Patent ID: 8611524

Claim:
A method for call routing, comprising: receiving routing request information sent by an information processing device, wherein the routing request information carries customer media information, the customer information comprising an encoding format used for encoding media stream; acquiring customer requirement quality of service according to the encoding format carried in the customer media information, wherein the customer requirement quality of service comprises a rate for transmitting media stream that is encoded by using the encoding format; and selecting an agent or an automatic response system IVR that is matched with the customer requirement quality of service according to the customer requirement quality of service, wherein selecting the agent or the automatic response system IVR that is matched with the customer requirement quality of service according to the customer requirement quality of service comprises: querying quality of service data matching information which comprises a relationship between the agent or the automatic response system IVR and a bandwidth allocated for the agent or the automatic response system IVR; determining the bandwidth that matches the rate for transmitting media stream; and selecting the agent or the automatic response system IVR corresponding to the determined bandwidth that matches the rate for transmitting media stream according to the quality of service data matching information.