Abstract: A method and apparatus are provided for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor. The method includes the steps of assigning a call identifier to the call when it arrives at the automatic contact distributor and transferring a call registration message from a resource of the automatic contact distributor to a tracking server of the automatic call distributor to register a presence of the call at the resource using the assigned call identifier.

Abstract: The system for connecting an incoming call to a Central Office (CO) to an agent for servicing the call, comprises: an Automatic Call Distributor (ACD) coupled to the CO; at least one agent position connected to the CO; a server computer; circuitry for connecting an incoming call via a trunk line to the Automatic Call Distributor: circuitry and software for determining at the Automatic Call Distributor which agent position(s) is available; software for advising the server computer at the Central Office to connect the incoming call to the available agent position via a bridge at the Central Office; and circuitry for disconnecting the trunk lines from the Central Office to the Automatic Call Distributor after the bridge is established so those trunk lines can be used for future calls.