System and methods for integrating short message service messaging with contact center applications
US10097689B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Sep 30, 2016 |
| Grant date | Oct 9, 2018 |
| Priority date | — |
| Expiry date | Sep 30, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W88/16
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.