System and methods for integrating short message service messaging with contact center applications
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.
1. A system for routing text messages, the system comprising:
a processor; and
a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to:
receive a text message from a source device;
parse the text message for identifying a mode for interacting with a contact center resource, wherein the mode is a least one of a session-less text messaging, or a session-based chat conversation;
in response to determining, based on the parsing, that the mode is the session-less text messaging, route the text message to an available agent; and
in response to determining, based on the parsing, that the mode is the session-based chat conversation:
determine a session identifier for a chat session between a customer endpoint device, and the contact center resource; and
forward, based on the session identifier, the text message to a particular agent moderating the chat session.
2. The system of claim 1 , wherein the mode is determined based on keywords or phrases in the text message.
3. The system of claim 1 , wherein the chat session is hosted by a chat server.
4. The system of claim 1 , wherein the chat session includes a session in progress.
5. The system of claim 1 , wherein the chat session includes a session created upon request.
6. The system of claim 1 , wherein the server includes an interaction server for representing the text message pending further routing.
7. The system of claim 1 , wherein the endpoint device includes a computing device and an application running on the computing device.
8. The system of claim 1 , wherein the text message is received in a proprietary protocol and is converted into a common protocol.
9. The system of claim 8 , wherein the common protocol is hypertext transport protocol (HTTP).
10. The system of claim 8 , wherein the common protocol is short message peer-to-peer (SMPP) protocol.
11. A method for routing text messages, the method comprising:
receiving, by a processor, a text message from a source device;
parsing, by the processor, the text message for identifying a mode for interacting with a contact center resource, wherein the mode is a least one of a session-less text messaging, or a session-based chat conversation;
in response to determining, based on the parsing, that the mode is the session-less text messaging, routing the text message to an available agent; and
in response to determining, based on the parsing, that the mode is the session-based chat conversation:
determining a session identifier for a chat session between a customer endpoint device, and the contact center resource; and
forwarding, by the processor, based on the session identifier, the text message to a particular agent moderating the chat session.
12. The method of claim 11 , wherein the mode is determined based on keywords or phrases in the text message.
13. The method of claim 11 , wherein the chat session is hosted by a chat server.
14. The method of claim 11 , wherein the chat session includes a session in progress, and
the method further includes routing the text message to the session in progress.
15. The method of claim 11 , wherein the chat session includes a session created upon request, and
the method further includes routing the text message to the session created upon request.
16. The method of claim 11 , wherein the server includes an interaction server for representing the text message pending further routing.
17. The method of claim 11 , wherein the endpoint device includes a computing device and an application running on the computing device.
18. The method of claim 11 , wherein the text message is received in a proprietary protocol and is converted into a common protocol.
19. The method of claim 18 , wherein the common protocol is hypertext transport protocol (HTTP).
20. The method of claim 18 , wherein the common protocol is short message peer-to-peer (SMPP) protocol.