Patent Application
20160234159
Problems can exist with phone connections to an existing local customer service center, particularly in a voice over Internet Protocol (VOIP) setting. For instance, the local service provider's telephone number may not be readily known. A user would have to stop and lookup the number and then dial it manually. A similar problem can exist in a regular land line telephone system (plain old telephone system or POTS). These land line systems have solved the problem through using a standardized phone number. However, as the popularity of Internet communications increases, fewer land line operators will exist and, eventually, dialing “0” may at some point not get the user any assistance at all. Phone service through VOIP can be significantly more regionalized and localized, resulting in greater difficulty for the user in determining the correct contact number for one of these local service providers.
A convenient, abbreviated contact method (e.g., a one touch button (such as a “star” or speed dial button)) is provided for accessing a local service provider's customer assistance system using a VOIP system and available Internet connection. A contact number is embedded in a gateway that provides VOIP service for a user. The user is able to contact a service provider via a shortened or abbreviated dialing method without having actual knowledge of the embedded number. If the number changes or the gateway is moved to a new regional provider, the embedded number can be altered without requiring user knowledge or interactions.
The above presents a simplified summary of the subject matter in order to provide a basic understanding of some aspects of subject matter embodiments. This summary is not an extensive overview of the subject matter. It is not intended to identify key/critical elements of the embodiments or to delineate the scope of the subject matter. Its sole purpose is to present some concepts of the subject matter in a simplified form as a prelude to the more detailed description that is presented later.
To the accomplishment of the foregoing and related ends, certain illustrative aspects of embodiments are described herein in connection with the following description and the annexed drawings. These aspects are indicative, however, of but a few of the various ways in which the principles of the subject matter can be employed, and the subject matter is intended to include all such aspects and their equivalents. Other advantages and novel features of the subject matter can become apparent from the following detailed description when considered in conjunction with the drawings.
The subject matter is now described with reference to the drawings, wherein like reference numerals are used to refer to like elements throughout. In the following description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the subject matter. It can be evident, however, that subject matter embodiments can be practiced without these specific details. In other instances, well-known structures and devices are shown in block diagram form in order to facilitate describing the embodiments.
As the unified home communication systems become more prevalent, an advanced gateway device will be used to handle a diverse set of communications in the home. This can include wireless devices, cellular telephones, wired devices and telephone service over the Internet (VOIP services). The gateway is in the unique position of having knowledge of how the devices operate and interact with each other. Thus, the gateway becomes the keeper of the communication systems and is able to provide information to the devices to facilitate their operations.
When an advanced gateway device with VOIP service (e.g., either digital subscriber line—DSL Cable, or long term evolution—LTE) is used to provide telephone service, it typically requires a set-up procedure before being used. During this initial set-up, a device is typically connected to a service provider in order to install startup information. At this time, a local customer service number can be downloaded and stored in the gateway device. This number can then be assigned a specific abbreviated dialing method, such as, for example, a star and/or speed dial pattern (this can be pre-determined or user selectable). The customer service number can also be embedded in the software in the gateway device. It can also be reported or provided to the gateway via a configuration file (e.g., simple network management protocol—SNMP, technical report—TR-069, etc.) or can be acquired through a uniform resource locator—URL (e.g., the URL can include security to prevent unauthorized access, etc.).
The customer then uses this specific pattern and/or button, etc. on the handset to make a customer service call. The pattern is translated to the specific number using the information stored in the gateway device. One particular embodiment, the error light emitting diode—LED on the VOIP phone is used as a button to initiate the call. In this manner, the user does not even need to be aware of what number is called. This allows the service provide to change/update the service call number without needing to inform the users. A new number can be pushed to the gateway to replace the existing number. The user would still contact the service provider in the same fashion as before, eliminating a lot of frustration, especially when an old number is no longer in service. Likewise, if the user moves to a new location they can easily contact their new provider via the same methods as before (e.g., speed dial number, special designated button, error light, etc.) after their gateway is initialized. If a handset unit should become broken or otherwise undesired (e.g., color change, style change, etc.), it can be replaced without requiring any additional programming of the contact information by the user.
