- •Table of Contents
- •1Purpose
- •2High Level Service Flows
- •2.1Service Lifecycle When lpf Purchased Before Loss
- •2.2Service Lifecycle When lpf Purchased After Loss
- •Owner specifies a call-back number that is used to contact the Owner when a person other than the Owner finds the phone.
- •The Lost Phone screen gives instructions that guide the person finding the phone to contact the Owner.
- •2.3Automatically Deprovision Service after Phone is Permanently Lost
- •3Lost Phone Finder Handset Interface Use Cases
- •3.1General Notes
- •3.2Subscribe to lpf Service by Downloading Handset App, Pre-Loss (Pri: Hi)
- •3.3Lpf Handset App Launched from Handset by User (Pri: Med)
- •3.4Lpf Handset App Activated by Server Message while Phone Powered-On and In-Coverage (Pri: Hi)
- •3.5Lpf Handset App Activated by Server Message while Phone Powered-Off or Out-of-Coverage (Pri: Med)
- •3.6Lpf Handset App Commanded to Report Location (Pri: Hi)
- •3.7Lpf Handset App Commanded to Ring Loudly (Pri: Hi)
- •3.8Lpf Handset App Commanded to Erase Personal Data (Pri: Med)
- •3.9Deactivate lpf Service after Recovery (Pri: Hi)
- •3.10Bystander Finds Phone and Returns It to Owner (Pri: Hi)
- •3.11Return Phone to Insurer if Found After Filing Claim (Pri: Low)
- •4Self-Service Website Use Cases
- •4.1Subscribe to lpf Service via Website, Pre-Loss, Preloaded lpf Handset App (Pri: Hi)
- •4.2Subscribe to lpf Service via Website, Pre-Loss, User-Downloaded lpf Handset App (Pri: Hi)
- •4.3Subscribe to lpf Service via Website, Post-Loss (Pri: Hi)
- •4.4Activate lpf Service via Website after Loss (Pri: Hi)
- •4.5Enter the lpf Website after Previously Activating Service (Pri: Hi)
- •4.6Locate Phone via Website (Pri: Hi)
- •4.7Ring Phone via Website (Pri: Hi)
- •4.8Erase Personal Data via Website (Pri: Med)
- •5Toll-Free ivr Application User Interface Use Cases
- •5.1Activate lpf Service after Loss (Pri: Med)
- •5.2Call the lpf ivr App after Previously Activating Service (Pri: Med)
- •5.3Locate Phone via ivr (Pri: Med)
- •5.4Ring Phone via ivr (Pri: Hi)
- •5.5Erase Personal Data via ivr (Pri: Low)
- •6Call Center Operator Interface Use Cases
- •6.1Subscribe to lpf through Call Center Operator, Post-Loss (Pri: Low)
- •7Self-Service Website User Interface Design Concepts
- •7.1General Application Screen Template
- •7.2New User Welcome Screen
- •7.3Lpf Subscriber Welcome Screen
- •7.4Lost Phone Activation Screen
- •7.5“Help Me Find My Phone” Screen
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.
Owner calls the LPF IVR number (if not transferred there by Customer Care Agent.)
Owner logs-in using a user authentication protocol specified by the Carrier (if not already authenticated by the Customer Care Agent.)
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.
The LPF IVR “Help Me Find My Phone” menu is spoken. The Owner’s options here include:
Lock and Locate My Phone
Ring My Phone
Erase My Personal Data
Owner selects “Lock and Locate My Phone”.
LPF IVR App asks Owner to specify:
A phone number (different from the lost phone’s number!) at which a Finder can speak to or leave a message for the Owner.
A 4-digit PIN that the Owner will use later to unlock the recovered phone.
Owner enters the requested data and confirms her request to Lock and Locate the phone.
LPF Server sends a “Lock and Locate” message to the LPF Handset App.
If the LPF Server successfully contacts and activates the LPF Handset App, then:
The IVR App speaks a progress indication stating that the phone is turned on, being locked, ringing, and being located.
The IVR App speaks the phone’s:
GPS location and uncertainty
Name of nearest street address or smallest enclosing polygon.
Speed
Battery Charge Status
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:
The user gets immediate feedback that the phone will be locked and located the next time it is powered on.
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.
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.
Owner calls the LPF IVR number (if not transferred there by Customer Care Agent.)
Owner logs-in using a user authentication protocol specified by the Carrier (if not already authenticated by the Customer Care Agent.)
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.
The LPF “Help Me Find My Phone” menu is spoken. The Owner’s menu options here include:
Ring My Phone
Locate My Phone
Erase My Phone’s Personal Data
The use cases corresponding to each of these choices follows.