| 摘要 |
A system and a method are provided for processing and routing electronic mail messages within a call center which include and involve an electronic mail server system for routing incoming and outgoing electronic mail messages and a mail parsing system coupled to the electronic mail server system. The mail parsing system is operative to receive an incoming electronic mail message from the electronic mail server system, to automatically parse the incoming electronic mail message for the existence of at least one predetermined term related to a particular call center activity, and to route the incoming electronic mail message via the electronic mail server system to a corresponding storage area when the incoming electronic mail message contains at least one predetermined term. |
