Patent ID: 8295472

Claim:
A method for managing customer calls and web submissions in a call management system, the method comprising: receiving a web submission at the call management system at a first time; generating a first ticket number associated with the web submission utilizing the call management system; generating a first digital recording file configured to generate a first audio message stating both the first ticket number and that the web submission was received from an internet-based system; storing the first ticket number and the first digital recording file in a first record of a storage queue; receiving a live call at the call management system at a second time; generating a second ticket associated with the live call utilizing the call management system; generating a second digital recording file when the live call changes into a hang-up call before being serviced by a service agent, the second digital recording file configured to generate a second audio message stating both the second ticket number and that the live call was received from a communication device; storing the live call or the second ticket number and the second digital recording file in a second record of the storage queue, the first record being positioned in the storage queue before the second record, the storage queue being configured to have the first record being serviced before the second record; generating the first audio message when the service agent accesses the first digital recording file in the storage queue; and wherein generating the second digital recording file when the live call changes into the hang-up call before being serviced by the service agent comprises: detecting that the live call has changed to the hang-up call; generating the second digital recording file based on detecting that the live call has changed to the hang-up call; and associating the second digital recording file with the second ticket number corresponding to the live call.