U.S. patent application number 10/589593 was filed with the patent office on 2008-11-13 for user interface methods, such as for customer self-support on a mobile device.
Invention is credited to Kevin Allan, Linda Beinikis, Brian Roundtree, Keldon Rush.
Application Number | 20080280588 10/589593 |
Document ID | / |
Family ID | 34916518 |
Filed Date | 2008-11-13 |
United States Patent
Application |
20080280588 |
Kind Code |
A1 |
Roundtree; Brian ; et
al. |
November 13, 2008 |
User Interface Methods, Such as for Customer Self-Support on a
Mobile Device
Abstract
A method for providing a localized, context-sensitive user
interface (100) for mobile devices is presented. The mobile device
may automatically display (120) information received from the
network, and update settings on the device when network status
changes. A user interface for readily accessing common functions
permits efficient navigation on the mobile device. In addition,
help buttons (110) are provided that allow subscribers to access
customer support services without dialing a customer support
number.
Inventors: |
Roundtree; Brian; (Kirkland,
WA) ; Rush; Keldon; (Seattle, WA) ; Allan;
Kevin; (Seattle, WA) ; Beinikis; Linda;
(Seattle, WA) |
Correspondence
Address: |
PERKINS COIE LLP;PATENT-SEA
P.O. BOX 1247
SEATTLE
WA
98111-1247
US
|
Family ID: |
34916518 |
Appl. No.: |
10/589593 |
Filed: |
February 18, 2005 |
PCT Filed: |
February 18, 2005 |
PCT NO: |
PCT/US05/05517 |
371 Date: |
July 25, 2008 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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60546687 |
Feb 20, 2004 |
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60590152 |
Jul 21, 2004 |
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60611607 |
Sep 21, 2004 |
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60652144 |
Feb 11, 2005 |
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Current U.S.
Class: |
455/405 ;
455/418; 455/566; 715/764 |
Current CPC
Class: |
G06F 9/454 20180201;
H04L 67/125 20130101; H04L 67/04 20130101; H04W 8/22 20130101; H04W
4/16 20130101; H04M 1/72427 20210101; H04M 1/72445 20210101; H04M
3/51 20130101; H04M 1/72406 20210101; H04M 1/72451 20210101; H04M
2250/56 20130101; G06F 9/45512 20130101; H04M 3/493 20130101; H04M
1/72457 20210101 |
Class at
Publication: |
455/405 ;
455/566; 455/418; 715/764 |
International
Class: |
H04M 11/00 20060101
H04M011/00; H04M 1/00 20060101 H04M001/00; G06F 3/048 20060101
G06F003/048; H04M 3/00 20060101 H04M003/00 |
Claims
1. A portable wireless telecommunication apparatus for exchanging
communications with a wireless network, the apparatus comprising: a
display screen; at least one input device that includes a four-way
joystick or keypad; a radio; memory; and a processor coupled to the
display screen, input device, radio, and memory, wherein the
processor is programmed to: automatically gather information from
the wireless network; automatically display the gathered
information on the display screen; automatically gather additional
information from the wireless network; automatically update the
display on the display screen with the gathered additional
information without input from a user to request updating of the
display; display multiple icons or commands associated with
functions of at least one application executed on the wireless
telecommunication apparatus, wherein the multiple icons or commands
are displayed in a horizontal row or vertical column on the display
screen; in response to user actuation of the four-way joystick or
keypad and selection, highlight and select one of the multiple
icons or commands; execute the function associated with the
selected one of the multiple icons or commands; and wherein the
wireless telecommunication apparatus includes an input button,
coupled to the processor, for initiating a customer support call or
local help function when the user actuates the input button.
2. The apparatus of claim 1 wherein the four-way joystick or keypad
includes an associated selection button to generate the selection,
wherein the multiple icons or commands are associated with
functions performed by an electronic mail, electronic messaging or
calendaring application executed by the processor, and wherein the
additional information gathered includes at least two of the
following: local and home location current times, name of new
network service provider when accessing a new wireless network,
loss of certain functionality when accessing a new wireless
network, wireless service plan balance, expiration date of a
certain wireless service component, number of wireless service
minutes used, number of wireless service minutes remaining, number
of SMS messages sent, or number of SMS messages permitted or
remaining under the wireless service plan.
3. The apparatus of claim 1, further comprising: an automated data
collection device, a biometric reader, or media output device
coupled to the processor.
4. The apparatus of claim 1 wherein the additional information
gathered includes at least two of the following: local and home
location current times, name of new network service provider when
accessing a new wireless network, loss of certain functionality
when accessing a new wireless network, wireless service plan
balance, expiration date of a certain wireless service component,
number of wireless service minutes used, number of wireless service
minutes remaining, number of SMS messages sent, or number of SMS
messages permitted or remaining under the wireless service
plan.
5. The apparatus of claim 1 wherein the four-way joystick or keypad
includes an associated selection button to generate the selection,
wherein the multiple icons or commands are associated with
functions performed by an electronic mail, electronic messaging,
word processing, spreadsheet, calculator, contacts, or calendaring
application executed by the processor.
6. The apparatus of claim 1 wherein the processor is further
programmed to: display a new screen of data, and automatically
highlight the one of the multiple icons or commands previously
selected, and if a particular one of the multiple icons or commands
is highlighted, then a select button or switch on the four-way
joystick or keypad to be temporarily reconfigured to have an
equivalent function of a center action button of the four-way
joystick or keypad.
