Method and apparatus for performing enterprise email management6249807Abstract An enterprise email management system is disclosed. The enterprise mail system is designed to handle large volumes of email quickly and efficiently, responding through enterprise email system users or automated means. The enterprise email system processes incoming email using a set of configurable rules that examine each message for a specific attribute state condition and invoke a configurable action when the attribute satisfies the condition. A number of actions may be invoked such as routing a message to a specific mail queue. The enterprise email system assigns a mail queue timer when a message is moved into a mail queue. Each mail queue has a different mail queue timeout value that specifies the maximum amount of time that a message may sit idle within a mail queue. The enterprise email system may automatically move a message from a mail queue into a mailbox of an enterprise email system user that subscribed to the mail queue. A mailbox timer then set for the message and the mailbox timer is compared with a mailbox timeout value that specifies the amount of time that message may sit idle within a mail queue. If the mail queue timer expires, the message is returned to the mail queue from where it came. If the mail queue timer expires, then the message is routed to another mail queue or enterprise email user. Claims We claim: Description FIELD OF THE INVENTION
Message Attribute Contents of the message Attribute.
subject The subject of the message.
header Any of the SMTP mail headers including "to:" field,
the "from:" field, timestamps, mail server stamps, etc.
message body The body of the incoming message.
source The entire message source including the header and the
body.
sender name The name of the entity that sent the incoming email
message.
sender email The email address of the entity that sent the incoming
address email message.
recipient name The name of mailbox/alias that the email message was
sent to.
recipient email The email address of mailbox/alias that the email
address) message was sent to.
The following list describes a set of condition comparisons from one embodiment:
Comparison Condition Tested Attribute must . . .
contains have the value (word or phrase).
caseSensitiveContains have the value exactly as entered.
startsWith start with the value.
caseSensitiveStartsWith start with the value exactly as entered.
endsWith end with the value.
caseSensitiveEndsWith end with the value exactly as entered.
Equals match the value exactly.
isNull be empty.
isNotNull not be empty.
sizeLessThan be smaller than.
sizeGreaterThan be larger than.
doesNotContain not have the value.
caseSensitiveDoesNotContain not have the value exactly as entered.
The Comparison Condition are used along with the Comparison Value provided in the mail receiver rule. The Comparison Value may be a string, an integer, a floating point value, or any other data type that may be compared with a message attribute. The following table provides one set of possible Actions that may be invoked by the mail receiver rule processor if the condition is satisfied:
Action Description of the Action performed.
Route Send the email message to specified enterprise mail sys-
tem user or enterprise mail system queue.
Categorize Assign a category to the email message.
NoAnswer No response necessary; no further action is required
but keep it in the email database.
ForwardTrack Forward to someone outside the enterprise email system.
The enterprise email system will set a timer for the
forwarded message. If no action is taken by the person
outside of the enterprise email system within the time
specified in the timer, then the enterprise email system
will forward the message to a general message handling
queue.
Redirect Send to an outside user with no tracking or notification.
opt-in Add the sender to a mailing list.
optout Remove the sender from a mailing list.
Acknowledge Send an automatic pre-approved acknowledgment to the
email message sender.
AutoRespond Automatically send a pre-approved response message to
the email message sender and do not place the message
in a queue.
Drop Do not route the incoming email message and remove the
email message from the email database.
