Patent ID: 8428047
Filing Date: 2013-04-23
Classification: H04L,H04M

Abstract:
1. A method comprising: storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers; receiving, by the server and after a first communications link is established between a device associated with a customer and a company web server, a telephone call request from the customer; identifying, in the memory and using identification information associated with the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of different call centers, the information identifying the first call center agent being identified based on the information identifying the one or more skills of the first call center agent and the telephone call request; determining, by the server, whether the first call center agent is available; when the first call center agent is not available: when the first call center agent is available: