A method, system, and program for managing a caller profile for multiple
callers across multiple call hold centers are provided. Multiple call
centers preferably subscribe to a remote caller profile server that
manages caller profiles that are distributable to the multiple call
centers. Each of the multiple call centers utilizes caller profiles to
specify services to the callers related to the caller profiles when those
callers are placed on hold within the caller centers. In addition, each of
the call centers monitors the activity of callers while on hold and
transfers the monitored activity information to the remote caller profile
server to update the caller profiles.
