Customized on-line user guide

Background of the Invention

1. Field of the Invention

the present invention relates to the field of telecommunications. Specifically, the present invention relates to a method and a system to users of a mobile telecommunications system provide automated information.

2. Description of Related of the technique

provider of mobile or wireless telecommunication services offer subscribers a multitude of services, such as call forwarding and voicemail messaging. While the number of services grow, is it for Subscribers increasingly difficult to remember how to all the functions of a particular service from a mobile phone is from access because function codes normally numeric values such as * 56 or * 71 are that no obvious connection have a specific function. Similarly, in some functions, such as a change of call forwarding on holiday, rarely accessed by a subscriber and they remain not well remembered.

On Approach to overcome this problem, the tried by some providers of mobile telecommunications services was, is, subscribers to hand printed manuals. This approach had limited success because it is not realistic to expect that Subscribers carry such a handbook and consult.

Some Provider of mobile telecommunications services have attempted the problem by providing a resolve of supplying auxiliary information "611" number, the a subscriber with a customer service representative connects. Still it is desirable to automate customer assistance service as much as possible, so not wait that subscribers to a customer service representative have to.

the Providing automated assistance via telephone or any other electronic communication system is known. In such a System gives a user an an information request by either DTMF tones or uses spoken words that are recognized by known speech recognition techniques will. For example, disclosed<patcit><text>US 5,297,183</text></patcit> of Bareis inter alia, a mobile radio system, the spoken Commands for dialing Phone numbers used. The system of Bareis among other things includes a speaker-dependent voice recognition system a, the customized based on the MIN of the subscriber performs functions. Previously recorded instruction News are generated by the system to a subscriber on the progress of the to inform application of the system, such as prompts ( "Please phone") as "Ready for command" ( "Ready for command") and "Phone number please". The system of Although Bareis inter alia provides automated support for customization of dialing in response to voice commands, but does not respond to a request for information about a specific service function or a particular service feature.

furthermore Auxiliary information is typically most needed when a subscriber participates as a guest on another market area other functions and function codes has when she's home market the subscribers are offered. For example, if a subscriber as guest participants from one of the market area, which does not disturb (DND - DO Not Disturb) offering, participates in a market area of ​​a offering such a service, dialing the number 611 provides the subscriber might not the desired Auxiliary information as a 611 call to a service center for the visited Market is forwarded and may not the same interface function offered as the service center the home market of subscribers.

On Another related problem that automatic with providing Support services for subscribers wireless service related, is that each model of mobile phone on a can access different kind of service functions. consequently automating Subsidiary functions is complicated, since different subscribers, depending on the device, different explanations need. Providing context-sensitive help information in a computer system environment is known. For example, disclosed<patcit><text>US 5, 535, 323</text></patcit> Miller inter alia a system for offering Help for users of computer systems. According Miller et al contextual Support to the needs individual users' needs. Miller et al disclose, however, not that auxiliary information provided on the basis of equipment can be, the user requesting the help information, used is. also Miller refer inter alia to a computer system environment, not a telecommunications system environment.

WO-A-96 28945 describes cellular telecommunications networks, in which a provided subscriber information from a subscriber service profile available will. Service profile infor&lt;?page 3?&gt;mation can in a Short Message Service message sent (SMS) to a mobile phone and the subscribers in a Voice message delivered or on the image display of the mobile phone are displayed. The networks of WO-A-96/28945 provide a mobile telephone However, no information on the basis of the equipment is used to request the service profile information.

US-A-5 297 183 teaches a mobile radio system including a mobile phone, the is characterized by an electronic serial number (electronic serial number, ESN), which has been encoded by the manufacturer in the phone, and a mobile identification number (mobile indentification number, MIN), which provided the mobile phone and phone number available is. Based on the ESN and the MIN of a mobile telephone can determine whether services are enabled a service provider should.

What needed is, is a way to automated subscribers of a mobile radio system Auxiliary information available provide to the context-dependent are with respect to the mobile terminal by a subscriber is used.

