Patent ID: 6914974
Filing Date: 2005-07-05
Classification: G06Q,H04M

Abstract:
1. A method for monitoring a contact made by one or more persons using a telephony system to contact a service provider including the steps of: controlling with a contact control system the selection of a contact by a person while the contact is in the telephony system, the selection being made from the one or more persons contacting the service provider; receiving a selected contact at said contact control system that provides a means to monitor the contact by a human operator; and providing further means controllable by that human operator or automatically by said contact control system to direct said selected contact to a selected contact entry point in the service provider's contact handling system or an alternative contact handling system; or out of said service provider's contact handling system or an alternative contact handling system or terminating said contact; and providing the capability for said human operator to monitor the interactions of both sides of the total duration of the contact including at least the person's contact activities and one or more of the activities of the service provider's contact handling system or an alternative contact handling system and recording said interactions, and wherein said human operator contacts said person at any time during contact with the service provider or after termination of contact with the service provider.