Patent ID: 8532281

Claim:
A system comprising: a computer-readable medium providing computer-readable instructions; a communication device; and a processor operatively coupled to the communication device and the computer-readable medium, wherein the processor is configured to execute the computer-readable instructions to: receive an incoming call coming from a client that is directed to a phone number of a client manager, wherein the client manger is a specific client manager for the client and the phone number is a direct number for the client manager; determine if the client manager has activated a call forwarding feature, wherein the client manager activates the called forwarding feature to request that incoming calls be forwarded to a call center; direct the incoming call to the phone number of the client manager when the call forwarding feature is off; capture relationship data related to the client manager that the client is calling when the call forwarding feature is activated, wherein the relationship data is an identity of the client manager that is being called; direct the incoming call to the call center when the call forwarding feature is activated; forward the relationship data to the call center when the call forwarding feature is activated, wherein a call center switch routes the incoming call and the relationship data to a call center representative; provide call data related to the incoming call to a process owner for analysis; and provide a notification to the client manger when the process owner determines that incoming calls to the client manager fail to be forwarded to the call center.