No responders online

• US 9,307,372 B2
• Filed: 03/19/2013
• Issued: 04/05/2016
• Est. Priority Date: 03/26/2012
• Status: Active Grant

• 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.
• Primary Examiner(s): Nguyen, David Q
• Application Number:
  US13/847,237
• Publication Number:
  US 20130267189A1
• Time in Patent Office: 1,113 Days
• Field of Search: 455/404.1, 455/404.2, 455/521, 455/414.4, 455/466, 379/37
• US Class Current: 1/1
• CPC Class Codes: H04L 47/801 Real time traffic
• CPC Class Codes: H04M 1/72418 for supporting emergency services
• CPC Class Codes: H04M 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
• CPC Class Codes: H04W 4/90 Services for handling of emergency or hazardous situations, e.g. earthquake and tsunami warning systems [ETWS]

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”.

Claims

1. A rapid re-assignment text message session manager server, comprising:

a text message queue providing simultaneous access to any one text message within said text message queue by a plurality of operator terminals; and

a text message session manager to self-assign initial ownership of said one 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 one text message within said text message queue, and to self-reassign ownership of said one text message within said text message queue to a second acting one of said plurality of operator terminals to subsequently complete another action in service to said one text message within said text message queue.

2. The rapid re-assignment text message session manager server according to claim 1, wherein said text message queue comprises:

a plurality of emergency text messages.

3. The rapid re-assignment text message session manager server according to claim 1, wherein:

said one text message within said text message queue is an oldest one within said text message queue.

4. The rapid re-assignment text message session manager server according to claim 1, wherein:

said text message queue is a configurable escalation queue having an escalation code assigned to each queued text message within said text message queue, regardless of position within said text message queue.

5. The rapid re-assignment text message session manager server according to claim 1, wherein:

said self-reassigned ownership is performed without an administrator terminal performing said reassigned ownership.

6. A method of rapidly re-assigning ownership for text messages in a text message queue, comprising:

queuing a plurality of text messages in a text message queue;

providing simultaneous access to any one of said plurality of text messages within said text message queue, to a plurality of operator terminals;

self-assigning initial ownership of a given one of said plurality of text messages 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 given one of said plurality of text messages within said text message queue; and

self-reassigning ownership of said given one of said plurality of text messages within said text message queue, as a result of a second acting one of said plurality of operator terminals to subsequently complete another action in service to said given one text message within said text message queue.

7. The method of rapidly re-assigning ownership for text messages in a text message queue according to claim 6, wherein said text message queue comprises:

a plurality of emergency text messages.

8. The method of rapidly re-assigning ownership for text messages in a text message queue according to claim 6, wherein:

said given one text message within said text message queue is an oldest one within said text message queue.

9. The method of rapidly re-assigning ownership for text messages in a text message queue according to claim 6, wherein:

said text message queue is a configurable escalation queue having an escalation code assigned to each queued text message within said text message queue, regardless of position within said text message queue.

10. The method of rapidly re-assigning ownership for text messages in a text message queue according to claim 6, wherein:

said self-reassigned ownership is performed without an administrator terminal performing said reassigned ownership.

11. Apparatus for rapidly re-assigning ownership for text messages in a text message queue, comprising:

means for queuing a plurality of text messages in a text message queue;

means for providing simultaneous access to any one of said plurality of text messages within said text message queue, to a plurality of operator terminals;

means for self-reassigning initial ownership of a given one of said plurality of text messages 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 given one of said plurality of text messages within said text message queue; and

means for self-reassigning ownership of said given one of said plurality of text messages within said text message queue, as a result of a second acting one of said plurality of operator terminals to subsequently complete another action in service to said given one text message within said text message queue.

12. The apparatus for rapidly re-assigning ownership for text messages in a text message queue according to claim 11, wherein said text message queue comprises:

a plurality of emergency text messages.

13. The apparatus for rapidly re-assigning ownership for text messages in a text message queue according to claim 11, wherein:

said given one text message within said text message queue is an oldest one within said text message queue.

14. The apparatus for rapidly re-assigning ownership for text messages in a text message queue according to claim 11, wherein:

said text message queue is a configurable escalation queue having an escalation code assigned to each queued text message within said text message queue, regardless of position within said text message queue.

15. The apparatus for rapidly re-assigning ownership for text messages in a text message queue according to claim 11, wherein:

said self-reassigned ownership is performed without an administrator terminal performing said reassigned ownership.