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1. 发明申请

US20170235628A1 WORKFLOW ENGINE FOR TROUBLESHOOTING USER DEVICE ISSUES 有权
公开(公告)号：US20170235628A1
公开(公告)日：2017-08-17
申请号：US15045046
申请日：2016-02-16
申请人： T-Mobile, USA, Inc.
发明人： Alex Nguyen , Jonathan Michael Soini , Timothy Adam Shelton
IPC分类号： G06F11/07
CPC分类号： G06F11/0781 , G06F11/0709 , G06F11/0751 , G06F11/079
摘要： A workflow engine may be used to resolve service issues in a more expedient and effective manner. The workflow engine may select a troubleshooting flow to detect problems associated with a user device that uses communication services provided by a wireless telecommunication network. The workflow engine may determine alert notifications that are relevant to the troubleshooting operations. The workflow engine may make such a determination based on information from multiple data sources of the wireless telecommunication network. The workflow engine may further assign priority ratings to the alert notifications. Subsequently, a presentation layout may be assigned to the troubleshooting operations of the troubleshooting flow and the alert notifications by the workflow engine based on the priority ratings. The troubleshooting operation and the alert notifications are then provided for presentation on a computing device according to the presentation layout by the workflow engine.

2. 发明授权

US10019302B2 Workflow engine for troubleshooting user device issues 有权
公开(公告)号：US10019302B2
公开(公告)日：2018-07-10
申请号：US15045046
申请日：2016-02-16
申请人： T-Mobile USA, Inc.
发明人： Alex Nguyen , Jonathan Michael Soini , Timothy Adam Shelton
IPC分类号： G06F11/00 , G06F11/07
CPC分类号： G06F11/0781 , G06F11/0709 , G06F11/0751 , G06F11/079
摘要： A workflow engine may be used to resolve service issues in a more expedient and effective manner. The workflow engine may select a troubleshooting flow to detect problems associated with a user device that uses communication services provided by a wireless telecommunication network. The workflow engine may determine alert notifications that are relevant to the troubleshooting operations. The workflow engine may make such a determination based on information from multiple data sources of the wireless telecommunication network. The workflow engine may further assign priority ratings to the alert notifications. Subsequently, a presentation layout may be assigned to the troubleshooting operations of the troubleshooting flow and the alert notifications by the workflow engine based on the priority ratings. The troubleshooting operation and the alert notifications are then provided for presentation on a computing device according to the presentation layout by the workflow engine.

3. 发明申请

US20170286199A1 DIAGNOSTIC AND WORKFLOW ENGINE WITH SYSTEM INTEGRATION 有权
公开(公告)号：US20170286199A1
公开(公告)日：2017-10-05
申请号：US15089322
申请日：2016-04-01
申请人： T-Mobile, USA, Inc.
发明人： Jonathan Michael Soini , Alex Nguyen , Timothy Adam Shelton
IPC分类号： G06F11/07
CPC分类号： G06F11/079 , G06F9/44 , G06F11/0709 , G06F11/36
摘要： A workflow engine on a computing device is used to resolve a trouble ticket. Preliminary data is retrieved and one or more symptoms are received from a user device having a malfunction. The probability of each possible cause of the malfunction is determined. Upon determining that a probability of a mostly likely cause of the malfunction is above a predetermined threshold, a solution is provided. Upon determining that the probability of the most likely cause of the malfunction is not above the predetermined threshold, then entering a loop of performing diagnostic steps until the likely cause of the malfunction is above a predetermined threshold. Each diagnostic step is performed automatically, if the workflow engine determines that it can. If the diagnostic step cannot be performed automatically, the CSR is guided on how to accommodate the diagnostic step.

4. 发明申请

US20160269895A1 DEVICE DIAGNOSTIC AND DATA RETRIEVAL 审中-公开
标题翻译：设备诊断和数据检索
公开(公告)号：US20160269895A1
公开(公告)日：2016-09-15
申请号：US14884335
申请日：2015-10-15
申请人： T-Mobile USA, Inc.
发明人： Jonathan Michael Soini , Calum Jonathan Frances Lawler
IPC分类号： H04W8/24 , G06Q30/00 , G06F3/0488 , G06F3/0484 , G06F3/0482
CPC分类号： G06Q30/016 , G06F3/0482 , G06F3/04842 , G06F3/04847 , G06F3/0488 , G06F11/0742 , H04W24/04
摘要： A diagnostic device may enable the retrieval of user device information and an eligibility status of a user device for a device return, a device upgrade, or a device exchange. The diagnostic device may receive the user device information of the user device via a wired or wireless communication interface. The diagnostic device may send the user device information to a server associated with a wireless carrier network. In turn, the server associated with the wireless carrier network may use the user device information to determine an eligibility status of the user device for a device return, a device exchange, or a device upgrade. Subsequently, the diagnostic device may receive a unique code generated by the wireless carrier network, in which the unique code is associated with the user device information of the user device. The diagnostic device then presents the unique code on a display of the diagnostic device.
摘要翻译：诊断设备可以使得能够检索用户设备信息和用于设备返回，设备升级或设备交换的用户设备的资格状态。诊断装置可以经由有线或无线通信接口接收用户装置的用户装置信息。诊断设备可以将用户设备信息发送到与无线运营商网络相关联的服务器。反过来，与无线运营商网络相关联的服务器可以使用用户设备信息来确定设备返回，设备交换或设备升级的用户设备的资格状态。随后，诊断设备可以接收由无线运营商网络生成的唯一代码，其中唯一代码与用户设备的用户设备信息相关联。诊断设备然后在诊断设备的显示器上呈现唯一的代码。

