CN1998147A - Call intercept methods, such as for customer self-support on a mobile device - Google Patents

Abstract

A method for intercepting calls from a remote or mobile device (100) for customer self-support detects when users or subscribers dial one or more predetermined numbers. If the number corresponds to one of the predetermined numbers (such as a customer support number), the phone may intercept the call and display a list of potential solutions to the subscriber's problems. Various other features and embodiments art disclosed.

Description

The call intercept methods that for example is used for the client's self-supporting on the mobile device

The cross reference of related application

[0001] the application requires the U.S. Provisional Patent Application No.60/546687 of the title of submission on February 20th, 2004 for " call intercept methods and the method that is used for the navigation data screen that are used for client's self-supporting ", the title that on July 21st, 2004 submitted to is the U.S. Provisional Patent Application No.60/590152 of " mobile device is auxiliary; the call intercept device of mobile device management and mobile device ", the title that on September 21st, 2004 submitted to is that the U.S. Provisional Patent Application No.60/611607 of " safe mobile device software operation; the help support maintenance initiation of mobile device and the intelligent network selection of configuration of mobile device " and the title of submission on February 11st, 2005 are the rights and interests of the U.S. Provisional Patent Application No.______ (attorney docket 41658.8001) of " call intercept methods that for example is used for the client's self-supporting on the mobile device ".

Background technology

[0002] being used to handle the method that client's self-supporting calls out at present often requires to the calling of call center and from the network retrieval data.For example, the subscriber may dial the customer support number from its mobile device, as " 611 " or " 133 ".In case the subscriber dials the customer support number, automated system may be replied this calling and be provided options menu for the subscriber.The subscriber is by pressing the button on the mobile device or selecting option by speech recognition software from menu.In case the subscriber comes request msg by selecting certain option, automated system is from the network retrieval data, and gives the subscriber data passes by mobile device.Perhaps, the third party uses, can independently offer mobile device to content from network via SMS (Short Message Service) or WAP (WAP (wireless application protocol)) propelling movement as PocketThis.

[0003] problem is related with the current realization of client's self-supporting of mobile device.Existing system relies on and utilizes external network to provide data to the subscriber.External network is used for client's self-supporting may consume massive band width, makes network congestion, and slower customer response time is provided, and the increase cost that causes mobile device operator.In addition, the use with automated system of a plurality of options may cause calling cost that longer Call Waiting time, mobile operator and client increase and lose the client because of the longer Call Waiting time.

Description of drawings

[0004] Fig. 1 is a schematic diagram, and the mobile device that can realize call intercept methods and client's self-supporting therein is described.

[0005] Fig. 2 is a schematic diagram, and the system architecture that is used to realize call intercept methods and client's self-supporting is described.

[0006] Fig. 3 is a schematic diagram, and the system architecture of the mobile device that is used for network-based services and Fig. 2 is described.

[0007] Fig. 4 is a schematic diagram, and the architecture of the mobile device that is used for Fig. 1 is described.

[0008] Fig. 5 is a sketch, and the demonstration on the mobile device that is used for this locality and provides customer support is described.

[0009] Fig. 6 A is a flow chart, and the basic routine that is used for intercept and redirected customer service support call on mobile device is described.

[0010] Fig. 6 B is a flow chart, and the detailed routine that is used for intercept and redirected customer service support call on mobile device is described.

[0011] Fig. 7 is a flow chart, and the routine that is used for being connected at it customer support call center intercept afterwards and redirected call is described.

[0012] Fig. 8 A is a flow chart, and the software routines that is used to carry out call intercept methods is described.

[0013] Fig. 8 B is a flow chart, illustrates to be used for notifying the routine of customer support with the callback subscriber during big call volume.

[0014] Fig. 8 C is a flow chart, and the routine of the solution that is used for the access customer support issue is described.

[0015] Fig. 8 D is a flow chart, and the routine that is used to change the display element on the mobile device is described.

[0016] Fig. 9 is a sketch, and the routine of SIM (subscriber identity module) release that is used on the mobile device is described.

[0017] Figure 10 A to 10C explanation mobile device is used the roaming on the mobile device that can how to detect automatically with correct subscriber.

[0018] three of Figure 11 A to 11C explanation subscriber on the same group three different grades of service not.

[0019] Figure 12 A and 12B explanation is auxiliary according to the context dependent of incident.

[0020] Figure 13 is a flow chart, illustrate on mobile device, move, with the mutual various application of call intercept function.

[0021] Figure 14 is a schematic diagram, and the remote activation that mobile device is used is described.

[0022] Figure 15 A is a flow chart, and the call route selecting system that is used for based on the customer support of mobile device is described.

[0023] Figure 15 B is a flow chart, illustrates to be used to utilize mobile device to be applied in the local variety of option that customer support is provided on the mobile device.

[0024] Figure 16 is a flow chart, and the routine that is used for Data transmission between network and mobile device is described.

[0025] Figure 17 A is a flow chart, illustrates to be used for utilizing between network and mobile device WAP (WAP (wireless application protocol)) to push the routine of Data transmission.

[0026] Figure 17 B is a flow chart, and the routine that is used for coming via SIM (subscriber identity module) card Data transmission between network and mobile device is described.

[0027] Figure 18 is a flow chart, illustrates to be used to adopt the routine of the CCF of SIM/USIM (universal subscriber identity module) from mobile device intercept and redirected customer service support call.

[0028] Figure 19 is a sketch, and the demonstration that is used for the remote monitoring data relevant with subscriber's mobile device with collection is described.

[0029] Figure 20 is the mobile device display screen, illustrate to subscriber's related network change before take the photograph notification message.

[0030] Figure 21 A to 21F explanation is used for the method whether on mobile device local check subscriber is fit to advertising promotion.

[0031] Figure 22 is a block diagram, and wherein mobile device and an alternative communicating of remote-control device are described.

[0032] Figure 23 is a sketch, and the context dependent screen of assisted user is described.

[0033] Figure 24 is a sketch, and the demonstration that is used for the remote monitoring data relevant with subscriber's mobile device with collection is described.

[0034] title provided herein is for convenience's sake, and not necessarily influences scope of invention or the implication that requires its rights and interests.

[0035] in the drawings, for ease of understanding with conveniently, identical reference number and abbreviation sign have same or similar functional element or action.In order to be easy to identify the argumentation of any concrete element or action, the highest significant position in the reference number represents at first to introduce the accompanying drawing number (for example, element 1104 at first is introduced into and discusses about Figure 11) of that element.

[0036] this disclosed part comprises the data of having carried out copyright statement.The copyright owner does not oppose anyone facsimile copy patent document or patent disclosure (comprising accompanying drawing), because it appears in patent and trademark office patent file or the record, but the copyright owner still keeps the rights and interests of other all copyrights.

Embodiment

[0037] will the present invention be described at each embodiment now.Below describe detail is provided, so that thoroughly understand and can describe these embodiment of the present invention.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 influence understanding the description of embodiments of the invention.

[0038] term that uses in the description that provides below will be understood in the suitable mode of its broad sense, even it is used in combination with the detailed description of some embodiments of the invention.Below in addition may emphasize some term; But, will describe the same open definition particularly of part in detail at this with any term that any limited manner is explained.

[0039] disclose be used for calling out from the local intercept of mobile device so as enhancement service to be provided, as the method for client's self-supporting.The subscriber may dial one or more predetermined numbers on its mobile device separately.Software on the mobile device determines that whether number is corresponding to one of predetermined number (for example customer support number).When dialing, after call through, when calling out maintenance, or the like, but the phone intercept is called out.If the numbers match of dialing is corresponding to certain number of for example customer support services number, then mobile device interrupts the calling of trial, and demonstration is for the tabulation of the possible solution of the problem of the subscriber on the mobile device.Tabulation this locality of possible solution is stored in the mobile device itself rather than is stored on the network.Each solution may be the combination of subscriber step-by-step procedure, information and the figure that will carry out, a plurality of executable programs of the data on visit and the change phone, visit and change on the bearer network or a plurality of executable programs of the data on the remote internet server, perhaps other.

[0040] Fig. 1 explanation therein can some embodiment according to the present invention realizes the mobile device 100 of call intercept methods and client's self-supporting.Receiver/demodulator 104 receives signal transmitted via antenna 102, and the original signal transmitted of reconstruct.Signal transmitted is sent to the microcontroller of being made up of decoder 108, processor 112 and RAM (random access memory) 114 106.Decoder 108 is conversion of signals significant data, and with other device interface.Decoded data is imported 110 with the subscriber and is sent to processor 112.In addition, mobile device can comprise optional components, for example is 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 (for example thumbprint reader, voice fingerprint identification function etc.) and/or media output device (for example 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 the RAM memory 118.

