ent software pulls out messages to managed mailboxes such as those addressed to generic functions such as info@company.com, techsup- port@company.com, and sales@company.com. They route them to groups of agents or respond to them with an automatic reply, based on subject, message, and content. Value-Added Applications for Telephone Systems Universal queue If agents in first choice are busy, go to second choice Contact center server for e-mail, phone calls, and chat messages First choice agents for voice calls First choice agents for e-mail and chat Second choice for e-mail and chat Second choice for voice calls LAN = Local Area Network Figure 2-10 A universal queue in a contact center. In a similar manner, web chat software pulls messages sent by people who clicked a Contact Me Now button on the organization's web site. Software like this uses the same protocol to pull the messages as that on the e-mail server. With both the e-mail and web chat software, a gateway interface provides information on agent availability and skill level to handle the chat session or e-mail message. Data Centers and IP Private Branch Exchanges An Organization That Lauds Its Live Service In the midst of cutting back on the use of live agents, some web-based organiza- tions make a special point of advertising how easy it is to reach their live help to assist in ordering or returning merchandise. One such organization is Zappos, a subsidiary of Amazon.com. A March 5, 2010 New York Times article by Stuart Elliott, titled "Tireless Employees Get Their Tribute, Even If It's in Felt and Polyester," described Zappos' new advertising campaign. In the advertising campaign, Zappos' customer service agents, represented by puppets, are depicted during phone calls with customers. In the article, Aaron Magness, director for Brand Marketing and Business Development at Zappos, had this to say: Our customer loyalty team is not scripted and is not measured on time of calls. The goal is when you see the ads and TV, print or digital, you'll say, "That's the