Patent ID: 8904409

Claim:
A method, comprising: establishing a first communication session via an agent interface, wherein the first communication session supports communications between an agent and a first customer, and the agent interface identifies information regarding the first customer; establishing a second communication session via the agent interface, wherein the second communication session is established while the first communication session is ongoing, the second communication session supports communications between the agent and the second customer, and the agent interface identifies information regarding the second customer; and responsive to receipt of an event received via the agent interface, in response to the event being a transition request, processing the transition request, wherein the processing the transition request comprises recording a status of the agent interface for a current communication session, wherein the current communication session is one of the first communication session and the second communication session, performing a transition between the current communication session and the other of the first communication session and the second communication session, logging the transition in a transition log, and restoring the status of the agent interface for the other of the first communication session and the second communication session.