Routing emails to a plurality of agents

Details Routing emails to a plurality of agents Routing emails to a plurality of agents

2005-02-01

2008-12-02

Sam, Phirin (Department: 2619)

Multiplex communications

Special services

Distribution of signal to multiple agent stations

C709S206000

Reexamination Certificate

active

07460496

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: 5765033 (1998-06-01), Miloslavsky
patent: 6021428 (2000-02-01), Miloslavsky
patent: 6029195 (2000-02-01), Herz
patent: 6981020 (2005-12-01), Miloslavsky et al.
U.S. Appl. No. 09/565,872, Alec Miloslavsky et al., Priority Claim.
U.S. Appl. No. 08/929,594, Alec Miloslavsky et al., Priority Claim.

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