The incoming email receiver 120 makes sure that no routing rule actions conflict with each other. The following list explains how the mail receiver rules are processed and the processing order. Action priority is determined by the rule's order in the rule list. For example, the first mail receiver rule in the mail receiver rule list has the highest priority. Some rules, however, take priority over order. An internal Collaborate action takes precedence over all other actions (including Drop). No other actions can be taken. A Drop action takes precedence over all other actions except Collaborate. If a message is dropped no additional actions can be performed. (A dropped message is completely removed from the system and is not stored.) Only one of the following workflow actions can be applied per message: Route, NoAnswer, ForwardTrack, Redirect, and Same Sender Route. The first such action encountered is performed. Same Sender Route is an internal action based on the multiple messages from the same sender options in incoming email receiver preferences. Only one Acknowledge action can be applied per message. The first Acknowledge action encountered is performed and the subsequent acknowledge actions will be ignored. All Categorize actions will be performed, regardless of the failure of other actions found in the rule with the Categorize action. This is important if a category is used to record the fact that an action was taken. For example, subject.contains("xyz")->NoAnswer & categorize("no-reply"). An OptOut action will be performed unless the message gets dropped. It doesn't override or restrict any other actions. An internal Same Sender Route action takes precedence over all over workflow actions such as route and forward & track. Categorizing Email Messages During the mail receiver rule set processing, the incoming email receiver 120 may assign one or more categories to an email message. Note that categories may also be assigned to an email message manually by an enterprise mail system, a process described later. When an email message has been assigned to a category, additional processing may be performed on the message depending on the definition of the category. When a category is assigned to a message, the incoming email receiver 120 refers to a category database 135. The category database 135 is conceptually similar to a Frequency Asked Questions (FAQ) file for an organization. Specifically, each category entry in the category database 135 addresses a common problem, question, or request. For example, a software company supporting a word processing program may have category entries for "Word processor software installation", "Opening Documents", "Editing Documents", and "Printing Documents". The category database 135 is organized in a hierarchical form wherein each category may have several subcategories. For example, the "Printing Documents" category entry may have subcategory entries for "Printing Documents using a printer coupled directly to the personal computer" and "Printing Documents using a printer coupled to a network." Each subcategory may have additional subcategories. In FIG. 1, the category database 135 is illustrated as a separate database from email database 130. However, in an implementation, the category database 135 and the email database 130 may reside in a single database with separate tables. The following list provides one possible set of parameters that may be used to define a category entry in the category database 135, however other parameters can easily be added: 1. Category Name--Defines a name for the category. 2. Hot Key--Provides a short-hand term for the category. The Hot Key can be used by users in order to quickly refer to the category. 3. Description--The Description provides a detailed description of what the category covers. The description allows a person manually categorizing an incoming email to determine if a particular category is appropriate for the incoming email. 4. Template Text--Defines the standard body of text that will be placed into the body of an outgoing response email message. 5. Recipients--Defines a set of people that should receive a copy of any outgoing response messages that were created using this category or a copy of the original incoming message. For example, an expert in certain categories may wish to be informed about all customer complaints, questions, and problems concerning certain categories. The recipients field defines a set of normal recipients (to:), a set of carbon copy (cc:) recipients, and a set of blind carbon copy (bcc:) recipients, as well as forward and track recipients, redirect recipients, and collaborate recipients. 6. Actions--Defines a set of actions that should automatically be performed on the incoming message upon categorization. Details on the Actions will be described later. 7. Attachments--Defines a set of attachments that should accompany any outgoing response email message. For example, all responses to incoming email messages concerning a known but solved problem may attach a file used to solve the problem such as patch code that solves a particular software problem. 8. Include original attachments--Specifies if attachments that accompany the incoming email message should be included in the outgoing response email message. Keep thread ownership--Specifies if the same user that responds to a particular incoming email message should receive all subsequent responses. Placing an identifier in the subject or body field of the outgoing response email enables the mail receiver to identify any reply to the outgoing response email. To create the category database 135, one embodiment of the present invention provides a graphical user interface for entering category information. FIG. 2 illustrates a screen display of a graphical user interface for entering a category into the category database 135. As defined in the category entry previously set forth, each category entry may specify a set of recipients. The recipients are divided into recipient types as set forth in the following table:
Recipient Who the recipients are and what Information stored
Type that recipient will receive. in the Database
To: Recipients that will receive the Incoming message
response message created. Outgoing message
cc: Recipients that will receive a carbon Incoming message
copy (cc:) of the response message Outgoing message
created.
bcc: Recipients that will receive a carbon Incoming message
copy (cc:) of the response message Outgoing message
created.