[0041] Fig. 2 explanation is used to realize the system architecture of call intercept methods and client's self-supporting.System architecture comprises three assemblies: based on service 200, mobile device 100 and the network-based services 204 of mobile phone.The argumentation of Fig. 1 and this paper is provided at the concise and to the point general description that wherein can realize suitable telecommunications of the present invention or computing environment.Though do not do requirement, at computer executable instructions, for example describe in the general context by the performed routine of the all-purpose computer such as mobile device, server computer or personal computer of the present invention some aspect.The technical staff in relevant field will appreciate that, the present invention can implement for other communication, data processing or computer system configurations, comprising: internet equipment, hand-held device (comprising PDA(Personal Digital Assistant)), all modes that can wear 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 any and any data processor of above device of expression and system.

[0042] some aspects of the present invention can embody in the one or more dedicated computing device of specifically programming, dispose or be configured to carry out the computer executable instructions that this paper describes in detail or data processor.Some aspects of the present invention also can be implemented in distributed computing environment (DCE), and in these environment, task or module are by carrying out by the teleprocessing device of the link of the communication network such as Local Area Network, wide area network (WAN) or internet.In distributed computing environment (DCE), program module can be arranged in local and remote memory storage apparatus.

[0043] some aspects of the present invention can be stored or be distributed in the computer-readable media, comprising magnetic or light readable computer dish, hardwired or preprogrammed chips (for example EEPROM semiconductor chip), nanometer technology memory, biological memory or other data storage medium.In fact, the computer realization instruction of some aspects of the present invention, data structure, screen display and other data can be distributed in the internet or be distributed in other network (comprising wireless network), are distributed in transmitting signal on the propagation medium (for example electromagnetic wave, sound wave etc.) in certain time period, and perhaps they can provide on any analog or digital network (packet switching, circuit switching or other scheme).The technical staff in relevant field can know, several portions of the present invention resides in the server computer, corresponding part then reside in client computers, as move or portable unit in, therefore, though described some hardware platform in this article, some aspects of the present invention are equally applicable to the node on the network.In an alternative, mobile device or portable unit can be represented server section, and server then can be represented the client computer part.

[0044] but can comprise executive software, software arrangements, hardware configuration and control and mobile phone operating system interface based on the service 200 of mobile phone.As disclosed herein, but executive software can comprise any software program of being stored via in permanent and temporary transient mobile device that is connected of hardware or wireless connectivity or the association store device without limitation.Mobile device 100 can comprise right discriminating system 208 (for example via SIM), hardware interface 210, reporting system 212, script interface 214, script platform 216, data 218 and script 220.Network-based services 204 can comprise that one or more networks 206, mobile network serve 222, Mobile Network Operator customer service system 224, host information management system 226, more new script 228 and report data 230.The assembly and the network-based services 204 of mobile device 100 will be described below.

[0045] assembly in the mobile device 100 allows device integrated service 200 and network-based services 204 based on mobile phone.Right discriminating system 208 can be realized based on SIM (subscriber identity module) card or independent authentication to satisfy the network requirement of expection safe class.May not require but common the recommendation system's authentication to satisfy network requirement.

[0046] hardware interface 210 can be retrieved the hardware interface elements required with 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, from the connection status of SIM or radio hardware etc.Reporting system 212 can be collected the data that reported by mobile device and it is transmitted to network 206.Reporting system 212 also can be encrypted handset identification information so that the fail safe of increase to be provided.Information can make and have only host information management system 226 just can be decrypted handset identification information through coding.

[0047] script interface 214 is as the standard application DLL (dynamic link library) of customer support services.More particularly, script interface 214 provides the interface between script 220 and various hardware specific and the executable program specific function.Script interface 214 allows single customer service script to be deployed on a plurality of operating systems and the hardware configuration.In addition, script interface 214 comprises the standard A PI (API) of hardware/OS side and script interface.

[0048] script platform 216 can mix and match calls by script interface, and is so that obtain information, change or correction setting and the execution additional function about phone, as described below.All scripts 220 of script platform 216 authentications, operation and renewal, control report upgrade and change, and communicate with host information management system 226, communicate with GUI (graphic user interface), and managing customer investigation and talks.Host information management system 226 can be pushed to script platform 216 to notice via other any network connectivty that USSD (unstructured. supplementary service data), SMS (Short Message Service), IP (Internet Protocol) or mobile device are supported.Script platform 216 can be after the authentication Run Script 220, and can come authentication script 220 to network 206 or to phone.

[0049] assembly in the network-based services 204 allows mobile device 100 and network 206 to communicate and from retrieve data wherein.Network-based services 204 can comprise wired and wireless system.The mobile network serves 222 and can be made up of the one or more systems that comprise charging, CRM (customer relation management), supply etc.In addition, the mobile network serves 222 and can return the data call that is undertaken by mobile device via computer network with standard network protocol (for example IP, DTMF (dual-tone multifrequency), SMS, USSD etc.).

[0050] Mobile Network Operator customer service system 224 also can be made up of the one or more systems relevant with the customer service that comprises charging, CRM, supply etc.Mutual between host information management system 226 control mobile devices and the host customer support system.Host information management system 226 can transmit to mobile device to be upgraded.Mobile device adopts unique mobile phone ID or sequence number and Mobile Directory Number usually.Report data 230 provides storage for the report information of collecting from mobile device.More new script 228 comprises that host customer support system offers the script of mobile device.More new script 228 can be organized at concrete subscriber or subscriber, and can comprise the request of reporting and the client talks and investigates according to host information management system 226 desirable managing and definite form.

[0051] Fig. 3 illustrates the system architecture of network-based services 204 and mobile device 100.Network-based services 204 comprises call center system 304, device data 306, subscriber's empirical data 308 and supply agency 310.Call center system 304 may be the part of customer care system 326, and device data 306 may be the parts of performance management system 328, and subscriber's empirical data 308 may be the part of business information system(BIS) 330.But call center system 304 telemanagement are set, and can collect data OTA (through aerial) and need not to require the subscriber to allow from mobile device 100.Call center system 304 also can be from mobile device 100 automatic collecting device data (for example mobile phone ID and Mobile Directory Number) 306 and subscriber's empirical data (character of for example customer service problem) 308.Device data 306 and subscriber's empirical data 308 can be integrated in the network-based services or separately and use.

[0052] supply agency 310 is with more new script 228 and report data 230 carry out alternately.Supply agency collects the report data 230 related with installing data 306 and subscriber's empirical data 308 from mobile device 100.The supply agency is also by transmitting the suitable real-time correct subscriber problems of script to mobile device 100.To the transmission of the script of mobile device 100 and from the collection of the data of mobile device 100 can be network trustship or externally.In addition, more new script 228 and report data 306 can be stored in SQL (SQL) database 324.

[0053] mobile device 100 can comprise and presents platform 312 (for example with C++ realize), optional UI (user interface) server 314, client computer 316 and script interface 214.Client computer 316 produces the report that comprises subscriber data, and report is sent to network-based services 204.Client computer 316 receives the script 320 of recoverable subscriber problem from network-based services 204.Script interface 214 allows single script to be carried out by a plurality of operating systems 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.

[0054] Fig. 4 illustrates the architecture of mobile device 100.Presenting platform 312, UI server 314 and script processor 406 handles operator's particular script 400 or relates to wherein.Operator's particular script 400 can comprise with charge information, bill payment, forwarded call, set up relevant scripts such as online photograph album, comprising specific those of wireless service provider (those providers of preferred, users interface for example are provided).This power traction of OS that comprises script database 410 and report database 412 is held up 408 employing OS particular code 402.Script interface 214 adopts mobile phone particular code 404.Mobile phone particular code 404 also can be applicable to SIM414, OS318, specific OEM322 and mobile phone hardware 320.

[0055] Fig. 5 explanation is used for this locality and provides the demonstration 504 on the mobile device 100 of customer support.With reference to Fig. 5 (and other screen display), the call type code or computer demonstration or the webpage that are used to carry out some task as herein described are described.Screen provides the facility that receives the input data, and the form, the menu that for example have the field that will fill are selected, allowed one or more drop-down menus that are selected or clauses and subclauses, button, slide block, the hypertext link in some options or be used to receive other known users interface facility that the user imports.Though at some description of drawings and some mode of having described to user's display message, the technical staff in relevant field can know, can adopt other various alternatives.Term " screen ", " webpage " and " page " generally can be used alternatingly in this article.

