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...http://www.google.com.hk/patents/US6581105?utm_source=gb-gplus-share專利 US6581105 - Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center