SUMMARY OF THE INVENTION

the present invention provides a method and system for providing automated help information to subscribers of a mobile radio system, the contextual are in view of the mobile terminal used by a subscriber is as defined in claims 1 and 10, respectively defined. Thus, a subscriber convenient answers to the following exemplary questions about services received without to call a customer service representative: How do I save a Phone number in the memory? How do I call a phone number from the memory from? How do I read a text message? How save I send a text message? What functions does the cellular network in terms of number ID?

the Advantages of the present invention are achieved by a method and a system for providing automated information to a subscriber a mobile radio system provided in which a request for information from a mobile communication device, such. as a cellular phone or a personal communication device, is received on a mobile system. The type of mobile communications device, from which the request for information is received, it is determined by accessing a mobile communication device profile based on an ESN and an MIN associated with the mobile communication device connected are. The requested information is then sent to the mobile communication device Posted. According to the invention the requested information depending on the context in terms of the type the mobile communication device from which the information request Will be received.

BRIEF DESCRIPTION OF THE DRAWINGS

the present invention is an example and not limitation in the accompanying Drawings, in which like reference numerals identify similar Elements, and in which:

<figref idrefs="S13">1</figref> on represents schematic block diagram of a mobile radio system, which an automated emergency service according to the present invention provides, and

<figref idrefs="S13">2</figref> on Flowchart for a method of providing an automated Hilfsdienst for a Mobile radio system according to the present invention represents.

DETAILED DESCRIPTION

the present invention provides subscribers of a mobile, or wireless, Telecommunication system an automated Forum, of the context-dependent With regard to the respective type of the mobile terminal is that requesting the assistance information Subscriber is used. According to the invention calls a subscriber to aid in a predefined key or sequence of keys on the keypad, such. as * help (* 4357), suppressed. The subscriber is then reacted with an intelligent peripheral (IP) platform connected which is part of the mobile radio system. Based on belonging to subscribers ESN and MIN results IP platform, a database query to a for subscribers belonging access profile to determine the type of terminal that the subscriber is used. generated on the basis of the query results IP platform adapted automated responses, custom for the respective terminal, which is used by the subscriber to the requested auxiliary information to deliver.

the present invention provides subscribers of a wireless telecommunications system a possibility, automated online help information about functions of wireless services obtain, without having to speak with a customer service representative. Of the provides online Forum of the present invention specific information about special wireless services that are a available to subscribers, such. B. Details for an immediate call forwarding, and / or specific codes, such as eg *. 71st Preferably on the online help information mobile terminal and over the Internet access.

&lt;?page 4?&gt;

<figref idrefs="S13">1</figref> shows a schematic block diagram of a mobile radio system <figref>10</figref>. the automated Subsidiary according to the present invention provides. The mobile radio system<figref>10</figref> includes a Mobile network exchange (Mobile Telephone Switching Office - MTSO) <figref>11</figref> on, which in a known manner with a plurality of base stations (BS) <figref>12</figref> connected is. The system<figref>10</figref> includes a plurality of MTSOs a, even though only one MTSO is shown. Mobile stations (MS)<figref>13</figref>. or mobile devices, communicate with a nearby base station in a known Manner using wireless communication links <figref>14</figref>, Each mobile terminal, such as. for example, a mobile telephone or a personal communications device, is uniquely identified by two numbers: an electronic serial number (Electronic serial number - ESN) which has been encoded in the phone by its manufacturer, and a mobile Identification number (mobile identification number - MIN) which is the mobile phone number that is programmed into the mobile radio system has been. As used herein, refers to a wireless or mobile Communication system, a cellular, satellite or personal communications network environment.

