Apparatus and methods for routing electronic mail in a processing center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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Dec 27, 2005
Issued Date -
N/A
app pub date -
May 5, 2000
filing date -
Oct 25, 1995
priority date (Note) -
Expired
status (Latency Note)
Importance
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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