WO2005081852A3 - Call intercept methods, such as for customer self-support on a mobile device - Google Patents

Call intercept methods, such as for customer self-support on a mobile device Download PDF

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Publication number
WO2005081852A3
WO2005081852A3 PCT/US2005/005135 US2005005135W WO2005081852A3 WO 2005081852 A3 WO2005081852 A3 WO 2005081852A3 US 2005005135 W US2005005135 W US 2005005135W WO 2005081852 A3 WO2005081852 A3 WO 2005081852A3
Authority
WO
WIPO (PCT)
Prior art keywords
support
mobile device
customer self
call intercept
intercept methods
Prior art date
Application number
PCT/US2005/005135
Other languages
French (fr)
Other versions
WO2005081852A2 (en
Inventor
Brian Roundtree
Keldon Rush
Kevin Allan
Linda Beinikis
Original Assignee
Snapin
Brian Roundtree
Keldon Rush
Kevin Allan
Linda Beinikis
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Snapin, Brian Roundtree, Keldon Rush, Kevin Allan, Linda Beinikis filed Critical Snapin
Priority to CA2556773A priority Critical patent/CA2556773C/en
Priority to KR1020067019347A priority patent/KR101161164B1/en
Priority to EP05713762.2A priority patent/EP1719253B1/en
Priority to JP2006554217A priority patent/JP4246236B2/en
Publication of WO2005081852A2 publication Critical patent/WO2005081852A2/en
Publication of WO2005081852A3 publication Critical patent/WO2005081852A3/en
Priority to IL177542A priority patent/IL177542A/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W8/00—Network data management
    • H04W8/22—Processing or transfer of terminal data, e.g. status or physical capabilities
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/451—Execution arrangements for user interfaces
    • G06F9/454—Multi-language systems; Localisation; Internationalisation
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/455—Emulation; Interpretation; Software simulation, e.g. virtualisation or emulation of application or operating system execution engines
    • G06F9/45504—Abstract machines for programme code execution, e.g. Java virtual machine [JVM], interpreters, emulators
    • G06F9/45508—Runtime interpretation or emulation, e g. emulator loops, bytecode interpretation
    • G06F9/45512—Command shells
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04B—TRANSMISSION
    • H04B1/00—Details of transmission systems, not covered by a single one of groups H04B3/00 - H04B13/00; Details of transmission systems not characterised by the medium used for transmission
    • H04B1/38—Transceivers, i.e. devices in which transmitter and receiver form a structural unit and in which at least one part is used for functions of transmitting and receiving
    • H04B1/40—Circuits
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/04—Protocols specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
    • H04L67/125—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks involving control of end-device applications over a network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
    • H04M1/724—User interfaces specially adapted for cordless or mobile telephones
    • H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
    • H04M1/72445—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality for supporting Internet browser applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
    • H04M1/724—User interfaces specially adapted for cordless or mobile telephones
    • H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
    • H04M1/72406—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality by software upgrading or downloading
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
    • H04M1/724—User interfaces specially adapted for cordless or mobile telephones
    • H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
    • H04M1/72427—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality for supporting games or graphical animations
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
    • H04M1/724—User interfaces specially adapted for cordless or mobile telephones
    • H04M1/72448—User interfaces specially adapted for cordless or mobile telephones with means for adapting the functionality of the device according to specific conditions
    • H04M1/72451—User interfaces specially adapted for cordless or mobile telephones with means for adapting the functionality of the device according to specific conditions according to schedules, e.g. using calendar applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
    • H04M1/724—User interfaces specially adapted for cordless or mobile telephones
    • H04M1/72448—User interfaces specially adapted for cordless or mobile telephones with means for adapting the functionality of the device according to specific conditions
    • H04M1/72457—User interfaces specially adapted for cordless or mobile telephones with means for adapting the functionality of the device according to specific conditions according to geographic location
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2250/00—Details of telephonic subscriber devices
    • H04M2250/56—Details of telephonic subscriber devices including a user help function
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

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.
PCT/US2005/005135 2004-02-20 2005-02-18 Call intercept methods, such as for customer self-support on a mobile device WO2005081852A2 (en)

Priority Applications (5)

Application Number Priority Date Filing Date Title
CA2556773A CA2556773C (en) 2004-02-20 2005-02-18 Call intercept methods, such as for customer self-support on a mobile device
KR1020067019347A KR101161164B1 (en) 2004-02-20 2005-02-18 Call intercept methods, such as for customer self-support on a mobile device
EP05713762.2A EP1719253B1 (en) 2004-02-20 2005-02-18 Call intercept methods, such as for customer self-support on a mobile device
JP2006554217A JP4246236B2 (en) 2004-02-20 2005-02-18 Telephone interception method for customer self-support on mobile devices
IL177542A IL177542A (en) 2004-02-20 2006-08-17 Call intercept methods, such as for customer self-support on a mobile device

Applications Claiming Priority (8)

Application Number Priority Date Filing Date Title
US54668704P 2004-02-20 2004-02-20
US60/546,687 2004-02-20
US59015204P 2004-07-21 2004-07-21
US60/590,152 2004-07-21
US61160704P 2004-09-21 2004-09-21
US60/611,607 2004-09-21
US65214405P 2005-02-11 2005-02-11
US60/652,144 2005-02-11

Publications (2)

Publication Number Publication Date
WO2005081852A2 WO2005081852A2 (en) 2005-09-09
WO2005081852A3 true WO2005081852A3 (en) 2005-12-15

Family

ID=34916518

Family Applications (2)

Application Number Title Priority Date Filing Date
PCT/US2005/005517 WO2005083996A1 (en) 2004-02-20 2005-02-18 User interface methods, such as for customer self-support on a mobile device
PCT/US2005/005135 WO2005081852A2 (en) 2004-02-20 2005-02-18 Call intercept methods, such as for customer self-support on a mobile device

Family Applications Before (1)

Application Number Title Priority Date Filing Date
PCT/US2005/005517 WO2005083996A1 (en) 2004-02-20 2005-02-18 User interface methods, such as for customer self-support on a mobile device

Country Status (7)

Country Link
US (8) US20080280588A1 (en)
EP (4) EP2549659A1 (en)
JP (5) JP4246236B2 (en)
KR (2) KR101161164B1 (en)
CA (2) CA2556773C (en)
IL (2) IL177542A (en)
WO (2) WO2005083996A1 (en)

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