A system for optimizing response time to events or representations thereof waiting in a queue, said events received and queued with an assigned priority within a multimedia communication center, the system comprising: a first token generator for connection-oriented-switched telephony, referred to hereinafter as COST, events; a second token generator for data network telephony, referred to hereinafter as DNT, events; a server having access to tokens representing COST and DNT events in the queue; a software application running on the server; and a rule base accessible from the server, the rule base containing rules governing the optimization; characterized in that the first token generator is adapted to generate a first token representing a COST event and the second token generator is adapted to generate a second token representing a DNT event, each of the first and second tokens having assigned a priority state and including criteria required to process the corresponding event, and each of the first and second tokens being sent by respectively the first and second token generators for being stored in the queue, and by means of a parsing engine (1704, 1706, 1708) parsing the criteria included in the tokens contained in the queue; further characterized in that the software application is adapted to: compare the parsed criteria against rules accessed from the rule base in order to determine a measure of disposal time for each event; for each parsed criteria determine whether the measure of disposal time is lower than a predetermined disposal time threshold, if the measure of disposal time is lower than the disposal time threshold, determine which of those one or more events represented by the tokens can be alternately processed efficiently without causing latency to higher priority events and if so, those one or more tokens are modified to reflect a higher priority state than originally assigned, thereby causing the modified tokens to be immediately removed from the queue. a first token generator for connection-oriented-switched telephony, referred to hereinafter as COST, events; a second token generator for data network telephony, referred to hereinafter as DNT, events; a server having access to tokens representing COST and DNT events in the queue; a software application running on the server; and a rule base accessible from the server, the rule base containing rules governing the optimization; characterized in that the first token generator is adapted to generate a first token representing a COST event and the second token generator is adapted to generate a second token representing a DNT event, each of the first and second tokens having assigned a priority state and including criteria required to process the corresponding event, and each of the first and second tokens being sent by respectively the first and second token generators for being stored in the queue, and by means of a parsing engine (1704, 1706, 1708) parsing the criteria included in the tokens contained in the queue; further characterized in that the software application is adapted to: compare the parsed criteria against rules accessed from the rule base in order to determine a measure of disposal time for each event; for each parsed criteria determine whether the measure of disposal time is lower than a predetermined disposal time threshold, if the measure of disposal time is lower than the disposal time threshold, determine which of those one or more events represented by the tokens can be alternately processed efficiently without causing latency to higher priority events and if so, those one or more tokens are modified to reflect a higher priority state than originally assigned, thereby causing the modified tokens to be immediately removed from the queue. compare the parsed criteria against rules accessed from the rule base in order to determine a measure of disposal time for each event; for each parsed criteria determine whether the measure of disposal time is lower than a predetermined disposal time threshold, if the measure of disposal time is lower than the disposal time threshold, determine which of those one or more events represented by the tokens can be alternately processed efficiently without causing latency to higher priority events and if so, those one or more tokens are modified to reflect a higher priority state than originally assigned, thereby causing the modified tokens to be immediately removed from the queue.