Patent Document ID: 6021428
Application ID: 09010793

Base Claim:
1. A system for routing an electronic mail (e-mail) to one of a plurality of agents in an Internet Protocol Network Telephony call center, each of said agents having a specific skill set from a variety of possible skill sets, the system comprising: an e-mail server adapted to receive said e-mail from a sender; an information extractor for extracting information from said e-mail; a router; and a database accessible to the router and storing skill sets of said agents; wherein the router selects the one of a plurality of agents by matching stored information about the specific skill sets with portions of extracted information from said e-mail.

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Claim 5:
5. The system of claim 1 wherein said database further stores information on senders of e-mails, and routing performed by said router further uses said stored information on senders of e-mails.