Redirect A non enterprise email user that Incoming message
should receive the email message. Response action
Use when someone else should res-
pond to the customer.
Forward The incoming email message needs to Incoming message
and Track be answered, but someone who is not Response action
using the enterprise email system Message sent to the
must provide the content of the non-enterprise email
answer. The enterprise email system responder. Reply
will set a timer for the forwarded written by the non-
message. If no action is taken by enterprise email
the outside person within the time responder.
specified in the timer, then the
enterprise email system will route
the message back to the mailbox
of the user who initiated the
Forward and Track. The return
address on the email message for-
warded to the outside person is an
enterprise email system address so
that a response created by the
non-enterprise email responder will
be received and tracked by the
enterprise email system. The
response email message is relayed
to the sender of the original incoming
email.
Collaborate The incoming email message needs to Incoming message
be answered but help or guidance is Response action.
needed from an outside person to Message sent to the
provide the answer. The enterprise non-enterprise email
email system will set a timer for the responder. Reply
message sent to the outside collabora- written by the non-
tor. if no action is taken by the enterprise email
outside person within the time responder.
specified in the timer, then the enter-
prise email system will route the
message back to the mailbox of the
user who initiated the Forward and
Track. The return address on the
collaborate email message sent to
the outside person is an enterprise
email system address so that a
response created by the outside
person will be received by the
enterprise email system and reviewed
by an enterprise email user before
it is forwarded to the sender of
the original incoming email.
Each category entry may also specify a set of additional actions that should be performed on the incoming email messages that are placed into the category. The actions that may be invoked are similar to the actions described with reference to the mail receiver rules. The actions in the category entry may be performed in addition to the actions defined in the mail receiver rules. However, duplicative actions will be ignored. For example, if the mail receiver 120 already specified that an acknowledgement should be sent then an acknowledgement action in a category entry will be ignored. A typical action is to create a "skeleton" response email message that will be sent back to the sender. When an incoming email message is assigned to a particular category that specifies a "create response message" action, a "skeleton" response message is created based upon the category configuration. After the incoming email receiver 120 has processed the mail receiver rules and processed assigned category actions, the incoming email receiver 120 is finished processing the incoming message. The entire enterprise email system 100 may be finished with the incoming email message if the incoming email receiver 120 dropped the message, no answered the message, or redirected the message to a user outside of the enterprise email system 100. However, the incoming email receiver 120 usually uses a workflow action to place the incoming mail message into a particular message queues. For example, the route, forward and track, and collaborate workflow actions all cause the incoming email receiver 120 to pass the incoming email message to an email message queue or mailbox in the email queuing and mailbox system 140 as illustrated in FIG. 1. Furthermore, if no workflow action is invoked by the mail receiver 120, then the mail receiver will place the message into a generic message pool for messages that did not trigger a workflow action. When the mail receiver 120 moves a message into an email queue or a mailbox, the incoming email receiver 120 places a pointer to the email message into the particular queue or mailbox. The actual email message remains in the email message database 130 and will be accessed as necessary using the pointer to the email message. Routed Messages The route action simply moves an email message into one of the queues in the mailboxes or queues of the Email Queuing and Mailbox System 140. A message placed in a queue will be given to a user that subscribes to that queue. Forward and Track Messages that handled by the forward and track action are forwarded to a user that does not use the enterprise mail system (outside user). However, when the message is forwarded, the reply address is set to a special address that will cause any reply to be sent back to the enterprise email system 100. Before the message is forwarded to the outside user, the enterprise mail system sets a timer. If no response message is received before the timer expires then the message is returned to the mailbox of the enterprise email system user who initiated the Forward and Track. If a response is received, the enterprise email system will store the response email message sent by the outside user into the email database 130. The response email message is then forwarded along to the sender of the original incoming message. The reply address of the response message sent to the sender of the original incoming message will also be set to a special address for the enterprise email system 