Patent ID: 8666378

Claim:
A computer-readable storage device storing instructions that, when executed, cause a call center to route an incoming voice call to a call center agent or group of agents, the instructions comprising: identifying a caller who placed the incoming voice call; identifying routing instructions from the caller, wherein the routing instructions are selected from a menu option via a mobile phone application programmed on the caller's mobile phone, wherein the selected menu option selects a particular call center agent or group of agents, wherein before the menu option being displayed from which the particular call center agent or group of agents is selected, the particular call center agent or group of agents is determined to be available to answer a voice call, and wherein the mobile phone of the caller transmits the selection of the particular call center agent or group of agents to the data store via a data channel; matching the routing instructions that match an entry in a data store with the identity of the caller, wherein the entry in the data store associates the particular call center agent or group of agents with the identity of the caller; and forwarding the incoming voice call to the particular call center agent or group of agents associated by the entry in the data store matched with the identity of the caller.