Patent ID: 7778405
Filing Date: 2010-08-17
Classification: G06Q,H04M

Abstract:
1. A method of controlling a plurality of contacts between an assigned agent and a plurality of respective clients on a terminal of the assigned agent of an organization comprising: setting up a plurality of simultaneous contacts made up of at least one contact with each of the respective clients under an Internet protocol; simultaneously displaying a respective line display/softkey of each client of the plurality of clients where the respective line display/softkey depicts a status of the contact with the client; opening a previously inactive contact in response to activation of the respective line display/softkey of the previously inactive contact; storing in memory any spoken words of an incoming inactive contact of the plurality of contacts with the assigned agent when another contact is active and playing the stored spoken words when the incoming inactive contact is activated by the agent; and prompting the assigned agent to service each of the plurality of simultaneous contacts upon detecting that the contact has not been opened for a predetermined time period.