Electronic message routing

• US 7,024,462 B1
• Filed: 10/20/2000
• Issued: 04/04/2006
• Est. Priority Date: 10/20/2000
• Status: Active Grant

• Current Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Original Assignee: Amacis Limited
• Inventors: McErlean, Patrick
• Primary Examiner(s): Cardone, Jason
• Assistant Examiner(s): Duong, Thomas
• Application Number:
  US09/693,342
• Time in Patent Office: 1,992 Days
• Field of Search: 709/207, 709201-205, 709/206, 709/242
• US Class Current: 709/207
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 51/234 for tracking messages
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

An electronic message processing system in which routing tags are used to determine how electronic messages are routed, distributed, or otherwise processed by the system. The association of a routing tag with an electronic message indicates to the system that the tagged electronic message does not need to undergo classification in order to determine how to process the message. In particular, routing tags are associated with electronic messages which have already been classified and which are subsequently sent out of the system to return at a later time. The routing tag prevents the message from having to be re-classified upon its return to the system. Reducing the number of messages that are classified, or re-classified, is advantageous since the classifiaction process, which typically involves text analysis, is a time consuming process.

Claims

1. An electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system including:

a classification module, arranged to cause said received electronic messages to be analyzed in order to determine how said received electronic messages are routed within the electronic processing system, and to assign to said received electronic messages respective routing information;

a distribution module, arranged to distribute said received electronic messages amongst a plurality of first agents depending on the respective routing information associated with each message;

storage means, arranged to store received electronic messages in association with respective means for uniquely identifying each received message; and

at least one mail client, arranged to render to one or more of said first agents electronic messages distributed thereto in order that said one or more first agents may prepare an appropriate response message to at least part of an electronic message rendered thereto, the or each mail client including;

means, responsive to an input from one of said first agents in respect of a rendered first electronic message, for causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at least part of said first electronic message;

means for generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message;

wherein the mail client is arranged to cause said routing tag to be included in said second electronic message and to cause said second electronic message to be sent out of said electronic processing system,

the classification module being arranged, upon return of said second electronic message, or a derivative thereof, to said electronic processing system, to detect said routing tag in said returned electronic message and, upon detection of said routing tag, to cause said returned second electronic message, or derivative thereof, to be processed based on said data included in said routing tag, wherein said processing includes associating, by means of said respective unique message identifier included in said routing tag, said returned second electronic message, or derivative thereof with said first electronic message stored in said storage means, and

wherein the association between the returned second electronic message, or derivative thereof, and the first electronic message stored in said storage means causes, upon generation of a response message to said first electronic message by said at least one mail client, any response text generated by said one first agent in respect of said first electronic message and any response text included in said returned second electronic message, or derivative thereof, to be included in said response message.

2. An electronic message processing system as claimed in claim 1, wherein said routing tag includes means for identifying an agent, or group of agents, associated with said electronic processing system.

3. An electronic message processing system as claimed in claim 1, wherein said routing tag includes means for identifying a class into which said first electronic message is deemed to belong.

4. An electronic message processing system as claimed in claim 1, wherein said routing tag comprises an opening tag element and a closing tag element for delimiting respectively the beginning and the end of the routing tag.

5. An electronic message processing system as claimed in claim 4, wherein the routing tag includes one or more sub-tags, each sub-tag including respective data concerning the first or second electronic message.

6. An electronic message processing system as claimed in claim 4, wherein said routing tag is constructed according to an XML (extensible Mark-up Language) format.

7. An electronic message processing system as claimed in claim 1, wherein the mail client is arranged to cause the second electronic message to be sent to a second agent across said network, said second agent operating externally of said electronic message processing system.

8. An electronic message processing system as claimed in claim 1, wherein the mail client is arranged to cause the second electronic message to return to the electronic message processing system.

9. An electronic message processing system as claimed in claim 1, wherein said at least part of said first electronic message included in said second electronic message is associated with an identification tag.

10. An electronic message processing system as claimed in claim 1, wherein said second electronic message further includes a response, created by said first agent, to at least part of said first electronic message.

11. An electronic message processing system as claimed in claim 10, wherein said response is associated with an identification tag.

12. An electronic message processing system as claimed in claim 1, wherein the routing tag is included in the subject line of said second electronic message.

13. An electronic message processing system as claimed in claim 1, wherein said routing tag comprises an alphanumeric string and said classification module is associated with an alphanumeric string parser.

14. An electronic message processing system as claimed in claim 1, wherein said mail client, in response to the creation of said second electronic message, is arranged to cause said first electronic message to be suspended and, in response to detection of said routing tag in said returned second electronic message, said classification module is arranged to cause said first electronic message to be unsuspended.

15. An electronic message processing system as claimed in claim 1, wherein said mail client, in response to the creation of said second electronic message, is arranged to terminate the processing of said first electronic message.

