Patent ID: 8379832

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 based on maximizing productivity of agents; forwarding the type of inbound communication to the appropriate agent; receiving a login associated with one communication device from the agent, and in response requesting login of the agent for all other associated communication devices, a success flag being associated with each associated communication device that is successfully logged in.