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System for routing electronic mails

DC
  • US 6,732,156 B2
  • Filed: 09/03/2002
  • Issued: 05/04/2004
  • Est. Priority Date: 02/06/1997
  • Status: Expired due to Term
First Claim
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1. A system for routing an electronic mail (e-mail), from an incoming queue, 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 adapted to receive said e-mail from a sender;

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

    a router for placing incoming emails from the server in a queue; and

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

    wherein said router selects said one of a plurality of support persons by matching stored information about said specific skill sets with portions of extracted information from said queued e-mail and routes said queued e-mail to one of the plurality of said support persons.

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