Method of processing E-mail in an automatic call distributor
First Claim
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1. A method of processing an E-mail message sent under a free-form format to an automatic call processor, such method comprising the steps of:
- scanning the E-mail message sent under the free-form format to determine a telephone number of a sender of the E-mail message;
setting-up a call connection between the automatic call distributor and sender of the E-mail message based upon the determined telephone number; and
concurrently delivering the call connection and E-mail message to an agent of the call distributor.
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Abstract
A method and apparatus are provided for processing an E-mail message in an automatic call processor. The method includes the steps of determining a telephone number of a sender of the E-mail message, setting-up a call connection between the automatic call distributor and sender of the E-mail message based upon the determined telephone number and delivering the call connection to an agent of the call distributor.
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Citations
25 Claims
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1. A method of processing an E-mail message sent under a free-form format to an automatic call processor, such method comprising the steps of:
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scanning the E-mail message sent under the free-form format to determine a telephone number of a sender of the E-mail message;
setting-up a call connection between the automatic call distributor and sender of the E-mail message based upon the determined telephone number; and
concurrently delivering the call connection and E-mail message to an agent of the call distributor. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. Apparatus for processing an E-mail message sent under a free-form format to an automatic call processor, such apparatus:
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means for scanning the E-mail message sent under the free-form format to determine a telephone number of a sender of the E-mail message;
means for setting-up a call connection between the automatic call distributor and sender of the E-mail message based upon the determined telephone number; and
means for concurrently delivering the call connection and E-mail message to an agent of the call distributor. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. Apparatus for processing an E-mail message sent under a free-form format to an automatic call processor, such apparatus:
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a message processor adapted to scan the E-mail message sent under a free-form format to determine a telephone number of a sender of the E-mail message;
a call connection processor adapted to set-up a call connection between the automatic call distributor and sender of the E-mail message based upon the determined telephone number; and
a switch of the automatic call distributor adapted to deliver the call connection to an agent of the call distributor, said message processor being further adapted to deliver the E-mail message to the agent concurrently with delivery of the call connection. - View Dependent Claims (22, 23, 24, 25)
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Specification