[0056] screen can be used as other method of showing description, graphic user interface or describing the information on the computer screen (for example order, link, font, color, layout, size and relative position etc.) and stores, wherein, layout that show at the page and information or content stores are in database.In general, any URLs of the resource on " link " expression marked network, the demonstration that tissue provided that for example has website or node on network is described.This paper general " show and describe " of using be illustrated on the computer screen with above-mentioned form any and such as based on the form of Email or character/code, based on any method of other form automatic display information form (for example being produced vectorial), Flash form or a matrix or the mapping format of algorithm.

[0057] subscriber can be by dialing the customer support number, visiting demonstration 504 on the screen 502 as " 611 ".Show that 504 provide the tabulation 500 of most important item or problem automatically for the subscriber, it may answer common customer support issues.The subscriber can use more multiselect item button 508 rolling downwards in demonstration 504, so that check other item.The subscriber can use selector button 506 to select item from tabulation.Select item to allow mobile device 100 retrieve relevant data from local programmable non-volatile memory 116.

[0058] Fig. 6 A explanation is used for the basic routine of intercept and redirected customer service support call on mobile device.At frame 602, the subscriber dial customer service support number, as " 611 ", so that access customer support call center.Subscriber's mobile device is local determines the number (frame 604) of dialling the number and whether mating in the mobile device to be stored.If numbers match, then mobile device local intercept customer service support call on mobile device, and on mobile device, carry out action (frame 608), be described below.In one embodiment, but mobile device intercept incoming call, and the local institute's memory contents (for example help screen series) that shows, perhaps connect the startup browser to predetermined webpage via network.If number does not match, then mobile device allows to finish the calling (frame 606) to the call center.

[0059] Fig. 6 B explanation is used for the detailed routine 600 of intercept and redirected customer service support call on mobile device 100.At frame 610, the subscriber dials customer service and supports number, so that access customer support call center.Mobile device 100 determines whether subscribers' calling should and be redirected to the mobile device that runs on the mobile device by local intercept and use or be allowed need not to be redirected and proceed (frame 612).Mobile device 100 is determined institute's local number of storing in the matching list of whether dialling the number.If numbers match is then called out by intercept.If subscriber's calling is allowed need not to be redirected and proceeds (frame 614), then the call center determines whether to need to handle more items (frame 616).Handle more items if desired, then the call center is subscriber's calling guide housing 612, so that handle this calling and whether definite calling should be by intercept.If do not need to handle more items, subscriber's end of calling (frame 618) then.

[0060], then calls out with message being routed to the mobile device that the required visit information of mobile device is directed on the mobile device that runs on the subscriber and use (frame 620) if determine that at frame 612 mobile devices 100 subscribers' calling should be by intercept.In one embodiment, mobile device can play sound or show dialogue on display, thereby shows the calling of intercept.Mobile device is used via the network signal technology, is shown that as SMS or USSD handle intercept subscriber's calling signaling message is routed to customer support call center.At frame 628, the signaling message that mobile device 100 receives and handles self-moving device to use.Mobile device also can receive some client's self-supporting data of automatic network.At frame 622, customer support session adopts from mobile device and uses this locality storage data of reception on subscriber's mobile device.Mobile device can adopt various technology to show and respond described customer support item.At frame 624, the local support item that solves the subscriber of mobile device is described below.In an alternative, mobile device from network retrieval data or script so that solve subscriber's support item, (frame 626) as mentioned above.

[0061] in an alternative, whether the calling that the call center determines the subscriber should be by intercept, and correspondingly guiding is called out.The call center can utilize IVRS (interactive speech recognition system) and subscriber to communicate.If the call center determines should intercept not call out, then calling is allowed to proceed so that handle (frame 614) by the call center.If the call center determines calling and should then be called out and be redirected to mobile device again so that carry out this locality processing (frame 620) by intercept.

[0062] the customer support calling can be by intercept, as shown in Figure 6A before being connected to the call center.Customer support is called out also can be by intercept and redirected after the connection that is established to the call center.Fig. 7 explanation is used for the routine of intercept and redirected call after being connected to customer support call center.At frame 701, the subscriber is from his or her mobile device calling customer support call center.Calling is connected to the call center, and mobile device determines whether calling should be by intercept (frame 702).If mobile device is determined should intercept not call out, then call out and be allowed to proceed conventional call center's processing (frame 704).Should then be called out and be redirected or re-route mobile device (frame 706) again by intercept if mobile device is determined calling, therein, mobile device shows the tabulation (frame 708) to the possible solution of subscriber's problem.Therefore, audio call is converted into the action on the mobile device.Rerouting can be by re-routing the call center software of calling out or adopting device to push the agent call center (Figure 14) that inbound calling is reacted and carry out.

[0063] Fig. 8 A to Fig. 8 D explanation is used to carry out the software routines of 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 telephone number that the mobile device local reception is imported, the number of for example customer service support call.Mobile device determines institute Enters Number whether mate existing customer support number (frame 802).This is determined can be by relatively carrying out the tabulation of discerning the customer support number of being stored on Enter Number and the mobile device.If institute Enters Number do not match, then subscriber's calling is proceeded.If the existing numbers stored on the mobile device of the coupling that Enters Number, then mobile device intercept this callings and it is redirected to the process (frame 804) that store this locality on the mobile device.Show that the message that intercept is called out can show on mobile device.Mobile device shows on mobile device the tabulation of the possible solution of subscriber's problem (frame 806), and can show the indication (frame 808) that is used to select possible solution, and is as described herein.

[0064] at this moment Fig. 8 B shows and is used to notify the subroutine of subscriber about big customer support call volume.After subscriber's calling customer support call center, but the stand-by period (frame 810) that subscriber's mobile device approximate calculation and demonstration are connected with Customer Service Representative's voice.In one embodiment, mobile device can come the approximate calculation stand-by period according to the formula of description time.In an alternative, mobile device can utilize from the information of network inquiry and come the approximate calculation stand-by period.Stand-by period can show on mobile device, thereby the dissuasion subscriber finishes calling, and adopts the client's self-supporting on the mobile device functional.In yet another embodiment, the stand-by period may not determined or show to mobile device.

[0065] but mobile device intercept customer support call out, and the prompting subscriber sends message so that at time callback after a while (frame 812) from the trend customer support call center.If the subscriber selects to send message so that in time callback after a while to customer support call center, then subscriber's the request to customer support is placed into formation, so that allow the call center return calling (frame 820) when call volume is permitted.Message can be taked the form of Email, SMS, IP etc.Message can comprise client-related information (for example telephone number, name, possible problem etc.).The subscriber can use mobile device as usual after customer support call center sends message.Mobile device can be followed the tracks of institute's request call, and the subscriber can cancel this request when he or she finds local solution on the mobile device.

[0066] if the 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 (frame 816) on the display that the option that sends message after a while (frame 814) is provided.If the subscriber selects the display element on the display, then message will be sent to the call center with the request callback.

[0067] in one embodiment, but the everything that the mobile device recording user is performed, thereby on mobile device, finish after whole help screens, mobile device can be put into the supercentral zero-waiting formation of customer care to calling, and all keystrokes or out of Memory are offered the customer care representative from mobile device.Like this, the customer care representative will know that operation and subscriber that the subscriber has carried out want help.This can combine with mobile device, and request message is sent at first forward direction customer care center, and then receive be used to visit the zero-waiting formation and initiate the special number of the help in given client maintenance centre, as 36 item sign indicating numbers.

[0068] proceed to Fig. 8 C, begin to be used to visit the subroutine to the solution of customer support item, therein, the subscriber selects the solution (frame 822) to the customer support item on mobile device.If do not need security code to visit solution (frame 824) on the device, then mobile device provides selected solution, and it can realize (frame 832) in device itself.Selected solution can comprise a plurality of executable programs of the data on a plurality of executable programs, network or the remote server of the data on step-by-step procedure or screen, information graphic, video and/or audio montage, the mobile device etc.Provide after the visit of selected solution and realizing selected solution at mobile device, but the device Local or Remote storage information (frame 834) relevant with subscriber's selected solution.