A Intelligent Peripheral (IP) platform <figref>15</figref> is connected to the MTSO <figref>11</figref> on connected a known type. The IP platform<figref>15</figref> includes a with a database <figref>17</figref> coupled control unit <figref>16</figref> on, the mobile communication device profile information for each Subscribers of the system <figref>10</figref> stores. During operation, receives the control unit <figref>16</figref> about the system <figref>10</figref> a request for assistance information from a Mobile communication device <figref>13</figref>, The control unit <figref>16</figref> determined on the basis of the access to a profile for said mobile communication device, the in the database <figref>17</figref> is stored, the type of mobile communications device from which the request is received by the auxiliary information. The IP platform<figref>15</figref> sends then the requested help information to the requesting mobile communication device. The auxiliary information, by the IP platform <figref>15</figref> are sent, are context-specific created, depending on the type of mobile communications device from which received the request has been.

<figref idrefs="S13">2</figref> shows a flow chart <figref>20</figref> for a method for a subscriber of a mobile radio system a automated Subsidiary according to the present Invention available deliver. A mobile subscriber dials a special access number, z. B. a three-digit number, a "800" number, he or "* HELP", etc, in order from a mobile terminal <figref>13</figref> out the automated online help information service of the present Invention access. The auxiliary information-request call is the Intelligent Peripheries (IP) platform <figref>15</figref> continue directed that the call in step <figref>21</figref> receives, in step <figref>22</figref> leads the control unit <figref>16</figref> a query of the database <figref>17</figref> by, order based on the ESN and the MIN associated with the Hilfsanforderungsruf received to obtain a user profile.

in the step <figref>23</figref> the control unit <figref>16</figref> a menu that the requesting subscribers the ability gives information about Functions of a specific service or a specific function code retrieve. According to the present Invention is the context-specific menu for the Equipment, which is used by the requesting subscriber. information visits are from subscribers in step <figref>24</figref> performed either by entering DTMF digits over the keypad of the mobile terminal and / or by the input voice commands. The voice commands are known using Speech recognition techniques recognized. In response to a request plays the IP platform in step <figref>25</figref> a record from which the subscribers the wireless service with the requested information supplied, the specific context are based on the equipment of the subscribers.

the provided by the IP platform information relating specifically the type of mobile terminal <figref>13</figref>. which is used by a requesting subscriber. That is, a Information message such. B. "The feature Provides the capability to; HOWEVER, feature XY is not available for your specific handset model, but is available on the AT &amp; T Digital PCS handsets "(" The XY function provides the possibility ,; However, the XY function is not for your particular handset model available, but it is the AT &amp; T Digital PCS handsets available ") may from the IP platform <figref>15</figref> generated are, where XY is the specific network service, for the auxiliary information be requested. The auxiliary information message can also an internet website refer as more convenient way to to refer auxiliary information on wireless services supplied by the mobile system <figref>10</figref> are made available. In addition, represent the auxiliary information IP platform that specifically for the used by the subscriber type of wireless terminal is, z. B. auxiliary information on how to store phone numbers in the memory of the handset and it shall be called, and reading, storing and retrieving text messages.

In step <figref>26</figref> it is the subscriber is allowed, more information about other Wireless functionality and / or retrieve short codes. Preferably is the access to the online help information and users of wireless terminals to disposal, which are not visible to the system <figref>10</figref> offered mobile services have subscribed to, so they from the online help information of the present invention benefit and / or the system gebo&lt;?page 5?&gt;requested services and features can compare the services and features that go beyond their own mobile service provider available are. Alternatively, the access to the online help information on a mobile handset will be restricted to existing subscribers of the radio network, dependent the dialing pattern, that for To access the online help information is required.

all actual or potential subscribers of wireless services can use the Internet <figref>19</figref> access the web page to online help information (<figref idrefs="S13">1</figref>). The website with access the Internet can be part of the services provided by the IP platform <figref>15</figref> provided , or they may be removed from the IP platform <figref>15</figref> positioned be. allows Preferably it the Internet website, information about a particular wireless Service, a specific short code for a particular wireless Service, all services and features that are supported by the radio network, and / or retrieve all the function codes in the radio network connection using a mobile communication device are supported, selected in accessing the website.

Although The present invention in connection with the illustrated embodiments has been described, it will be appreciated and understood that modifications can be made, without departing from the scope of the claims departing.