7. The apparatus of claim 1 wherein the input button is a dedicated
button on the wireless telecommunication apparatus, or is a
dual-function keypad button that initiates the customer support
call or local help function when the user actuates and holds the
dual-function keypad button.
8. A method for navigating data screens on a mobile device, the
method comprising: displaying a first screen, within a sequence of
screens, containing data and multiple displayed elements for
performing particular functions associated with the displayed
screen; receiving user input to indicate one of the multiple
displayed elements; selecting the one indicated element to perform
a function corresponding with the one indicated element; performing
the function corresponding with the one indicated element; after
performing the function, displaying a next screen within the
sequence of screens; and indicating for selection, within the next
screen, the one element indicated and selected in the first
screen.
9. The method of claim 8 wherein the indicating includes using a
distinctive color to indicate the one element for selection.
10. A computer-readable medium storing a display description for
permitting a mobile device display to provide for navigating and
selecting of multiple functions, the display comprising: a first
screen portion displaying data; and a second screen portion
displaying an action ribbon having multiple elements for performing
particular functions associated with the displayed data, wherein:
receiving navigation commands from at least one input device on the
apparatus permits execution of the navigation commands when a user
navigates to an area within the action ribbon of the second screen
portion, and disabling the navigation commands when a user selects
an area within the first screen portion, but not within the action
ribbon of the second screen portion.
11. The computer-readable medium of claim 10 wherein a particular
intensity of display indicates a selected area within the action
ribbon of the second screen portion, and wherein a selected area
within the action ribbon may execute multiple functions.
12. The computer-readable medium of claim 10 wherein the action
ribbon includes multiple icons each associated with a different
function performed by an electronic mail, electronic messaging,
word processing, spreadsheet, calculator, contacts, or calendaring
application running on the apparatus.
13. The computer-readable medium of claim 10 wherein the second
screen portion is overlaid upon the first screen portion.
14. An apparatus for permitting a user to access customer support
functions associated with wireless telecommunications service or
with operation of a wireless mobile device, the apparatus
comprising: button means on the mobile device for user-selection;
means for receiving user-selection of the button means, the
selection occurring in a particular manner based upon how the
button means functions; and means for displaying, in response to
the user-selection, an indication of customer support functions for
the mobile device and for user-selection for execution on the
mobile device.
15. The apparatus of claim 14 wherein the button means is a special
purpose button on the mobile device.
16. The apparatus of claim 14 wherein the button means includes a
dual purpose special button on the mobile device.
17. The apparatus of claim 14 wherein the button means includes a
dual purpose common button on the mobile device, and wherein the
means for receiving includes means for receiving the user-selection
of the dual purpose common button to initiate the indication of the
customer support functions by detecting pressing and holding of the
dual purpose common button.
18. The apparatus of claim 14 wherein the button means includes a
dual purpose common button on the mobile device.
19. The apparatus of claim 14 wherein the button means includes a
dual purpose common button on the mobile device, and wherein
actuation of the common button launches a menu display that
includes the indication of customer support functions.
20. The apparatus of claim 14 wherein the means for displaying
includes means for displaying, on the mobile device, a menu
identifying customer support functions for the mobile device.
21. A computer-readable medium whose contents cause at least one
telecommunication mobile device to perform a method to provide
automatic network access configuration for the mobile device, the
method comprising: accessing a network using the mobile device;
receiving at the mobile device and from the network a carrier
identification associated with transmission of wireless signals
over the network; looking up access configuration settings for the
network based on the carrier identification, wherein the access
configuration settings are locally stored in a database on the
telecommunication mobile device; and automatically configuring the
telecommunication mobile device for communication over the network
using the locally stored access configuration settings.
22. The computer-readable medium of claim 21 wherein the receiving
includes receiving, associated with the carrier identification, a
country code, a carrier identifier, and a cell-tower
identifier.
23. The computer-readable medium of claim 21 wherein the looking up
includes determining that the local database lacks the access
configuration settings, and accessing form the network new access
configuration settings for storage in the database of the
telecommunication mobile device.
24. The computer-readable medium of claim 21 wherein the
computer-readable medium is a memory of the mobile device.
25. The computer-readable medium of claim 21 wherein the
computer-readable medium is a logical node in a network receiving
the contents.
26. The computer-readable medium of claim 21 wherein the
computer-readable medium is a computer-readable disk.
27. The computer-readable medium of claim 21 wherein the
computer-readable medium is a data transmission medium carrying a
generated data signal containing the contents.
28. A method for automatically displaying information on a mobile
telecommunications device, where the mobile telecommunications
device exchanges communications with a wireless network, and
wherein the wireless network in coupled to a server that has access
to wireless subscriber information, the method comprising:
automatically gathering information from the wireless network,
wherein the information is not, or is in addition to, wireless
signal strength and network status; automatically providing the
gathered information to the mobile telecommunications device so
that the gathered information may be readily perceived by a
wireless subscriber associated with the mobile telecommunications
device; automatically gathering additional information from the
wireless network, wherein the additional information includes
information associated with an account of the wireless subscriber;
and automatically providing the additional information to the
mobile telecommunications device so that the additional information
may be readily perceived by the wireless subscriber without input
from the wireless subscriber requesting the additional
information.
