Patent ID: 6931119

Claim:
A method for providing data to an agent station associated with a transaction processing system, the data corresponding to an incoming call routed from a caller through a communication network to the agent station, the incoming call based on voice-mode communication and/or text-mode communication, the method comprising the steps of: receiving the incoming call from the communication network; obtaining caller-specific data corresponding to the incoming call, said caller-specific data obtained from a database accessed via an index or pointer derived from data contained in DNIS or ANI fields associated with the incoming call; inspecting the caller-specific data to determine a specialty type corresponding to the incoming call; selecting an agent station based upon the determined specialty type, and routing the incoming call to the selected agent station; transmitting the caller-specific data to the selected agent station; and automatically launching or maximizing an application on the selected agent station based on the specialty type so that the application and the corresponding call-specific data are available to the agent when the agent services the incoming call.