IP Library Granted Patent US 8,718,690
Granted Patent B2
US 8,718,690 · App. 13/537,681 · Granted May 6, 2014

System and methods for integrating short message service messaging with contact center applications

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Quick Facts
Patent No.
US 8,718,690
App. No.
13/537,681
Granted
May 6, 2014
Kind
B2
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.

Claims (13)

1. A short message service (SMS) routing method, comprising:

receiving SMS message streams by a first node from multiple sources operating variant protocols;

multiplexing the multiple streams into a single message stream in a common protocol;

receiving the single message stream by a gateway server coupled to the first node;

forwarding individual ones of the messages in the single message stream to individual ones of a plurality of connected servers; and

routing individual messages from individual ones of the plurality of servers to individual ones of a plurality of network-supported endpoint devices.

2. The method of claim 1 wherein the multiple sources include one or more short message service centers (SMSCs) and one or more mobile network modems.

3. The method of claim 1 wherein the universal protocol is hypertext transport protocol (HTTP).

4. The method of claim 1 wherein the universal protocol is short message peer-to-peer (SMPP) protocol.

5. The method of claim 1 wherein one or more of the connected servers are chat servers and the endpoints include chat sessions.

6. The method of claim 5 wherein the chat sessions include sessions in progress and sessions created upon request.

7. The method of claim 1 wherein the connected servers include at least one interaction server for representing SMS message events pending further routing.

8. The method of claim 7 wherein the endpoint devices include computing devices and the endpoints are applications running on the computing devices.

Assignments (8)
NOTICE OF SUCCESSION OF SECURITY INTERESTS AT REEL/FRAME 040815/0001 Recorded Feb 3, 2025
From: BANK OF AMERICA, N.A., AS RESIGNING AGENT
To: GOLDMAN SACHS BANK USA, AS SUCCESSOR AGENT
Reel/Frame 070498/0001 →
CHANGE OF NAME Recorded Jun 7, 2024
From: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
To: GENESYS CLOUD SERVICES, INC.
Reel/Frame 067651/0894 →
CORRECTIVE RELEASE FOR SECURITY INTEREST IN PATENTS ORIGINALLY RECORDED AT REEL/FRAME (029778/0939) Recorded Feb 27, 2017
From: JPMORGAN CHASE BANK, N.A., AS SUCCESSOR TO THE ORIGINAL COLLATERAL AGENT GOLDMAN SACHS BANK USA
To: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.; ANGEL.COM INCORPORATED; UTOPY, INC.; SOUNDBITE COMMUNICATIONS, INC.
Reel/Frame 041821/0209 →
SECURITY AGREEMENT Recorded Dec 5, 2016
From: GENESYS TELECOMMUNICATIONS LABORATORIES, INC., AS GRANTOR; ECHOPASS CORPORATION; INTERACTIVE INTELLIGENCE GROUP, INC.; BAY BRIDGE DECISION TECHNOLOGIES, INC.
To: BANK OF AMERICA, N.A., AS COLLATERAL AGENT
Reel/Frame 040815/0001 →
PATENT RELEASE (REEL:031644/FRAME:0814) Recorded Dec 2, 2016
From: JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT
To: GENESYS TELECOMMUNICATIONS LABORATORIES, INC., AS GRANTOR; ANGEL.COM INCORPORATED; UTOPY, INC.; SOUNDBITE COMMUNICATIONS, INC.
Reel/Frame 040798/0428 →
SECURITY AGREEMENT Recorded Nov 15, 2013
From: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.; ANGEL.COM INCORPORATED; UTOPY, INC.; SOUNDBITE COMMUNICATIONS, INC.
To: JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT
Reel/Frame 031644/0814 →
ASSIGNMENT OF ASSIGNOR'S INTEREST Recorded Aug 20, 2013
From: ANISIMOV, NIKOLAY; PETROVYKH, YEVGENIY; BELOV, SERGEY B.; SCOTT, MARK
To: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
Reel/Frame 031039/0522 →
SECURITY AGREEMENT Recorded Feb 8, 2013
From: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
To: GOLDMAN SACHS BANK USA
Reel/Frame 029778/0939 →