Patent ID: 8594307

Claim:
A computer-implemented method for routing a call to a call center, the method comprising: receiving a call from a caller at an automated call distributor; attempting to initiate an interactive voice response interrogation session with the caller; upon the caller accepting the interactive voice response interrogation session: receiving information from the caller in response to the interactive voice response interrogation session; classifying the call as at least one of a first type and a second type based on the information received from the caller in response to the interactive voice response interrogation session; when the call type is classified as the first type, routing the call to a first branch of a plurality of branches comprising at least one agent designated to receive calls classified as the first type; and when the call type is classified as the second type, routing the call to a call center comprising at least one agent designated to receive calls classified as at least one of the first type and the second type; and upon the caller denying the interactive voice response interrogation session: initiating a computer telephone integration (“CTI”) call routing strategy check; upon the call passing the CTI strategy check, routing the call to a second branch comprising at least one agent designated to receive calls that pass the CTI strategy check; and upon the call failing the CTI strategy check, routing the call to the call center.