29. The method of claim 28, further comprising receiving input from
the wireless subscriber to call a customer service number before
the automatically gathering of the additional information.
Description
CROSS-REFERENCE TO RELATED APPLICATION(S)
[0001] This application claims the benefit of U.S. Provisional
Patent Application No. 60/546,687, filed Feb. 20, 2004, entitled
CALL INTERCEPT METHODS FOR CUSTOMER SELF SUPPORT AND METHODS FOR
NAVIGATING DATA SCREENS, U.S. Provisional Patent Application No.
60/590,152, filed Jul. 21, 2004, entitled MOBILE DEVICE ASSISTANCE,
MOBILE DEVICE MANAGEMENT, AND CALL INTERCEPTOR FOR MOBILE DEVICES,
U.S. Provisional Patent Application No. 60/611,607, filed Sep. 21,
2004, entitled SECURE MOBILE DEVICE SOFTWARE EXECUTION,
HELP-SUPPORT-CARE INITIATION FOR MOBILE DEVICES, AND SMART NETWORK
CONFIGURATION SELECTION FOR MOBILE DEVICES, and U.S. Provisional
Patent Application ______, filed Feb. 11, 2005, entitled CALL
INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE
DEVICE (attorney docket number 41658.8001).
BACKGROUND
[0002] Current methods for providing technical support to a mobile
device often require a subscriber to diagnose and to correct mobile
device settings, configurations, and preferences on their own. This
often requires a large degree of input from the subscriber and may
decrease efficiency in the time it takes for a user to identify and
to correct technical issues on their mobile device. Subscribers may
be required to contact the network from their mobile device to
retrieve updated mobile device configurations or settings. This may
congest the network and may increase the time it takes to receive
the correct mobile device configurations and settings. In some
instances, the mobile device itself may attempt to provide training
to the subscriber. However, the training may often be presented at
the wrong times and may not necessarily assist the subscriber in
resolving setting and configuration issues. The training may not
prompt the subscriber at appropriate times with training. In
addition, a subscriber attempting to use an application running on
their mobile device for the first time may become frustrated by the
lack of training for first time use.
[0003] Problems also exist with accessing customer support
features. For example, a subscriber may need to dial a customer
support number to access customer support. This often requires that
the subscriber remember certain customer support numbers (e.g.,
"611") and that the subscriber wait for prolonged periods of time
to complete customer support calls. In addition, customer support
solutions may need to be retrieved from a network, congesting the
network and increasing the time it takes to receive customer
support solutions.
[0004] Problems associated with navigating screens on a mobile
device also exist. A subscriber may typically attempt to navigate
screens by using a touch screen. Using a touch screen often
requires a large amount of scrolling and a large number of
keystrokes pressed.
BRIEF DESCRIPTION OF THE DRAWINGS
[0005] FIG. 1 is a schematic diagram illustrating a mobile device
on which call intercept methods, customer self-support, and other
functions can be accessed via various user interfaces.
[0006] FIG. 2 is a schematic diagram illustrating a system
architecture for implementing call intercept methods and customer
self-support.
[0007] FIG. 3 is a flow diagram illustrating a routine for altering
display elements on the mobile device.
[0008] FIG. 4 is a diagram illustrating mobile device screen
features that allow for superimposing branding onto background
images or dynamically layered over the screen during specific
modes, and for displaying multiple time zones.
[0009] FIG. 5A is a diagram illustrating a mobile device screen
feature that allows the mobile device to display a dynamic list of
user interface features.
[0010] FIG. 5B is a diagram illustrating a mobile device screen
feature that allows the mobile device to display a notification
pane in response to certain events.
[0011] FIGS. 6A through 6C illustrate display screens for three
different levels of service for three different groups of
subscribers.
[0012] FIGS. 7A through 7C are display screens that illustrate how
the mobile device application can automatically detect and correct
for roaming on the subscriber's mobile device.
[0013] FIG. 8 is a mobile device display screen illustrating a
proactive notification message to a subscriber regarding network
changes.
[0014] FIG. 9 is a flow diagram illustrating a method for
automatically selecting a network access configuration based on a
connected network ID.
[0015] FIG. 10 is a diagram illustrating a mobile device screen
feature that allows the mobile device to display an action ribbon
for navigating data screens.
[0016] FIG. 11 is a diagram illustrating a mobile handset with a
built-in customer care button.
[0017] The headings provided herein are for convenience only and do
not necessarily affect the scope or meaning of the claimed
invention.
[0018] In the drawings, the same reference numbers and acronyms
identify elements or acts with the same or similar functionality
for ease of understanding and convenience. To easily identify the
discussion of any particular element or act, the most significant
digit or digits in a reference number refer to the Figure number in
which that element is first introduced (e.g., element 604 is first
introduced and discussed with respect to FIG. 6).
[0019] A portion of this disclosure contains material to which a
claim for copyright is made. The copyright owner has no objection
to the facsimile reproduction by anyone of the patent document or
patent disclosure (including the Figures) as it appears in the
Patent and Trademark Office patent file or records, but the
copyright owner reserves all other copyright rights whatsoever.
DETAILED DESCRIPTION
[0020] The invention will now be described with respect to various
embodiments. The following description provides specific details
for a thorough understanding of, and enabling description for,
these embodiments of the invention. However, one skilled in the art
will understand that the invention may be practiced without these
details. In other instances, well-known structures and functions
have not been shown or described in detail to avoid unnecessarily
obscuring the description of the embodiments of the invention.
