Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorAlec Miloslavsky
Life of this patent
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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.
Claims10
A system for routing an electronic mail (e-mail) to one of a plurality of agents in an Internet Protocol Network Telephony call center, each of said agents having a specific skill set from a variety of possible skill sets, the system comprising:
- an e-mail server adapted to receive said e-mail from a sender;
- an information extractor for extracting information from said e-mail;
- a router;
- and
- a database accessible to the router and storing skill sets of said agents;
- wherein the router selects the one of a plurality of agents by matching stored information about the specific skill sets with portions of extracted information from said e-mail.
A method for routing electronic mails (e-mails) in an Internet Protocol Network Telephony (IPNT) call center having a plurality of agents, comprising steps of:
- (a) receiving e-mails at an e-mail server in the call center;
- (b) extracting information from the e-mails;
- (c) matching extracted information with skill sets of agents;
- and
- (d) selecting a specific agent to receive a specific e-mail based on results of the matching step (c).
Dependencies are inferred from the claim text.