Electrical computers and digital processing systems: multicomput – Computer conferencing
Reexamination Certificate
2005-12-27
2005-12-27
Dinh, Dung (Department: 2152)
Electrical computers and digital processing systems: multicomput
Computer conferencing
C709S206000, C379S265090, C379S265110
Reexamination Certificate
active
06981020
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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Deryugin Vladimir N.
Goecke Jason
Miloslavsky Alec
Neyman Igor
Torba Dmitry A.
Boys Donald R.
Central Coast Patent Agency Inc.
Dinh Dung
Genesys Telecommunications Laboratories , Inc.
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