Abstract: A system and method is provided for monitoring and routing incoming communications to an agent in an organization. In accordance with the system and method of the invention, a communication control system is provided that includes a server side and a client side. The server side includes a computer telephone integration (CTI) server. The CTI server is connected to a phone switch via an interface application, and includes a call routing server. The communication control system also includes a client side. The client side may include an agent application, an attendant application, and a configuration application. The call routing server monitors all calls coming into an organization which are to an agent or an attendant and routes the calls based on various parameters. The call routing server provides various information to the agent application and the attendant application based on the incoming call.

Abstract: A method, system, and computer program product are provided that extend the functionality of personal information managers (PIMs) to allow a user to perform telephone control operations through the PIM. The method, system, and computer program product also allow the user to extend the capabilities of his telephone system. The user can receive information maintained by the PIM (such as contacts, unread e-mail messages, and calendar appointments) as needed, without requiring a query. The user can receive unread e-mail or reminders about imminent appointments through a pager, for example. Parties trying to contact the user can also receive information maintained by the user's PIM. For example, a caller can learn the user's whereabouts, as indicated by the user's appointment calendar, when the user is unavailable to answer a telephone call. This functionality is provided in part by connecting the PIM and its data structures to a private branch exchange.