[0069] at frame 824, security code visits selected solution if desired, and then mobile device can point out the subscriber to import security code to visit selected solution (frame 826).If security code is incorrect, then mobile device is with the selected solution of denied access (frame 830).If security code correct (frame 828), then mobile device will provide the visit to selected solution, and can realize this solution (frame 832).Its example is provided at Fig. 9 A and Fig. 9 B below.

[0070] Fig. 8 D explanation now is used to change the subroutine of the display element on the mobile device.If the subscriber selects to change the option (frame 836) that shows outward appearance on mobile device, then mobile device provides to the subscriber and changes the option that shows outward appearance (for example state of the name of an article, shielding layer, a plurality of time zone, mobile device, the state of network etc.-frame 838).This be aid-device a user configured example-many other also be feasible.

[0071] mobile device also can check new or lastest imformation whether can be used for mobile device (frame 840).For example, information can refer to can be from the network download to the mobile device script or other software executable program.If new information can be used, then this information (frame 842) is downloaded and installed to mobile device.If new information is unavailable, then phone receives and handles institute's dialing numbers once more.

[0072] changes demonstration outward appearance on the mobile device and can comprise trade mark is superimposed upon on the wallpaper of mobile device, shows two time zones etc. when mobile device identifies transition to new time zone, be described below.Mobile device can show ticker on screen, it for example shows: " the Custom House Welcome to Custom House customer care: the average latency is five minutes.You can check following screen now and deal with problems quickly or answer a question so that help." mobile device audible feedback or the audio scripts such as the sound of ring of calling out or off-hook also can be provided and provide with ticker in the voice script of the identical information that provided.Then, this can replace actual calling.Can provide similar audio scripts with imitation to the calling of customer support call center or by replying that it carries out.

[0073] example of common customer support calling is retrieving SIM (subscriber identity module) unlocking code.The suitable screen that Fig. 9 A and Fig. 9 B explanation help the SIM on user's release mobile device.The part 900 explanation SIM of Fig. 9 A are locked.Demonstration 504 on the mobile device can point out subscriber's input code with release SIM part (902).If the subscriber shows that he or she has forgotten code (for example providing input to screen portions-904), then mobile device can point out the subscriber to import standby message so that the SIM unlocking code that the mobile device part (906) of Fig. 9 B is upward stored is decrypted.For example, standby message may be for the answer (908) of problem of name that is subscriber's dog at this.By after the input correct option, selecting " release " option, import correct name and will carry out release (910) SIM.

[0074] Figure 10 A-10C is the example that transmits the mobile device screen display of automatic renewal and response to network incident to the subscriber.With reference to Figure 10 A-10C, an example that can how to upgrade the function on the phone at the above-mentioned software of mobile device 100 enterprising line operates automatically is described.Shown in Figure 10 A, the top 1002 of mobile device display 504 shows service provider's title " Vector Mobile ", but when network boundary was passed through in the mobile device roaming, the software on the mobile device received the message of the network of making a fresh start.When mobile device received the Internet Service Provider's that makes a fresh start " MarquisCom " registration message, device was registered for voice service on new network, and shows the title of new network on top, as Figure 10 B 1004 shown in.In addition, phone is set up correct APN (APN) automatically from subscriber's service provider's optimizing roaming partner, and the subscriber can continue the visit data application.In one embodiment, mobile device is used the roaming that can detect in " 611 " calling, and calls out free code and get in touch with subscriber's home calling center so that the calling of answer service problem.This allows subscriber or wireless service provider to be avoided additional cost.In addition, phone can provide local clock time of changing phone automatically, the telephone number in the address book/speed dialing list of mobile device be added suitable national code etc., shown in Figure 10 C.Generally, the script that moves on the mobile device not only detects network availability and state, but also checkout gear is set and configuration, so that react to using mistake automatically.Like this, mobile device can be caught subscriber's activity, and creates the function that can compile script through combination with the standardization of setting up context dependent service.

[0075] service provider also can provide the grade of service on the same group subscriber not.For example, the example of the display screen that respectively primary customer, average income (ARPU) client of high unit and corporate client provided of Figure 11 A, Figure 11 B and Figure 11 C explanation.For the example of Figure 11 A, service provider's may command offers subscriber's experience, so that make the customer care cost for minimum, gives high user experience simultaneously, and is as described herein.Shown in the top 1102 of the screen of Figure 11 A, the Expiration Date, last minute of shown user name " Marie Pascal " and associated phone number and her immediate remaining sum, buying minute finish, employed the number of minutes and employed message number.Bottom 1104 provides the subscriber may wish some common functions of carrying out, the chance of the product that for example finish now minute quantity, visit recreation or other desirable subscriber's feature (for example ring back tone), provides to the entrance and the purchase service provider of a series of help options.

[0076] under intermediary service grade (shown in Figure 11 B), the service provider can experience by providing comprehensive manufacturer to support to strengthen high ARPU subscriber for the good service visit.Callback can be arranged from the customer service calls center, and any service call can be routed automatically to high-quality support group or be routed to the head of any formation.Screen top 1106 instruction sheets, expression has used and the K word joint number of the voice that allow minute, SMS message and data, bottom 1108 then illustrate this high-quality subscriber visit the his or her station message recording, automatically to the top-tier customer support representative in a minute, the option of visiting portal service and checking high-quality subscriber's upcoming incident.

[0077] customize institute's product that provides by the permission corporate client and consider that enterprise uses and manufacturer supports, Figure 11 C expands to corporate client to subscriber's experience.Enterprise's special services can be with the integrated of enterprise's information desk provided.Shown in Figure 11 C, top 1110 shows certain enterprise feature that is activated, and opens for calling transfer in this example.Middle part 1112 allows the subscriber of enterprise that service configuration data, configured voice option, visit are helped or the tabulation of " quick start " theme and the menu of the commodity that visit will be bought.Bottom 1114 provides Email, voice mail and data, services support for the subscriber of enterprise.Therefore, the middle part 1112 of screen is that operator is relevant, and bottom 1114 then is enterprise's relevant (for example telling how the subscriber realizes voice mail).

[0078] data shown in the screen of Figure 11 A-11C can refresh on the whole automatically, therefore do not need subscriber's calling customer to safeguard.But if the subscriber has called out customer care really, then mobile device can be transmitted to the call center to coherence data automatically, and be connected to coherent group, as high-quality call service, advanced techniques service or charging department.And as mentioned above, initial audio plays notice makes the subscriber feel and makes an immediate response.

[0079] mobile device support as herein described use also allow the user in due course between visit help indication, therein, these indications offer the user automatically, rather than force the user to seek tediously long help menu every now and then with the acquisition related subject.For example when the subscriber dialed " 911 ", indication may be useful automatically.When the subscriber carried out " 911 " urgent call, subscriber's mobile device can provide the first aid indication when having dialed " 911 " detecting.Mobile device can provide information from trend " 911 " PSAP (public service answering point) call center.Mobile device also can notify the PSAP phone to have camera, and mobile device then can indicate the subscriber to send patient or victim's picture or live video to the Medical Technologist, as EMT (EMT).(opposite, mobile device can receive instruction video, so that help to describe the suitable emergency treatment that the victim is implemented.)

[0080] in addition, system can expand to and handle other calling, call out as information or " 411 ".Here, but mobile device intercept 411 call out, and provide option to the user, visit the option of information etc. such as the tabulation of previous request number (have or not the relevant information related), via webpage commonly used or visit recently with these numbers.

[0081] shown in Figure 12 A, the user is via mobile device 100 pictures taken or seizure image.In response, phone is capture events then, allow the script keymake to create based on contextual reaction process, and provide service alarm, shown in Figure 12 B, it the inquiry user he or she whether wish to send picture to another person, if words, then phone makes the user browse one or more additional screen, thereby how the indication user carries out this operation.Therefore, these users' guidebooks are interactivity and context-sensitive.Promote the use of subscriber via the suggestion on the screen, and for user's most worthy the time, provide training these functions.

[0082] therefore, provide the increase assembly of localized customer support to comprise that the indication subscriber uses application or the guidance of function or the use of guide on their mobile device.When starting application for the first time on the mobile device of subscriber at them, mobile device may be able to detect this first time and use.Mobile device then can the local contextual automatic raining guideline that starts at application or situation.Guide is used to instruct the subscriber to operate, and comprises one group of indication.In addition, mobile device can be collected configuration automatically or data are set from the subscriber, so that provide the automation context dependent to instruct and guide in correlation time.As alternative or additional, mobile device can be from network retrieval training guidance or guide, perhaps one use or service in the use of automation context dependent raining guideline may trigger automation training in Another application or the service.The possibility of result of raining guideline is recorded so that off-line analysis.In addition, not only for the first time to provide guide function, but mobile device but the use of monitoring device function, and starting guide function afterwards through predetermined amount of time (for example three months).At the fixed time, mobile device can be supposed that the subscriber has forgotten and how carry out expectation function, and therefore guide function is provided once more.

