System and method for monitoring and routing incoming calls

A communication system for routing and monitoring an incoming telephone call in an organization, the communication system comprising:

• a telephone switch;
• a server side, the server side including a computer telephone integration server, the computer telephone integration server including a call routing server and a memory portion for storing information, the call routing server monitoring the properties of incoming telephone calls and retrieving information from the memory portion based on monitored properties of the telephone call;
• and
• a client side, the client side including:
• an agent telephone, the agent telephone for receiving selected telephone calls forwarded from the telephone switch;
• and
• an agent application, the call routing server monitoring the telephone call to the agent telephone and forwarding information regarding the telephone call to the agent application, the agent application displaying the information for viewing by an agent user;
• an attendant telephone that receives selected telephone calls from the telephone switch prior to the telephone call being forwarded to the agent telephone;
• and
• an attendant application, the call routing server monitoring the telephone call to the attendant telephone and forwarding information regarding the telephone call to the attendant application, the attendant application displaying the information for viewing by an attendant user, the attendant application providing the attendant user with the capability to forward the telephone call to the agent user.