Patent ID: 8831184

Claim:
A system, comprising: an interactive voice response module to receive a telephone call from a user; a memory to host a subscriber profile database and a contact log session data store, the interactive voice response module to use the subscriber profile database to identify the user and use the contact log session data store to store data related to a communication session initiated by the telephone call; a telephone call router coupled to the interactive voice response module to route the telephone call to one of a plurality of telephones; a resource optimizer coupled with the telephone call router to offer the user an online chat connection if a waiting time for routing the telephone call through to one of the plurality of telephones is determined to be longer than a predetermined threshold, and in response to receiving an acceptance from the user to use the online chat connection, assign a priority code to an online chat session initiated by the online chat connection; and an online chat router to route the online chat connection to a first terminal of one of a plurality of computer user terminals and to allow the first terminal to access, during the online chat session initiated by the online chat connection, the data related to the communication session initiated by the telephone call, obtain the priority code, and based on the priority code, provide the online chat connection with a priority corresponding to the telephone call.