Patent ID: 8358769
Filing Date: 2013-01-22
Classification: H04M

Abstract:
1. A method for routing an interaction, comprising the steps of: (a) receiving the interaction at a media server coupled to a network, the network including connections to communication stations associated one-to-one with each of a plurality of agents; (b) transmitting from the media server to each of the communication stations, identity of initiator of the interaction and using the identity of the initiator to retrieve further data concerning the interaction from a database connected to the network prior to making a routing decision for the interaction to any one of the plurality of communication stations; (c) receiving, at the media server, routing responses from one or more of the individuals associated with the communication stations over the network, the responses from the agents are in response to the transmission of the identifying information; (e) determining routing instructions, at the media server, for the interaction based at least in part on the responses received; and (f) executing the routing instructions in the media server, routing the interaction to at least one of the plurality of agents.