[0083] Figure 23 illustrates an example of auxiliary subscriber's context dependent screen.But this context dependent screen responsive subscriber is selected certain function for the first time and is appeared on the mobile device display.For example, the subscriber may visit button or the function at mobile device photographs picture.The context dependent screen can respond this selection and appear on the display 504, and it here is that the initial training that begins to make the subscriber to browse the new applications-pictures taken of study, stores or send the required step of that picture then states 2302.In addition, the context dependent screen can be included as the option list 2304 that the subscriber is provided for handling the different options of certain function.

[0084] therefore, phone can be discerned for the first time and use, and using in an application, function or service may be triggered training in another as the user.As mentioned above, when the subscriber started application on the his or her mobile device for the first time, the interactive training session was discerned this automatically and is used for the first time, and correspondingly started the training session.Little training guides user is operated, and may collect configuration or data are set and may offer and serve the feedback data that face is provided.These users' guidebooks do not need local storage, but may pass through in the air from net distribution as required, but general guideline can be used for by all application, and are the local storage of this purpose.The monitoring usage behavior is used in support on the mobile device, and starts the training sight of users' guidebook according to the mobile device incident.By activating this class users' guidebook automatically, deepened the subscriber to the existing application that provided or the understanding of service, and the result can be recorded in the phone and download to network, perhaps near being sent to network in real time for off-line analysis.Be found in about more details of appropriate users interface options and transfer the assignee identical and to submit the PCT application No.______ of the title of (attorney docket 45485-8002) with it simultaneously to for " method for user interface that for example is used for the client's self-supporting on the mobile device " with the application.

[0085] Figure 13 explanation on mobile device, move, with the mutual various application of call intercept function.The subscriber can select concrete in the browser 1300 or get in touch with and use 1302 to start addressable webpage or application (frame 1312).Using 1302 from contact selects the customer support telephone numbers may cause using under the call intercept function (frame 1322) of (frame 1310) calling (frame 1314 and 1316) by subscriber's mobile device intercept at the call intercept on the device.Telephone number dialing application 1306 and hardware or software push buttons 1308 also can be used to carry out can be by the calling of call intercept function 1322 intercepts.In general, intercept uses 1310 can be from subscriber's receiving dialed number, and determines the number (frame 1318) that institute Enters Number and whether mates in the mobile device to be stored, if, then intercept calling (frame 1324).The number of being stored in the mobile device if telephone number does not match (frame 1318) is then called out and is being finished (frame 1326) before through call center (frame 1320).

[0086] Figure 14 illustrates the remote activation that mobile device is used.Mobile device 100 carries out with comprising mobile voice network 1406 that is used for conduct voice calls and the network 1401 that is used for the mobile data network 1408 of deal with data alternately.Mobile voice network 1406 carries out with call center system 1404 by PSTN (public switch telephone network) 1424 alternately.Mobile data network 1408 can be undertaken by internet 1426 and call center system 1404 alternately.The call center comprises the various known tip assemblies that a part is shown wherein, comprising call distribution (ACD) and computer telephony interface (CTI) software and Interactive Voice Response (IVR) or analog display services interface IVR automatically.

[0087] agent call centring system 1428 can not comprise the mobile device that mobile device is used by sending internet message (for example SMS, USSD etc.) remote activation via PSTN1424.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 the agent call centring system on take place.Agent call center 1428 comprises other known tip assemblies that shows wherein a part.

[0088] Figure 15 A explanation according to an alternative, be used for further details based on the call route selecting system of the customer support of mobile device.The call route selecting system can comprise have voice 1501, the call flow of assembly such as mobile device 100 and server 204.The subscriber can adopt comprise mobile device support that intercept is called out use the mobile device of (frame 1508) or usually employing do not comprise mobile device (frame 1506) that this class mobile device support is used make a call (frame 1510).Do not use if mobile device does not comprise mobile device, then agent call centring system 1428 can be by sending the self-supporting function on the internet message remote activation mobile device.In an alternative, agent call centring system 1428 can called out remote activation self-supporting function afterwards to customer support call center, even any essential software or help screen are downloaded to mobile device.Use if mobile device comprises mobile device, then mobile device determines whether the telephone number of being imported mates the existing customer and support number (frame 1514).If the existing customer who is stored on the mobile device that do not match of Entering Number supports number, then call out not have and interruptedly proceed (frame 1518).If the existing customer that stored on the mobile device of the coupling that Enters Number support number, then mobile device intercept this calling and it is redirected to mobile device application (frame 1516) on the mobile device.

[0089] in this alternative of Figure 15, in case make a call (frame 1510) can initiate to adopt the audio frequency introduction of acting on behalf of IVR (frame 1520) or adopting operator IVR (frame 1522) via call center 1404 via agency plant 1428.(perhaps, mobile device can local storing audio files or script with imitation or deception calling to the call center.) no matter any mode, if subscriber's problem corresponding to special services or feature, then points out the subscriber to press the button (for example " X ") (frame 1524) in the mode of can listening.If the subscriber does not press the button (for example " X "-frame 1526) corresponding to service, then call out not have interruptedly and proceed (frame 1534) by the IVR path selection system.If the subscriber presses the button (frame 1526) corresponding to service, then the call center determines whether mobile device has required self-supporting mobile device and use (frame 1528).Use (frame 1530) if mobile device has mobile device, then the mobile device intercept is called out and it is redirected to mobile device itself (frame 1532), and suitable audio message is provided.

[0090] mobile device on the mobile device is used usually at also local this item that solves of subscriber's problem, as mentioned above.Use and can't locally solve in the situation of this item at mobile device, mobile device can rely on the data of automatic network 204 to solve item (frame 1536), thereby via suitable connection of caller providing data (frame 1538) to device.When network 204 received requests for data from mobile application apparatus, network can check mobile device to use the licence (frame 1540) that has from the visit data of license database (1542).Network 204 can determine also whether mobile device is (1544) that WAP (WAP (wireless application protocol)) enables.Enable if mobile device is WAP, then data can adopt WAP to be sent to mobile device (frame 1546) from network 204.Do not enable if mobile device is not WAP, then data can adopt agreement that non-WAP enables, for example be sent to mobile device via SIM STK (SIM application toolkit-frame 1548) from network.

[0091] Figure 15 B explanation is used for utilizing after the frame 1516 of Figure 15 mobile device to be applied in local four options that customer support is provided on the mobile device.In first option, mobile device prompting subscriber imports (frame 1550).If subscriber's problem is corresponding to special services or feature, then mobile device can be pointed out subscriber's selector button (for example " X ") (frame 1552).If the subscriber does not have the button (frame 1554) of selection corresponding to special services or feature, then mobile device can be the subscriber the more multiselect item of selecting (frame 1556) is provided.The subscriber can select certain option (frame 1554), perhaps can finish the calling (frame 1558) to customer support.

[0092] if the subscriber selects corresponding to the button (frame 1554) of special services or feature or directly under second option, then the user interface used of mobile device is activated (frame 1560), so that provide self-supporting to the user.Under the 3rd option, mobile device is used indexing unit or service context, and starts the user interface (frame 1562) that mobile device is used, and the 4th option can be made up of the combination of first, second and the 3rd option simultaneously.The device context can comprise the current state of mobile device and a series of inputs that offer device according to the running log of the state followed the tracks of of device and input.For example, memory 118 can comprise the image that is stored in recently wherein, and input journal can to show that mobile device has been taken the tabulation of picture and electronic address/number recently accessed on phone.Whether therefore, mobile device is used and can be utilized this contextual information to come estimating user may attempt sending picture to friend, thereby need about how sending the indication of picture by user interface inquiry user.Can collect other contextual information, comprise system data (for example whether having abandoned calling recently).

