Call center A2P-to-P2P message routing conversion

• US 9,854,415 B2
• Filed: 04/30/2015
• Issued: 12/26/2017
• Est. Priority Date: 04/30/2015
• Status: Active Grant

• Current Assignee: HeyWire, Inc. (Salesforce.com, Inc.)
• Original Assignee: HeyWire, Inc. (Salesforce.com, Inc.)
• Inventors: Lew, Eugene Lee
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US14/700,325
• Publication Number:
  US 20160323725A1
• Time in Patent Office: 971 Days
• Field of Search: 37926501-26514, 37926601-2661, 379309, 37920101-20112, 709206
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04M 2203/406 Rerouting calls between call centers
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• 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: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

Abstract

A method and system enables converting Application-to-Person (A2P) messaging to Person-to-Person (P2P) messaging. Customer replies to short code A2P messages are diverted to alternate destinations in an enterprise. Enterprise destinations include call center operations and data enabled devices in various departments in an enterprise. Information collected from the reply messages can be used to determine the appropriate destination and can be used to analyze support and marketing statistics.

Claims

1. A computer-implemented method for converting enterprise messaging, the method comprising:

registering at least one enterprise origin identity in a messaging hub;

provisioning at least one alternate destination device comprising;

registering the at least one alternate destination device in the messaging hub; and

associating the at least one alternate destination device with the at least one enterprise origin identity;

establishing a connection between the messaging hub and a message interface;

sending an application to person (A2P) message;

receiving a reply message to the sent A2P message, directed to the enterprise origin identity;

determining an alternate destination for the reply message;

diverting the reply message to the at least one alternate destination device;

wherein the reply message is one of;

an SMS message; and

an MMS message;

wherein the message interface is an SMS interface including at least one of;

an SMS/MMS Gateway;

an IP messaging Gateway; and

an SMSC/MMSC; and

storing an association between a telephone number of the origin of the diverted reply message and the alternate destination.

2. The method of claim 1, wherein registering the at least one alternate destination device comprises:

determining a type of alternate destination device; and

storing addressing information for the alternate destination device.

3. The method of claim 1, wherein the enterprise origin identity comprises one of:

a Short Code;

a Long Code;

a telephone number; and

a string of alphanumeric characters used as an origin of a message.

4. The method of claim 1, wherein the at least one alternate destination device is a call center interface and further comprising establishing a secure connection between the messaging hub and the call center interface.

5. The method of claim 4, wherein diverting the reply message comprises diverting the reply message to the call center interface.

6. The method of claim 4, wherein the call center interface is an enterprise customer relationship management system of a call center.

7. The method of claim 1, wherein the at least one alternate destination device is a data enabled device and further comprising establishing a secure IP connection between the messaging hub and the data enabled device.

8. The method of claim 1, wherein determining an alternate destination for the reply message comprises:

scanning the reply message;

extracting key words from the reply message; and

determining the alternate destination based on the extracted key words.

9. The method of claim 1, wherein determining an alternate destination for the reply message comprises:

scanning the reply message;

determining one of;

a geographical origin of the reply message;

a carrier origin parameter of the reply message; and

determining a time parameter of the reply message; and

determining the alternate destination based on one of;

the geographical origin of the reply message;

the carrier origin parameter of the reply message; and

the time parameter of the reply message.

10. The method of claim 1 further comprising using the stored association for diverting additional messages received from the origin of the diverted reply message thereby converting an A2P conversation to a person to person (P2P) conversation in the message hub.

11. The method of claim 1, wherein the reply to the A2P message is a reply to an A2P message sent via one of

a Short Code;

and

a Long Code.

12. The method of claim 1, wherein determining an alternate destination for the reply message comprises:

scanning the reply message;

determining a source including telephone number of the reply message;

accessing additional information about the source; and

determining an alternate destination based on the additional information.

13. The method of claim 12, wherein determining an alternate destination based on the additional information comprises deleting the reply message.

14. The method of claim 12 further comprising:

using the stored association to divert additional messages from the source.

15. The method of claim 1, further comprising filtering the reply message with a filter.

16. The method of claim 15, wherein the filter is a spam filter.

17. The method of claim 15, wherein the filter is a language filter.

18. The method of claim 1, further comprising:

stripping an origin from the at least one reply message;

storing the at least one origin stripped reply message; and

performing data analysis on the at least one stored origin stripped reply message.

19. A non-transitory computer readable storage medium, comprising executable instructions, which when executed by a computer, cause the computer to:

register at least one enterprise origin identity in a messaging hub;

provision at least one alternate destination device comprising;

registering the at least one alternate destination device in the messaging hub; and

associating it with the at least one enterprise origin identity;

establish a connection between the messaging hub and an SMS interface;

send an application to person (A2P) message;

receive a reply message to the sent A2P message, directed to the enterprise origin identity;

determine an alternate destination for the reply message;

divert the reply message to the at least one alternate destination device;

wherein the reply message is one of;

an SMS message; and

an MMS message;

wherein the message interface is an SMS interface including at least one of;

an SMS/MMS Gateway;

an IP messaging Gateway; and

an SMSC/MMSC; and

store an association between a telephone number of the origin of the diverted reply message and the alternate destination.