Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center

• US 6,581,105 B2
• Filed: 11/18/1999
• Issued: 06/17/2003
• Est. Priority Date: 10/25/1995
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Torba, Dmitry A., Deryugin, Vladimir N., Turovsky, Oleg, Goecke, Jason, Miloslavsky, Alec, Neyman, Igor
• Primary Examiner(s): Lim, Krisna
• Assistant Examiner(s): Kupstas, Tod A
• Application Number:
  US09/443,146
• Publication Number:
  US 20020019846A1
• Time in Patent Office: 1,307 Days
• Field of Search: 709/229, 709/204, 709/205, 709/227, 709/238, 709/226, 379/93.12, 379/93.09
• US Class Current: 709/238
• CPC Class Codes: G06F 11/10 Adding special bits or symbols to the coded information, e.g. parity check, casting out 9's or 11's
• CPC Class Codes: G06F 11/1008 in individual solid state devices G06F11/1004 takes precedence
• CPC Class Codes: G06F 11/2215 to test error correction or detection circuits
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G11B 20/1833 by adding special lists or symbols to the coded information G11B20/1806, G11B20/1866 take precedence
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 65/1053 IP private branch exchange [PBX] functionality entities or arrangements circuit switched PBXs H04M3/00
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04L 65/80 Responding to QoS
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42323 : PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 : Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5125 : with remote located operators
• CPC Class Codes: H04M 3/5141 : Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5158 : in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 : Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 : interacting with the Internet
• CPC Class Codes: H04M 3/523 : with call distribution or queueing
• CPC Class Codes: H04M 3/5232 : Call distribution algorithms
• CPC Class Codes: H04M 3/5233 : Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 : Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5307 : for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/00 : Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/0003 : Interconnection between telephone networks and data networks
• CPC Class Codes: H04M 7/0006 : where voice calls cross both networks
• CPC Class Codes: H04M 7/0009 : where voice calls remain entirely in the telephone network
• CPC Class Codes: H04M 7/003 : Click to dial services
• CPC Class Codes: H04M 7/006 : Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• 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
• CPC Class Codes: H04Q 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13106 : Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13141 : Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13175 : Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13299 : Bus
• CPC Class Codes: H04Q 2213/13337 : Picturephone, videotelephony
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking
• CPC Class Codes: H04Q 3/62 : for connecting to private branch exchanges
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber
• CPC Class Codes: Y10S 370/901 : Wide area network
• CPC Class Codes: Y10S 379/90 : Internet, e.g. Internet phone, webphone, internet-based telephony

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.

Claims

1. A system for routing an electronic mail (e-mail) to one of a plurality of support persons in a processing center, each of said support persons having a specific skill set from a variety of possible skill sets, the system comprising:

an e-mail server receiving said e-mail from a sender, the email being non-proprietary to the system, and of any format having a message body;

an information extractor for extracting information from said e-mail;

a router; and

a database accessible to the router and storing skill sets of said support persons;

wherein, in extracting information from the e-mail the extractor parses the message body of the e-mail, as originally authored by the sender, for keywords and phrases, and said router selects said one of a plurality of support persons by matching stored information about said specific skill sets with portions of parsed keywords and phrases from said e-mail and routes said e-mail to one of the plurality of said support persons according to the matched information.

2. The system of claim 1 further comprising a statistics server (stat-server) recording activities of said processing center, and wherein said routing performed by said router further uses said recorded activity in said stat-server.

3. The system of claim 2 wherein routing of e-mails to selected support persons is load-balanced based on recorded activity stored in said stat-server.

4. The system of claim 1 wherein an overload threshold is set for number of e-mails to be routed, and senders of e-mails are notified of a possible delay when the threshold is exceeded.

5. The system of claim 1 wherein said database further stores information on senders of e-mails, and routing performed by said router further uses said stored information on senders of e-mails.

6. The system of claim 5 wherein said database stores information about prior relationships of support persons and e-mail senders, and said router uses said relationship information in routing decisions.

7. The system of claim 1 wherein a time limit for response to e-mails by said support persons is set, and wherein e-mails not answered within said time limit are rerouted to other support persons.

8. The system of claim 1 wherein said information extractor comprises plural and selectable extraction algorithms.

9. A method for routing electronic mails (e-mails) in a processing center having a plurality of support persons, comprising steps of:

(a) receiving e-mails at an e-mail server in the processing center, the emails being non-proprietary to the processing center, and of any format having a message body;

(b) extracting information from the e-mails, by parsing the message body of the e-mail, as originally authored by the sender, for keywords or phrases;

(c) matching extracted information with skill sets of support persons;

(d) selecting specific support persons to receive said e-mails based on results of the matching step (c); and

(e) sending said e-mails to said selected support persons.

10. A system for routing and re-routing an electronic mail (e-mail) to a selected one of support persons in a processing center, comprising:

an e-mail server receiving said e-mail from a sender, the email being non-proprietary to the system, and of any format having a message body;

a router for selecting the one of said support persons to receive said e-mail, said router imposing a predetermined time for response to the e-mail by the selected support person; and

an extractor for extracting information from e-mails by parsing the message body of the e-mail, as originally authored by the sender, for keywords and phrases;

wherein said router sends said e-mail to a selected support person, based on matches between stored data relating to skill sets of support persons and said information extracted from said e-mails, and, in the event a response is not made in the predetermined time, sends the same e-mail to a different one of the support persons.

11. The system of claim 10 further comprising a statistics server (stat-server) recording activities of said processing center, and wherein said routing performed by said router further uses said recorded activity in said stat-server in selecting support persons to receive e-mails.

12. The system of claim 11 wherein routing of e-mails to selected support persons is load-balanced based on recorded activity stored in said stat-server.