100 such that any subsequent reply messages from the original message sender will again be handled by the enterprise email system 100. Collaborate Messages that are handled by the Collaborate action are forwarded to a user who does not use the enterprise mail system. The enterprise email system sets a timer for the message is forwarded to the outside user. Furthermore, when the message is forwarded, the reply address is set to a special address that will cause any reply to be sent back to the enterprise email system 100. If no response is received from the outside user before the timer expires, then the message is returned to the mailbox of the enterprise mail user that initiated the collaborate action. If a response is received from the outside user before the timer expires, the enterprise email system will store the response email message created by the outside user into the email database 130. The original message is then placed back into one of the message queues such that the enterprise mail system user that initiated the collaboration can review the outside user's response before it is sent to the original incoming message sender. In this manner, the response message created by an outsider can be examined before the response email message is sent to the sender of the original incoming message. Referring back to FIG. 1, the queues in the Email Queuing and Mailbox System 140 are organized in a manner that helps the enterprise best respond to the messages. For example, queues may be organized to handle different categories of incoming message. Thus, similar categories of messages can be grouped in the same message queue. The details of the queuing system will be described in a later section. Message may also be placed directly into a particular user's mailbox. For example, if a certain mail user was supposed to receive all responses to a particular outgoing message, such associated response will be placed directly into that mail user's mailbox. Each message queue is defined by a set of configurable parameters. The following table defines a set of parameters that can be used to describe a queue in one embodiment:
Queue Parameter Parameter function
Name Descriptive name for the queue.
Description Detailed description of the use of the queue.
Maximum Timeout The maximum period of time that a message may
remain in the queue before timing out.
Reroute To: The queue or mailbox that messages should be
routed to if the queue timer value expires.
Timeout Actions: A set of actions that should be performed if the
queue timer value expires.
Assigned Users A list of enterprise mail system users assigned to the
mail queue.
As for most configurable parameters, a graphical interface is provided for entering and modifying the parameters in a preferred embodiment. FIG. 3 illustrates a graphical user interface for configuring the queue parameters. Note that a list of available users is display such that users can easily be assigned a subscription to the queue. In one embodiment, the email queuing and mailbox system 140 includes multiple mail queues. The mail queues maybe separated based on varying subject matters (e.g., customer support, request for product/service literature, general comments) or any other system of mail queue organization. If the mail queues are organized into subject matter, then the mail receiver rule of the incoming email receiver 120 can be used to examine and categorize new messages. The incoming email receiver 120 may then route the categorized messages to queues which correspond to the subject matter of the respective messages. In one embodiment, one or more users mail boxes of the email queuing and mailbox system 140 may subscribe to a particular queue (151, 153, or 155). When that user logs into the enterprise email system 100, the email queuing and mailbox system 140 routes messages to the user's queue based upon the user's mail queue subscriptions. For example, all the customer support personnel of a company may subscribe to a queue that receives messages relating to customer support matters. When each customer support representative logs in, the email queuing and mailbox system 140 will deliver a set of customer support messages to that users. In addition, the queues may be linked to other queues. In one embodiment, a priority system may be implemented by linking together queues wherein each queue may specify a configurable amount of time that may elapse before an "action" (e.g., a response to the message) needs to occur for a message stored within a queue. In one embodiment, the predetermined amount of time that a message may be held in a queue before "action" occurs is hereinafter referred to as a "queue timer." Once a message's queue timer expires, a predetermined action is performed by the email queuing and mailbox system 140. In one embodiment, the email message may be routed to another specified queue or user mailbox. The second queue may have a higher priority by indicating a shorter time out period allotted to messages place in the new queue. Other actions may also be specified. For example, in one embodiment, the email queuing and mailbox system 140 may generate an alert message that will be sent to a particular user's mail box. The alert message may indicate that action is required for the respective message which has not yet been handled by any enterprise email user. FIG. 4 illustrates a flow diagram that describes one embodiment of steps for routing messages