Patent ID: 8462934

Claim:
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, and 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 customer's information is routed to the ADE environment through a message transfer layer, wherein the agent is routed to the 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.