Patent ID: 11916974
Assignee: 8×8, INC.
Field: Digital communication (Electrical engineering)
Classification: CPC H | IPC H

Claim 13:
14. A non-transient computer-readable storage medium having instructions embodied thereon, the instructions being executable by one or more processors to perform a method for providing interoperability for advanced messaging features between rich communication service (RCS) and proprietary messaging platforms, the method comprising:
registering a user of a messaging platform with an external network, the messaging platform including a proprietary messaging service, the external network including at least one of a short messaging service network or a communication services network;
associating the user with an identifier of the external network, the identifier including at least one of a direct-inward-dial web domain or web address;
configuring an adapter to receive notifications, in the form of one or more of messages delivery, messages read, presence changes and typing activity, from the identifier of the external network via a subscription;
receiving, via the adapter at the messaging platform, the notifications addressed to the identifier of the external network based on the subscription; and
determining an engagement score based on one or more interactions of the user and on a prioritization effort for interactions to be handled by a contact center agent.