Patent US6122632A successfully refreshed from Google Patents.
US6122632A
Expired / Lapsed
US
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Electronic message management system
Assignee: Concentrix CVG Customer Management Delaware LLC
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Filing: 1997-07-21
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Granted: 2000-09-19
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Expires: 2017-07-21
Abstract
Abstract An electronic message, or e-mail, management system having a digital computer for accepting e-mail messages; a program interface for automatically transferring received electronic messages to a database; a structured database for storing the received electronic messages in a predetermined format; and an interface for allowing a customer service representative, at a remote computer, to access, and respond to, the electronic messages stored at the database.
Inventors
- 👤 Jennifer M. Botts
- 👤 Karen L. Musson
- 👤 Elizabeth M. Stites
- 👤 Douglas C. Weber
- 👤 David A. Wilson
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-09 21:22
CPC Classifications
G; G06; G06Q; G06Q10/00; G06Q10/10; G06Q10/107; H; H04; H04L; H04L51/00; H04L51/21; H04L51/214; H04L51/234; Y; Y10; Y10S; Y10S707/00; Y10S707/912; Y10S707/922; Y10S707/99931; Y10S707/99933; Y10S707/99934; Y10S707/99938; Y10S707/99941; Y10S707/99944; Y10S707/99945
Claims Analysis
Total Claims: 77
Claim 1
Independent Claim
98 words
A system for managing e-mail messages from customers, comprising: a first programmed digital computer capable of receiving said e-mail messages; a relational database interfaced to said first programmed digital computer, wherein said e-mail messages from said customers are automatically forwarded to said relational database from said first programmed digital computer; and wherein said stored e-mail messages are structured in said relational database by predetermined attributes of said e-mail message, and where said stored e-mail messages may be electronically accessed by at least one of said predetermined attributes by a customer service representative entitled to review said e-mail messages.
Claim 2
Independent Claim
98 words
A system for managing e-mail messages from customers, comprising: a first programmed digital computer capable of receiving said e-mail messages; a relational database interfaced to said first programmed digital computer, wherein said e-mail messages from said customers are automatically forwarded to said relational database from said first programmed digital computer; and wherein said stored e-mail messages are structured in said relational database by predetermined attributes of said e-mail message, and where said stored e-mail messages may be electronically accessed by at least one of said predetermined attributes by a customer service representative entitled to review said e-mail messages.
Claim 3
Dependent Claim
14 words
A system according to claim 1, wherein said relational database is a sql database.
Claim 4
Dependent Claim
42 words
A system according to claim 1, further comprising: a second programmed digital computer electronically interfaced to said relational database, wherein said customer service representative at said second programmed digital computer may retrieve and view said stored e-mail messages from said relational database.
Claim 5
Dependent Claim
17 words
A system according to claim 3, wherein said first programmed computer is configured with mail server software.
Claim 6
Dependent Claim
26 words
A system according to claim 4, wherein said data interface further includes an open database connectivity interface for providing a standard interface to said relational database.
Claim 7
Dependent Claim
17 words
A system according to claim 3, wherein said second programmed computer is configured with Web browser software.
Claim 8
Dependent Claim
36 words
A system according to claim 3, further comprising: a data interface for receiving data requests originating from said second programmed digital computer and converting said data requests to a language that said relational database will recognize.
Claim 9
Dependent Claim
19 words
A system according to claim 3, wherein said incoming communications line is connected to receive messages from the Internet.
Claim 10
Dependent Claim
47 words
A system according to claim 8, further comprising: a third programmed digital computer, remotely located from said system and interfaced to said first programmed digital computer through said Internet; and wherein said third programmed digital computer is configured to allow interface to said first programmed digital computer.
Claim 11
Dependent Claim
31 words
A system according to claim 3, wherein one of said predetermined attributes of said e-mail message is the time that said e-mail message was received by said first programmed digital computer.
Claim 12
Dependent Claim
28 words
A system according to claim 3, wherein one of said predetermined attributes of said e-mail message is the e-mail address of said customer who sent said e-mail message.
Claim 13
Dependent Claim
26 words
A system according to claim 3, wherein one of said predetermined attributes of said e-mail message is a number assigned to each of said e-mail messages.
Claim 14
Dependent Claim
36 words
A system according to claim 6, wherein said relational database contains structured data relating to a list of customer service representatives, said data relating to a list of customer service representatives being structured by predetermined attributes.
