Method and apparatus for the integration of SMS message communications into call center operation

A method and apparatus for efficiently integrating SMS (short message service) messages into distributed agent call center operation. A call center application server receives an SMS message from an SMS client, then identifies the sender of the received SMS message, determining whether an SMS sessio...

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Bibliographische Detailangaben
Hauptverfasser:	BARCLAY DEBORAH L, BENCO DAVID S
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY WIRELESS COMMUNICATIONS NETWORKS
Online-Zugang:	Volltext bestellen
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Beschreibung
Zusammenfassung:	A method and apparatus for efficiently integrating SMS (short message service) messages into distributed agent call center operation. A call center application server receives an SMS message from an SMS client, then identifies the sender of the received SMS message, determining whether an SMS session associated with the sender is currently open and, if so, identifying the current SMS session agent. If an SMS session associated with the SMS message sender is not currently open, the call center application server opens an SMS session and selects a current SMS session agent, thereafter routing the SMS call to the current SMS session agent. The SMS session will remain open until closed, for example upon receipt of an SMS session closure message from the current agent.