Determining Presence for Transaction Routing
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.
29 Citations
18 Claims
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1-10. -10. (canceled)
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11. A system for aiding interaction routing, comprising:
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a data repository storing information about potential destinations for an interaction, including at least identity and availability; and
an interaction application;
wherein the interaction application, in response to a request for an interaction, compiles a list of available destinations, based on the information stored. - View Dependent Claims (12, 13)
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14. A data repository, comprising:
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data regarding potential destinations for an interaction, including at least identity and availability; and
an interface coupling the repository via a network to a source of information regarding potential destinations;
wherein identity and availability are updated over the network. - View Dependent Claims (15)
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16. A method for interaction routing, comprising steps of:
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(a) storing information regarding potential destinations for an interaction in a data repository, the information including at least identity and availability;
(b) receiving a request for an interaction;
(c) compiling a list of available destinations for the interaction, based on the information in the data repository. - View Dependent Claims (17, 18)
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Specification