Rapid assignment dynamic ownership queue
View Patent ↗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.
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; and
an 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.
2. The method for rapid assignment dynamic ownership queuing of a text message session according to claim 1 , wherein:
said service bureau is an emergency services public safety answering point (PSAP).
3. The method for assignment dynamic ownership queuing of a text message session according to claim 1 , wherein:
said rapid assignment dynamic ownership queuing is comprised in an emergency services call server.
4. The method for rapid assignment dynamic ownership queuing of a text message session according to claim 1 , wherein:
a subset of said plurality of text messages that are each from a common originating texting device are assigned together in a single text message session.
5. The method for rapid assignment dynamic ownership queuing of a text message session according to claim 1 , wherein:
said given acting terminal communicates with said network server via a text-to-teletype converter.
6. A system for a rapid assignment dynamic ownership queue for text message sessions, comprising:
means for 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;
means for providing simultaneous access to any one text message of said queued incoming text messages to a plurality of operator terminals at said service bureau;
means for generating a given work entry in a work entry table in said one or more databases in response to to a given acting terminal of said plurality of operator terminals having completed an action in service to a particular text message of said incoming text message, wherein said given work entry includes:
a queue item key identifying a given queue item assigned to said particular text message in said queue item table; and
an 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
means for 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.
7. The system for rapid assignment dynamic ownership queue for text message sessions according to claim 6 , wherein:
said service bureau is an emergency services public safety answering point (PSAP).
8. The system for rapid assignment dynamic ownership queue for text message sessions according to claim 6 , wherein:
said rapid assignment dynamic ownership queuing is comprised in an emergency services call server.
9. The system for rapid assignment dynamic ownership queue for text message sessions according to claim 6 , wherein:
said given acting terminal communicates with said network server via a text-to-teletype converter.
10. The system rapid assignment dynamic ownership queue for text message sessions according to claim 6 , wherein:
the particular text message comprises a plurality of text messages from a common originating texting device.