No Responders Online
1 Assignment
0 Petitions
Accused Products
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. A No Responders Online feature can indicate if all terminal devices are “offline”.
1 Citation
30 Claims
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1-10. -10. (canceled)
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11. A rapid re-assignment text message session manager server, comprising:
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a text message queue providing simultaneous access to any one of a plurality of text messages within said text message queue by any of a plurality of operator terminals; and a text message session manager to self-assign initial ownership of a first text message within said text message queue, as a result of a first acting one of said plurality of operator terminals to complete an action in service to said first text message within said text message queue, and to self-reassign ownership of said first text message to a second acting one of said plurality of operator terminals to subsequently complete another action in service to said first text message; wherein at least said first text message in said text message queue is assigned an escalation code to escalate action on said first text message regardless of position within said text message queue. - View Dependent Claims (12, 13, 14, 15)
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16. A method of rapidly re-assigning ownership for text messages in a text message queue, comprising:
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queuing a plurality of text messages in a text message queue; providing simultaneous access to any one of said queued plurality of text messages within said text message queue by any of a plurality of operator terminals; self-assigning initial ownership of a first text message within said text message queue, as a result of a first acting one of said plurality of operator terminals to complete an action in service to said first text message within said text message queue; assigning an escalation code to escalate action on said first text message regardless of position within said text message queue; and self-reassigning ownership of said first text message to a second acting one of said plurality of operator terminals to subsequently complete another action in service to said first text message. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24)
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25. Apparatus for rapidly re-assigning ownership for text messages in a text message queue, comprising:
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means for queuing a plurality of text messages in a text message queue; means for providing simultaneous access to any one of said queued plurality of text messages within said text message queue by any of a plurality of operator terminals; means for self-assigning initial ownership of a first text message within said text message queue, as a result of a first acting one of said plurality of operator terminals to complete an action in service to said first text message within said text message queue; means for assigning an escalation code to escalate action on said first text message regardless of position within said text message queue; and means for self-reassigning ownership of said first text message to a second acting one of said plurality of operator terminals to subsequently complete another action in service to said first text message. - View Dependent Claims (26, 27, 28, 29, 30)
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Specification