Method and apparatus for performing enterprise email management

• US 6,941,304 B2
• Filed: 11/17/1998
• Issued: 09/06/2005
• Est. Priority Date: 11/17/1998
• Status: Expired due to Term

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: KANA Software Incorporated (Verint Systems Incorporated)
• Inventors: Horvath, Michael, Gainey, Mark, Broquet, Alex
• Primary Examiner(s): Robinson, Greta
• Assistant Examiner(s): Le, Debbie M.
• Application Number:
  US09/193,833
• Publication Number:
  US 20020099681A1
• Time in Patent Office: 2,485 Days
• Field of Search: 707 1- 10, 707/104, 709206-207, 709/219
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 51/48 Message addressing, e.g. address format or anonymous messages, aliases
• CPC Class Codes: Y10S 707/99937 Sorting

Abstract

The enterprise email system processes incoming email using a set of configurable rules that examine each message for a specific attribute state condition and invoke a configurable action when the attribute satisfies the condition. A number of actions may be invoked such as routing a message to a specific mail queue. The enterprise email system assigns a mail queue timer when a message is moved into a mail queue. Each mail queue has a different mail queue timeout value that specifies the maximum amount of time that a message may sit idle within a mail queue. The enterprise email system may automatically move a message from a mail queue into a mailbox of an enterprise email system user that subscribed to the mail queue. A mailbox timer then set for the message and the mailbox timer is compared with a mailbox timeout value that specifies the amount of time that message may sit idle within a mail queue.

Claims

1. A computer implemented method for processing electronic messages, said method comprising:

receiving a first message into an enterprise mail system, said first message from a first human message sender;

storing said first message in a message database;

assigning a category entry from a category database to said first message, said category entry containing information for handling particular incoming messages;

delivering said first message to a first enterprise mail system user; and

providing a template response message to said first enterprise mail system user using information in said category entry, said template response message including a set of message recipients defined in said category entry.

2. The method of claim 1 wherein assigning a category entry from a category database to said first message is performed by a rule processor.

3. The method of claim 1 wherein assigning a category entry from a category database to said first message is performed by said first enterprise and system user.

4. The method of claim 1 wherein providing a template response message further comprises:

providing a set of default message body sections for said template response message.

5. The method of claim 4 wherein one of said set of default message body sections comprises a salutation.

6. The method of claim 4 wherein one of said set of default message body sections comprises a body header.

7. The method of claim 4 wherein one of said set of default message body sections comprises a closing.

8. The method of claim 4 wherein one of said set of default message body sections comprises a footer.

9. The method of claim 1 wherein said message database comprises a relational database.

10. The method of claim 1 wherein one of said set of message recipients comprises said human message sender.

11. A method for processing electronic messages, the method comprising:

receiving an electronic mail message;

analyzing the contents of the received electronic mail message;

responsive to the analysis of the contents of the message, associating the electronic mail message with a message category; and

automatically generating a skeleton response message to at least on recipient, wherein the recipients are selected responsive to associating the electronic mail message with the message category.

12. The method of claim 11 wherein the analysis of the contents of the received electronic mail message is performed automatically.

13. The method of claim 11 wherein the analysis of the contents of the received electronic mail message is performed manually.

14. An electronic mail processing system comprising:

receiving means for receiving an electronic mail message;

analyzing means, coupled to the receiving means, for analyzing the contents of the received electronic mail message;

associating means, coupled to the analyzing means, for associating the electronic mail message with a message category responsive to the analysis of the contents of the message; and

generating means, coupled to the analyzing means, automatically generating a skeleton response message to at least one recipient, wherein the recipients are selected responsive to associating the electronic mail message with the message category.

15. A computer program product stored on a computer readable medium and containing instructions to control a computer processor to execute the steps of:

receiving an electronic mail message;

analyzing the contents of the received electronic mail message;

responsive to the analysis of the contents of the message, associating the electronic mail message with a message category; and

automatically generating a skeleton response message to at least one recipient, wherein the recipients are selected responsive to associating the electronic mail message with the message category.