among the queues and user mailboxes of the email queuing and mailbox system 140 of the enterprise email system 100. In step 402, a new message is routed to one of the mail queues based on a predetermined criterion. The messages are initially routed into a queue based on the mail receiver rules. The criterion for initially selecting an email message queue, however, may vary within the scope of the invention. Messages may subsequently be routed into different message queues depending on message categorization or direct routing commands from users of the enterprise email system 100. In step 404, the email queuing and mailbox system 140 sets a queue timer for the new message. The queue timer defines a predetermined amount of time that the email message mail stay in the queue without having the message expires. The queue timer for the new message immediately begins. At step 406, the queue timer is checked to see if the queue timer for the message has expired. If the queue timer has timed out, then the email queuing and mailbox system 140 proceeds to step 408. At step 408, the Timeout Actions defined in the queue definition are performed. Furthermore, the message is moved to a new message queue as defined by the queue's "route to" parameter. If the email message is routed to another queue, then the method proceeds to step 404 where a new queue timer is assigned to the message for the message. Referring back to step 406, if the queue timer has not timed out, then the email queuing and mailbox system 140 proceeds to step 410. At step 410, the email queuing and mailbox system 140 determines if the message has been moved into a user's mail box. If the message has not been moved into a user's mailbox, then the method proceeds back to step 406 to check for a queue timeout. Otherwise, the method proceeds to step 412. At step 412, the message has been moved into one of the user mailboxes. In one embodiment, as previously discussed, one or more users may subscribe to a queue such that messages from those queues are placed into their mailboxes. In addition, a user may also manually move a message from a queue without subscribing to the queue. Referring to step 412, once a message has been moved into a user mailbox, the email queuing and mailbox system 140 creates a separate second timer for the message. The second timer is a mailbox timer that specifies how long the message has been in the user's mailbox. The mailbox timer immediately begins to lapse. Note that mailbox timer is separate from the queue timer. Moreover, in one embodiment, the queue timer and the user mailbox timer both continue to lapse simultaneously. In step 414, the email queuing and mailbox system 140 determines if the message has been acted upon. The action to stop a timer may vary within the scope of the invention. In one embodiment, the actions required to stop a message timer for a message within a user mailbox can include generating a response to the message, marking the message as requiring no response, releasing the message back to the mail queue from which it came, or routing the message to a different mail queue. If the message within a user mailbox was responded to or no response is necessary, the method proceeds to step 416. If a response was generated or the message required no response, the email queuing and mailbox system 140 deletes the queue timer and the mailbox timer for the message and the method proceeds to step 420, where additional actions on the message are not necessary from the perspective of the enterprise mail system 100. In step 417, if the message was been released back to the mail queue from which it came the mailbox timer is deleted and method proceeds to step 406. Finally, if the message was routed to a different mail queue as stated in step 419, then both the queue timer and mailbox timer are deleted and the method proceeds to step 404. Referring back to step 414, if the message has not been acted upon then the method proceeds to step 418 where the email queuing and mailbox system 140 determines if the mailbox timer for the message has expired. If the mailbox timer has not expired, the message continues to reside in the respective user mailbox and the method proceeds back to step 414. Conversely, if the mailbox timer has expired in step 418 then the method proceeds to step 422. In step 422, the email queuing and mailbox system 140 removes the message from the user's mailbox and returns the email message back to the queue from which the email message was obtained. The method then proceeds back to step 406 where the email queuing and mailbox system 140 determines if the queue timer has yet expired. If the queue timer has not expired, the message continues to reside in the respective queue until the message is moved into a user mailbox or the queue timer expires. If the queue timer for the message has expired then the method proceed to step 408 where the message is routed to a separate queue and the queue timeout actions are invoked. User Message Reading and Responding. A number of enterprise email system users process the email moved into the Email Queuing and Mailbox System 140. Each enterprise mail system user has an account with the enterprise email system 100. The enterprise mail system users are listed in the mail user database 137. The following list defines a set of parameters that define an enterprise mail system user account:
User Account
Parameter Parameter use
Name The user's full name.
