发明名称 |
Routing emails to a plurality of agents |
摘要 |
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.
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申请公布号 |
US7460496(B2) |
申请公布日期 |
2008.12.02 |
申请号 |
US20050049207 |
申请日期 |
2005.02.01 |
申请人 |
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. |
发明人 |
MILOSLAVSKY ALEC;GOECKE JASON;DERYUGIN VLADIMIR N.;TORBA DMITRY A.;NEYMAN IGOR;TUROVSKY OLEG |
分类号 |
H04L12/16;H04M3/42;G06F11/10;G06F11/16;G06F11/267;G06Q10/00;G11B20/18;H04L12/58;H04L29/06;H04M3/36;H04M3/51;H04M3/523;H04M3/527;H04M3/53;H04M7/00;H04M7/12;H04M11/00;H04M11/06;H04N7/14;H04N7/15;H04Q3/00;H04Q3/58;H04Q3/62;H04Q3/72 |
主分类号 |
H04L12/16 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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