Method and system for transferring a call at an automatic call distribution system

A system for transferring a call at an automatic call distribution system, comprising:

• an interface operable to receive from a caller a call for connection with one of a plurality of agents;
• a processor coupled to the interface and operable to:
• connect the call to a selected first agent of the plurality of agents;
• while maintaining communication between the first agent and the caller:
• receive a request to transfer the call to another one of the plurality of agents;
• queue the request to transfer the call, wherein a processor operable to queue the request to transfer the call comprises a processor operable to place the request to transfer the call into a queue comprising additional calls for initially connecting with one of a plurality of agents;
• prioritize the request to transfer the call over the additional calls in the queue;
• and
• select a second agent of the plurality of agents to receive the call transfer;
• notify the first agent of the selection of the second agent to receive the call transfer, wherein a processor operable to notify the first agent of the selection of the second agent to receive the call transfer comprises a processor operable to notify the first agent of the identity of the second agent selected to receive the call transfer;
• and
• transfer the call to the second agent, wherein a processor operable to transfer the call to the second agent is operable to conference the second agent such that an active communication session is established between the caller, the first agent, and the second agent, whereby the caller, first agent, and second agent are communicating with each other in the active communication session.

A system for transferring a call at an automatic call distribution system, comprising:

• means for receiving from a caller a call for connection with one of a plurality of agents;
• means for connecting the call to a selected first agent of the plurality of agents;
• means for, while maintaining communication between the first agent and the caller:
• receiving a request to transfer the call to another one of the plurality of agents;
• queuing the request to transfer the call, wherein means for queuing the request to transfer the call comprises means for placing the request to transfer the call into a queue comprising additional calls for initially connecting with one of a plurality of agents;
• prioritizing the request to transfer the call over the additional calls in the queue;
• and
• selecting a second agent of the plurality of agents to receive the call transfer;
• means for notifying the first agent of the selection of the second agent to receive the call transfer, wherein means for notifying the first agent of the selection of the second agent to receive the call transfer comprises means for notifying the first agent of the identity of the second agent selected to receive the call transfer;
• and
• means for transferring the call to the second agent comprising conferencing the second agent such that an active communication session is established between the caller, the first agent, and the second agent, whereby the caller, first agent, and second agent are communicating with each other in the active communication session.

Logic embodied in a non-transitory, tangible a computer readable medium, the computer readable medium comprising code operable to:

• receive from a caller a call for connection with one of a plurality of agents;
• connect the call to a selected first agent of the plurality of agents;
• while maintaining communication between the first agent and the caller:
• receive a request to transfer the call to another one of the plurality of agents;
• queue the request to transfer the call, wherein code operable to queue the request to transfer the call comprises code operable to place the request to transfer the call into a queue comprising additional calls for initially connecting with one of a plurality of agents;
• prioritize the request to transfer the call over the additional calls in the queue;
• and
• select a second agent of the plurality of agents to receive the call transfer;
• notify the first agent of the selection of the second agent to receive the call transfer, wherein code operable to notify the first agent of the selection of the second agent to receive the call transfer comprises code operable to notify the first agent of the identity of the second agent selected to receive the call transfer;
• and
• transfer the call to the second agent, wherein code operable to transfer the call to the second agent is operable to conference the second agent such that an active communication session is established between the caller, the first agent, and the second agent, whereby the caller, first agent, and second agent are communicating with each other in the active communication session.