Patent ID: 7769160
Filing Date: 2010-08-03
Classification: H04M

Abstract:
1. A system for routing an agent to a preferred communications platform in order to receive a customer call, comprising: a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed; a virtual automated call distributor (VACD); an interactive voice response (IVR) system that requests an agent's identification from the VACD, wherein the VACD and the web server are coupled to the IVR system; wherein the VACD selects the agent's identification and routes a customer's information to an agent desktop environment (ADE) coupled to the VACD; and an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop; wherein the IVR system queries the ADE for user name information relating to the web server; wherein the ADE queries an agent table for a user name; and wherein the agent is routed to a preferred communications platform at any time based on at least one of: a site, a project identification, a project load, and an attribute of the agent; wherein the customer's information is routed to the ADE environment through a message transfer layer.