Determining Presence for Interaction Routing

Abstract

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.

1 . A system for routing an electronic mail (e-mail) to one of a plurality of agents in an Internet Protocol Network Telephony call center, each of said agents having a specific skill set from a variety of possible skill sets, the system comprising:
 an e-mail server adapted to receive said e-mail from a sender;   an information extractor for extracting information from said e-mail;   a router; and   a database accessible to the router and storing skill sets of said agents;   wherein the router selects the one of a plurality of agents by matching stored information about the specific skill sets with portions of extracted information from said e-mail.   
   
   
       2 . The system of  claim 1  further comprising a statistics server (stat-server) recording activities of said call center, and wherein said routing performed by said router further uses said recorded activity in said stat-server. 
   
   
       3 . The system of  claim 2  wherein routing of e-mails to selected agents is load-balanced based on recorded activity stored in said stat-server. 
   
   
       4 . The system of  claim 1  wherein an overload threshold is set for number of e-mails to be routed, and senders of e-mails are notified of a possible delay when the threshold is exceeded. 
   
   
       5 . The system of  claim 1  wherein said database further stores information on senders of e-mails, and routing performed by said router further uses said stored information on senders of e-mails. 
   
   
       6 . The system of  claim 5  wherein said database stores information about prior relationships of agents and e-mail senders, and said router uses said relationship information in making routing decisions. 
   
   
       7 . The system of  claim 1  wherein a time limit for response to e-mails by said agents is set, and wherein e-mails not answered within said time limit are rerouted to other agents. 
   
   
       8 . The system of  claim 1  wherein said information extractor comprises plural and selectable extraction algorithms. 
   
   
       9 . The system of  claim 8  wherein one of the extraction algorithms includes a parser, and wherein said one of the extraction algorithms uses the parser to search for keywords in said e-mail. 
   
   
       10 . A method for routing electronic mails (e-mails) in an Internet Protocol Network Telephony (IPNT) call center having a plurality of agents, comprising steps of:
 (a) receiving e-mails at an e-mail server in the call center;   (b) extracting information from the e-mails;   (c) matching extracted information with skill sets of agents; and   (d) selecting a specific agent to receive a specific e-mail based on results of the matching step (c).