5Toll-Free ivr Application User Interface Use Cases

The Lost Phone Finder Interactive Voice Response Interface is designed to enable LPF users to activate and use the LPF service away from a computer using a friend’s phone or a land line. The IVR application is fully interoperable with the web interface, and users can move between the IVR interface and the web interface as needed.

NOTE: The Lost Phone Finder Service must be purchased through the self-service website or through Customer Care. There is no IVR interface to purchase the service.

5.1Activate lpf Service after Loss (Pri: Med)

This use case enables the Owner to activate the LPF application to put her phone in “Lost Phone” mode.

1. Owner calls the LPF IVR number (if not transferred there by Customer Care Agent.)

2. Owner logs-in using a user authentication protocol specified by the Carrier (if not already authenticated by the Customer Care Agent.)

3. LPF IVR App recognizes and greets Owner. If Owner has more than one phone subscribed to the LPF service, a mechanism is provided to activate the service for one phone.

4. The LPF IVR “Help Me Find My Phone” menu is spoken. The Owner’s options here include:

   1. Lock and Locate My Phone

   2. Ring My Phone

   3. Erase My Personal Data

5. Owner selects “Lock and Locate My Phone”.

6. LPF IVR App asks Owner to specify:

   1. A phone number (different from the lost phone’s number!) at which a Finder can speak to or leave a message for the Owner.

   2. A 4-digit PIN that the Owner will use later to unlock the recovered phone.

7. Owner enters the requested data and confirms her request to Lock and Locate the phone.

8. LPF Server sends a “Lock and Locate” message to the LPF Handset App.

9. If the LPF Server successfully contacts and activates the LPF Handset App, then:

   1. The IVR App speaks a progress indication stating that the phone is turned on, being locked, ringing, and being located.

   2. The IVR App speaks the phone’s:

      1. GPS location and uncertainty

      2. Name of nearest street address or smallest enclosing polygon.

      3. Speed

      4. Battery Charge Status

10. If the LPF Server detects that the phone is turned off or out-of-coverage (by using the SMSC “transaction mode” interface, as is done with Chaperone,) then:

    1. The user gets immediate feedback that the phone will be locked and located the next time it is powered on.

    2. If available, the LPF IVR App speaks the address of the last known phone location (i.e. a location sent when the handset battery reached a preset low threshold.) with the time at which the location was measured and reported.

11. The IVR App re-speaks the “Help Me Find My Phone” options. At this point, the “Lock and Locate My Phone” option is omitted, and the “Ring My Phone”, “Locate My Phone”, and other options are enabled as appropriate.

5.2Call the lpf ivr App after Previously Activating Service (Pri: Med)

The Owner may call the LPS IVR number after previously activating the Lost Phone application in the course of seeking the phone. Her objective may be to ring the phone again, to locate it again, to erase personal data, etc.

1. Owner calls the LPF IVR number (if not transferred there by Customer Care Agent.)

2. Owner logs-in using a user authentication protocol specified by the Carrier (if not already authenticated by the Customer Care Agent.)

3. LPF IVR App recognizes and greets Owner. If Owner has more than one phone subscribed to the LPF service, a mechanism is provided to select the one “Lost” phone.

4. The LPF “Help Me Find My Phone” menu is spoken. The Owner’s menu options here include:

   1. Ring My Phone

   2. Locate My Phone

   3. Erase My Phone’s Personal Data

The use cases corresponding to each of these choices follows.