Patent ID: 7356139

Claim:
A computer telephony integration system, comprising: means for detecting an incoming communication to a hospitality 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; means for associating a communications profile with the incoming communication, the communications profile comprising (1) address data associated with the incoming communication, (2) data associated with the designated party, (3) data associated with at least one configuration profile of the plurality of communications devices, (4) data associated with one or more communications systems of a hospitality call center, and (5) a room number associated with the designated party; means for 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, availability data of each communications device, a messaging delivery capability of each communications device, and a messaging confirmation capability for confirming delivery of at least one of the incoming communication and the data to the communications device, the messaging delivery capability of each communications device describing each communications device's capability to present audio, to present video, and to present digital data; means for mapping the location data associated with the designated party to determine the designated party's location within a hospitality center; if the designated party's location indicates the designated party is unavailable to receive the incoming communication, then means for 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 hospitality center, then means for routing the incoming communication to an agent's station; if the designated party is available to receive the incoming communication, then means for 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, means for routing the incoming communication to a nearby facility communications device that is proximate to the designated party's location within the hospitality center; and means for receiving a messaging confirmation notification that confirms presentation of the incoming communication at the selected communications device.