16. In an electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system being arranged to store received electronic messages in association with respective means for uniquely identifying each received message and to distribute received electronic messages amongst a plurality of first agents, a method of processing received electronic messages, the method comprising:

rendering to one of said first agents a first electronic message in order that said first agent may prepare an appropriate response to at least part of the rendered first electronic message;

causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at least part of said first electronic message;

generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message;

causing said routing tag to be included in said second electronic message;

causing said second electronic message to be sent out of said electronic processing system;

detecting, upon return of said second electronic message, or a derivative thereof, to said electronic processing system, said routing tag in said returned electronic message;

causing, upon detection of said routing tag, said returned second electronic message, or derivative thereof, to be processed based on said data included in said routing tag, wherein said processing includes associating, by means of said respective unique message identifier included in said routing tag, said returned second electronic message, or derivative thereof, with said first electronic message; and

upon generation of a response message to said first electronic message by said at least one mail client, including any response text generated by said one first agent in respect of said first electronic message and any response text included in said returned second electronic message, or derivative thereof, in said response message.

17. A method as claimed in claim 16, further including causing the second electronic message to be sent to a second agent across said network, said second agent operating externally of said message processing system.

18. A method as claimed in claim 16, further including causing the second electronic message to return to the electronic message processing system.

19. A method as claimed in claim 16, further including causing, in response to the creation of said second electronic message, said first electronic message to be suspended;

and causing, in response to detection of said routing tag in said returned second electronic message, said first electronic message to be unsuspended.

20. A method according to claim 16, further including causing, in response to the creatior of said second electronic message, the processing of said first electronic message to be terminated.

21. A computer program product comprising computer program code stored on a computer usable storage medium for, when executed on a computer system, processing electronic messages in an electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system being arranged to store received electronic messages in association with respective means for uniquely identifying each received message and to distribute received electronic messages amongst a plurality of first agents, said computer program code being arranged to implement a method, which method comprises:

rendering to one of said first agents a first electronic message in order that said first agent may prepare an appropriate response to at least part of the rendered first electronic message;

causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at least part of said first electronic message;

generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message;

causing said routing tag to be included in said second electronic message;

causing said second electronic message to be sent out of said electronic processing system;

detecting, upon return of said second electronic message, or a derivative thereof, to said electronic processing system, said routing tag in said returned electronic message;

causing, upon detection of said routing tag, said returned second electronic message, or derivative thereof, to be processed based on said data included in said routing tag, wherein said processing includes associating, by means of said respective unique message identifier included in said routing tag, said returned second electronic message, or derivative thereof, with said first electronic message; and

upon generation of a response message to said first electronic message by said at least one mail client, including any response text generated by said one first agent in respect of said first electronic message and any response text included in said returned second electronic message, or derivative thereof, in said response message.

22. An electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system including:

a classification module, arranged to cause said received electronic messages to be analyzed in order to determine how said received electronic messages are routed within the electronic processing system, and to assign to said received electronic messages respective routing information;

a distribution module, arranged to distribute said received electronic messages amongst a plurality of first agents depending on the respective routing information associated with each message;

storage means, arranged to store received electronic messages in association with respective means for uniquely identifying each received message; and

at least one mail client, arranged to render to one or more of said first agents electronic messages distributed thereto in order that said one or more first agents may prepare an appropriate response message to at least part of an electronic message rendered thereto, each mail client including;

means, responsive to an input from one of said first agents in respect of a first rendered message, for causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at east part of said first electronic message and any appropriate response prepared by said one or more first agents;

means for generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message, wherein the mail client is arranged to cause said routing tag to be included in said second electronic message;

the classification module being arranged, upon receipt of an electronic message comprising at least one of said routing tags, to associate, by means of said respective unique message identifier included in said at least one routing tag, the received electronic message with said first electronic message stored in said storage means, and

wherein the association between the received electronic message and the first electronic message stored in said storage means causes, upon generation of a response message to said first electronic message by said at least one mail client, any response text generated by said one first agent in respect of said first electronic message and any response text included in said received electronic message to be included in said response message.

23. In an electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system being arranged to store received electronic messages in association with respective means for uniquely identifying each received message and to distribute received electronic messages amongst a plurality of first agents, a method of processing received electronic messages, the method comprising:

rendering to one of said first agents a first electronic message in order that said first agent may prepare an appropriate response to at least part of the rendered electronic message;

causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at least part of said first electronic message and any appropriate response prepared by said one or more first agents;

generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message;

causing said routing tag to be included in said second electronic message;

associating, upon receipt of an electronic message comprising at least one of said routing tags, by means of said respective unique message identifier included in said at least one routing tag, the received electronic message with said first electronic message; and

upon generation of a response message to said first electronic message by said at least one mail client, including any response text generated by said one first agent in respect of said first electronic message and any response text included in said received electronic message in said response message.