[0093] Figure 16 explanation is used for the routine that provides support to mobile device 100 from the webserver 204 after the frame 1548 of Figure 15.Mobile device 100 can comprise the STK (SIM application toolkit) that is used for the exchanges data between driving interface and the mobile device and the webserver 204.STK can respond the request of data of self-moving device application and search for the relevant page (frame 1610) of supporting.The relevant page of supporting 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 the mobile device adopts browser to open and supports the page (frame 1620).In addition, the additional support page can and adopt the STK application processor to open from webserver telereference (frame 1616).The support page from the webserver also can be stored in (frame 1618) on the mobile device in this locality.These support that the page provides data or indication, and are as described herein.

[0094] Figure 17 A explanation is used for adopting after the frame 1546 of Figure 15 WAP (WAP (wireless application protocol)) to push the routine that provides 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 page (frame 1610) of supporting.The relevant page of supporting can be stored in the support page data storehouse 1612 on the webserver 204.The webserver can adopt WAP Push arriving mobile device (frame 1702) to the relevant link push of the page of supporting.1701 of WAP browsers on the mobile device can adopt browser to be opened to the link (frame 1620) of supporting the page.In addition, can be to the additional links of supporting the page via mobile device from webserver telereference (frame 1616) and adopt the WAP browser to open.The page (frame 1618) of local storage on the also addressable mobile device.

[0095] alternative of Figure 17 B key diagram 17A, it comprise with mobile device 100 on SIM (subscriber identity module) stick into row communication.Here, the webserver 204 can adopt SMS or USSD arriving mobile device (frame 1702) to the relevant link push of the page of supporting.SIM card in the mobile device is handled this link (frame 1706), and can start the browser (frame 1708) on the mobile device.Then, this process can finish (frame 1710), perhaps proceeds to WAP browser 1701 and further handles (frame 1616-1620).

[0096] in an alternative, the SIM/USIM on the mobile device (universal subscriber identity module) can be used to intercept and redirected customer service support call.Figure 18 explanation is used to adopt the routine of the CCF of SIM/USIM (universal subscriber identity module) from mobile device intercept and redirected customer service support call.The build-in function that this alternative adopts 3GPP TS11.14 to comply with (or similar) SIM or USIM is carried out and is called out control, thereby via SMS, supplemental services control string and/or other control command Network Based and mobile phone the calling to support is usually re-routed mobile phone.This considers the Route Selection calling and does not change the handset dialing program.

[0097] as shown in figure 18, subscriber's dialing numbers (frame 1801) on mobile device at first.The number of being stored on the mobile device if institute's dialing numbers does not match is then called out nothing and is interruptedly proceeded to call center's (frame 1804).If the number of being stored on the institute dialing numbers coupling mobile device, then the control command of SIM card intercept this calling on the mobile device and employing SMS, supplemental services control string, Network Based and mobile device etc. is redirected to mobile device (frame 1802) with it.

[0098] in one embodiment, SIM card can send order to mobile device via SMS and support to use (frame 1810) to start.In another embodiment, SIM card can send order to mobile device via USSD (not structuring supplementary service data) and support to use (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, SIM card can be based on the browser of SIM or use and show support function (frame 1816).In addition, the mobile device with senior SIM function can send order to start resident support to use (frame 1818) to mobile device, perhaps sends order with originally on one's body support application (1820) of starting drive to mobile device.

[0099] setting on mobile device and the SIM card can be inquired about, is provided with, preserves and is recovered to network-based services 204 automatically, perhaps carries out other function.As an alternative or supplement, mobile device can be to installing the local diagnostic script of carrying out, so that collect user, device and network data.This class script can load by aerial (OTA), and can load like this on any point, perhaps initiates from call center agent desktop computer.Initiate by agency or mobile device, the diagnostic script on the phone automatically begins in advance to solve the problem that the subscriber runs into.In one embodiment, mobile device or call center agent can need not to inquire the subscriber by all information needed of airborne acquisition via script.

[00100] system also can solve the mobile phone item and write down the mode of dealing with problems.The Internet Service Provider takes the photograph diagnosis before can providing, so that from the top calling drive arrangements of dynamic(al) correction item, thereby proofreaies and correct this class problem, and reduces the quantity that the subscriber calls out to the customer support hot line.

[00101], an example of employed device information of computer display show Calls core agent and configuration data is described with reference to Figure 19.When conversing with the subscriber, the agency can be from his or her desktop computer by sending diagnostic command to mobile device in the air.In response, mobile device retrieval or collection are diagnosed and state information, and via network it are sent back to agency's computer.Like this, the agency can proofread and correct rapidly about with the item of subscriber's first conversation, and from not requiring that the subscriber carries out tediously long task or by the land line callback.For example, network-based services 204 need not to require battery that the subscriber takes off them so that the mobile device identification data to be provided, because data will report network-based services in real time automatically.

Can see from Figure 19 that [00102] system can show relevant mobile device and possessory details thereof to call center agent on computers automatically.Web-browser or customer service show that 1902 comprise options menu 1912, (for example APN tabulation of report and history portion 1908, 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, sequence number and IMEI (International Mobile Station Equipment Identification symbol) and so on the details relevant with phone itself.Other is marked at the historical record that shows this mobile phone and other mobile phone related with the subscriber when being selected, telephone number, SIM etc.Figure 19 represents that also system can show the media file counting 1910 of position, total number of files and the size etc. of the dissimilar file (for example photo, audio frequency, video) of expression, those files.

[00103] therefore, network-based services 204 can adopt the standard Web-browser to come to carry out mutual with report and from web browser to the long-range issue an order of mobile device.Like this, but the activity of network-based services 204 or call center agent remote monitoring subscriber and mobile device, thus when going wrong rather than when the subscriber reports problem, notify the subscriber.

May the more important thing is that [00104] by system, call center agent can be via the action on the his or her computer initiation mobile device.For example, shown in medium display part 1910, call center agent can select " selection " button to carry out " file is moved to storage card " function, and its allows call center agent that the embedding memory of file from mobile device moved to mobile memory card the device.Other option comprises local Multimedia Message passing service (MMS) guide of initiating the subscriber, photo is moved to online photograph album, demonstration subscriber audio analysis etc.Equally, call center agent can select to report/report that the suitable button in the history portion 1908 visits the tabulation of IP available Network Access Point title, analyzes currently make memory-aided mode on the mobile device, list the application of current loading on the mobile device and/or operation, media file type (shown in part 1910) counted and listed the content of functional as mentioned above application registration.

[00105] by clicking the little image 2402 of the mobile device shown in the display 1902, the computer of call center agent shows pop-up window 2404, wherein shows the enlarged image of mobile device of the current content of the demonstration that comprises mobile device, as shown in figure 24.Call center agent or Customer Service Representative then can carry out alternately with the image of mobile device in the window 2404, thereby, be included in that device and send the touch-screen order to mobile device when having touch-screen with the button on the long-range and virtual mode starting mobile device.This allows the interim control device of call center agent so that diagnose or dispose.

[00106] long-range initiation is moved or is provided an example of teledata to see Fig. 8 A and Fig. 8 B to mobile device.Another example as shown in figure 20, therein, mobile device is via the active monitoring of suitable script or mobile device application execution device itself, so that the variation of monitoring network availability and state.But the device on subscriber's mobile device is used automated watch-keeping facility setting, configuration, network availability and network state.Therefore, mobile device can be to network event, respond as roaming into the 2.5G type network, and it makes local stores scripts alarm the user.In the example of Figure 20, mobile device has roamed into outside the Video service zone, so the subscriber can't send or receiver, video.But the script on the mobile device provides notice to the subscriber, shows that audio call, text message and other many lower bandwidth applications are still available.The mobile device script shows directiveness dialogue 2002 on display 504.Give subscriber's this helpful message can avoid the user may outside the coverage, attempt sending or during receiver, video to supporting the expensive calling at center.The mobile device script also can record and reporting event or mistake.In addition, mobile device is used also can reconfigure mobile device automatically in roaming, perhaps can add new network configuration.(those skilled in the art can know that term mobile device " script " and " application " are used alternatingly in this article sometimes.)

[00107] system that comprises network-based services 204 and mobile device 100 can be used for from mobile device collection and combined data or tolerance.Mobile device activities can be write down automatically and be caught, so that regularly report to network-based services.Collected data can be used to determine which application is used and their frequency of user capture.Collected data can be used with the performance engineering system, and can collect business intelligence from resident data of abundant device or tolerance.

