Patent ID: 7853653

Claim:
A method of processing an e-mail directed to an organization by a client and handled by a remotely located agent of the organization, such method comprising: the agent sending a SIP SUBSCRIBE message subscribing to presence of e-mails assigned to agents; receiving the e-mail at a contact processing center of the organization; sending a SIP message to the agent notifying the agent of the e-mail, the agent returning a SIP message to activate downloading the e-mail to the agent; downloading the received e-mail along with a monitoring servlet encoded within a midcall message together in a single message from the contact processing center to a terminal of the remotely located agent of the organization; the agent sending a response to the e-mail to the client; and the servlet automatically activating display of the e-mail on the terminal of the agent and measuring and reporting to a server of the contact processing center of the organization activity of the agent on the e-mail.