[0021] It is intended that the terminology used in the description
presented below be interpreted in its broadest reasonable manner,
even though it is being used in conjunction with a detailed
description of certain specific embodiments of the invention.
Certain terms may even be emphasized below; however, any
terminology intended to be interpreted in any restricted manner
will be overtly and specifically defined as such in this Detailed
Description section.
Suitable System
[0022] FIG. 1 illustrates a mobile device 100 on which user
interface methods can be implemented in accordance with several
embodiments of the invention. A receiver/demodulator 104 receives a
transmitted signal via an antenna 102 and reconstructs the original
transmitted signal. The transmitted signal is sent to a
microcontroller 106, which consists of a decoder 108, a processor
112, and RAM (Random Access Memory) 114. The decoder 108 translates
the signals into meaningful data and interfaces to other devices.
Decoded data, along with subscriber inputs 110, are sent to the
processor 112. In addition, the mobile device may include optional
components, such as an automated data collection 120 unit linked to
the processor 112, which can include an automated RFID (Radio
Frequency Identification) tag reader, a magnetic card swipe reader,
a bar code reader, and others. Additionally, or alternatively, the
mobile device may include a biometric reader (e.g., thumbprint
reader, voice fingerprint recognition functionality, etc.), and/or
a media output device (e.g., MP3 player, television tuner/player,
etc.) 120. The mobile device may also include a subscriber identity
module (SIM) 122. The output of the processor 112 can be stored in
a programmable non-volatile memory 116 or in the RAM memory
118.
[0023] FIG. 2 illustrates a system architecture for implementing
call intercept methods and customer self-support, which may be
accessed or enjoyed by user interface methods described below. The
system architecture includes three components: handset-based
services 200, the mobile device 100, and network-based services
204. FIG. 1 and the discussion herein provide a brief, general
description of a suitable telecommunications or computing
environment in which the invention can be implemented. Although not
required, aspects of the invention are described in the general
context of computer-executable instructions, such as routines
executed by a general-purpose computer, e.g., mobile device, a
server computer, or personal computer. Those skilled in the
relevant art will appreciate that the invention can be practiced
with other communications, data processing, or computer system
configurations, including: Internet appliances, hand-held devices
(including personal digital assistants (PDAs)), wearable computers,
all manner of cellular or mobile phones, multi-processor systems,
microprocessor-based or programmable consumer electronics, set-top
boxes, network PCs, mini-computers, mainframe computers, and the
like. Indeed, the terms "computer," "host," and "host computer,"
and "mobile device" and "handset" are generally used
interchangeably herein, and refer to any of the above devices and
systems, as well as any data processor.
[0024] Aspects of the invention can be embodied in a special
purpose computing device or data processor that is specifically
programmed, configured, or constructed to perform one or more of
the computer-executable instructions explained in detail herein.
Aspects of the invention may also be practiced in distributed
computing environments where tasks or modules are performed by
remote processing devices, which are linked through a
communications network, such as a Local Area Network (LAN), Wide
Area Network (WAN), or the Internet. In a distributed computing
environment, program modules may be located in both local and
remote memory storage devices.
[0025] Aspects of the invention may be stored or distributed on
computer-readable media, including magnetically or optically
readable computer discs, hard-wired or preprogrammed chips (e.g.,
EEPROM semiconductor chips), nanotechnology memory, biological
memory, or other data storage media. Indeed, computer implemented
instructions, data structures, screen displays, and other data
under aspects of the invention may be distributed over the Internet
or over other networks (including wireless networks), on a
propagated signal on a propagation medium (e.g., an electromagnetic
wave(s), a sound wave, etc.) over a period of time, or they may be
provided on any analog or digital network (packet switched, circuit
switched, or other scheme). Those skilled in the relevant art will
recognize that portions of the invention reside on a server
computer, while corresponding portions reside on a client computer
such as a mobile or portable device, and thus, while certain
hardware platforms are described herein, aspects of the invention
are equally applicable to nodes on a network.
[0026] The handset-based services 200 may include executable
software, software configurations, hardware configurations and
controls, and handset operating system interfaces. As disclosed
herein, executable software may include, without limitation, any
software program stored on the mobile device or associated memory
device, both permanently and temporarily connected via hardware or
wireless connectivity. The mobile device 100 may include an
authentication system 208 (e.g., via a SIM), a hardware interface
210, a report system 212, a script interface 214, a script platform
216, data 218, and scripts 220. The network-based services 204 may
include a network or networks 206, mobile network services 222, a
mobile network operator customer service system 224, a host
information management system 226, updated scripts 228, and report
data 230. The components of the mobile device 100 and the
network-based services 204 will be described below.
[0027] The components within the mobile device 100 allow the device
to integrate both handset-based services 200 and network-based
services 204. The authentication system 208 can implement SIM
(Subscriber Identity Module) card-based or standalone
authentication to meet network requirements for desired levels of
security. Authenticating a system to meet network requirements may
not be required but is often recommended.
[0028] The hardware interface 210 may retrieve hardware interface
elements required for interfacing with network or phone-based
customer support services. Examples of hardware interface elements
include changing volume, changing frequency, retrieving SIM
(Subscriber Identity Module) ID, connection status from the SIM or
radio hardware, and others. The report system 212 may collect and
forward the data reported by the mobile device to the network 206.
