Multiple call handling in a call center

Abstract

The invention provides a method and system for indefinitely queuing telephone calls in a call center independent of the telephone instrument deployed in the call center. The system includes a plurality of call center telephones, an Automatic Call Distributor (ACD) connected to the call center agent telephones and a Computer-Telephony Integration (CTI) link connected with a multi-call handling (MCH) server having multiple call handling (MCH) application and a data repository. Call center technicians create a first new route point and a second new route point in the ACD using the ACD's configuration program. A client application running on the MCH server monitors telephone calls to the plurality of call center agent telephones through the CTI link. In response to a command from the client application of a call queue request for a call on a particular agent telephone, the MCH application running on the MCH server creates an index for the call, sets a timer for a duration less than the default call timeout period for the ACD, and directs the ACD to transfer the call in the first new route point. Prior to expiration of the default timeout period, the MCH application directs the ACD to transfer the call to the second new route point. The data repository retains the index for each call processed by the MCH application. Storing the unique index for each call allows the MCH application to keep track of each call and enable the MCH application to retrieve a particular call, providing the agent with the ability to selectively retrieve or discard parked calls. The invention is also applicable to robotic call servicing applications that need to park calls and retrieve them. In such embodiments, the MCH application receives instructions from the robotic application rather than the client application.