Patent ID: 7668303

Claim:
A method of processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor, such method comprising the steps of: assigning a call identifier to the call when it arrives at the automatic contact distributor and defining the call as a Session Initiation Protocol (SIP) presentity; and transferring a SIP REGISTER message for the call including the assigned call identifier from a resource of the automatic contact distributor to a tracking server of the automatic contact distributor when the call arrives at the resource to register at the tracking server the SIP presentity of the call at the resource using the assigned call identifier and transferring at least one further SIP REGISTER message identified with the call using the call identifier to the tracking server upon the occurrence of a predetermined call related event, and appending information associated with the predetermined event and an identifier of an application that services the call to the further SIP REGISTER message to permit tracking progress of the call.