Electronic mail message processing and routing for call center response to same
US6356633B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Aug 19, 1999 |
| Grant date | Mar 12, 2002 |
| Priority date | — |
| Expiry date | Aug 19, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L51/214
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.