Patent ID: 8588401

Claim:
A system for routing an outbound communication comprising: a repository configured to store a plurality of outbound numbers and associated flags; a processor; a memory, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to: detect whether the outbound communication to a customer requires live assistance by searching the repository and detecting whether a flag is associated with one of the plurality of outbound numbers associated with the outbound communication; in response to not detecting the flag, dial the one of the plurality of outbound numbers associated with the outbound communication without first reserving an agent; in response to detecting the flag, identify an available agent to handle the outbound communication; reserve the available agent for handling the outbound communication; dial the one of the plurality of outbound number associated with the outbound communication; and in response to the customer answering the outbound communication, establish a communication session between the available agent and the customer.