System for routing electronic mails

• US 5,765,033 A
• Filed: 02/06/1997
• Issued: 06/09/1998
• Est. Priority Date: 02/06/1997
• Status: Expired due to Term

• Current Assignee: Alcatel-Lucent SA (Nokia Corporation)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Miloslavsky, Alec
• Primary Examiner(s): Coleman, Eric
• Assistant Examiner(s): Monestime, Mackly
• Application Number:
  US08/795,680
• Time in Patent Office: 488 Days
• Field of Search: 395/200.36, 395/200.37, 395/200.3
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service
• CPC Class Codes: H04M 7/128 Details of addressing, directories or routing tables
• CPC Class Codes: H04N 7/148 Interfacing a video terminal to a particular transmission medium, e.g. ISDN
• CPC Class Codes: H04N 7/15 Conference systems

Abstract

A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receiving the e-mail from a sender, an information extractor for extracting relevant information from the e-mail, and a router for routing the e-mail. The system contains a database for storing information related to all persons who can answer e-mails. The system also contains a server for storing the history of all activities in the system. The router can make routing decisions based on the information stored in the database and the server.

Claims

1. A system for routing electronic mail (e-mail) to one of a plurality of support persons in a processing center, each of said support persons having a skill set suitable for responding to a certain type of e-mails, the system comprising:

an e-mail server for receiving said e-mail from a sender;

an information extractor adapted for extracting relative information from said e-mail; and

a router for routing said e-mail to a selected one of said support persons based on said skill set and said extracted information;

wherein the system is adapted to further process said e-mail in the event the support person to which the e-mail is first routed does not respond to the e-mail within a pre-programmed time interval.

2. The system of claim 1 further comprising a server for recording activity of said processing center, and wherein said routing performed by said router uses said recorded activity in said server in making routing decisions.

3. The system of claim 2 wherein said activity includes number of e-mails processed by said selected support person and number of e-mails waiting to be processed by said selected person.

4. The system of claim 1 further comprising a database for storing information on said plurality of support persons in said center, including the skill sets of the support persons and wherein said router uses said stored information in said data base in making routing decisions.

5. The system of claim 4 wherein said database further stores information about said sender, and said router further uses said sender information in said database in making routing decisions.

6. The system of claim 4 wherein prior contacts between said support persons and senders of said e-mail are stored in the database, and said routing performed by said router uses said stored information about prior contacts in making routing decisions.

7. The system of claim 1 wherein said extractor comprises plural extraction algorithms.

8. The system of claim 7 wherein different extraction algorithms may be selected from among the plurality of extraction algorithms.

9. The system of claim 1 further comprising a parser, wherein said information extractor directs said parser to search for keywords in said e-mail.

10. The system of claim 1 wherein said information extractor extracts one or more e-mail addresses from said e-mail.

11. The system of claim 1 wherein said information extractor extracts a time stamp related to said e-mail.