 8 B to mobile device.Another example as shown in figure 20, wherein, mobile device via the active monitoring of suitable script or mobile device application execution device itself so that the change of monitoring network availability and state.Application of installation on subscriber's mobile device can automated watch-keeping facility setting, configuration, network availability and network state.Therefore, mobile device can to network event, respond as roamed into 2.5G type network, and it makes local stores scripts carry out alarm to user.In the example of Figure 20, mobile device has roamed into outside Video service region, and therefore subscriber cannot send or receiver, video.But the script on mobile device provides notice to subscriber, show that audio call, text message and other many lower bandwidth applications still can be used.Mobile device script shows directiveness dialogue 2002 on display 504.When user can be avoided outside coverage may to have attempted transmission or receiver, video to this helpful message of subscriber, the high cost of Support center is called out.Mobile device script also can record and reporting event or mistake.In addition, mobile device application also automatically can reconfigure mobile device while roaming, or can add new network configuration.(those skilled in the art can know, term mobile device " script " and " application " are used alternatingly in this article sometimes.)

The system comprising network service 204 and mobile device 100 can be used for collecting and combined data or tolerance from mobile device.Mobile device activities can be automatically recorded and catch, regularly to report to network service.Collected data can be used to determine which application is used and user accesses their frequency.Collected data can with performance engineering system with the use of, and business intelligence can be collected from abundant device residence data or tolerance.

The collection of this kind of mobile device tolerance defines by Virtual network operator the data that will collect and starts.All mobile device activities can local record or buffer memory on the mobile device, and regularly loopback is to network.This record data can comprise network event and message.The aerial script being supplied to mobile device by Virtual network operator can be measured about what will be collected and adopt what frequency by indicating device.Such as, service provider can be programmed for regularly (such as monthly) mobile device and report the state and functional status thereof of installing executable program to network.API (API) function that the state of executable program can be called via reporting system performs.

By these scripts that mobile device stores, user and network data are locally stored regularly to report, and collect and can meet the secrecy policy of Virtual network operator, are sightless to subscriber simultaneously.Availability database and Reporting Tools can import and use the data regularly reported.This kind of Reporting Tools can be produced as and comprise business intelligence and data warehouse or data mining and the report of formaing.Therefore, this kind of data are easy to strengthen network performance engineering system.In general, be below the list of the part tolerance can collected from mobile device, but other tolerance much is also feasible: owner information, phone settings, IMEI, cell grade, cell grade history, connect time charge percentage, level of sound volume, ring back tone, profile uses history, the quantity of hard reset or history, link man counts, application is installed, network settings, signal strength signal intensity, radio frequency, tower ID, carrier wave ID, access carrier wave ID, base station history, carrier wave ID history, telephone number, voice mail quantity, mobile phone ID, band camera-enabled, SIMID, band audio recording function, screen resolution, the screen color degree of depth, operating system (OS) version, date and time, email configuration, hardware making/model, firmware version, audio playback function, language, memory and used memory percentage, use connection status or connection type, level of sound volume, backlight ON/OFF, sound event, profile, SIM link man, to device power-off, device dormancy, security settings, keypad lock, profile and SIM locking.Can compile script to the access of any one of this data, make Internet Service Provider can judge what mobile device to collect what tolerance from.Service provider also can catch activity (application such as started, network state, cell tower ID), and creates standardization and can compile script function, and they can be tied and create context dependent service combined into user.

Whether the method for the calling of intercept on the mobile device 100 also can be applicable to local inspection subscriber and meets and specially provide product or sales promotion.Figure 21 A to 21F illustrates the method for the whether applicable advertising promotion of local inspection subscriber on the mobile device.The method in Subscriber Call customer support to check they start when whether meeting advertising promotion condition.Mobile device intercept calling is also redirected to mobile device itself.Figure 21 A illustrates three icons (2102,2104 and 2106) mobile device display corresponding to three kinds of different sales promotion.If subscriber selects " NEC 338 " icon 2102, then display can show about the information of sales promotion 2108 and for determining whether subscriber meets the condition of sales promotion 2110 and the link (as illustrated in fig. 21b) for the terms and conditions 2112 of sales promotion.

If subscriber selects " Do I Qualify " option 2110, then this locality is checked whether subscriber meets sales promotion conditions 2114 or inquire about the suitable webserver as required by mobile device, as shown in fig. 21 c.If subscriber meets sales promotion conditions 2116 (as shown in figure 21d), then subscriber can select sign sales promotion 2118 or do not sign sales promotion 2120.If subscriber selects to sign sales promotion 2118, then mobile device prompting subscriber (2122) inputs No. PIN (2124) of subscriber, as shown in figure 21e.If have input correct No. PIN, then mobile device prompting subscriber selects payment options 2126, as shown in Figure 21 F by selecting "Yes" 2130 or "No" 2132.In addition, the link 2128 of terms and conditions is also provided over the display.