Claim 15
Dependent Claim
29 words
A system according to claim 3, wherein said one of said attributes of said customer service data includes access privileges to said e-mail messages stored on said relational database.
Claim 16
Dependent Claim
43 words
A system according to claim 3, wherein said second programmed computer is configured to allow said customer service representative to respond to said e-mail messages received from said relational database; and wherein said customer service representative responses are tracked on said relational database.
Claim 17
Dependent Claim
23 words
A system according to claim 15, wherein one of said predetermined attributes of said e-mail message is the status of said e-mail message.
Claim 18
Dependent Claim
26 words
A system according to claim 16, wherein said status of one of said e-mail messages which has not been responded to will be a pending status.
Claim 19
Independent Claim
79 words
A method for managing electronic messages from customers, said electronic messages received from the Internet or an intranet, comprising the steps of: receiving electronic messages from said customers; automatically forwarding said electronic messages to a structured database; storing said electronic messages in said database; structuring said storage of each one of said electronic messages by predetermined message attributes; and providing an interface for allowing customer service representatives access to said database from a computer located apart from said database.
Claim 20
Independent Claim
79 words
A method for managing electronic messages from customers, said electronic messages received from the Internet or an intranet, comprising the steps of: receiving electronic messages from said customers; automatically forwarding said electronic messages to a structured database; storing said electronic messages in said database; structuring said storage of each one of said electronic messages by predetermined message attributes; and providing an interface for allowing customer service representatives access to said database from a computer located apart from said database.
Claim 21
Dependent Claim
21 words
A method according to claim 18, further comprising the step of: accepting a database access request from said customer service representative.
Claim 22
Dependent Claim
20 words
A method according to claim 18, further comprising the step of: accepting a data request from said customer service representative.
Claim 23
Dependent Claim
21 words
A method according to claim 20, further comprising the step of: translating said data request into a language of said database.
Claim 24
Dependent Claim
20 words
A method according to claim 20, further comprising the step of: transmitting requested data from said database to said interface.
Claim 25
Dependent Claim
21 words
A method according to claim 22, further comprising the step of: translating said transmitted data into a language of said interface.
Claim 26
Dependent Claim
36 words
A method according to claim 22, further comprising the step of: transmitting said requested data from said interface to said computer of said customer service representative; and displaying, to said customer service representative, said requested data.
Claim 27
Dependent Claim
35 words
A method according to claim 18, further comprising the step of: providing an attribute, in said database, for each of said electronic messages by the time each of electronic messages were received from said customer.
Claim 28
Dependent Claim
31 words
A method according to claim 18, further comprising the step of: providing an attribute, for each of said electronic messages in said database, based on the email address of the customer.
Claim 29
Dependent Claim
32 words
A method according to claim 18, further comprising the step of: providing an attribute, for each of said electronic messages in said database, based on the current status of said electronic message.
Claim 30
Dependent Claim
24 words
A method according to claim 27, further comprising the step of: updating said status attribute of an electronic message that has been responded to.
Claim 31
Dependent Claim
26 words
A method according to claim 18, further comprising the step of: retrieving at least one of said electronic messages based on one of said predetermined attributes.
Claim 32
Dependent Claim
22 words
A method according to claim 18, further comprising the step of: storing data relating to said customer service representatives in said database.
Claim 33
Dependent Claim
27 words
A method according to claim 30, further comprising the step of: structuring storage of said customer service representative (CSR) data in said database by predetermined CSR attributes.
Claim 34
Dependent Claim
92 words
A method according to claim 31, further comprising the steps of: receiving a request at said interface, by one of said customer service representatives, for a list of certain ones of said electronic messages in said database; checking at least one of said CSR attributes in said database to determine whether said customer service representative is allowed access to said list of electronic messages; and sending said list of certain ones of said electronic messages to said customer service representative if said customer service representative is allowed access to said electronic messages.
Claim 35
Dependent Claim
47 words
A method according to claim 32, further comprising the steps of: receiving a request, from said customer service representative, to access one of said electronic messages; transmitting said one of said electronic messages to said customer service representative; and responding to said one of said electronic messages.
Claim 36
Dependent Claim
20 words
A method according to claim 31, further comprising the step of: changing said CSR attributes based on changed CSR privileges.
Claim 37
Dependent Claim
28 words
A method according to claim 31, further comprising the step of: providing an attribute, for each said customer service representative in said database, based on quality assurance privileges.
Claim 38
Dependent Claim
44 words
A method according to claim 18, further comprising the steps of: receiving a request at said interface, from one of said customer service representatives, to access one of said electronic messages; and transmitting said one of said electronic messages to said customer service representative.
