Method and system for a scalable computer-telephony integration system

A system for managing a contact center directory in a scalable computer-telephony integration system, the system comprising:

• one or more processors;
• a communication network;
• a database;
• a non-transitory computer-readable memory communicatively coupled to the one or more processors, the communication network, and the database, and storing thereon instructions that, when executed by the one or more processors, cause the system to:
• generate a plurality of contact center service categories each corresponding to a particular type of contact center service in a computer-telephony integration system;
• for each of the plurality of contact center service categories:
• generate one or more sets of contact information for communicating with call agents assigned to the respective contact center service category;
• and
• store the respective contact center service category along with a reference to each of the one or more sets of contact information assigned to the respective contact center service category in the database;
• and
• for a call agent of a plurality of call agents:
• present, via the communication network, one or more contact center service categories of the plurality of contact center service categories which the call agent has permission to access, and one or more sets of contact information assigned to each of the one or more contact center service categories on a display for use by the call agent;
• and
• present, via the communication network, one or more user controls for transferring, dialing, or conferencing the call agents associated with the one or more sets of presented contact information on the display to facilitate efficiently transferring calls to call agents best suited for responding to an inquiry by a customer.