Can see, some aspects of the present invention allow wireless service provider that calling support function is transferred to mobile device itself from call center.Wireless service provider can monitor call center's activity, and identifies those subscribers inquiry of call center's time of current consumption maximum, and this kind of calling is transferred to carries out processing (in suitable) at device itself.As mentioned above, many this kind of customer support call can process on device, such as technical support issue, whether meet the problem, inquiry about charging etc. of sales promotion conditions about subscriber.Therefore, the dynamics such as the link shown in the initial screen on the mobile device on local client's self-supporting screen of storing and function, device or data (such as charge information) change, make the client's self-supporting feature on wireless service provider renewal mobile device, to receive those callings of call center's time of current consumption maximum.

Client's self-supporting feature is not limited to mobile device, as mentioned above.This category feature is applicable to any remote-control device, comprises consumer devices, as refrigerator, dishwasher, washer/dryer, baking box etc.For any one of this kind equipment with the computing function connection of the Internet (and/or to), this kind of device can local storage information, and provide above-mentioned functions with process the customer inquiries that previously processed by call center or by client via another device, as client computer the website accessed.

Therefore, in an alternative embodiment, mobile device can adopt bluetooth or other wireless protocol link to communicate with housed device.Such as, the Bluetooth link between refrigerator and mobile device can allow mobile device automatically to detect the decline of the temperature of refrigerator.When automatically detecting, mobile device can warn user about the decline of temperature.Adopt mobile device as interface, user originally can find at mobile device the information solving temperature decline with it, from web download information, or can call out the customer support center of concrete equipment.

With reference to Figure 22, the example of an alternative is described, wherein, mobile device 100 communicates with 2206 with multiple remote-control device 2202,2204.Remote-control device 2202 and 2204 respectively comprises and such as carries out via Bluetooth link, IEEE 802.11 or other short-range wireless link and mobile device 100 radio receiving-transmitting unit 2208 that communicates.Mobile device can select the wired connection port 2210 be coupled to physically to communicate with remote-control device 2206 according to subscriber via mobile device.(also represent in addition, remote-control device 2202 is included in the wired connection of network 206.) therefore, mobile device may be the Center Communication Unit in subscriber household or other position, wherein, mobile device is from remote-control device receiving alarm, instruction or step is provided to subscriber, allow subscriber to inquire about the state of remote-control device, allow subscriber to send order or operating remote device etc. to remote-control device.Although the foregoing describe local wireless, mobile device may connect remote inquiry via other and control remote-control device, such as via network 206 to control remote-control device 2202, or via comparatively long range wireless link, as WAN, satellite link etc.

As mentioned above, can to comprise client's self-supporting as herein described functional for each remote-control device.In addition, because some remote-control devices may lack enough display screens or other user interface, therefore, remote-control device can communicate with mobile device, makes mobile device carry out work as the more healthy and stronger user interface of that remote-control device.Therefore, by mobile device, client can receive instruction screen from equipment, and provides order to that equipment.

Unless the context clearly requires otherwise, in whole specification and claims, word " comprises ", " comprising " etc. will understand with the meaning be included, contrary with exclusive or exhaustive meaning, that is, the meaning of " including but not limited to " is understood.Term as used herein " connection ", " coupling " or their any variant represent any connection direct or indirect between two or more elements or coupling; The coupling of the connection between element may be physics, logic or their combination.In addition, word " here ", " more than ", the word of " below " and similar import represents any concrete part of the application instead of the application generally when using in this application.When context is permitted, in above detailed description, adopt the word of odd number or plural number also can comprise plural number or odd number respectively.About two or more list word " or " contain following whole explanation of word: any one of the item in list, all items in list, and any combination of item in list.

The above detailed description of embodiments of the invention is not exhaustive or the present invention is restricted to above disclosed precise forms.Describe specific embodiments of the invention and example although above in order to illustration purpose, those skilled in the relevant art can know, various equivalent modifications is feasible within the scope of the invention.Such as, although to provide process or frame to definite sequence, alternative can perform the routine with step, or adopt and there is the system of block, according to different order, and some processes or frame can deleted, mobile, add, segmentation, combination and/or revise.These processes or each of frame realize by various different modes.In addition, perform successively although process or frame are expressed as sometimes, these processes or frame also can executed in parallel, or can perform at different time.

In addition, mobile device can adopt the above those outside the application that stores of other many this locality.Such as, mobile device can comprise its IVR system, and does not adopt the IVR system in call center.Therefore, a series of ivr menu of subscriber browses is to access expected information, and a part wherein can store in the phone.But an option in local IVR may be allow device call to customer support call center.

