System for routing electronic mails
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United States of America Patent
Stats
-
Oct 29, 2002
Grant Date -
May 10, 2001
app pub date -
Jan 2, 2001
filing date -
Feb 6, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receiving the e-mail from a sender, an information extractor for extracting relevant information from the e-mail, and a router for routing the e-mail. The system contains a database for storing information related to all persons who can answer e-mails. The system also contains a server for storing the history of all activities in the system. The router can make routing decisions and perform load-balancing and alert functions based on the information stored in the database and the server. The router may also use queues and variable times may be set for actions to be taken on electronic mails.
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