Patent ID: 7620170

Claim:
A method, comprising: detecting an incoming communication to a call management system that intelligently routes the incoming communication to a designated party, the designated party having a plurality of communications devices which may receive the incoming communication; accessing a staff directory to associate a communications profile with the incoming communication; causing a split of a display screen into two viewing areas, with a first viewing area presenting the incoming communication and a second viewing area presenting information associated with the communications profile; determining a status of each of the designated party's plurality of communications devices, the status comprising availability data of the designated party, location data of the designated party, and availability data of each communications device; mapping the location data associated with the designated party to determine the designated party's location within a contact center; if the designated party's location indicates the designated party is unavailable to receive the incoming communication, then routing the incoming communication to an agent's station; if the designated party's location indicates the designated party is proximate to a restroom within the contact center, then routing the incoming communication to an agent's station; if the designated party is available to receive the incoming communication, then routing the incoming communications to a selected communications device of the designated party's plurality of communications devices, the selected communications device having the status to receive and to present the incoming communication; if the designated party is available to receive the incoming communication, but the designated party's plurality of communications devices are unavailable, then, based on the designated party's location, routing the incoming communication to a nearby facility communications device that is proximate to the designated party's location within the contact center; and receiving a messaging confirmation notification that confirms presentation of the incoming communication at the selected communications device.