Patent ID: 8600036

Claim:
A computer-implemented system for routing a call to a call center, the system comprising: a computer system comprising at least one processor; and a storage device comprising a computer-readable medium in communication with the processor and storing instructions configured to be executed by the processor to: receive a call from a caller at an automated call distributor; attempt to initiate an interactive voice response interrogation session with the caller; upon acceptance of the interactive voice response interrogation session: receive information from the caller in response to the interactive voice response interrogation session; classify the call as at least one of a first type and a second type based on the information received from the caller in response to the interactive voice response interrogation session; when the call type is classified as the first type, route the call to a first branch of a plurality of branches comprising at least one agent designated to receive calls classified as the first type; and when the call type is classified as the second type, route the call to a call center comprising at least one agent designated to receive calls classified as at least one of the first type and the second type; and upon denial of the interactive voice response interrogation session: initiate a computer telephone integration (“CTI”) call routing strategy check: upon the call passing the CTI strategy check, route the call to a second branch comprising at least one agent designated to receive calls that pass the CTI strategy check; and upon the call failing the CTI strategy check, route the call to the call center.