Call center A2P-to-P2P message routing conversion
AssigneeHeyWire, Inc.
InventorEugene Lee Lew
Life of this patent
Estimating the term…
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.
Claims19
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.
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.
Dependencies are inferred from the claim text.