Patent ID: 8553871

Claim:
A method of monitoring consumer calls placed to a business and conducted between a consumer and a business representative, said method comprising: receiving an incoming telephone call placed to a business from a consumer, wherein the incoming telephone call from the consumer is initiated external from the business; directing said incoming telephone call to a business representative for said business; thereafter, requiring said business representative to enter a business representative identifier through a telephone so as to identify said business representative as having answered said incoming telephone call; thereafter, connecting said incoming telephone call between said consumer and said business representative after said business representative enters said business representative identifier, wherein; recording a telephone conversation between said business representative and said consumer; storing said recorded conversation and the business representative identifier in a memory device; recording a plurality of conversations between a plurality of consumers and at least said business representative; providing said business representative with access to said plurality of recorded conversations in which said business representative participated so as to be able to play back at least one of said recorded conversations; and displaying on a user interface a first icon for accessing said recorded conversations of said business representative that have already been played back and a second icon for accessing said recorded conversations of said business representative that have not yet been played back.