Patent ID: 7899177

Claim:
One or more non-transitory computer-readable media having computer-executable instructions embodied thereon for performing a method for routing a communications request to help facilitate a call between a user and a desired recipient by making use of an intermediary agent (“agent”), the method comprising: receiving said communications request from a user, wherein said communications request includes a request to ultimately reach said desired recipient; retrieving a set of preferences associated with said user; retrieving profile data related to a plurality of agents who may respond to said communications request; retrieving statistical data related to said plurality of agents; selecting a specific agent from said plurality of agents based on said set of preferences, said statistical data, and said profile data, wherein said specific agent possesses attributes consistent with at least a portion of the set of preferences and profile data; and routing said communications request to said specific agent, who is able to receive said communications request and facilitate said call, wherein routing said communications request to a specific agent includes selecting said specific agent prior to when said communications request reaches a telephony server, thereby substantially eliminating any delay between receiving said communications request at said telephony server and directing said request to said selected agent.