Multiple communication types are integrated into a call center. The communication types can be chat, email, 
Internet Protocol (IP) voice, traditional telephone, 
web page, 
digital image, 
digital video and other types. Features of the invention include allowing a 
single agent to 
handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent 
user interface is described that allows the agent to have control over accepting multiple calls. The agent can 
drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The 
system provides for detailed agent performance tracking. The 
system provides failure 
recovery by using a 
backup system. If the network 
server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an 
active agent. The system integrates human agents' knowledge with an automated 
knowledge base. The system provides for an agent updating, or adding, to the 
knowledge base in real time. The system also provides for “blending” of different communication types.