Title:
電話通信を改良および強化する装置および方法
Document Type and Number:
Japanese Patent JP4295186
Kind Code:
B2
Abstract:
There is disclosed a system (6100) for routing an electronic mail (e-mail) to one of a plurality of agents in an Internet Protocol Network Telephony call center. Each of the agents having a specific skill set from a variety of possible skill sets. The system (6100)comprises an e-mail server (6102) adapted to receive an e-mail from a sender, an information extractor (6204) for extracting information from said e-mail, a router (6116), and a database (6114) accessible to the router and storing skill sets of said agents. The router (6116) selects the one of a plurality of agents by matching stored information about the specific skill sets with portions of extracted information from the e-mail.
Inventors:
Alex Miroslavski
Jason Goecke
Vladimir N Deleugene
Dmitry A Torba
Igor Neyman
Oleg Trowski
Jason Goecke
Vladimir N Deleugene
Dmitry A Torba
Igor Neyman
Oleg Trowski
Application Number:
JP2004285917A
Publication Date:
July 15, 2009
Filing Date:
September 30, 2004
Export Citation:
Assignee:
Genesis Telecommunications Laboratories, Inc.
International Classes:
H04M3/42; G06F11/10; G06Q10/00; G11B20/18; H04L12/58; H04L29/06; H04M3/36; H04M3/51; H04M3/523; H04M3/527; H04M7/00; H04M11/00; H04M11/06; H04N7/14; H04N7/15; H04Q3/00; H04Q3/58; H04Q3/62; G06F11/16; G06F11/267; H04M3/53; H04M7/12; H04Q3/72
Domestic Patent References:
| JP11508430A | ||||
| JP7170546A | ||||
| JP2000514985A | ||||
| JP62098846A |
Foreign References:
| WO1997028635A1 | ||||
| US5469504 | ||||
| WO1996027254A1 | ||||
| US5557668 | ||||
| US5555299 | ||||
| US5335268 |
Other References:
川崎慎介,コンピュータ・テレフォニの新潮流 進む低価格化とWeb連携,日経コミュニケーション,日本,日経BP社,1997年 5月19日,第246号,pp.104-109
Attorney, Agent or Firm:
Yoshio Kawaguchi
Akio Ichiiri
Makoto Ono
Katsuma Osaki
Akio Ichiiri
Makoto Ono
Katsuma Osaki