The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 11, 2010
Filed:
Oct. 25, 2007
Alec Miloslavsky, San Carlos, CA (US);
Jason Goecke, San Francisco, CA (US);
Vladimir N. Deryugin, San Mateo, CA (US);
Dmitry A. Torba, San Bruno, CA (US);
Igor Neyman, Palo Alto, CA (US);
Oleg Turovsky, San Francisco, CA (US);
Alec Miloslavsky, San Carlos, CA (US);
Jason Goecke, San Francisco, CA (US);
Vladimir N. Deryugin, San Mateo, CA (US);
Dmitry A. Torba, San Bruno, CA (US);
Igor Neyman, Palo Alto, CA (US);
Oleg Turovsky, San Francisco, CA (US);
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
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.