Claim 39
Dependent Claim
26 words
A method according to claim 36, further comprising the steps of: responding to said one of said electronic messages; and storing said response in said database.
Claim 40
Dependent Claim
19 words
A method according to claim 37, further comprising the step of: transmitting said response to one of said customers.
Claim 41
Dependent Claim
31 words
A method according to claim 38, further comprising the step of: updating one of said predetermined message attributes of said responded to electronic message to indicate that a response was sent.
Claim 42
Dependent Claim
37 words
A method according to claim 36, further comprising the step of: updating one of said predetermined message attributes of said responded to electronic message to indicate that a quality assurance review must be conducted on said response.
Claim 43
Dependent Claim
33 words
A method according to claim 40, further comprising the steps of: receiving a request from a quality assurance representative to review response; and sending said response to said quality assurance representative for review.
Claim 44
Dependent Claim
30 words
A method according to claim 41, further comprising the steps of: conducting a quality assurance review on said response; and approving said response if said response meets quality assurance requirements.
Claim 45
Dependent Claim
39 words
A method according to claim 42, further comprising the steps of: transmitting said response to one of said customers; and updating one of said predetermined message attributes of said electronic message to indicate that a response has been sent.
Claim 46
Dependent Claim
52 words
A method according to claim 43, further comprising the steps of: receiving a request at said interface for a report, said report providing information on the status of all electronic messages of one group; accessing said report information from said database; and transmitting said report information to a party requesting said report.
Claim 47
Dependent Claim
35 words
A method according to claim 44, wherein the step of receiving a request at said interface for a report is followed by the step of translating said report request into a language of said database.
Claim 48
Dependent Claim
39 words
A method according to claim 44, wherein the step for accessing said report information from said database is followed by the step for translating said report information into a format recognized by said computer of said customer service representative.
Claim 49
Dependent Claim
40 words
A method according to claim 36, further comprising the steps of: forwarding said one of said electronic messages to an expert; and and updating said database to indicate said one of said electronic messages has been sent to said expert.
Claim 50
Dependent Claim
39 words
A method according to claim 47, further comprising the steps of: having an expert respond to said one of said electronic messages; and updating said database to indicate that said expert responded to said one of said electronic messages.
Claim 51
Independent Claim
146 words
A system for managing electronic messages received from the Internet or an intranet, comprising: a first programmed digital computer, said first programmed digital computer programmed to accept e-mail messages, said first programmed digital computer programmed with mail server software; a database for storing said electronic messages according to predetermined message attributes; a second programmed digital computer in electrical communication with said first programmed digital computer, wherein said second programmed digital computer is configured with Web server software; a third programmed digital computer in electrical communication with said first programmed digital computer configured with web browser software; wherein said received electronic messages are forwarded by said first programmed digital computer to said database; and wherein a customer service representative (CSR) may retrieve any of said stored electronic message based on any of said predetermined message attributes, said customer service representative located at said third programmed digital computer.
Claim 52
Independent Claim
146 words
A system for managing electronic messages received from the Internet or an intranet, comprising: a first programmed digital computer, said first programmed digital computer programmed to accept e-mail messages, said first programmed digital computer programmed with mail server software; a database for storing said electronic messages according to predetermined message attributes; a second programmed digital computer in electrical communication with said first programmed digital computer, wherein said second programmed digital computer is configured with Web server software; a third programmed digital computer in electrical communication with said first programmed digital computer configured with web browser software; wherein said received electronic messages are forwarded by said first programmed digital computer to said database; and wherein a customer service representative (CSR) may retrieve any of said stored electronic message based on any of said predetermined message attributes, said customer service representative located at said third programmed digital computer.
Claim 53
Dependent Claim
75 words
A system according to claim 49, wherein said third programmed digital computer is configured to allow said customer service representative to respond to an electronic message that has been retrieved from said database; and wherein a data interface converts data requests from said second programmed computer to said database so that said database may receive instructions from said first programmed digital computer and so that said first programmed computer may receive data from said database.
Claim 54
Dependent Claim
21 words
A system according to claim 49, wherein one of said predetermined message attributes is the time the electronic message was received.
Claim 55
Dependent Claim
25 words
A system according to claim 49, wherein one of said predetermined message attributes is the e-mail address of the customer who sent said electronic message.
Claim 56
Dependent Claim
21 words
A system according to claim 49, wherein one of said predetermined message attributes is the current status of said electronic message.
