Patent ID: 8249245
Filing Date: 2012-08-21
Classification: H04M

Abstract:
1. A system for automatically distributing calls, the system comprising: a connectivity controller that receives incoming calls; a call controller in communication with the connectivity controller, wherein the call controller stores the incoming calls received by the connectivity controller in a centralized queue and directs the connectivity controller to route an incoming call stored in the centralized queue directly to an agent in an agent node; wherein the agent node comprises a group of agents qualified to process the incoming call, wherein the group of agents is selected based upon at least one of first information regarding metrics related to the operation of the system and information regarding capabilities of respective agents; a relationship manager in communication with the call controller, wherein the customer relationship manager identifies the agent to the call controller from the group of agents qualified to process the incoming call, wherein the identification is based at least in part on second information related to at least one of a user initiating the incoming call, the capabilities of the agent, and the incoming call; and a metrics service in communication with the call controller, wherein the metrics service maintains metrics based on one or more of said first and second information.