Patent ID: 8284920

Claim:
A method for transferring a call at an automatic call distribution system, comprising: receiving from a caller a call for connection with one of a plurality of agents; connecting the call to a selected first agent of the plurality of agents; 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 queuing the request to transfer the call comprises 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; notifying the first agent of the selection of the second agent to receive the call transfer, wherein notifying the first agent of the selection of the second agent to receive the call transfer comprises notifying the first agent of the identity of the second agent selected to receive the call transfer; and transferring the call to the second agent, wherein transferring the call to the second agent comprises 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.