a method and system for handling a call in a communications network that requires operator assistance . the system comprises a service control point , an operator server and a context server . the operator server dynamically selects an optimal operator center from a plurality of available operator centers for the call based on context information . the operator server then provides information on the selected operator center to the service control point , which generates call handling information for the call that causes the communications network to route the call to the selected one of the operator centers . the context server manages the context information for the call .