| 摘要 |
<p>A method and system are described for routing incoming e-mails, for example in a customer interaction centre. E-mail addresses are used which are formed from a traditional user name, a novel topic identifier and a traditional domain name, for example of the form äuser_identifierü:ätopic_identifierü@ädomain_nameü. The topic identifier of a particular e-mail is relevant to the topic of the content of that e-mail. Routing of e-mails is based on the topic identifiers. By using the topic identifiers in the addresses, the e-mails do not necessarily need to be opened in order to route them. A correspondence between the topic identifiers and the addresses of agents best able to deal with those topics is held in a table, which can easily be updated to take account of changes in circumstances. The source addresses in outgoing e-mails are modified to include the topic identifiers, so that reply e-mails to those outgoing e-mails automatically include the topic identifiers. <IMAGE></p> |
