APPARATUS AND METHODS IN IMPROVING AND ENHANCING TELEPHONY TELECOMMUNICATIONS

摘要

There is disclosed a system (6100) for routing an electronic mail (e-mail) to one of a plurality of agents in an Internet Protocol Network Telephony call center. Each of the agents having a specific skill set from a variety of possible skill sets. The system (6100)comprises an e-mail server (6102) adapted to receive an e-mail from a sender, an information extractor (6204) for extracting information from said e-mail, a router (6116), and a database (6114) accessible to the router and storing skill sets of said agents. The router (6116) selects the one of a plurality of agents by matching stored information about the specific skill sets with portions of extracted information from the e-mail.