Patent ID: 8594310

Claim:
A method, comprising: receiving, at a first call center, a call from a caller; identifying first information associated with the caller based on the caller's telephone number or a network address associated with the caller; forwarding the call to an agent workstation; determining, at the agent workstation, that the call must be transferred; providing, at the agent workstation, a graphical user interface including a plurality of items associated with possible reasons for the call; receiving, via the graphical user interface and from an agent at the agent workstation, input identifying one of the items associated with a reason for the call; appending information to the call based on the received input, wherein the appending comprises appending information identifying the reason for the call in a header of a session initiation protocol (SIP) message; forwarding the call with the appended information to a call transfer device associated with a plurality of call centers; identifying, by the call transfer device, a second call center to which to forward the call; identifying, by the call transfer device, an automatic call distributor (ACD) from among a plurality of ACDs at the second call center, the identified ACD having a shortest queue time or lightest call load of the plurality of ACDs at the second call center; and forwarding the call to the second call center.