5. 发明授权

US10228926B2 Remote support installation mechanism 有权
公开(公告)号：US10228926B2
公开(公告)日：2019-03-12
申请号：US15009762
申请日：2016-01-28
申请人： T-Mobile USA, Inc.
发明人： Jonathan Michael Soini , Timothy Adam Shelton
IPC分类号： G06F8/61 , H04L29/06
摘要： A remote support installation mechanism provides for the installation of a remote support client application onto a user device. A server may receive a request for a remote support eligibility status from a device agent application on a user device that is loaded with an installer package for a remote support client application. The remote support client application may be used to initiate a remote support session with a remote support application on a remote support server to provide a computing terminal with remote support access to the user device. The server may determine based on at least one of a device management database or a user account database that the user device qualifies for remote support. Accordingly, the server may send an install command to trigger an installation of the remote support client application on the user device from the installer package.

6. 发明授权

US10147096B2 Device diagnostic and data retrieval 有权
公开(公告)号：US10147096B2
公开(公告)日：2018-12-04
申请号：US14884335
申请日：2015-10-15
申请人： T-Mobile USA, Inc.
发明人： Jonathan Michael Soini , Calum Jonathan Frances Lawler
IPC分类号： G06Q30/00 , G06F3/0484 , G06F3/0482 , G06F3/0488 , H04W24/04
摘要： A diagnostic device may enable the retrieval of user device information and an eligibility status of a user device for a device return, a device upgrade, or a device exchange. The diagnostic device may receive the user device information of the user device via a wired or wireless communication interface. The diagnostic device may send the user device information to a server associated with a wireless carrier network. In turn, the server associated with the wireless carrier network may use the user device information to determine an eligibility status of the user device for a device return, a device exchange, or a device upgrade. Subsequently, the diagnostic device may receive a unique code generated by the wireless carrier network, in which the unique code is associated with the user device information of the user device. The diagnostic device then presents the unique code on a display of the diagnostic device.

7. 发明授权

US10025654B2 Diagnostic and workflow engine with system integration 有权
公开(公告)号：US10025654B2
公开(公告)日：2018-07-17
申请号：US15089322
申请日：2016-04-01
申请人： T-Mobile, USA, Inc.
发明人： Jonathan Michael Soini , Alex Nguyen , Timothy Adam Shelton
IPC分类号： G06F11/00 , G06F11/07
摘要： A workflow engine on a computing device is used to resolve a trouble ticket. Preliminary data is retrieved and one or more symptoms are received from a user device having a malfunction. The probability of each possible cause of the malfunction is determined. Upon determining that a probability of a mostly likely cause of the malfunction is above a predetermined threshold, a solution is provided. Upon determining that the probability of the most likely cause of the malfunction is not above the predetermined threshold, then entering a loop of performing diagnostic steps until the likely cause of the malfunction is above a predetermined threshold. Each diagnostic step is performed automatically, if the workflow engine determines that it can. If the diagnostic step cannot be performed automatically, the CSR is guided on how to accommodate the diagnostic step.

8. 发明申请

US20170220330A1 REMOTE SUPPORT INSTALLATION MECHANISM 审中-公开
公开(公告)号：US20170220330A1
公开(公告)日：2017-08-03
申请号：US15009762
申请日：2016-01-28
申请人： T-Mobile, USA, Inc.
发明人： Jonathan Michael Soini , Timothy Adam Shelton
IPC分类号： G06F9/445 , H04L29/06
CPC分类号： G06F8/61 , H04L63/0428 , H04L63/0876 , H04L63/102 , H04L63/166 , H04L67/42
摘要： A remote support installation mechanism provides for the installation of a remote support client application onto a user device. A server may receive a request for a remote support eligibility status from a device agent application on a user device that is loaded with an installer package for a remote support client application. The remote support client application may be used to initiate a remote support session with a remote support application on a remote support server to provide a computing terminal with remote support access to the user device. The server may determine based on at least one of a device management database or a user account database that the user device qualifies for remote support. Accordingly, the server may send an install command to trigger an installation of the remote support client application on the user device from the installer package.

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