14. The system of claim 10 further comprising a database for storing information on senders of e-mails, and routing performed by said router further uses said stored information on senders of e-mails in selecting support persons to receive said e-mails.

15. The system of claim 14 wherein said database stores information about prior relationships of support persons and e-mail senders, and said router uses said relationship information in routing decisions.

16. The system of claim 14 wherein said information extractor comprises plural and selectable extraction algorithms.

17. The system of claim 16 wherein one of the extraction algorithms includes a parser, and wherein said one of the extraction algorithms uses the parser to search for keywords in said e-mail.

13. The system of 10 claim wherein an overload threshold is set for number of e-mails to be routed, and senders of e-mails are notified of a possible delay when the threshold is exceeded.

18. A method for routing electronic mails (e-mails) in a processing center having a plurality of support persons, comprising steps of:

(a) receiving e-mails from a sender at an e-mail server in the processing center, the emails being non-proprietary to the processing center, and of any format having a message body;

(b) extracting information from the email by parsing the message body of the email, authored by the sender, for keywords or phrases;

(c) selecting specific support persons to receive said e-mails, by matching extracted information with stored information relating to skill sets of support persons;

(d) sending said email to the selected support person;

(e) monitoring time for response to said e-mails by said selected support persons against a preset time-for-response limit; and

(f) sending an e-mail for which a response is not made in the time-for-response limit to a different support person.

19. A system for routing electronic mails (e-mails) to individual ones of a plurality of support persons in a processing center, comprising:

an e-mail server receiving said e-mail from a sender, the email being non-proprietary to the system, and of any format having a message body;

a router;

a database accessible to the router; and

a data extractor in the database for extracting data from incoming e-mails by parsing the message body of said emails, authored by the sender, for data including keywords and phrases;

wherein said database stores data regarding skill sets of said support persons, and statistical information about the activities of the processing center, including numbers of e-mails routed to each support person in the processing center, and said router matches skill-set data with extracted data and uses the results to select support persons to receive e-mails, and said router adjusts numbers of e-mails sent to said support persons according to a load-balancing algorithm.

20. The system of claim 19 wherein an overload threshold is set for number of e-mails to be routed, and senders of e-mails are notified of a possible delay when the threshold is exceeded.

21. The system of claim 19 wherein said database stores information about e-mail senders and prior relationships of support persons and e-mail senders, and said router uses said relationship information in making routing decisions.

22. The system of claim 19 wherein a time limit for response to e-mails by said support persons is set, and wherein e-mails not answered within said time limit are rerouted to other support persons.

23. The system of claim 19 wherein said data extractor comprises plural and selectable extraction algorithms.

24. The system of claim 23 wherein one of the extraction algorithms includes a parser, and wherein said one of the extraction algorithms uses the parser to search for keywords in said e-mail.

25. A method for routing electronic mails (e-mails) in a processing center having a plurality of support persons, comprising steps of:

(a) receiving e-mails from a sender at an e-mail server in the processing center, the email being non-proprietary to the system, and of any format having a message body;

(b) extracting data from e-mails received by parsing the message body of the email, as authored by the sender, for keyword or phrases;

(c) storing data regarding skill sets of support persons, and wherein said router matches skill set data with extracted data;

(d) selecting support persons to receive said e-mails as a result of matching the skill set data with the extracted data;

(e) storing statistical information regarding numbers of e-mails routed to each support person; and

(f) using the statistical information in a balancing algorithm to adjust the number of e-mails sent to each support person.

26. A system for routing a electronic mails (e-mails) to support persons in a processing center, comprising:

an e-mail server receiving said e-mail from a sender, the email being non-proprietary to the system, and of any format having a message body;

a data extractor for extracting data from e-mails by parsing the message body of the email received, as authored by the sender, for keywords and phrases; and

a router for selecting support persons to receive e-mails;

wherein skill sets of support persons are stored, and said router matches skill set data with extracted data in selecting support persons to receive e-mails, and the system notifies senders of a possible delay in processing e-mails if a preset load threshold is exceeded.

27. The system of claim 26 further comprising a statistics server (stat-server) recording activities of said processing center, and wherein said router uses said recorded data in selecting support persons to receive e-mails.

28. The system of claim 27 wherein routing of e-mails to selected support persons is load-balanced based on recorded activity stored in said stat-server.

29. The system of claim 26 further comprising a database wherein said database further stores information on senders of e-mails, and routing performed by said router further uses said stored information on senders of e-mails in selecting support persons to receive e-mails.

30. The system of claim 29 wherein said database stores information about prior relationships of support persons and e-mail senders, and said router uses said relationship information in routing decisions.

31. The system of claim 26 wherein a time limit for response to e-mails by said support persons is set, and wherein e-mails not answered by support persons within said time limit are rerouted to other support persons.

32. The system of claim 31 wherein said information extractor comprises plural and selectable extraction algorithms.

33. The system of claim 32 wherein one of the extraction algorithms includes a parser, and wherein said one of the extraction algorithms uses the parser to search for keywords in said e-mail.

34. A method for routing electronic mails (e-mails) in a processing center having a plurality of support persons, comprising steps of:

(a) receiving e-mails at an e-mail server in said processing center, the email being non-proprietary to the processing center, and of any format having a message body;

(b) extracting data from e-mails received by parsing the message body of the email, as authored by the sender, for keyword or phrases;

(c) storing data regarding skill sets of support persons, and wherein said router matches skill set data with extracted data;

(d) selecting support persons to receive said e-mails as a result of matching the skill set data with the extracted data;

(e) routing e-mails to selected ones of said support persons;

(f) tracking numbers of e-mails received and routed; and

(g) notifying senders of possible delays if preset load thresholds are exceeded.