Apparatus and method in improving e-mail routing in an internet

Details Apparatus and method in improving e-mail routing in an internet Apparatus and method in improving e-mail routing in an internet

1998-01-22

2000-02-01

Vu, Viet D.

Electrical computers and digital processing systems: multicomput

Computer conferencing

Demand based messaging

709104, 709219, G06F 1300

Patent

active

060214287

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.

REFERENCES:
patent: 5619648 (1997-04-01), Canale et al.
patent: 5675637 (1997-10-01), Szlam et al.
patent: 5721770 (1998-02-01), Kohler
patent: 5884032 (1999-03-01), Bateman et al.

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