A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.