The report system 212 can also encrypt the handset identification
information to provide increased security. The information can be
encoded so that only the host information management system 226 can
decipher the handset identification information.
[0029] The script interface 214 serves as a standard application
programming interface for customer support services. More
specifically, the script interface 214 provides an interface
between scripts 220 and the various hardware-specific and
executable, program-specific functions. The script interface 214
allows a single customer service script to be deployed across
multiple operating systems and hardware configurations. In
addition, the script interface 214 includes a standard API
(Application Programming Interface) for both the hardware/OS side
and the script interface.
[0030] The script platform 216 can mix and match calls through the
script interface to acquire information, to change or correct
settings on the phone, and to perform additional functions as
described below. The script platform 216 authenticates, runs, and
updates all scripts 220, manages reporting updates and changes,
communicates with the host information management system 226,
communicates with the GUI (Graphical User Interface), and manages
customer surveys and interviews. The host information management
system 226 can push a notification to the script platform 216 via
USSD (Unstructured Supplementary Services Data), SMS (Short Message
Service), IP (Internet Protocol), or any other network connectivity
that the mobile device supports. The script platform 216 can run
the scripts 220 after authentication, and the scripts 220 can be
authenticated to the network 206 or to the phone.
[0031] The components within the network-based services 204 allow
the mobile device 100 to communicate with and to retrieve data from
the network 206. The network-based services 204 may include wired
and wireless systems. The mobile network services 222 may consist
of one or more systems including billing, CRM (Customer
Relationship Management), provisioning, and others. Furthermore,
mobile network services 222 are able to return data calls made by
mobile devices via standard network protocols (e.g., IP, DTMF
(Dual-Tone Multi-Frequency), SMS, USSD, etc.).
[0032] The mobile network operator customer service system 224 may
also consist of one or more systems relating to customer service,
including billing, CRM, provisioning, and others. The host
information management system 226 controls interactions between the
mobile device and the host customer support system. The host
information management system 226 can transmit updates to the
mobile device. The mobile device typically employs a unique handset
ID or serial number, and a mobile phone number. The report data 230
provides storage for report information gathered from the mobile
device. The updated scripts 228 consist of scripts that the host
customer support system provides to the mobile device. The updated
scripts 228 can be managed and versioned as desired by the host
information management system 226, can be targeted at specific
subscribers or groups of subscribers, and can include requests for
reports and customer interview surveys. Further details regarding
customer self-support may be found in PCT Patent Application No.
______, entitled "Call Intercept Methods, such as for Customer
Self-Support on a Mobile Device", assigned to the assignee of this
application, and filed concurrently herewith.
Representative User Interface Displays and Techniques
[0033] Starting with FIG. 3, various representative user interface
displays and techniques will now be described that allow a user to
readily access desired functions and to receive information.
Beginning in block 301, the mobile device displays to the user a
user interface, such as those described below. In block 302, the
mobile device determines whether user input has been received, and
if so performs the desired or selected operation (block 303). The
desired operation may in turn cause another user-interface to be
displayed.
[0034] If a subscriber selects an option to change the display
appearance on the mobile device (block 304), then the mobile device
provides the subscriber with options to alter the appearance of the
display (e.g., brand name, shading layers, multiple time zones,
status of mobile device, status of network, etc.--block 305). This
is one example of facilitating user configuration of the
device--many others are possible.
[0035] The mobile device may also check to see if new or updated
information is available for the mobile device (block 306). For
example, information can refer to scripts or other software
executables that can be downloaded from the network to the mobile
device. If new information is available, then the mobile device
downloads and installs the information (block 308). If new
information is not available, then the phone proceeds to receiving
and processing a dialed number once again.
[0036] Changing the display appearance on the mobile device may
include superimposing branding on the mobile device's wallpaper,
displaying two time zones when the mobile device recognizes
transition to a new time zone, and others, as described below. For
example, in response to accessing customer care, the mobile device
can display a ticker across the top of the screen that says, e.g.:
"Welcome to customer care: the average wait time is five minutes.
You may now look at the screen below to help resolve problems or
answer questions more quickly." The message may pertain to the wait
time to connect to a call center, may prompt the subscriber to look
at the bottom portion of the screen to resolve questions locally,
or others. In addition, the mobile device may display dynamic
information regarding phone status, network status, the wait time
for connecting to a call center, and others. FIG. 4 is a diagram
illustrating mobile device screen features that allow for
superimposing branding onto background images and for displaying
multiple time zones. A subscriber or network service provider may
superimpose branding 406 dynamically onto a mobile device display
404 located within a screen 402, continuously, or only during
certain modes (e.g. sleep mode). The mobile device may also display
multiple time zones 408 in certain instances, such as when the
mobile device recognizes a transition to a new time zone, as shown
at the top of the screen 402.
[0037] In general, the screen displays of FIG. 4 and other Figures
represent phone or computer displays, or web pages, or other
interfaces for performing certain tasks described herein. While
certain ways of displaying information to, and receiving input
from, users is shown and described with respect to certain Figures,
those skilled in the relevant art will recognize that various other
alternatives may be employed. The screens provide facilities to
receive input data or display output data, and can include forms
with field(s) to be filled in, menu selections, pull-down or
drop-down menus or entries allowing one or more of several options
to be selected, buttons, sliders, hypertext links or other known
user interface tools for receiving user input. The terms "screen,"
"web page" and "page" are generally used interchangeably
herein.