In another alternative, system can be provided to the link of the webpage that wireless service provider provides, and wherein, these links are to particular webpage, directly solves the needs relevant to the current state of the mobile device of user or problem.When mobile device has Web-browser and arrive the abundant data cube computation of Web server of service provider, so a kind of alternative is effective.Therefore, the call intercept function on mobile device can be provided to the link of related web page, or even that page of automatic access, makes it to user's display (instead of such as show the content of local storage).

Although above-described many embodiments adopt the software (before being supplied to subscriber or during Subscriber Call) that mobile device stores, above-described script and other software may be hard coded in mobile device and (such as be stored in EEPROM, PROM etc.).In addition, may realize above functional without the need to script or other special module.

Theory of the present invention provided herein is applicable to other system, not necessarily above-described system.The element of the above each embodiment and action can be combined to provide other embodiment.

Combine above all patents and application and other list of references by reference, comprise can with list in presenting a paper any one.Some aspects of the present invention where necessary through amendment, to adopt the system of above-described various list of references, function and concept, thus can provide other embodiment of the present invention.

These and other change can be carried out to the present invention according to above detailed description in detail.Although more than describe and describe some embodiment of the present invention in detail, and describe the optimal mode considered, the level of detail no matter above explanation occurs in the body of the email, the present invention implements by many modes.Details based on the back-up system of this locality realizes at it may be significantly different in details, but still contained by invention disclosed herein.As mentioned above, the concrete term used when describing some feature of the present invention or aspect not it should be understood that this term redefines into of the present invention any concrete property, feature or the aspect being restricted to the association of this term in this article.In general, the term used in following claim not should be understood to limit the invention to specific embodiment disclosed in explanation, unless above detailed description part clearly defines these terms.Therefore, actual range of the present invention not only comprises the disclosed embodiments, but also all equivalent way of the enforcement comprised under claim or realization invention.

Although some aspect of the present invention proposes with some claim formats below, the present inventor considers the various aspects of the present invention taking any amount of claim formats.Such as, implement in computer-readable medium although only have one aspect of the present invention to be illustrated as, other side may be implemented equally in computer-readable medium.Therefore, the present inventor adds the right of accessory claim to continue this kind of additional claim forms of other side of the present invention after being retained in and submitting the application to.

Claims (25)

1., in radio telecommunication network, a kind of for providing auxiliary method on a cellular telephone, described method comprises:

Described mobile phone receives user and inputs telephone number, described user inputs the calling that telephone number shows requirement instruction or information;

Determine the concrete telephone number stored in mobile phone described in described telephone number matches;

Call out described in intercept;

Based on known common customer support issues, set up the list of two or more alternative question that described user may experience, described common customer support issues is asked when carrying out the calling of requirement instruction or information;

Start the local application stored on described mobile phone, what the application that wherein said this locality stores provided multiple solution can display list, and each of wherein said multiple solution corresponds to one or more alternative question that the user from the list of two or more alternative question described may experience;

Receive user's input selection of one of the described multiple solution in shown list; And

Respond user's input selection of receiving, at least one providing information can display screen.

2. the method for claim 1, the list of wherein setting up two or more alternative question also comprises checkout gear setting and configuration, automatically to react to application error.

3. the method for claim 1, the list of wherein setting up two or more alternative question also comprises seizure subscriber activity, and creates the function caning be passed through and combine and can compile script with the standardization of setting up context dependent service.

4. the method for claim 1, at least one alternative question in the list of two or more alternative question wherein said relates to retrieving SIM unlocking code, operation mobile phone upgrades, revise the local clock time on described mobile phone, suitable national code is added to the telephone number in the address book of described mobile phone, or carries out account balance inspection/payment.

5. the method for claim 1, is characterized in that, described startup comprises and also starts Web-browser to initiate based on the support session of equipment, and downloads the page with the information relevant to customer support.

6. the method for claim 1, one of wherein said multiple solution comprises indicating user and is used in the camera pictures taken on described mobile device and described picture is sent to the opposing party or stores described picture.

7. the method for claim 1, one of wherein said multiple solution comprises and starts multi-step and instruct, and solves for described user the alternative question that user experiencing.

8. call out to perform a method for local action on described mobile device for intercept, described method comprises:

Store in described mobile device and show the data of mating with call number;

Detect the initiation of the call on described mobile device;

Determine the concrete telephone number that the numbers match of described call stores;

Call described in intercept, and described call is rerouted to described mobile device;

Based on known common customer support issues, the list of two or more alternative question providing user experiencing, described known common customer support issues is asked when carrying out the calling of requirement instruction or information;

The step-by-step procedure of display for solving alternative question described at least one, wherein said step-by-step procedure comprises at least two steps of the call according to described rerouting.

