Patent ID: 7010115
Filing Date: 2006-03-07
Classification: H04M

Abstract:
1. A method at least partially based upon use of the Internet for distributing customer contacts to a plurality of transaction processing entities of a transaction processing system, such method comprising: providing a plurality of data applications for communicating through the Internet where each data application of the plurality of data applications operates under a different Internet format; predicting a time for assignment of at least one customer contact to at least one transaction processing entity of the plurality of transaction processing entities in the transaction processing system; using the Internet to set up the at least one customer contact using one of the plurality of data applications based upon the predicted time determining that the at least one customer contact is one of the group consisting of a live customer contact and a contact with an unavailable customer; when the customer contact is a live customer contact, assigning the customer contact to a transaction processing entity of the plurality of transaction processing entities based upon contact associated information; and when the customer contact is a contact with an unavailable customer, assigning the customer contact to a queue so that transaction processing entities are assigned to the queue on a first-in, first-out basis as a transaction processing entity of the plurality of transaction processing entities become available.