Abstract: A message center server retrieves e-mail messages from one or more e-mail accounts and intelligently distributes them among a plurality of agents handling the messages. Messages received from the same originator regarding the same subject matter are treated as transactions and assigned a unique transaction identifier. When a message initiating a new transaction is forwarded to an agent, the agent's login is associated with the transaction identifier for that message. Thereafter, messages retrieved from the e-mail account(s) are scanned for a transaction identifier. If found, the message—a continuance of the transaction—is placed in the appropriate agent queue. The same agent thus handles all messages from the originator regarding a specific transaction, avoiding the need to relearn a transaction history. If no transaction identifier is found, the message is forwarded to an appropriate pool of new messages.

Abstract: A disconnect signal (e.g. 130 volts D.C.) is applied at the telephone central office to the tip and/or ring lines. A latching relay adjacent to the subscriber equipment operates directly responsive to the disconnect signal, i.e. without delay normally caused by capacitive or voltage buildup, to disconnect the line between the tip and/or ring lines to which the signal has been applied and the subscriber equipment. The relay simultaneously connects the signal to ground through a relatively large resistance to identify or confirm to the central office that the switching action has occurred, which in turn is indicative of line continuity. The relay also operates in a similar manner responsive to a reverse polarity signal (e.g. the re-establishment of the normal line voltage of -48 volts D.C.) to re-establish a normal operative condition.