Patent ID: 8107613

Claim:
A method of processing calls in a call center wherein a caller's matter is first handled by a first agent and is subsequently handled by a second agent, the method comprising the steps of: upon receipt of an incoming communication, creating a voice recording of at least part of that portion of the caller's matter handled by the first agent; providing the second agent with an opportunity to play back the voice recording prior to the second agent handling said caller's matter, said caller being temporarily placed on hold if the second agent plays back the voice recording; upon a subsequent handling of the call by the second agent, receiving, by the second agent an indication of the voice recording; connecting the second agent to said caller on hold following the second agent listening to at least a portion of the voice recording; playing a recorded message to said caller while said caller is temporarily on hold, the recorded message comprising an indication that the second agent is playing back the voice recording; designating the call as a transferred call prior to transfer to the second agent; prior to transferring the call to the second agent, waiting for the first agent to update an interaction record with a description of the content of the call between the first agent and said caller; receiving, from the first agent, the interaction record prior to permitting the first agent to move onto another call or permitting the second agent to respond to said caller; and during playing of the recorded message, providing an opportunity for the second agent to review the voice recording and the interaction record while said caller continues receiving the recorded message.