Patent ID: 8139753

Claim:
A method of handling a telephone call within a telephone network, the method comprising the steps of: (a) providing a multi-tenanted computer-telephony integration (CTI) server, wherein the different tenants correspond to various outlets for one or more product or service offerings, and wherein the CTI server is located within the telephone network and adapted to receive conventional telephone calls via a telephony interface, the CTI server located outside the customer premises for the various outlets; (b) intercepting by the CTI server within the telephone network a call directed to one of the outlets, and receiving the call at the telephony interface of the CTI server; (c) using calling line identification (CLI) for the call by the CTI server to identify the calling party and to retrieve a customer profile by matching the calling party's CLI with a previously-stored CLI in a call history database collocated with the CTI server remotely from the various outlets, wherein the customer profile is based on previous orders processed by one or more of the outlets; (d) queuing the call at the CTI server within the telephone network if it is determined that the outlet to which the call is directed is unable to currently service the call; and (e) forwarding the call from the CTI server over the telephone network to the outlet to which the call was originally directed to process the call; wherein the CTI server uses the customer profile for providing priority call handling treatment comprising at least automated order status for loyal customers, wherein a customer is considered loyal at least when the customer's profile indicates the customer is a repeat caller.