Determining presence for interaction routing

Determining presence for interaction routing

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 reg...

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Hauptverfasser: Miloslavsky, Alec, Goecke, Jason, Deryugin, Vladimir N, Torba, Dmitry A, Neyman, Igor, Turovsky, Oleg
Format: Patent
Sprache:eng
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creator Miloslavsky, Alec
Goecke, Jason
Deryugin, Vladimir N
Torba, Dmitry A
Neyman, Igor
Turovsky, Oleg
description 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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title Determining presence for interaction routing
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