Abstract: A method and system for handling, that is routing and tracking, a plurality of incoming media streams of varying types—such as faxes, e-mail, Voice over IP, and others—is disclosed. The system analyzes the incoming media's type, header information and content and, in conjunction with other databases available within an enterprise, such as a human resources or customer information management databases, determines a plurality of suitable enterprise resources that may be able to adequately respond to said incoming media stream. The system may, again in conjunction with the enterprise databases, determine the availability of an identified enterprise resource and, if available, routes said incoming media stream to said identified and available resource. If the identified resource is unavailable, alternate resources are selected from said plurality of identified resources for possible routing of the incoming media stream.

Abstract: Contact centres are typically arranged to receive incoming contacts from customers and act accordingly. That is, the customer initiates contact with the contact centre. More recently, a need has arisen for contact centres to be able to initiate communication with customers. For example, to inform a customer that his or her flight has been cancelled and offer that customer the option to take part in an interactive communication session to book a new flight. A communications system such as a contact centre is interfaced with a business system such as customer relationship management system. In this way messages can be proactively sent to users.