Patent ID: 8391463

Claim:
A method for associating contacts, comprising: one of receiving and initiating a first contact at a first contact center; assigning the first contact to a first resource; recording information related to the first contact; the first resource taking a first action including one of: a) placing the first contact on hold, or b) terminating the first contact and entering an after-contact work state associated with the terminated first contact; after taking the first action, and while the first contact is on hold or while the first resource is in an after-contact work state associated with termination of the first contact, the first resource initiating the establishment of a second contact; and recording information related to the second contact, wherein, in response to the first resource initiating the establishment of a second contact while the first contact is on hold or while the first resource is in the after-contact work state following termination of the first contact, the first and second contacts are indicated as being related to one another, and wherein an indication that the first and second contacts are related to one another is included in the recorded information related to the first contact and the recorded information related to the second contact.