US6128646A
Expired / Lapsed
US
⏱️ 0.0 years remaining
System for routing electronic mail to best qualified person based on content analysis
Assignee: Alcatel Lucent SAS
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Filing: 1997-12-24
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Granted: 2000-10-03
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Expires: 2017-12-24
Abstract
Abstract A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receiving the e-mail from a sender, an information extractor for extracting relevant information from the e-mail, and a router for routing the e-mail. The system contains a database for storing information related to all persons who can answer e-mails. The system also contains a server for storing the history of all activities in the system. The router can make routing decisions and perform load-balancing and alert functions based on the information stored in the database and the server.
Inventors
- 👤 Alec Miloslavsky
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-31 03:01
CPC Classifications
H; H04; H04N; H04N7/00; H04N7/14; H04N7/141; H04N7/148; G; G06; G06Q; G06Q10/00; G06Q10/10; G06Q10/107; H04L; H04L45/00; H04L45/302; H04L45/306; H04L51/00; H04L51/21; H04L51/214; H04N7/15; H04M; H04M2201/00; H04M2201/50; H04M2242/00; H04M2242/22; H04M3/00; H04M3/42; H04M3/42025; H04M3/42034; H04M3/42059; H04M3/42085; H04M3/42102; H04M3/42314; H04M3/42323; H04M3/50; H04M3/51; H04M3/5183; H04M3/53; H04M3/5307; H04M7/00; H04M7/0024; H04M7/0054
Claims Analysis
Total Claims: 12
Claim 1
Independent Claim
153 words
A system for receiving and routing e-mails and telephony calls in a multimedia call center having a Computer Telephony Integration (CTI) enhanced data network within the call center, the system for routing both e-mails and telephony calls comprising; a plurality of computers connected on the data network and managed by support persons; an e-mail server connected on the data network; an adapter for performing conversion between e-mail attributes and telephony attributes, the adapter connected to the data network and the e-mail server; a Computer Telephony Integration (CTI) server connected on the data network; and a telephony router connected to the data network; characterized in that the adapter converts data between e-mail attributes and telephony attributes, and the CTI server negotiates with the router over the data network to determine a destination for the e-mail, and directs the e-mail server to forward the e-mail to one of said support persons based on the negotiation.
Claim 2
Independent Claim
153 words
A system for receiving and routing e-mails and telephony calls in a multimedia call center having a Computer Telephony Integration (CTI) enhanced data network within the call center, the system for routing both e-mails and telephony calls comprising; a plurality of computers connected on the data network and managed by support persons; an e-mail server connected on the data network; an adapter for performing conversion between e-mail attributes and telephony attributes, the adapter connected to the data network and the e-mail server; a Computer Telephony Integration (CTI) server connected on the data network; and a telephony router connected to the data network; characterized in that the adapter converts data between e-mail attributes and telephony attributes, and the CTI server negotiates with the router over the data network to determine a destination for the e-mail, and directs the e-mail server to forward the e-mail to one of said support persons based on the negotiation.
Claim 3
Dependent Claim
49 words
The system of claim 1 also comprising a stat-server connected to the data network, wherein stat-server records all of the activity information of the call center, and the router uses the information, at least partially, in the said negotiation with the CTI-server to determine a destination for the e-mail.
Claim 4
Dependent Claim
29 words
The system of claim 2 wherein routing of e-mails to selected support persons is load-balanced based on recorded activity stored in said stat-server of both e-mail and telephony traffic.
Claim 5
Dependent Claim
45 words
The System of claim 1 also comprising a database connected to the data network storing information regarding availability of said support persons, wherein the router uses the information, at least partially, in the said negotiation with the CTI-server to determine a destination for the e-mail.
Claim 6
Dependent Claim
38 words
The system of claim 4 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 in selecting support persons to receive said e-mails.
Claim 7
Dependent Claim
29 words
The system of claim 4 wherein said database stores information about prior relationships of support persons and e-mail senders, and said router uses said relationship information in routing decisions.
Claim 8
Dependent Claim
34 words
The system of claim 1 wherein a time limit for response to e-mails by said support persons is set, and wherein e-mails not answered within said time limit are rerouted to other support persons.
Claim 9
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 10
Dependent Claim
33 words
The system of claim 1 wherein the support persons, after receiving the routed e-mail, reply directly to the sender of the e-mail, via the e-mail server, on a first come first serve basis.
Claim 11
Independent Claim
119 words
A method for receiving and routing e-mails in a multimedia call center routing both e-mails and telephony calls having a Computer Telephony Integration (CTI) enhanced data network within the call center, the method for routing e-mails comprising steps of; (a) converting e-mail attributes to telephony attributes of an e-mail received at the call center via an adapter connected to a data network, (b) negotiating a destination for the e-mail between a Computer Telephony Integration (CTI) server, and a telephony router, both being connected to the data network, (c) instructing an e-mail server to forward said e-mail to one of a plurality of computer terminals connected to the data network, at least partially based on the negotiation in step (b).
Claim 12
Independent Claim
119 words
A method for receiving and routing e-mails in a multimedia call center routing both e-mails and telephony calls having a Computer Telephony Integration (CTI) enhanced data network within the call center, the method for routing e-mails comprising steps of; (a) converting e-mail attributes to telephony attributes of an e-mail received at the call center via an adapter connected to a data network, (b) negotiating a destination for the e-mail between a Computer Telephony Integration (CTI) server, and a telephony router, both being connected to the data network, (c) instructing an e-mail server to forward said e-mail to one of a plurality of computer terminals connected to the data network, at least partially based on the negotiation in step (b).
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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) | 2003-10-03 | 2004-04-03 | 2004-10-03 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-10-03 | 2008-04-03 | 2008-10-03 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-10-03 | 2012-04-03 | 2012-10-03 | $7700.00 | Window Closed / Lapsed |