[0038] The screens may be stored as display descriptions, graphical
user interfaces, or other methods of depicting information on a
computer screen (e.g., commands, links, fonts, colors, layout,
sizes and relative positions, and the like), where the layout and
information or content to be displayed on the page is stored in a
database. In general, a "link" refers to any resource locator
identifying a resource on a network, such as a display description
provided by an organization having a site or node on the network. A
"display description," as generally used herein, refers to any
method of automatically displaying information on a computer screen
in any of the above-noted formats, as well as other formats, such
as email or character/code-based formats, algorithm-based formats
(e.g., vector generated), Flash format, or matrix, or bit-mapped
formats.
[0039] FIG. 5A illustrates a mobile device screen feature that
allows the mobile device to display a dynamic list of user
interface features. A mobile device 100 may display a series of
user interface features or icons 501 on a mobile device display 404
located within a screen 402. The user interface features 501 may
include features relating to ring tones, call registers, cameras,
mobile device settings, and others. Selecting a specific user
interface feature (e.g., camera) may display a new screen that
allows the subscriber to access options regarding that particular
feature. Also, once the user touches a button on the mobile device,
the device may display the full set of icons 501 shown in the
screen 402. Alternatively, software on the mobile device may cause
only show a few icons, such as those at the bottom of the screen
when the user attempts to scroll down.
[0040] FIG. 5B illustrates a mobile device screen feature that
allows the mobile device 100 to display an overlay pane 504 in
response to certain events. Certain events, such as a new e-mail or
SMS (Short Message Service), can activate or cause the pane 504 to
be displayed. The pane 504 may allow the subscriber to view new
information and may make the information stand out from the
background. Highlighting or the use of color shading can be used to
make the pane 504 stand out from the background.
Automatic Data Display and Device Configuration
[0041] The service provider may provide different levels of service
to different groups of subscribers. For example, FIGS. 6A, 6B, and
6C show examples of display screens provided to a basic customer, a
high average revenue per unit (ARPU) customer, and an enterprise
customer, respectively. With the example of FIG. 6A, the service
provider can control the experience provided to the subscriber. As
shown in an upper portion 602 of the screen of FIG. 6A, the user's
name "Marie Pascal" and associated phone number are displayed,
along with certain components of her wireless service, such as
current balance, expiration date of purchased minutes, last time
minutes were topped up, number of minutes used, and number of
messages used. A lower portion 604 provides some common functions
the subscriber may wish to perform, such as topping up a number of
minutes now, accessing games or other desirable subscriber features
(such as ring tones), an entry point into a series of help options,
as well as an opportunity to purchase offerings from the service
provider.
[0042] Under a mezzanine level of service (depicted in FIG. 6B),
the service provider can enhance the high ARPU subscriber
experience by providing premium service access, with integrated
vendor support. Call backs can be scheduled from a customer service
call center, and any service calls can be automatically routed to a
premium support group or to a head of any queue. An upper screen
portion 606 depicts a chart showing used and allowed voice minutes,
SMS messages, and kilobytes of data, while a lower portion 608
depicts options for such a premium subscriber to access his or her
billing records, to automatically speak to a premium customer
support representative, to access concierge services, as well as to
view upcoming events for premium subscribers.
[0043] FIG. 6C extends subscriber experiences to enterprise
customers by allowing enterprise customers to have customized
offerings and to allow for enterprise applications and vendor
support. Enterprise specific services may be provided along with
integration to the enterprise's help desk. As shown in FIG. 6C, an
upper portion 610 indicates certain enterprise functionality as
being enabled, in this case, that Call Forwarding is on. A middle
portion 612 allows the enterprise subscriber to configure data to
services, configure voice options, access a list of help or "teach
me how" topics, and access a menu of item/services to purchase. A
lower portion 614 provides the enterprise subscriber with e-mail,
voice mail, and data service support. Thus, the middle portion 612
of the screen is carrier related, while and the lower portion 614
is enterprise related (e.g., telling a subscriber how to implement
voicemail).
[0044] Overall, data displayed in the screens of FIGS. 6A-6C may be
refreshed automatically by the network system so there is no need
for the subscriber to call customer care or access a specific
network site. If, however, the subscriber does call customer care,
then the mobile device may forward relevant data automatically to
the call center, and connect to a relevant group such as premium
call services, advanced technical services, or a billing
department. An audio announcement may be played initially so that
the subscriber perceives an immediate response.
[0045] FIGS. 7A-7C illustrate additional examples of mobile device
screen displays communicating automated updates to a subscriber. As
shown in FIG. 7A, an upper portion 702 of the mobile device display
404 displays a name of a service provider "Vector Mobile," but as
the mobile device roams across a network boundary, software on the
mobile device receives messages from a new network. As the mobile
device receives registration messages from a new network service
provider, "MarquisCom," the device registers for voice service on
the new network, and displays the name of the new network in the
upper portion, as shown at 704 of FIG. 7B. Further, the phone
automatically establishes a correct access point name (APN) from
preferred roaming partners of the subscriber's service provider,
and the subscriber can continue to access data applications. The
mobile device may automatically offer to change local clock time,
add proper country codes to phone numbers in the mobile device's
address book/speed dial list, and so forth, as shown in FIG. 7C.
