Determining presence for interaction routing

Details Determining presence for interaction routing Determining presence for interaction routing

2007-04-27

2009-11-17

Sam, Phirin (Department: 2419)

Multiplex communications

Special services

Distribution of signal to multiple agent stations

C370S259000

Reexamination Certificate

active

07619996

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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