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System and method for analyzing messages and initiating communication sessions

  • US 10,034,319 B2
  • Filed: 12/28/2016
  • Issued: 07/24/2018
  • Est. Priority Date: 04/20/2005
  • Status: Active Grant
First Claim
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1. A computer-implemented method, comprising:

  • receiving, on a computing device, a telephone call;

    identifying a calling number and a called number associated with the telephone call, wherein the calling number is associated with a calling device making the telephone call;

    using the called number to determine an entity from a plurality of entities, wherein one or more agents are associated with the entity, and wherein an agent is associated with a device;

    accessing availability status data associated with the plurality of entities, wherein agents are associated with the plurality of entities, and wherein availability status data includes information indicating an availability status of the agents to participate in a communication session;

    obtaining availability status data associated with the determined entity, wherein the availability status data includes information indicating an availability status of the one or more agents to participate in a communication session with the calling device;

    using the availability status data associated with the determined entity to determine that an agent associated with the determined entity is available to participate in a communication session;

    using the calling number to determine whether the calling device is a mobile device; and

    providing an alert when the calling device is determined to be a mobile device, wherein the alert includes an option to initiate a mobile text message communication session between a device associated with the available agent and the calling device.

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