Overall, scripts running on the mobile device not only detect
network availability and status, but also device settings and
configuration to automatically react to application errors. In this
manner, the mobile device may capture subscriber activities and
create standardized, scriptable functions that can be combined to
create a context-sensitive service.
[0046] FIG. 8 illustrates the mobile device performing active
diagnostic monitoring of the device itself, via an appropriate
script or mobile device application to monitor a change in network
availability and status. The device application on the subscriber's
mobile device can automatically monitor device settings,
configurations, network availability, and network status. In the
example of FIG. 8, the mobile device has roamed outside of a video
service area, and thus the subscriber cannot send or receive
videos. However, the mobile device provides notice to the
subscriber indicating that voice calls, text messages, and many
other lower bandwidth applications are still available. The mobile
device application displays an instructive dialog 802 on the
display 404. Such a helpful message to the subscriber can avoid
costly calls to the support center when users may have attempted to
send or receive videos outside the service area.
[0047] When a mobile device enters a new network, the mobile device
may automatically re-configure the network settings to allow a
successful connection to a newly entered network and to
automatically re-configure aspects of the mobile device. FIG. 9
illustrates a method for locally selecting a network access
configuration based on a network ID. This method allows for the
selection of network access configuration settings based on a cell
tower ID or wireless access point identifier, and allows for
correct connection to a newly entered network. This method takes
advantage of the fact that mobile operators transmit their unique
carrier identification as part of the GSM (Global System for Mobile
Communications) network protocol, and similar protocols are being
deployed for other networks for improved network roaming. Many
network operators are not interconnected and as such do not allow
subscribers to roam correctly; subscriber intervention is required
to make data services on their mobile devices to work properly
Embodiments of the invention can select the correct configuration
based on the network ID and lookup the correct setting in a local
database located on the mobile device itself. Network ID's may
include a country code, a carrier ID, and a cell-tower ID that is
available for use as a database lookup key.
[0048] FIG. 9 illustrates three methods for initially retrieving
the network ID for the mobile device: retrieving a network ID from
a local information database in the mobile device (block
902--method 1); detecting a change in the network connection (block
904) and retrieving the network ID from the database (block
906--method 2); or detecting new information and determining from
this information that the network connection has changed (block
908--method 3), or others.
[0049] Once the network ID associated with the mobile device has
been determined, the mobile device determines locally if the device
is still connected to the same network ID or if the device has
changed network ID (block 910). If the mobile device is still
connected to the same network ID, then the mobile device continues
to use the existing network settings (block 912). If the mobile
device is connected to a different network ID, then the mobile
device queries the local database based on the new network ID
(block 914). The mobile device may access a configuration settings
database stored on the mobile device to automatically change
settings on the device. (block 916). The mobile device may also
remotely retrieve from the network updated network IDs (and
configuration settings) (block 918) to update the locally stored
configuration settings database.
[0050] After looking up the network ID in the database (block 914),
the mobile device may verify if new network configuration settings
are available locally on the mobile device based on the network ID
(block 920). If the new network configuration settings are not
available locally on the mobile device, then the subscriber may
receive a message from the mobile device indicating that new
settings are not available (block 922), and the mobile device
continues to use the existing settings (block 924). However, if new
network configuration settings are available locally on the mobile
device, then the mobile device may automatically change the network
settings and configuration (block 926), and the user may then
continue normal use of the mobile device (block 928). Thus the
local database stored on the mobile device includes configuration
settings associated with multiple network IDs. The mobile device
retrieves new configuration settings based on newly received
network IDs and automatically changes or updates settings on the
mobile device based on the new configuration settings retrieved
from the local database. In an alternative embodiment, the mobile
device may retrieve network configuration settings from the
network, and not store any locally.
User Input Techniques
[0051] Various methods for navigating data screens or performing
desired functions on a mobile or remote device will now be
described. FIG. 10 illustrates a technique that allows a user of
the mobile device to easily navigate to desired functions or icons,
or between screens, with one hand, which can be particularly useful
with smartphones or phones lacking touch screens. As shown in FIG.
10, the mobile device displays a function window portion or "action
ribbon" 1002 for navigating data screens. The action ribbon 1002
(shown in the dashed box) may be located anywhere on the display
404 and may span the entire screen width or height. For example, a
subscriber may use the standard input buttons on the mobile device,
such as a joystick/4-way-pad (physical buttons on the device) to
navigate or scroll vertically or out of "focus" of the active
ribbon portion and to it, access or modify other regions on the
screen. If the subscriber navigates into the action ribbon 1002,
then the right and left joystick/4-way-pad (physical buttons on the
device) may be used to move in the left or right direction to
select or indicate an icon in the active ribbon. The user they then
the actuate a center "action" button or switch on the
joystick/4-way-pad to select or activate the indicated icon.
[0052] In the example depicted in FIG. 10, the action ribbon
includes four icons associated with four common functions in an
electronic mail ("email") application, although use with other
applications are possible, such as electronic messaging, word
processing, spreadsheet, calculator, contacts, or calendaring
applications. The subscriber may select one of the action icons
1004 to activate a selected function, which is here to "reply all"
to an email. Other depicted icons 1006, 1010 and 1008 correspond to
delete, reply and forward functions, respectively.