Password The password used to access the user account.
Description The title of the user such as "Customer Service
Representative" or Sales Person"
Admin A standard operator level allows the user to perform
Function functions to respond to messages. An administrative level
level allows the user to configure parameters that control the
enterprise email system.
Vacation Specifies if the user is on vacation, and if so which queue
or mailbox should be used to handle this users email if
the user is on vacation.
Queues Defines a set of queues that the user is assigned to.
To simplify the task of creating users, the enterprise email system 100 provides a graphical user interface for entering and modifying user parameters. FIG. 5 illustrates one possible embodiment of a graphical user interface for entering and modifying user parameters. Before a user at a console (for this example we will refer to console 171 in FIG. 1) begins using the enterprise email system 100, the user must log into the enterprise email system 100 from his/her workstation 171. The login procedure informs the enterprise email system 100 that a new active user is available. The enterprise email system 100 responds to the new user login by sending a batch of messages from queues to which the new user subscribes into the user's mail box (for this example we will refer to mailbox 161). The enterprise email system 100 has an idle user log-out feature. The idle user log-out feature automatically logs out a user that has been inactive for a configurable time period. By automatically logging out an inactive user, the incoming email messages in that user's mailbox are returned to the queue from which they came. The enterprise email system 100 then generates a main display screen on the user's console 171 that displays some of the email in the user's mailbox. FIG. 6 illustrates one possible embodiment of a main display screen. The main display screen lists a few of the messages that have been placed into the user's mailbox. (The user may have other email messages in his mailbox that are not currently displayed on the screen.) One of the messages that is currently selected is displayed at the bottom of the screen. In the main user display screen of FIG. 6, a number of actions are listed above the list of email messages. The enterprise email user uses the listed actions for processing messages. The available user actions for the embodiment of FIG. 6 are listed in the following table along with the action that will be performed if the action is selected:
Action
button Action performed
More Fetch more messages from a queue into the user's mailbox.
New Create a new outgoing message.
Find Allows the user to find messages in the email database 130.
Sender Obtain a history of all messages sent from this sender.
History
View Source Examine the full raw SMTP message.
Note Attach a note to this message.
Print Print the message.
NoAnswer Remove the message from the mailbox without responding.
(The message remains in the email database 130.)
Route Route the message to another user or queue.
Send Send the created response message to the original message
sender.
Categorize Add a category to the incoming email message. (This is
analogous to the mail receiver adding a category to an
incoming email message)
<message Create a response message to be sent to the user.
sender or
subject>
Again, many of the actions are the same actions that are in the mail receiver 120 rule set and the category entries. However, some of the actions not yet described will be presented in greater detail The "find" command allows the enterprise email user to search the email database 130 using a structured query. For example, an enterprise email user may find messages from a certain person, messages containing a particular word or phrase, messages associated with a case, messages in the same category, messages answered by the enterprise mail user, or unanswered messages anywhere or in a particular queue. The related command "Sender History" provides the enterprise email system user with a list of messages sent from the same sender. In this manner the enterprise email user may obtain some background on the user's earlier problems. The "note" command allows an enterprise email user to attach a note to a particular message. The note will be placed into the email database 130 such that other enterprise email users that subsequently view the message will see the note. The route command allows a user to route a message to another email user or another queue. As noted in the earlier sections, sending an email message to another user will not stop the queue timer value for the message. However, when a message is routed to a different queue, the original queue timer value is cleared and a new queue timer value is created for the message in the new queue. Routing to either another email user or another queue will clear the mailbox timer value since the message no longer exists in the user's mailbox. To create a response message, the user simply selects the sender's name or the message's subject. In response to selecting the sender's name or the message's subject, the enterprise email system will display a response message screen as illustrate in FIG. 7. The response message may be filled in with a "skeleton" message that was created by the incoming mail