Message centre call handling

• US 8,509,828 B2
• Filed: 03/20/2008
• Issued: 08/13/2013
• Est. Priority Date: 03/20/2008
• Status: Expired due to Fees

• Current Assignee: Data Health Systems Limited
• Original Assignee: Data Health Systems Limited
• Inventors: Smith, Bryan Leslie, Scholz, Kurt Laurence
• Primary Examiner(s): Zewdu, Meless N
• Assistant Examiner(s): Chang, Jean
• Application Number:
  US12/933,501
• Publication Number:
  US 20110070868A1
• Time in Patent Office: 1,972 Days
• Field of Search: 455/466, 455/413, 455/412.1, 379/45, 379/265.09
• US Class Current: 455/466
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 51/226 Delivery according to priorities
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication
• CPC Class Codes: H04L 67/61 taking into account QoS or priority requirements
• CPC Class Codes: H04M 11/007 with remote control systems remote control in general G08C
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A text message application server capable of prioritizing incoming SMS messages and passing them to operators for a response, the operators interacting with the application server via the internet. The application server can handle multiple different called numbers, or messages with different identifying words in the message and can prioritize the messages on the basis of the message content.

Claims

1. A short message service or multimedia message service message call center for responding to digitally recorded messages received from callers, the call center comprising:

a message recording database recording at least a called number, a calling number, a text message, and a message status;

a message parser identifying the text message on the basis of at least the called number and a presence or absence of at least one known text string in the text message;

a message prioritizer prioritizing messages for attention by an operator on the basis of the parsed results and any previous calls from the same called number or calling person; and

a message relayer relaying messages to the operator for reply to the text message.

2. The message call center as claimed in claim 1, wherein a client identifier for the calling person is recorded.

3. The message call center as claimed in claim 2, wherein the message parser identifies messages as relating to separate message queues on the basis of at least one of the called number, the client identifier or the message content.

4. The message call center as claimed in claim 3, wherein a queue server allocates operators to message queues.

5. The message call center as claimed in claim 1, wherein the message parser recognizes character patterns in the text message for storage with the text message in the message recording database.

6. The message call center as claimed in claim 5, wherein the character pattern recognized is that of a telephone number.

7. The message call center as claimed in claim 1, wherein the message relayer provides an alert if a reply has not issued within a set time.

8. The message call center as claimed in claim 1, wherein an automatic message is sent to indicate when the calling person is advancing in a reply queue.

9. The message call center as claimed in claim 1, wherein an automatic call is sent on the basis of the parsed text message content.

10. The message call center as claimed in claim 1, wherein the call center handles and collates, against a single caller, messages in short message service, multimedia message service, email and telephone formats.

11. The message call center as claimed in claim 1, wherein the message status indicates whether or not the text message is under action by an operator, and the message prioritizer prioritizes unactioned messages.

12. The message call center as claimed in claim 1, wherein a client identifier for the calling person is recorded, and the message parser identifies messages as relating to separate message queues on the basis of at least the client identifier.