Patent ID: 6611590
Filing Date: 2003-08-26
Classification: H04M

Abstract:
A method of assigning a contact request, initiated by a caller utilizing a browser, to a call center selected from a plurality of call centers, said method comprising the steps of:receiving said contact request; creating a call record; parsing said contact request, including parsing an IP address, a universal resource locator, and a call type of the request to determine a type value associated with a request type field; storing in the call record said IP address if said IP address is valid and storing in the call record said universal resource locator and said call type if said universal resource locator and said call type are non-zero values; establishing a call with said call center, said call type dependent upon said type value, wherein a text-chat session is established for said call with said call center if said IP address is not valid and if said universal resource locator and said call type are not non-zero values; dipping a database to access an applicable rule from a set of rules; applying said applicable rule to said contact request to select said call center from said plurality of call centers; and returning an address associated with said call center to said browser initiating said contact request.