receiver 120. Referring to the top of FIG. 7, the user can select and add recipients for the response message, add categories to the incoming message, and add attachments to the response message being created. Furthermore, the user may enter a subject title for the response message. FIG. 7 illustrates a list of four "standard phrase" selectors below the subject field. The standard phrases allow the enterprise email user to quickly enter standard phrases that are placed into email messages. Each standard phrase consists of a string that may include fields from the email database 130 such as <recipient> that designates the recipient's name. In one embodiment, there are four standard phrase fields: Greetings, Body Headers, Body Footers, and Signatures. Greeting consists of introductory salutations such as "Dear <recipient>" or "Hello." Body Headers provide an introductory sentence "Thank you for your interest in our company." Body Footers provide a closing sentence such as "If we can be of further assistance, don't hesitate to write." Signatures provide a standard signature to be used such as "Sincerely, Your Customer Service Representative." Each user can maintain his/her own set of individual standard phrases such that the proper standard phrase can be selected from the list. Furthermore, the user can designate a default standard phrase to be used if no standard phrase is selected. The default may be <No Greeting> as illustrated in FIG. 7 which specifies that no standard phase should be used for that body element. Finally, the bottom of FIG. 7 illustrates the incoming email message and the response message that is being created. To send a message, the enterprise email user selects the "send" command. To forward and track a message to an outside user so that the outside user handle the message, the user creates a response message and then opens up the recipient dialog box. A number of recipients will be displayed as illustrated in FIG. 8. The user selects an outside person (a person that does not use the enterprise mail system) from the address list and then selects the "Forward" button. When the outside user responds to the message, the response will be received by the enterprise email system 100 such that the response message will be placed into the email database 130. The enterprise email system 100 then passes the response message created by the outside user to the original message sender. FIG. 9 illustrates in detail how the forward and track system operates. First, a customer 991 sends a message that is placed into the queuing system 140 of the enterprise email system 100 in step 910. At step 920, the incoming email message is eventually passed to the enterprise email user 992. The enterprise email user 992 passes the message on to outside consultant 993 using the forward and track feature at step 930. The consultant 993 drafts a reply and the reply is sent back to the enterprise email system 100 at step 940. The enterprise email system 100 stores the response in the email database 130 and passes the response to the customer 991 at step 950. To collaborate on a message with an outside user, the user creates a response message but then opens up the recipient dialog box. A number of recipients will be displayed as illustrated in FIG. 8. The user selects a person from the address list and then selects the "Collaborate" button. When the collaborator responds, the collaborator's proposed response will be send back to this user. FIG. 10 illustrates in detail how the forward and track system operates. First, a customer 1001 sends a message that is placed into the queuing system 140 of the enterprise email system 100 in step 1010. At step 1020, the incoming email message is eventually passed to the enterprise email user 1002. The enterprise email user 1002 passes the message on to outside consultant 1003 using the collaborate feature at step 1030. The consultant 1003 drafts a proposed response and the proposed response is sent back to the enterprise email system 100 at step 1040. The enterprise email system 100 stores the proposed response in the email database 130 and places the proposed response into the mailbox of enterprise email user 1002. Eventually, the enterprise email user 1002 retrieves and reviews the proposed response at step 1050. If the enterprise email user 1002 approves of the proposed response, the proposed response is sent to the customer 1001 at step 1060. Alternatively, the enterprise email user 1002 may further edit the response before sending it to the customer. To redirect a message to an outside user to have the outside user handle the message, the user creates a response message but then opens up the recipient dialog box and redirects the message to the user as set forth above and illustrated in FIG. 8. Note that a redirected message maintains the original headers so the outside user can respond directly to the original sender. A redirected message is no longer tracked by the enterprise email system 100. The foregoing has described an enterprise email management system. It is contemplated that changes and modifications may be made by one of ordinary skill in the art, to the materials and arrangements of elements of the present invention without departing from the scope of the invention.
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