Patent ID: 9143615
Filing Date: 2015-09-22
Classification: H04M

Abstract:
1. A computer-implemented communication routing method implemented by a communication routing system for providing flexible outbound communication options and effectively allocating resources of the communication routing system, the communication routing system including at least a central server system having a processing unit, the method comprising: receiving an incoming communication over an inbound communication channel at the communication routing system from a user; dynamically assessing demands on the communication routing system in relation to available resources; selecting at least one communication target at one of multiple communication centers for the user; determining, using the processing unit, an estimated wait time for routing the user to the at least one communication target based on the demands on the communication routing system; providing at least one outbound communication option upon holding the user longer than the estimated wait time, the at least one outbound communication option providing for the user to receive an outbound communication; receiving a selection of the at least one of outbound communication option and sending the selection to the processing unit; scheduling, using the processing unit, an outbound communication based on the selected outbound communication option and storing scheduled outbound communication information in a queue in a database; reallocating resources in the communication routing system based at least in part on the selected outbound communication option; retrieving, using the processing unit, the scheduled outbound communication information from the database and forwarding the outbound communication information to a selected communication target; and contacting the user from the selected communication target based on the selected outbound communication option.