[00108] data that will collect by the Virtual network operator definition of the collection of this class mobile device tolerance begin.All mobile device activities can be on mobile device local record or buffer memory, and network is given in loopback regularly.This record data can comprise network event and message.But the aerial script indicating device that is offered mobile device by Virtual network operator is about collecting any tolerance and adopting what frequency.For example, the service provider can be programmed for regularly (for example every month) to mobile device and report state and the functional status thereof that executable program is installed to network.The state of executable program can be carried out via API (API) function that reporting system is called.

[00109] these scripts by being stored on the mobile device, user and network data are locally stored so that regularly report, and collect the secrecy policy that can meet Virtual network operator, are sightless to the subscriber simultaneously.Availability database and Reporting Tools can import and use the data that regularly report.These class Reporting Tools can be produced as and comprise business intelligence and data warehouse or data mining and formative report.Therefore, these class data are easy to strengthen the network performance engineering system.In general, it below be the tabulation of the part tolerance that can collect from mobile device, but a lot of other tolerance also is feasible: owner information, phone settings, IMEI, cell grade, cell grade history, connected time charge percentage, level of sound volume, ring back tone, profile is used historical, the quantity of hard reset or history, link man's counting, application has been installed, network settings, signal strength signal intensity, radio frequency, tower ID, carrier wave ID, visit carrier wave ID, base station history, carrier wave ID history, telephone number, voice mail quantity, mobile phone ID, the band camera-enabled, SIM ID, 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, the audio playback function, language, memory and used memory percentage, the connection status of using or connection type, level of sound volume, ON/OFF backlight, sound event, profile, the SIM link man, to the device outage, the device dormancy, security settings, keypad lock, profile and SIM locking.But any the visit compile script to this data makes what tolerance Internet Service Provider's decidable collects from what mobile device.The service provider also can seizure activity (application that has for example started, network state, cell tower ID), and creating a standardization can compile script function, they can in conjunction with and be that the user creates context dependent service.

[00110] being used for method that on mobile device 100 intercept calls out also can be applicable to local check subscriber whether special provide product or sales promotion is provided.Figure 21 A to 21F explanation is used for the method whether on mobile device local check subscriber is fit to advertising promotion.This method begins to check whether they meet under the situation of advertising promotion condition in the support of subscriber's calling customer.The mobile device intercept is called out and it is redirected to mobile device itself.On Figure 21 A explanation mobile device display corresponding to three icons (2102,2104 and 2106) of three kinds of different sales promotion.If the subscriber selects " NEC338 " icon 2102, then display can show the information of relevant sales promotion 2108 and for determining whether the subscriber meets the condition of sales promotion 2110 and for the link (shown in Figure 21 B) of the terms and conditions 2112 of sales promotion.

[00111] if the subscriber selects " Do I Qualify " option 2110, then mobile device checks with this locality whether the subscriber meets sales promotion conditions 2114 or inquire about the suitable webserver as required, shown in Figure 21 C.If the subscriber meets sales promotion conditions 2116 (shown in Figure 21 D), then the subscriber can select to sign sales promotion 2118 or not sign sales promotion 2120.If the subscriber selects to sign sales promotion 2118, then mobile device prompting subscriber (2122) imports subscriber's PIN number (2124), shown in Figure 21 E.If imported correct PIN number, then mobile device prompting subscriber selects payment options 2126 by selecting "Yes" 2130 or "No" 2132, shown in Figure 21 F.In addition, the link 2128 to terms and conditions also provides on display.

Can see that [00112] some aspects of the present invention allow wireless service provider to transfer to mobile device itself from the call center calling out support function.Wireless service provider can be monitored call center's activity, and those subscribers inquiry that identifies call center's time of current consumption maximum, and this class is called out to transfer at device itself handle (in suitable).As mentioned above, many this class customer supports are called out and can be handled on device, for example technical support issue, whether meet the problem, inquiry about charging etc. of sales promotion conditions about the subscriber.Therefore, link that shows in the initial screen on mobile device on client's self-supporting screen of local storage and function, the device or data (for example charge information) etc. can dynamically change, make wireless service provider upgrade the client's self-supporting feature on the mobile device, so that admit those callings of call center's time of current consumption maximum.

[00113] 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 of this kind equipment with computing function connection of the Internet (and/or to), this class device can local stored information, and the website of above-mentioned functions to handle before client's inquiry of being handled by the call center or to be visited via another device, as client's computer by the client is provided.

[00114] therefore, in an alternative, mobile device can adopt bluetooth or other wireless protocol link and housed device to communicate.For example, the Bluetooth link between refrigerator and the mobile device can allow mobile device to detect the decrease of temperature of refrigerator automatically.When detecting automatically, mobile device can warn the user about decrease of temperature.Adopt mobile device as interface, the user can originally find on one's body to solve the information that temperature descends at mobile device, can perhaps can call out the customer support center of concrete equipment from network download information.

[00115] with reference to Figure 22, the example of an alternative is described, therein, mobile device 100 communicates with a plurality of remote-control devices 2202,2204 and 2206.Remote-control device 2202 and 2204 respectively comprises the radio receiving-transmitting unit 2208 that for example communicates via Bluetooth link, IEEE 802.11 or other short-range wireless link and mobile device 100.Mobile device can be chosen in the wire communication port 2210 that physically is coupled to according to the subscriber via mobile device and communicate with remote-control device 2206.(also expression 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 family or other position, therein, mobile device is from the remote-control device receiving alarm, provide indication or step to the subscriber, allow the subscriber to inquire about the state of remote-control device, allow the subscriber to send order or operation remote-control device etc. to remote-control device.Though more than described local wireless, mobile device may connect remote inquiry and control remote-control device, for example control remote-control device 2202 via network 206, perhaps via than the long-range Radio Link, as WAN, satellite link etc. via other.

[00116] as mentioned above, each remote-control device can comprise that client's self-supporting as herein described is functional.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, but client's slave unit receives instruction screen, and provides order to that equipment.

[00117] unless context explicitly call for, in whole specification and claims, speech " comprises ", " comprising " etc. will understand with the meaning in being included in, and is opposite with exclusive or exhaustive meaning, that is to say, on the meaning of " including but not limited to ", understand.Term as used herein " connection ", " coupling " or their any variant are represented any connection or coupling direct or indirect between two or more elements; The coupling of the connection between the element may be physics, logic or their combination.In addition, speech " here ", " more than ", represent the application rather than the application's any concrete part when the speech of " following " and similar meaning uses in this application generally.Under the situation that context is permitted, adopt the speech of odd number or plural number also can comprise plural number or odd number respectively in more than describing in detail.Contain following whole explanations of speech about two or more the speech " perhaps " of tabulation: any of the item in the tabulation, all in the tabulation, and any combination of the item in the tabulation.

[00118] the above detailed description of embodiments of the invention is not exhaustive or the present invention is restricted to above disclosed precise forms.Though above specific embodiments of the invention and the example described for illustration purpose, those skilled in the relevant art can know that various within the scope of the invention equivalent modifications are feasible.For example, though providing process or frame to definite sequence,, alternative can be carried out the routine with step, perhaps adopt to have the system of piece, according to different order, and some processes or frame can be deleted, mobile, add, segmentation, combination and/or modification.Each of these processes or frame can realize by various different modes.In addition,, process or frame carry out though being expressed as successively sometimes,, but also executed in parallel of these processes or frame perhaps can be carried out at different time.

[00119] in addition, mobile device can adopt application of other the many local storages outside the above those.For example, mobile device can comprise its IVR system, and does not adopt the IVR system in the call center.Therefore, the subscriber browses a series of ivr menus with the visit expected information, and a part wherein can be stored in the phone.But an option among the local IVR may be to allow device call to customer support call center.

[00120] in another alternative, system can be provided to the link of the webpage that wireless service provider provides, and therein, these links are to particular webpage, directly solves needs or the problem relevant with the current state of user's mobile device.When mobile device had Web-browser and connects to the abundant data of service provider's Web server, a kind of like this alternative was effective.Therefore, the call intercept function on the mobile device can be provided to the link of related web page, perhaps even automatically visits that page, makes it show (rather than for example showing local content of storing) to the user.

[00121] though above-described many embodiment adopt saved software on the mobile device (before offering the subscriber or during the subscriber calls out), above-described script and other software may be hard coded in the mobile device and (for example be stored among EEPROM, the PROM etc.).In addition, may need not script or other special module and realize above functional.

[00122] 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 so that other embodiment to be provided.

[00123], comprises and to follow any that list in presenting a paper by reference in conjunction with above all patents and application and other list of references.Some aspects of the present invention can so that adopt system, function and the notion of above-described various lists of references, thereby provide other embodiment of the present invention where necessary through revising.

