Determining presence for interaction routing
First Claim
Patent Images
1. A system for aiding transaction routing of at least emails, text and telephone calls, comprising:
- a data repository storing information about potential destinations for a transaction, including at least destination identity and availability at each potential destination; and
router software;
wherein the router software, in response to a transaction to be routed, determines potential destination identities and availability for receiving the transaction at each potential destination identity, based on the information stored.
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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.
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Citations
5 Claims
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1. A system for aiding transaction routing of at least emails, text and telephone calls, comprising:
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a data repository storing information about potential destinations for a transaction, including at least destination identity and availability at each potential destination; and router software; wherein the router software, in response to a transaction to be routed, determines potential destination identities and availability for receiving the transaction at each potential destination identity, based on the information stored. - View Dependent Claims (2)
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3. A data repository, comprising:
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data regarding potential destinations for a transaction, including at least destination identity and availability for receiving the transaction at each potential destination; and an interface coupling the repository via a network to a source of information regarding potential destinations; wherein the destination identity and availability at each of the potential destinations are updated over the network and the potential destinations are any one of email clients and telephones.
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4. A method for transaction routing executed by software stored on memory of a computerized routing server, comprising steps of:
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(a) storing information regarding potential destinations for a transaction, the transactions being any one of email, text and telephone transactions in a data repository, the information including at least destination identity and availability at each potential destination; (b) in response to a transaction to be routed, determining potential destination identities and availability to receive the transaction at each destination identity, based on the information in the data repository. - View Dependent Claims (5)
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Specification