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Associated methods and devices

An associated and associated technology, applied in the field of communication, can solve problems such as the inability of the agent to associate, and the provision of services by multiple emails.

Active Publication Date: 2019-10-25
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The embodiment of the present invention provides an associating method and device to solve the problem in the prior art that multiple emails of the same user cannot be processed by the same agent, resulting in the agent being unable to associate multiple emails to provide services for the user

Method used

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  • Associated methods and devices
  • Associated methods and devices
  • Associated methods and devices

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Embodiment Construction

[0068] The technical solutions of the present invention will be described in further detail below with reference to the accompanying drawings and embodiments.

[0069] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0070] In order to facilitate the understanding of the embodiments of the present invention, further explanations will be given below with specific embodiments in conjunction with the...

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PUM

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Abstract

The invention relates to a correlation method and apparatus. The method comprises the steps of obtaining, by a multimedia access gateway, a first email received by a call center public mailbox, with the sending address in the first email being a first email address; sending a first agent allocation request message to a routing module to request the routing module to allocate an agent for processing the first email, receiving an email identifier (EMAIL ID) correlated with an identifier (ID) of the agent and returned after the routing module allocates the agent, and recording the correlation between the EMAIL ID and the first email address in email address correlation information; obtaining a second email received by the call center public mailbox, with the sending address in the second email being a first email address, and obtaining EMAIL ID correlated with the first email address in the second email; and sending a second agent allocation request message carrying the EMAIL ID to the routing module, so as to request the routing module to allocate an agent correlated with the EMAIL ID to process the second email. The invention achieves the processing of multiple emails having the same sending address by the same agent.

Description

technical field [0001] The present invention relates to the communication field, in particular to an association method and device. Background technique [0002] At present, email has become an indispensable means of communication in users' daily work. Users can send emails to the public mailbox of the call center and get a reply email sent by the agent who processed the email through the public mailbox of the call center. [0003] In the prior art, when a user receives a reply email sent by the public mailbox of the call center, if the problem has not been resolved, the user will often send the email to the public mailbox of the call center again, and the agent who processed the email will pass the call The reply email sent by the central public mailbox, but each sent email and its corresponding reply email is an independent interactive process. Multiple emails sent by the same user cannot be processed by the same agent, so emails sent multiple times and their corresponding...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/58
Inventor 高卓
Owner HUAWEI TECH CO LTD