Patent ID: 6718022
Filing Date: 2004-04-06
Classification: H04M

Abstract:
A method for maintaining information about a call, comprising:when the call is received from a caller at a call processing system, the call processing system including an information server and a plurality of automatic call distribution systems: at the information server, creating a universal call identification for the call, wherein the call includes each of a plurality of call segments that occur between a first connection of the caller resource to the call processing system and a disconnection of the caller resource from the call processing system; at the information server, creating a record of each of the plurality of call segments, at the information server, associating the universal call identification with each of the plurality call segments; at the information server, storing the record of each of the plurality of call segments in a call segment table of the call processing system such that the record is accessible using the universal call identification; and at the information server, storing agent data, determined during the call, in an agent activity table, wherein the agent activity table is linked to the call segment table.