No responders online

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. A No Responders Online feature can indicate if all terminal devices are “offline”.

主权项

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.