Patent ID: 8503647

Claim:
A method implemented on an information handling system for managing call event data for caller-to-agent-by-carrier calls comprising: providing a customer information database with a plurality of customer data records wherein each customer data record comprises a plurality of caller facts, the plurality of caller facts comprising a caller identity and a customer phone number; receiving a phone call from a caller at a destination phone number and generating a first telephonic connection with that caller; playing a preselected audio recording to the caller over the first telephonic connection; determining the caller phone number with a caller identification device; selecting a customer data record from the customer information database corresponding to the caller phone number; storing a call occurrence in the customer data record of the customer information database; generating a second telephonic connection with an agent; generating a computer network connection with the agent; sending one or more of the caller facts to the agent via the computer network connection; establishing voice communication between the caller and the agent, the voice communication having a call duration; and populating the customer data record with additional caller facts wherein each of the additional caller facts corresponds to one or more call events that occurs during the call duration.