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.