9. method as claimed in claim 8, is characterized in that, describedly determines to comprise the telephone number determining described concrete numbers match support call center, and wherein said call carrys out intercept by support call center or the supercentral software of agent call.

10., for a device for intercept calling on the mobile device, described device comprises:

For storing in described mobile device and showing the parts mated with call number;

For on described mobile device detect institute input telephone number with employing input the parts that telephone number carries out phone call request;

For determining the parts of the concrete telephone number stored in mobile device described in inputted telephone number matches;

For call described in intercept, and described call is rerouted to the parts of described mobile device; And

For starting when the concrete telephone number stored described in described inputted telephone number matches being detected comprise the parts of the described application of the training session of described application when first time start application,

Wherein said training session comprises the multiple solutions corresponded to based on two or more alternative question of known common customer support issues, and wherein said known common customer support issues is asked when carrying out the calling of requirement instruction or information, at least one in described multiple solution is the step-by-step procedure comprising at least two steps.

11. devices as claimed in claim 10, is characterized in that, the described parts for starting comprise for starting Web-browser to initiate to have based on the support session of equipment or download the parts of the page of the information relevant to customer support.

12. devices as claimed in claim 10, wherein alternative question described at least one relates to retrieving SIM unlocking code, runs mobile phone and upgrades, or add suitable national code to the telephone number in the address book of described mobile phone.

13. devices as claimed in claim 10, is characterized in that, the described parts for starting comprise the parts of the step one by one that display allows user perform on the display at described mobile device.

14. devices as claimed in claim 10, it is characterized in that, the described parts for starting also comprise for starting at least one executable module with access or the parts changing the data that described mobile device stores, wherein said executable module transfers to special command, change the setting on described mobile device, the password stored or retrieve in described mobile device or lock code, access or the data changed on the network of service provider or Long-range links network server, or download new software or data to carry out installing, configuring or status checkout.

15. 1 kinds of methods for providing remote-control device auxiliary to the remote-control device being coupled to network, described method comprises:

On described remote-control device, intercept is for auxiliary request;

Local at least one task of execution on the mobile device; And

According to described request and at least one task described, the information automatically in the described remote-control device of amendment, or on the outlying range device of institute, local execution is scheduled and probably solve the predetermined sequence of operations of described request.

16. methods as claimed in claim 15, it is characterized in that, described automatic amendment comprises provides user to drive manual support, takes the photograph support based on before the event in described device, or to the reaction support that specific device state or user action are reacted.

17. methods as claimed in claim 15, it is characterized in that, described automatic amendment comprises for the ad-hoc location in described remote-control device correction local storage, information is reinstalled in described local storage, in described local storage, lastest imformation is installed, or upgrades the instruction in the network of described remote-control device connection.

18. 1 kinds for the portable radio T unit with wireless network switched communication, described device comprises:

Display screen;

At least one input unit;

Radio;

Memory; And

Processor, is coupled to described display screen, input unit, radio and memory,

Wherein said processor be programmed with:

Detect user to use the first time that portable unit is applied;

Automatically data are collected from described portable telecommunication devices;

Input is received from user; And

Respond the described input from described user and automatically start training application, wherein said training application memory in which memory.

19. portable telecommunication devices as claimed in claim 18, is characterized in that, wherein collect data from described portable telecommunication devices and comprise collection portable telecommunication devices configuration data and portable telecommunication devices setting data, and

Wherein said training application comprises relevant to described configuration data or portable telecommunication devices setting data one group and indicates.

20. portable telecommunication devices as claimed in claim 18, is characterized in that, the second training application of the first training application start second portable unit application of the first portable unit application.

21. portable telecommunication devices as claimed in claim 18, is characterized in that, described training application comprises training statement and option list.

22. portable telecommunication devices as claimed in claim 18, it is characterized in that, described processor is also configured to again receive the described input from user, if and since first time receives described input from user, have passed through predetermined amount of time, then respond described input and again automatically start described training and apply.

23. 1 kinds for providing auxiliary method to the user of the mobile device being coupled to network,

Described method comprises:

Catch the daily record of the activity on described mobile device, the daily record of wherein said activity is described mobile device defining context;

Produce multiple standardization and can compile script function, wherein said multiple standardization can compile the function of script through combining to create at least one context dependent service function, described context dependent service function performs in described mobile device this locality, to make the user helping described device according to the current context of described mobile device.

24. 1 kinds for providing auxiliary method to the user of the mobile device being coupled to network, described method comprises:

From described network reception from the user action the state information of described mobile device and described mobile device, the script on wherein said mobile device termly or response provide described state information and user action from the signal of described network reception; And

The state information received to call center agent Computer display and user action.

25. methods as claimed in claim 24, are also included in described calling party computer place and receive input, and respond described input and give an order to change the function of described mobile device or store new data in described mobile device.