The advanced cable gateway device in
The user interface 126 can include a mouse, a button keypad, and/or a touch screen and may include video display technology. The user interface 126 provides user control of the device. The reference table 118 and storage element 120 provides local storage of data including video content (including program guide information), contact lists, device setting, and the like. The telephone/handset interface 124 provides telephony and control information between the controller 130 and one or more external telephone handsets 114A-114C. The communication is typically made over a twisted pair phone line. However, other protocols and media can be used, such as digital enhanced cordless telecommunications (DECT).
Each telephone handset 114A-114C includes traditional phone circuits as well as a display 134A-134C for the user, including phone numbers, dialing information and the like. The telephone handset also includes a keypad with keys 136A-136C, either as a set of buttons or a touch screen. The telephone handset can also include an additional set of buttons, used as shortcut keys 138A-138C. The keys and/or shortcut keys can be used to dial and/or speed dial to make a connection with, for example, a service provider representative as described above.
The controller 130 in the main device 110 in
The advanced cable gateway device 110 in
The charger can be a standard battery charging circuit and can be controlled by the controller 130. In addition to all of the other functions in the device 110, the controller 130 maintains the battery condition based on a set of management principles.
The gateway 202 can proactively request contact information from, for example, service provider 206 and/or can passively wait for the contact information to be received from the service provider 206. The receiving of the contact information can also be a combination of both. Once the contact information is obtained, the gateway 202 can periodically check on if the contact information is current or not.
The gateway 202 can also determine if service has been changed and/or if the gateway 202 and/or VOIP device 204 has been relocated, requiring updated contact information. The service provider 206 can provide the contact information during service initialization.
Once the contact information is received, the gateway 202 can store the data in its storage and/or allow the information to remain embedded in data and/or software provided by the service provider 206. In the latter case, a pointer to the contact information can be stored in the gateway 202 database. The database can also contain a contact method that has been established. For example, the database can contain the dialing sequence of *987 which is associated to the contact information.
The database can also contain a button press signal type that has been established as the contact method (e.g., “help” labeled button on the VOIP device 204, etc.). When the VOIP device 204 requests a connection, the gateway 202 retrieves the contact information and establishes a connection with, for example, service provider 206. The call placement is transparent to the user. One skilled in the art can appreciate that the provider of the contact information can be an entity other than that of the VOIP service provider. For example, it can also be contact information for the gateway provider and the like.
In view of the exemplary systems shown and described above, methodologies that can be implemented in accordance with the embodiments will be better appreciated with reference to the flow charts of
The gateway then associates a method of requesting contact with the stored pointer and/or contact information 306. Thus, the contact information can be directly stored in the gateway's storage database and/or left embedded in data and/or software provided by a service provider with a pointer stored for information retrieval. The VOIP device can then request contact 308. This is accomplished through the previous methods of button presses, signals, etc as described above. When this occurs, the gateway retrieves the contact information and establishes a contact connection for the VOIP device 310. From a user's perspective, the contact connection operation is transparent, and the user merely presses a button, etc. and the connection is made. This method of establishing contact allows for changes/updates to be made to the contact information without requiring interaction by the user. In fact, typically, a user will not know the exact contact information nor if/when it changes. Thus, it provides a seamless operation with little user skill required, even in the situations where the gateway is moved and/or the service provider changes.
What has been described above includes examples of the embodiments. It is, of course, not possible to describe every conceivable combination of components or methodologies for purposes of describing the embodiments, but one of ordinary skill in the art can recognize that many further combinations and permutations of the embodiments are possible. Accordingly, the subject matter is intended to embrace all such alterations, modifications and variations that fall within the spirit and scope of the appended claims. Furthermore, to the extent that the term “includes” is used in either the detailed description or the claims, such term is intended to be inclusive in a manner similar to the term “comprising” as “comprising” is interpreted when employed as a transitional word in a claim.
| Filing Document | Filing Date | Country | Kind |
|---|---|---|---|
| PCT/US2013/059616 | 9/13/2013 | WO | 00 |
