Patent ID: 9001993
Filing Date: 2015-04-07
Classification: H04M

Abstract:
1. A method for queuing an inbound communication, comprising: receiving the inbound communication; determining availability of one or more agents with respect to at least one of a plurality of communication types; maintaining an information record associated with the inbound communication, the information record including a business opportunity associated with the inbound communication and identifying at least one of the one or more agents having a preexisting relationship with a customer initiating the inbound communication; reviewing one or more profiles of the one or more agents to assess applicability of the one or more agents to handle the inbound communication, wherein reviewing the one or more profiles includes reviewing one or more profiles that provide a set of rules determining how many and what types of inbound communications an agent can handle at a given time, as well as preferences of the agent; selecting, by a processor, an appropriate agent of the one or more agents based on the availability of the appropriate agent to accept the inbound communication, the selecting of the appropriate agent comprising evaluating the business opportunity with respect to the one or more profiles and evaluating the preexisting relationship with respect to the one or more profiles; and forwarding the inbound communication to the appropriate agent.