Patent ID: 11895162
Assignee: BANK OF AMERICA CORPORATION
Field: Digital communication (Electrical engineering)
Classification: CPC H | IPC G  H

Claim 15:
16. The non-transitory computer-readable medium of claim 15, wherein the instructions further cause the processor to:
receive a second request to establish a fourth call between the UE associated with the client and a second network node, wherein:
receiving the second request is in response to the client requesting to receive a particular service type on the third call;
the second network node is configured to route calls to a plurality of agents;
each group of agents from among the plurality of agents is associated with a different service type;
the second request comprises client information comprising the particular service type;

identify at least one agent from among the plurality of agents who is associated with the particular service type;
query the second network node to determine which agent from among the at least one agent is available to receive a call;
identify a particular agent from among the at least one agent who is available to receive the call;
route the fourth call over a third communication channel between the processor and a third endpoint device associated with the particular agent; and
establish a fifth call between the particular agent and the client by merging the third call and the fourth call.