首页> 外国专利> UNIFIED VIEW OF SHORT MESSAGE SERVICE (SMS) INTERACTION HISTORY WITH OTHER CHANNEL MESSAGES BASED ON CASE IDENTIFIER IN A CUSTOMER RELATIONSHIP MANAGEMENT (CRM) APPLICATION

UNIFIED VIEW OF SHORT MESSAGE SERVICE (SMS) INTERACTION HISTORY WITH OTHER CHANNEL MESSAGES BASED ON CASE IDENTIFIER IN A CUSTOMER RELATIONSHIP MANAGEMENT (CRM) APPLICATION

机译：在客户关系管理（CRM）应用中基于案例标识符的短消息服务（SMS）交互历史与其他渠道消息的统一视图

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摘要

A method to provide a unified and integrated view of the SMS Interaction history with other channel messages (irrespective of the Interaction channel) based on Case ID (Case Identifier) in a CRM application. The method parses the incoming SMS message text for the Case Identifier. The Interaction Thread belonging to the same Case ID is retrieved from the CRM application database and the incoming SMS message is added to that Interaction Thread. The whole interaction history pertaining to the same Case ID is displayed on the CRM application user interface at one place along with latest received massage via SMS along with various other channels of communication in order to enable proper management of the customer interaction. In case there is no Interaction Thread having same Case ID, a new Interaction Thread is created and all subsequent messages are threaded to the new Interaction Thread. WO2010018556A2

机译：一种基于CRM应用程序中的案例ID（案例标识符）提供SMS交互历史记录与其他渠道消息（与交互渠道无关）的统一集成视图的方法。该方法为案例标识符解析传入的SMS消息文本。从CRM应用程序数据库检索属于同一案例ID的交互线程，并将传入的SMS消息添加到该交互线程。属于同一案例ID的整个交互历史记录都将显示在一个位置的CRM应用程序用户界面上，连同最近通过SMS收到的消息以及各种其他通信渠道一起显示，以便能够正确管理客户交互。如果没有具有相同案例ID的交互线程，则创建一个新的交互线程，并将所有后续消息都线程化到新的交互线程。 WO2010018556A2

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公开/公告号IN298626B

专利类型
公开/公告日2018-07-09

原文格式PDF
申请/专利权人
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申请/专利号IN7107/CHENP/2010
发明设计人 KARNAM HOLAL SUJAI INDIA;KAMATH NARASIMHA AMIT INDIA;SAHU KUMAR MAHESH INDIA;D GURURAJA INDIA;
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申请日2009-08-13
分类号H04W4/12;H04W4/14;H04W4/00;
国家 IN
入库时间 2022-08-21 12:51:29

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