[00124] can carry out these and other change to the present invention according to above detailed description.Though above description describes some embodiment of the present invention in detail, and describes the optimal mode of being considered, no matter the level of detail that above explanation occurs in text, the present invention can implement by many modes.Realizing at it based on the details of the back-up system of this locality may be significantly different in details, but still is contained by invention disclosed herein.Employed concrete term not should be understood to represent that this term redefines of the present invention any concrete property, feature or the aspect that becomes to be restricted to this term association in this article when as mentioned above, describing some feature of the present invention or aspect.In general, employed term not should be understood to limit the invention to disclosed specific embodiment in the explanation in the following claim, 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 that comprise the enforcement under the claim or realize inventing.

[00125] though some aspect of the present invention proposes with some claim form below, the inventor considers to take the various aspects of the present invention of any amount of claim form.For example, implement though have only one aspect of the present invention to be illustrated as in computer-readable medium,, others may be implemented in computer-readable medium equally.Therefore, the inventor adds the right of accessory claim so that continue this class accessory claim form of others of the present invention after being retained in and submitting the application to.

Claims (37)

1. in radio telecommunication network, a kind of method of on mobile phone, providing auxiliary of being used for, described method comprises:

Show for importing telephone number in reception on the described mobile phone from the indication of the customer support agent in the call center of being coupled to described radio telecommunication network or the requesting users of information;

According to described telephone number before or after described radio telecommunication network is called, determine the concrete telephone number of storing in the described mobile phone of described telephone number matches;

Start on the described mobile phone application of local storage, but wherein said local storage be applied in the concrete telephone number that detects that the telephone number matches imported stores the time display list of native client support function is provided;

The user who receives one of described native client support function in the shown tabulation imports selection; And

The user that response is received imports selection, but at least one display screen of information is provided.

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

3. the method for claim 1 is characterized in that, described startup comprise download message and according to described message to user's display message, wherein said message covers the hypertext link of the webpage related with one of described native client support function.

4. the method for claim 1 is characterized in that, described startup is included on the display of described mobile phone and starts user interface screen, and wherein, described screen comprises the information related with one of described native client support function.

5. one kind is used for providing remote-control device auxiliary method to the remote-control device that is coupled to network, and described method comprises:

Intercept is for auxiliary request on described remote-control device;

Local at least one task of carrying out on mobile device; And

According to described request and described at least one task, revise the information in the described remote-control device automatically, perhaps this locality is carried out scheduled and predetermined sequence of operations that solve described request probably on described remote-control device.

6. method as claimed in claim 5 is characterized in that, described automatic modification comprises provides the user to drive manual support, based on taking the photograph support before the incident in the described device, and the perhaps reaction support that specific device state or user action are reacted.

7. method as claimed in claim 5, it is characterized in that, described automatic modification is included as the ad-hoc location in the described remote-control device correcting local memory, in described local storage, reinstall information, in described local storage, lastest imformation is installed, perhaps upgrades the indication in the network that described remote-control device connects.

8. method as claimed in claim 5 is characterized in that, described method adopts the software module on the described remote-control device to realize.

9. method as claimed in claim 5 is characterized in that, described method adopts the customer designed IC on the described remote-control device to realize.

10. computer-readable medium, its content are carried out at least one telecommunications mobile device to be used for intercept to be called out so that carry out the method for local action on described mobile device, and described method comprises:

Detect the initiation of the call on the described mobile device;

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

The described call of intercept, and described call re-routed described mobile device; And

On described mobile device, carry out local action according to the call of described rerouting.

11. computer-readable medium as claimed in claim 10, it is characterized in that, the described telephone number of determining to comprise definite described concrete numbers match support call center, and described call comes intercept by support call center or the supercentral software of agent call.

12. computer-readable medium as claimed in claim 10 is characterized in that, described determine to comprise determine described concrete numbers match telephone number.

13. computer-readable medium as claimed in claim 10 is characterized in that, described medium comprises removable subscriber identity module.

14. computer-readable medium as claimed in claim 10 is characterized in that, described medium is the memory of described mobile device.

15. computer-readable medium as claimed in claim 10 is characterized in that, described computer-readable medium is the logical node that receives in the computer network of described content.

16. computer-readable medium as claimed in claim 10 is characterized in that, described computer-readable medium is a computer readable diskette.

17. computer-readable medium as claimed in claim 10 is characterized in that, described computer-readable medium is the data transmission media that carries the data-signal that produces that comprises described content.

18. computer-readable medium as claimed in claim 10 is characterized in that, also comprises the data of the cross-correlation of collection and local storage and user and described mobile device, and provides described data to the server computer of telco service provider.

19. one kind is used for the device that intercept is called out on mobile device, described device comprises:

Be used on described mobile device detecting institute's telephone number of importing and for the parts of the request of the call of the employing telephone number of importing;

Be used for determining the parts of the concrete telephone number stored of the described mobile device of the telephone number matches of importing; And

Start when being used for importing telephone number matches stores concrete telephone number and use so that the local parts that client support function is provided detecting.

20. device as claimed in claim 19 is characterized in that, the described parts that are used to start comprise and are used to start the parts that Web-browser has the page of the information relevant with customer support with support session or the download of initiating based on equipment.

21. device as claimed in claim 19 is characterized in that, the described parts that are used to start comprise and are used for download message and according to the parts of described message to user's display message.

22. device as claimed in claim 21 is characterized in that, the described parts that are used to download comprise the parts that are used to download hypertext link.

23. device as claimed in claim 19 is characterized in that, the described parts that are used to start comprise and are used on the display of described mobile device showing and allow the parts of the step one by one that the user carries out.

24. device as claimed in claim 19, it is characterized in that, the described parts that are used to start comprise and are used to start at least one executable module with visit or change the parts of the data of storing on the described mobile device, wherein said executable module is transferred to special command, change the setting on the described mobile device, store or retrieve password or lock code in the described mobile device, visit or change service provider's network or the data on the remote internet server, perhaps download new software or data so as to install, configuration or status checkout.

25. device as claimed in claim 19 is characterized in that, also comprises the parts that are used to carry out the authentication relevant with the operation of described mobile device.

26. a portable radio T unit that is used for the 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 the use first time that the user uses portable unit;

Automatically collect data from described portable telecommunication installation;

Receive input from the user; And

Response starts training automatically from user's described input uses, and wherein said training application memory is in described memory.

27. portable telecommunication installation as claimed in claim 26 is characterized in that, described training is used and is used relevant with described portable unit.

28. portable telecommunication installation as claimed in claim 26 is characterized in that, described training is used and is comprised one group of indication.

29. portable telecommunication installation as claimed in claim 26 is characterized in that, collects data from described portable telecommunication installation and comprises that portable telecommunication installation configuration data of collection and portable telecommunication installation are provided with data.

30. portable telecommunication installation as claimed in claim 26 is characterized in that, second training that the first training application start, second portable unit that first portable unit is used is used is used.

31. portable telecommunication installation as claimed in claim 26 is characterized in that, also comprises: the automatic data accquisition device, biometric reader or the media output device that are coupled to described processor.

32. portable telecommunication installation as claimed in claim 26 is characterized in that, the result that described training is used is recorded so that analyze.

33. portable telecommunication installation as claimed in claim 26 is characterized in that, described training is used and is comprised training statement and option list.

34. portable telecommunication installation as claimed in claim 26, it is characterized in that, described processor also is configured to receive once more the input from the user, if and since the input that receives for the first time from the user, passed through predetermined amount of time, then respond described input and start described training once more automatically and use.

35. one kind is used for providing auxiliary method to the user of the mobile device that is coupled to network, described method comprises:

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

Produce a plurality of standardization and can compile script function, wherein said a plurality of standardization can be compiled script function through making up to create at least one context dependent service function, it is local the execution on described mobile device, so that help the user of described device according to the current context of described mobile device.

36. one kind is used for providing auxiliary method to the user of the mobile device that is coupled to network, described method comprises:

Receive from the state information of described mobile device and the user action on the described mobile device from described network, the script on the wherein said mobile device termly or the signal that receives from described network of response and described state information and user action are provided; And

Show state information and the user action that is received to the call center agent computer.

37. method as claimed in claim 36 is characterized in that, also is included on the described calling party computer to receive input, and responds described input and give an order with the function that changes described mobile device or store new data in described mobile device.

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