A method and apparatus provides data to an agent station associated with a transaction
processing system. The data corresponds to an incoming call routed from a caller
through a communication network to the agent station, where the incoming calls
are based on voice-mode communication and/or text-mode communication. The method
includes the steps of receiving the incoming call from the communication network,
obtaining caller-specific data corresponding to the incoming call, inspecting the
caller-specific data to determine a specialty type corresponding to the incoming
call, selecting an selected agent station based upon the determined specialty type
and routing the incoming call to the selected agent station, transmitting the caller-specific
data to the selected agent station, and automatically launching or maximizing an
application on the selected agent station so that the application and corresponding
call-specific data is available to the agent when the agent services the incoming call.