Patent ID: 7970117

Claim:
A method for handling calls at an automatic call distributor, comprising: receiving from a first caller a first call for distribution to one of a plurality of agents; receiving from the first caller a first request associated with the first call; linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and receiving from the first caller an indication that the first caller is willing to participate in a group session with the one or more additional callers; in return for receiving the indication that the first caller is willing to participate in the group session, prioritizing the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents; distributing for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.