US6021428A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center
Assignee: Genesys Cloud Services Inc
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Filing: 1998-01-22
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Granted: 2000-02-01
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Expires: 2018-01-22
Abstract
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.
Inventors
- 👤 Alec Miloslavsky
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-04 17:11
CPC Classifications
H; H04; H04Q; H04Q3/00; H04Q3/58; H04Q3/62; G; G06; G06F; G06F11/00; G06F11/07; G06F11/08; G06F11/10; G06F11/1008; G06Q; G06Q10/00; G06Q10/10; G06Q10/107; G11; G11B; G11B20/00; G11B20/10; G11B20/18; G11B20/1833; H04L; H04L51/00; H04L51/21; H04L51/214; H04L65/00; H04L65/10; H04L65/1053; H04L65/1066; H04L65/1069; H04L65/40; H04L65/403; H04L65/80; H04M; H04M3/00; H04M3/22; H04M3/36; H04M3/42; H04M3/50; H04M3/51; H04M3/5125; H04M3/5141; H04M3/5158; H04M3/5183; H04M3/5191; H04M3/523; H04M3/5232; H04M3/5233; H04M3/5237; H04M7/00; H04M7/0024; H04M7/003; H04M7/006; H04N; H04N7/00; H04N7/14; H04N7/141; H04N7/148; H04N7/15; H04Q3/0016; H04Q3/0029; G06F11/22; G06F11/2205; G06F11/2215; H04L51/06; H04L51/066; H04L51/212; H04M2201/00; H04M2201/50; H04M2203/00; H04M2203/45; H04M2203/4536; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42042; H04M3/42059; H04M3/42085; H04M3/42102; H04M3/42314; H04M3/42323; H04M3/53; H04M3/5307; H04M7/0003; H04M7/0006; H04M7/0009; H04M7/12; H04Q2213/00; H04Q2213/13072; H04Q2213/13093; H04Q2213/13103; H04Q2213/13106; H04Q2213/13141; H04Q2213/13175; H04Q2213/13204; H04Q2213/1322; H04Q2213/13299; H04Q2213/13337; H04Q2213/13389; H04Q3/72; Y; Y10; Y10S; Y10S370/00; Y10S370/901; Y10S379/00; Y10S379/90
Claims Analysis
Total Claims: 12
Claim 1
Independent Claim
106 words
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.
Claim 2
Independent Claim
106 words
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.
Claim 3
Dependent Claim
33 words
The system of claim 1 further comprising a statistics server (stat-server) recording activities of said call center, and wherein said routing performed by said router further uses said recorded activity in said stat-server.
Claim 4
Dependent Claim
22 words
The system of claim 2 wherein routing of e-mails to selected agents is load-balanced based on recorded activity stored in said stat-server.
Claim 5
Dependent Claim
33 words
The system of claim 1 wherein an overload threshold is set for number of e-mails to be routed, and senders of e-mails are notified of a possible delay when the threshold is exceeded.
Claim 6
Dependent Claim
30 words
The system of claim 1 wherein said database further stores information on senders of e-mails, and routing performed by said router further uses said stored information on senders of e-mails.
Claim 7
Dependent Claim
29 words
The system of claim 5 wherein said database stores information about prior relationships of agents and e-mail senders, and said router uses said relationship information in making routing decisions.
Claim 8
Dependent Claim
32 words
The system of claim 1 wherein a time limit for response to e-mails by said agents is set, and wherein e-mails not answered within said time limit are rerouted to other agents.
Claim 9
Dependent Claim
15 words
The system of claim 1 wherein said information extractor comprises plural and selectable extraction algorithms.
Claim 10
Dependent Claim
32 words
The system of claim 8 wherein one of the extraction algorithms includes a parser, and wherein said one of the extraction algorithms uses the parser to search for keywords in said e-mail.
Claim 11
Independent Claim
69 words
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).
Claim 12
Independent Claim
69 words
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).
References Cited (Backward Citations)
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2003-01-31 | 2003-08-02 | 2004-02-01 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-01-31 | 2007-08-02 | 2008-02-01 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-01-31 | 2011-08-02 | 2012-02-01 | $7700.00 | Window Closed / Lapsed |