Patent Number: 7,715,332

Title: 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.

Inventors: Miloslavsky; Alec (San Carlos, CA), Goecke; Jason (San Francisco, CA), Deryugin; Vladimir N. (San Mateo, CA), Torba; Dmitry A. (San Bruno, CA), Neyman; Igor (Palo Alto, CA), Turovsky; Oleg (San Francisco, CA)

Assignee: Genesys Telecommunications Laboratories, Inc.

International Classification: H04L 12/16 (20060101)

Expiration Date: 5/11/12018