System for routing electronic mails

• US 6,732,156 B2
• Filed: 09/03/2002
• Issued: 05/04/2004
• 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): Burgess, Glenton B.
• Assistant Examiner(s): Flynn, Kimberly D
• Application Number:
  US10/234,616
• Publication Number:
  US 20030018729A1
• Time in Patent Office: 609 Days
• Field of Search: 709/205, 709/206, 709/207, 709/223, 709/226, 709/203, 709/305, 379/265
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 45/306 Route determination based on the nature of the carried application
• 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 3/42102 Making use of the called 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: 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 and perform load-balancing and alert functions based on the information stored in the database and the server.

Claims

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.

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. The system of claim 8 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.

10. 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;

(b) placing said e-mails in a queue;

(c) extracting information from the e-mails;

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

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

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

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

an e-mail server adapted to receive said e-mail from a sender; and

a router adapted to place emails in a queue, select 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;

wherein said router sends said e-mail from the queue to a selected support person, 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.

12. The system of claim 11 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.

13. The system of claim 12 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 11 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.

15. The system of claim 11 further comprising a database adapted 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.

16. The system of claim 15 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.

17. The system of claim 15 wherein the database stores data relating to skill sets of support persons, further comprising an extractor adapted to extract information from e-mails, and wherein support persons are selected to receive e-mails based on matches between said stored data relating to skill sets of support persons and said information extracted from said e-mails.

18. The system of claim 17 wherein said information extractor comprises plural and selectable extraction algorithms.

19. The system of claim 18 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.

20. A method for routing electronic mails (e-mails) from an incoming queue 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;

(b) placing emails in a queue;

(c) selecting specific support persons by a router to receive said e-mails in the queue;

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

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

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

an e-mail server adapted to receive said e-mail from a sender;

a router for placing received emails in a queue and routing said email; and

a database accessible to the router;

wherein said database stores statistical information about the activities of the processing center, including numbers of e-mails routed to each support person from the queue in the processing center, and said router adjusts numbers of e-mails sent from the queue to said support persons according to a load-balancing algorithm.

22. The system of claim 21 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.

23. The system of claim 21 further comprising a database storing data regarding skill sets of said support persons and a data extractor adapted to extract data from incoming e-mails, and the router is adapted to match skill-set data with extracted data and to use the results to select support persons to receive e-mails.

24. The system of claim 21 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.

25. The system of claim 21 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.

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

27. The system of claim 26 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.

28. A method for routing electronic mails (e-mails) from an incoming queue 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;

(b) placing emails in a queue;

(c) selecting support persons to receive said e-mails from the queue;

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

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

29. A system for routing a electronic mails (e-mails) from an incoming queue to support persons in a processing center, comprising:

an e-mail server adapted to receive said e-mail from a sender; and

a router adapted to queue the emails and select support persons to receive e-mails;

wherein the system notifies senders of a possible delay in processing e-mails if a preset load threshold is exceeded for the selected support persons.

30. The system of claim 29 further comprising a statistics server (stat-server) recording activities of said processing center, and wherein said router is adapted to use said recorded data in selecting support persons to receive e-mails.

31. The system of claim 30 wherein routing of e-mails to selected support persons is load-balanced based on recorded activity stored in said stat-server.

32. The system of claim 29 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.

33. The system of claim 32 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.

34. The system of claim 29 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.

35. The system of claim 32 further comprising a data extractor adapted to extract data from e-mails received and wherein said database stores data regarding skill sets of support persons, and wherein said router matches skill set data with extracted data in selecting support persons to receive e-mails.

36. The system of claim 35 wherein said information extractor comprises plural and selectable extraction algorithms.

37. The system of claim 36 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.

38. 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;

(b) placing the received emails in a queue;

(c) routing e-mails from the queue to selected ones of said support persons;

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

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

39. 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, the system comprising:

an e-mail server adapted to receive said e-mail from a sender;

a queue;

a router; and

a database accessible to the router and storing data regarding availability of said support persons;

wherein said router queues incoming email, selects said one of said plurality of support persons by consulting the database for availability data and sends said e-mail to the selected support person.

40. The system of claim 39 further comprising a statistics server (stat-server) recording activities of said processing center, and wherein routing performed by said router further uses said recorded activity in said stat-server.

41. The system of claim 40 wherein routing of e-mails to selected support persons is load-balanced based on recorded activity stored in said stat-server.

42. The system of claim 39 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.

43. The system of claim 39 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.

44. The system of claim 43 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.

45. The system of claim 39 wherein a time limit for response to an e-mail by said support persons is set, and wherein e-mails not answered within said time limit are rerouted to other available support persons.

46. The system of claim 39 further comprising an information extractor adapted to extract information from said e-mail, and wherein said information extractor comprises plural and selectable extraction algorithms.

47. The system of claim 46 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.

48. 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;

(b) placing the received emails in a queue

(c) checking a database for availability of support persons to which e-mails may be routed; and

(d) selecting a specific support person to receive a specific e-mail based on results of the checking step (c); and

sending said e-mail to the specific support person selected.