Determining Presence for Interaction Routing
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United States of America Patent
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app pub date -
Mar 16, 2010
filing date -
Feb 6, 1997
priority date (Note) -
Abandoned
status (Latency Note)
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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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