	US 12,238,246 B2
	Call center mobile messaging
Eugene Lee Lew, Olney, MD (US); Vasileios John Gianoukos, Winchester, MA (US); and Kenneth Norman Heim, Barrington, IL (US)
Assigned to Salesforce, Inc., San Francisco, CA (US)
Filed by HEYWIRE, INC., San Francisco, CA (US)
Filed on Jun. 25, 2021, as Appl. No. 17/359,225.
Application 17/359,225 is a continuation of application No. 14/453,143, filed on Aug. 6, 2014, granted, now 11,172,067.
Application 14/453,143 is a continuation in part of application No. 13/803,331, filed on Mar. 14, 2013, granted, now 9,271,129, issued on Feb. 23, 2016.
Application 13/803,331 is a continuation in part of application No. 13/441,105, filed on Apr. 6, 2012, abandoned.
Application 13/803,331 is a continuation in part of application No. 13/111,109, filed on May 19, 2011, granted, now 8,918,085, issued on Dec. 23, 2014.
Application 13/441,105 is a continuation in part of application No. 12/535,323, filed on Aug. 4, 2009, granted, now 8,694,031, issued on Apr. 8, 2014.
Claims priority of provisional application 61/137,918, filed on Aug. 5, 2008.
Claims priority of provisional application 61/164,705, filed on Mar. 30, 2009.
Prior Publication US 2022/0417361 A1, Dec. 29, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. H04W 4/00 (2018.01); H04M 3/51 (2006.01); H04W 4/14 (2009.01)

CPC H04M 3/5183 (2013.01) [H04W 4/14 (2013.01)]

22 Claims

1. A computer-implemented method for enabling a call center interface to communicate with a mobile device via electronic message communication, the computer-implemented method comprising:

establishing a secure connection between an external platform and a call center interface;

identifying an existing call center telephone number used for telephone support;

registering the existing call center telephone number

in a database accessible by a Short Message Service Center (SMSC) with access to a global Short Message Service (SMS) network, and

into at least one industry white list for exception processing of call center interface characteristic traffic patterns;

receiving an electronic message from the mobile device directed to the existing call center number, routed through a mobile device carrier of the mobile device, through the global SMS network and through the external platform to the call center interface;

providing delivery of the electronic message from the mobile device to a Customer Service Representative (CSR) workstation; and

providing a communications channel to and interfacing with a call center interface routing switch and a window on a CSR screen that enables interface to electronic message threads directed through the call center interface routing switch.