Invention Grant
US06581105B2 Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center
有权
用于改进因特网协议网络电话呼叫中心中的电子邮件路由的装置和方法
- Patent Title: Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center
- Patent Title (中): 用于改进因特网协议网络电话呼叫中心中的电子邮件路由的装置和方法
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Application No.: US09443146Application Date: 1999-11-18
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Publication No.: US06581105B2Publication Date: 2003-06-17
- Inventor: Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
- Applicant: Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
- Main IPC: G06F15173
- IPC: G06F15173

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.
Public/Granted literature
- US20020019846A1 APPARATUS AND METHODS IN IMPROVING AND ENHANCING TELEPHONY TELECOMMUNICATIONS Public/Granted day:2002-02-14
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