Determining presence for interaction routing
View Patent ↗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.
1. A system for aiding transaction routing of at least emails, text and telephone calls, comprising:
a data repository storing information about potential destinations for a transaction, including at least destination identity and availability at each potential destination; and
router software;
wherein the router software, in response to a transaction to be routed, determines potential destination identities and availability for receiving the transaction at each potential destination identity, based on the information stored.
2. A system as in claim 1 wherein potential destinations are either email clients or telephones.
3. A data repository, comprising:
data regarding potential destinations for a transaction, including at least destination identity and availability for receiving the transaction at each potential destination; and
an interface coupling the repository via a network to a source of information regarding potential destinations;
wherein the destination identity and availability at each of the potential destinations are updated over the network and the potential destinations are any one of email clients and telephones.
4. A method for transaction routing executed by software stored on memory of a computerized routing server, comprising steps of:
(a) storing information regarding potential destinations for a transaction, the transactions being any one of email, text and telephone transactions in a data repository, the information including at least destination identity and availability at each potential destination;
(b) in response to a transaction to be routed, determining potential destination identities and availability to receive the transaction at each destination identity, based on the information in the data repository.
5. The method of claim 4 wherein the destination identities are either email clients or telephones.