Configurable Escalation Queue

• US 20130290459A1
• Filed: 03/19/2013
• Published: 10/31/2013
• Est. Priority Date: 03/26/2012
• Status: Abandoned Application

• Current Assignee: TeleCommunication Systems Inc (Comtech Telecommunications Corporation)
• Original Assignee: TeleCommunication Systems Inc (Comtech Telecommunications Corporation)
• Inventors: Cuff, Michael, Wang, Chih, Kasad, Farhad, Aryana, Firdaus, Hines, Gordon J.
• Application Number:
  US13/847,245
• Publication Number:
  US 20130290459A1
• Time in Patent Office: Days
• US Class Current: 709/207
• CPC Class Codes: H04L 51/226 Delivery according to priorities

Abstract

A rapid assignment dynamic ownership queue for text message sessions queues incoming text messages destined for a service bureau, at a network server. Simultaneous access is provided to any one text message of the queued incoming text messages to a plurality of operator terminals at the service bureau. Initial ownership of the one text message is assigned as a result of a first acting terminal of the plurality of operator terminals having completed an action in service to the text message, and ownership is re-assigned to a subsequent operator terminal having completed another action in service to the text message after the first acting terminal. A configurable escalation queue may be implemented to assign an escalation code to each queued item, regardless of its position in the queue list, to alter the presentation of the queue item.

Claims

1. Configurable escalation queue-sorting of a text message session, comprising:

queuing incoming text messages destined for a service bureau, at a network server;

assigning an escalation value to each incoming text message in an incoming text message queue, each escalation value having a type, a threshold, and a level associated therewith; and

occasionally resorting said queued incoming text messages both in order of a first in/first out queue and in order according to said escalation code assigned to each queued incoming text message.

2. The configurable escalation queue-sorting of a text message session according to claim 1, wherein:

said service bureau is an emergency services public safety answering point (PSAP).

3. The configurable escalation queue-sorting of a text message session according to claim 1, wherein:

said configurable escalation queue is comprised in an emergency services call server.

4. The configurable escalation queue-sorting of a text message according to claim 1, wherein:

a plurality of text messages from a common originating texting device are assigned together in a single text message session.

5. The configurable escalation queue-sorting of a text message according to claim 1, wherein:

said service bureau receives said queued incoming text messages via a text-to-teletype converter.

6. A configurable escalation queue queuing text message sessions with a service bureau, said configurable escalation queue comprising:

a queue item database table, each queued item in said queue item database table including an escalation code associated therewith; and

an escalation code database table;

wherein queued items in said queue item database table are occasionally resorted within said queued item database table based on an evaluation of said escalation code associated with each queued item.

7. A configurable escalation queue queuing text message sessions with a service bureau, said configurable escalation queue according to claim 6, wherein:

said queued items in said queue item database table are occasionally restored based on a type of queued item, and on a threshold of said queued item.

8. A configurable escalation queue for text message sessions, comprising:

means for queuing incoming text messages destined for a service bureau, at a network server;

means for assigning an escalation value to each incoming text message in an incoming text message queue, each escalation value having a type, a threshold, and a level associated therewith; and

means for occasionally resorting said queued incoming text messages both in order of a first in/first out queue and in order according to said escalation code assigned to each queued incoming text message.

9. The configurable escalation queue for text message sessions according to claim 8, wherein:

said service bureau is an emergency services public safety answering point (PSAP).

10. The configurable escalation queue for text message sessions according to claim 8, wherein:

said configurable escalation queue is comprised in an emergency services call server.

11. The configurable escalation queue for text message sessions according to claim 8, wherein:

a plurality of text messages from a common originating texting device are assigned together in a single text message session.

12. The configurable escalation queue for text message sessions according to claim 8, wherein:

said service bureau receives said queued incoming text messages via a text-to-teletype converter.