Patent ID: 8571202

Claim:
A method for queuing a type of inbound communication, the method comprising: receiving the type of inbound communication at a communication server associated with the type of inbound communication; determining availability of one or more agents associated with the type of inbound communication; reviewing one or more profiles of the one or more agents to assess applicability of each of the one or more agents to handle the type of inbound communication, at least one of the profiles comprising a guideline for one or more combinations of maximum inbound communication types and number of inbound communications that at least one of the agents may handle concurrently; selecting an appropriate agent of the one or more agents based on the availability of the appropriate agent to accept the type of inbound communication and applicability of the appropriate agent to concurrently handle one or more inbound communications; forwarding the type of inbound communication to the appropriate agent; and suggesting to a customer to use another type of inbound communication when the customer is attempting the type of inbound communication and no appropriate agent is available for the type of inbound communication.