[0053] The mobile device may assist the subscriber in selecting the
same functionality as they navigate to multiple screens ("sticky
icons"). For example, if the subscriber indicates or highlights the
"X" icon 1006 and selects or presses the center action button to
select that icon and delete the current item, then the next item
displayed (e.g. in a next screen) would be displayed with the `X`
icon 1006 already highlighted. This is opposed to the usual
practice of having the default icon selected when one file is
deleted, but then displaying the next screen with no icon or
function highlighted or "queued up." In this manner, icons can be
automatically selected to speed up navigation by reducing the
number of keystrokes required for common navigation. The currently
highlighted icon may be indicated by a distinguishing color, such
as light blue. In an alternate embodiment, if a particular icon is
highlighted (e.g., the left hand X icon 1006), then selecting a
left button on the joystick/4-way-pad would be defined to have the
equivalent function of the center action button. This may allow the
subscriber to more easily perform repetitive functions, such as
executing multiple "back" operations to go back to a previous
screen, or to delete a series of consecutive emails.
[0054] FIG. 11 illustrates a mobile handset with a built-in
customer care button or menu option. A customer care button or menu
option allows the mobile device subscriber to access customer
support without having to remember a customer support number, such
as "611." In addition, a customer care button or menu option allows
the subscriber to have faster access to customer support.
[0055] FIG. 11 illustrates three methods for initiating customer
support service. In one embodiment, a dedicated or special purpose
customer care button is provided on the mobile device to perform a
specific function, namely accessing customer care or related
functions. As shown, three different mobile devices 1102, 1104, and
1106 each have a dedicated customer care button, but the button is
located respectively on the front, top, and side of the
devices.
[0056] In an alternative embodiment, an existing special purpose
button or key on the mobile device may have a second mode when it
is pressed and held, so as to launch and display a menu that
includes one or more customer care options. For example, by
pressing and holding a power button on a mobile device 1108, the
button may perform a different function, namely causing a menu to
be displayed that allows subscribers to select one or more customer
care menu items or to simply place a customer care call/launch
customer help functionality. In a third embodiment, a common button
(e.g., number key) that normally performs non-customer care
functions may be used to perform customer care functions (mobile
device 1110). One method for initiating this dual function would be
to press and hold the common button, such as pressing and holding
the "0" button.
CONCLUSION
[0057] Unless the context clearly requires otherwise, throughout
the description and the claims, the words "comprise," "comprising,"
and the like are to be construed in an inclusive sense, as opposed
to an exclusive or exhaustive sense; that is to say, in the sense
of "including, but not limited to." As used herein, the terms
"connected," "coupled," or any variant thereof, means any
connection or coupling, either direct or indirect, between two or
more elements; the coupling of connection between the elements can
be physical, logical, or a combination thereof. Additionally, the
words "herein," "above," "below," and words of similar import, when
used in this application, shall refer to this application as a
whole and not to any particular portions of this application. Where
the context permits, words in the above Detailed Description using
the singular or plural number may also include the plural or
singular number respectively. The word "or," in reference to a list
of two or more items, covers all of the following interpretations
of the word: any of the items in the list, all of the items in the
list, and any combination of the items in the list.
[0058] The above detailed description of embodiments of the
invention is not intended to be exhaustive or to limit the
invention to the precise form disclosed above. While specific
embodiments of, and examples for, the invention are described above
for illustrative purposes, various equivalent modifications are
possible within the scope of the invention, as those skilled in the
relevant art will recognize. For example, while processes or blocks
are presented in a given order, alternative embodiments may perform
routines having steps, or employ systems having blocks, in a
different order, and some processes or blocks may be deleted,
moved, added, subdivided, combined, and/or modified. Each of these
processes or blocks may be implemented in a variety of different
ways. Also, while processes or blocks are at times shown as being
performed in series, these processes or blocks may instead be
performed in parallel, or may be performed at different times.
[0059] The teachings of the invention provided herein can be
applied to other systems, not necessarily the system described
above. The elements and acts of the various embodiments described
above can be combined to provide further embodiments.
[0060] All of the above patents and applications and other
references, including any that may be listed in accompanying filing
papers, are incorporated herein by reference. Aspects of the
invention can be modified, if necessary, to employ the systems,
functions, and concepts of the various references described above
to provide yet further embodiments of the invention.
[0061] These and other changes can be made to the invention in
light of the above Detailed Description. While the above
description details certain embodiments of the invention and
describes the best mode contemplated, no matter how detailed the
above appears in text, the invention can be practiced in many ways.
Details of the local-based support system may vary considerably in
its implementation details, while still being encompassed by the
invention disclosed herein. As noted above, particular terminology
used when describing certain features or aspects of the invention
should not be taken to imply that the terminology is being
redefined herein to be restricted to any specific characteristics,
features, or aspects of the invention with which that terminology
is associated. In general, the terms used in the following claims
should not be construed to limit the invention to the specific
embodiments disclosed in the specification, unless the above
Detailed Description section explicitly defines such terms.
Accordingly, the actual scope of the invention encompasses not only
the disclosed embodiments, but also all equivalent ways of
practicing or implementing the invention under the claims.
[0062] While certain aspects of the invention are presented below
in certain claim forms, the inventors contemplate the various
aspects of the invention in any number of claim forms. For example,
while only one aspect of the invention is recited as embodied in a
computer-readable medium, other aspects may likewise be embodied in
a computer-readable medium. Accordingly, the inventors reserve the
right to add additional claims after filing the application to
pursue such additional claim forms for other aspects of the
invention.
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