Claim 57
Dependent Claim
27 words
A system according to claim 49, wherein one of said predetermined message attributes is the e-mail address of the group to which the electronic message was sent.
Claim 58
Dependent Claim
18 words
A system according to claim 49, wherein said database stores said electronic messages and data of CSR privileges.
Claim 59
Dependent Claim
18 words
A system according to claim 55, wherein said data of CSR privileges includes access privileges to said database.
Claim 60
Dependent Claim
16 words
A system according to claim 55, wherein said data of CSR privileges includes quality assurance privileges.
Claim 61
Dependent Claim
15 words
A system according to claim 55, wherein said data of CSR privileges includes CSR passwords.
Claim 62
Dependent Claim
62 words
An electronic message management method, comprising the steps of: receiving electronic messages at an electronic network; forwarding said electronic messages to a database; storing said electronic messages based on predetermined message attributes; interfacing a customer service representative computer to allow electronic access to said electronic messages; and transmitting one of said stored electronic messages from said database to said customer service representative.
Claim 63
Dependent Claim
62 words
An electronic message management method, comprising the steps of: receiving electronic messages at an electronic network; forwarding said electronic messages to a database; storing said electronic messages based on predetermined message attributes; interfacing a customer service representative computer to allow electronic access to said electronic messages; and transmitting one of said stored electronic messages from said database to said customer service representative.
Claim 64
Dependent Claim
27 words
The method according to claim 59, wherein one of said predetermined message attributes is an e-mail address of the group to which the e-mail message was sent.
Claim 65
Dependent Claim
20 words
The method according to claim 59, wherein one of said predetermined message attributes is the status of said electronic message.
Claim 66
Dependent Claim
34 words
The method according to claim 59, further comprising the steps of: responding to said transmitted message; and automatically updating said database upon responding to said transmitted message to indicate a response has been sent.
Claim 67
Dependent Claim
51 words
The method according to claim 59, further comprising the steps of: forwarding said transmitted message to an expert; updating said database, after the step of forwarding said transmitted message to said expert, to indicate that said transmitted message has been forwarded to said expert; and formulating a response from said expert.
Claim 68
Dependent Claim
34 words
The method according to claim 59, further comprising the steps of: providing a response to said transmitted electronic message; storing said response in said database; and retrieving said stored response for quality assurance review.
Claim 69
Dependent Claim
25 words
The method according to claim 64, further comprising the steps of: denying said response; and updating said database to indicate that said response was denied.
Claim 70
Dependent Claim
22 words
The method according to claim 64, further comprising the steps of: accepting the response; and sending said response to an originating customer.
Claim 71
Dependent Claim
28 words
The method according to claim 59, further comprising the steps of: storing CSR data in said database; and providing access to said database base on said CSR data.
Claim 72
Dependent Claim
20 words
The method according to claim 59, further comprising the step of: storing a list of standard responses in said database.
Claim 73
Dependent Claim
39 words
The method according to claim 52, further comprising the steps of: retrieving certain ones of said standard responses from said database; and sending at least one of said standard responses to an originating customer of said transmitted electronic message.
Claim 74
Independent Claim
76 words
A method for managing electronic messages from customers, said electronic messages received from the Internet or an intranet, comprising the steps of: receiving electronic messages from said customers; transferring said electronic messages to a structured database; storing said electronic messages in said database; structuring said storage of each one of said electronic messages by at least one predetermined message attribute; and providing an interface for allowing customer service representatives access to said database from a computer.
Claim 75
Independent Claim
76 words
A method for managing electronic messages from customers, said electronic messages received from the Internet or an intranet, comprising the steps of: receiving electronic messages from said customers; transferring said electronic messages to a structured database; storing said electronic messages in said database; structuring said storage of each one of said electronic messages by at least one predetermined message attribute; and providing an interface for allowing customer service representatives access to said database from a computer.
Claim 76
Dependent Claim
24 words
A method according to claim 70, further comprising the step of: retrieving one of said electronic messages by at least one predetermined message attribute.
Claim 77
Dependent Claim
36 words
A method according to claim 71, further comprising the steps of: responding to said one of said electronic messages; and updating said database to indicate that said one of said electronic messages has been responded to.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2003-09-19 | 2004-03-20 | 2004-09-19 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-09-19 | 2008-03-20 | 2008-09-19 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-09-19 | 2012-03-20 | 2012-09-19 | $7700.00 | Window Closed / Lapsed |