Electrical computers and digital processing systems: multicomput – Computer conferencing – Demand based messaging
Reexamination Certificate
1998-11-17
2001-08-28
Dinh, Dung C. (Department: 2153)
Electrical computers and digital processing systems: multicomput
Computer conferencing
Demand based messaging
C709S200000, C709S203000, C709S217000, C709S241000, C709S241000, C709S207000
Reexamination Certificate
active
06282565
ABSTRACT:
FIELD OF THE INVENTION
The present invention relates to the field of computer email communication. In particular the present invention discloses an enterprise email management system that streamlines the handling of large volumes of incoming email messages.
BACKGROUND OF THE INVENTION
Large corporations typically maintain telecommunication calling centers that contain a large number of customer service representatives. Each customer service representative is seated at telephone workstation that usually includes a telephone and a computer system for accessing customer information. The customer service representatives respond to calls from customers regarding new orders, product support, and other customer questions.
Internet email has evolved into a new standard communication medium in the late 20
th
century. More and more customers are now using email messages to communicate questions, complaints, and requests to the corporations that the customers purchase products and services from. Therefore, the volume of incoming email from customers has increased dramatically at many corporations. In order to handle the large volume of incoming email messages, it would be desirable to have a set of software tools that simplify the task of responding to large volumes of email from customers.
SUMMARY OF THE INVENTION
An enterprise email management system is disclosed. The enterprise mail system is designed to quickly and efficiently handle large volumes of email that is responded to by enterprise email system users. The enterprise email system processes incoming email using a set of configurable rules that examine each message for a specific attribute state condition and invoke a configurable action when the attribute satisfies the condition. A number of actions may be invoked such as mailing list additions/deletions, routing to specific mail queue, routing to a specific enterprise mail system user, forwarding to an outside user, categorizing the message, and removing the message.
Once a message has been placed into a mail queue, a set of timers ensure that the message is handled in a timely manner. The enterprise email system assigns a mail queue timer when a message is moved into a mail queue. Each mail queue has a different mail queue timeout value that specifies the maximum amount of time that message may sit idle within a mail queue. The enterprise email system may automatically move a message from a mail queue into a mailbox of an enterprise email system user that subscribed to the mail queue. When the enterprise email system moves a message into the mailbox of an enterprise email system user, the enterprise email system assigns a mailbox timer to the message. The mailbox timer is compared with a mailbox timeout value that specifies the amount of time that message may sit idle within a mailbox. If the mailbox timer expires, the message is returned to the mail queue from where the message came. If the mail queue timer expires, then the message is routed to another mail queue or enterprise email user. Furthermore, additional actions may be invoked if the mail queue timer expires.
Enterprise email system users subscribe to variable mail queues. When an enterprise email system user logs into the system, the enterprise email system delivers a set of messages from the mail queues that the user subscribes to into the enterprise email system user's mailbox. The user responds to the messages. To aid the user, the enterprise email system may create a template response message including a proposed message body, a set of attachments, and a set of recipients that should receive a copy of the response message.
Other objects, features, and advantages of present invention will be apparent from the company drawings and from the following detailed description.
REFERENCES:
patent: 5765033 (1998-06-01), Miloslavsky
patent: 5825869 (1998-10-01), Brooks et al.
Rosen Ross
Shaw Mark
Dinh Dung C.
Kana Communications, Inc.
Le Hien C.
Stattler Johansen & Adeli LLP
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