Shoretel, Inc.

Mitel Networks Corporation

Darren Croke

Asim Parekh

Eric Lockhart

Dale C Tonogai

This disclosure relates to handling email for a contact center. In one example, a contact center system can include an email interface to access an enterprise email system, inbound emails to and from each inbound mailbox in the contact center system being stored and maintained in the enterprise email system. An email tracking data structure can be stored in memory, the email tracking data structure programmed to store interaction data corresponding to each email interaction being processed by the contact center system. An email handling control can be programmed to control sending a reply email to a given incoming contact email from a contact based on the interaction data associated with the given incoming contact email, the reply email being sent to the contact through the enterprise email system via the email interface.

Email handling for a contact center

One embodiment includes a non-transitory computer readable medium having instructions executable by a processor to implement a method. The method includes receiving user configuration data for a network device, the configuration system being coupled to a service network. The method also includes storing device configuration data in a configuration database coupled to the service network, the device configuration data being based on the user configuration data and service network data. The method also includes receiving a configuration request at the configuration system from the network device in response to the network device being unconfigured and connected in a user network. The method further includes transmitting the device configuration data from the configuration database to the network device in response to the configuration request.

Growing community of inventors

Durango, CO, United States of America

Darren Croke