Patent ID: 7269567
Filing Date: 2007-09-11
Classification: G06Q,H04M,Y10S

Abstract:
1. A call processing system that is configured for: determining an expected economic value that is expected to be derived from performing one or more tasks in connection with an incoming call; assessing a priority of the incoming call based on the expected derived economic value; using the derived expected economic value to determine whether to route the incoming call to an automated call processing system; and a queue having at least a first incoming call and a second incoming call; wherein in response to determining to route the incoming call to an automated call processing system, routing the incoming call to the automated processing system; wherein further deriving the expected economic value of the incoming call comprises: at least partially in response to determining that the expected future profitability of the second caller is greater than the expected future profitability of the first caller, determining that having a customer service representative handle the first incoming call would not be beneficial.