Routing emails to a plurality of agents
7 Assignments
0 Petitions
Accused Products
Abstract
An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
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Citations
21 Claims
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1-10. -10. (canceled)
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11. A system for routing an electronic mail (e-mail) to a plurality of agents having specific skill sets within a variety of possible skill sets, the system comprising:
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an e-mail server adapted to receive said e-mail from a sender;
an information extractor for extracting information from said email;
a router; and
a data repository accessible to the router and storing skill sets of said agents;
wherein said router selects the plurality of agents for routing the email by matching stored information about the specific skill sets with portions of information extracted from said email. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A method for routing an electronic mails (e-mail) to a plurality of agents, comprising steps of:
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(a) receiving said e-mail from a sender at an e-mail server;
(b) extracting information from the email;
(c) matching said extracted information with recorded skill sets of a plurality of agents in a data repository; and
(d) routing the email to a plurality of agents indicated by the matching step (c). - View Dependent Claims (21)
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Specification