Rapid assignment dynamic ownership queue

摘要

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.

主权项

1. A method for rapid assignment dynamic ownership queuing of a text message session, comprising:
queuing incoming text messages destined for a service bureau, at a network server, wherein each text message is stored as a queue item in a queue item table in one or more databases; providing simultaneous access to any one text message of said queued incoming text messages to a plurality of operator terminals at said service bureau; generating a given work entry in a work entry table in said one or more databases in response to a given acting terminal of said plurality of operator terminals having completed a given action in service to a particular text message of said incoming text messages, wherein said work entry includes:
a queue item key identifying a given queue item assigned to said particular text message in said queue item table; andan operator key identifying said given acting terminal, wherein said given work entry indicates that said given acting terminal has ownership of said particular text message; and generating another work entry in said work entry table in response to another acting terminal of said plurality of operator terminals having completed another action in service to said particular text message, wherein generation of said other work entry re-assigns ownership of said particular text message from said given acting terminal to said other acting terminal.