Patent ID: 7505577

Claim:
A tangible computer readable medium that stores instructions that are executable by a computer system, the computer system implements a method in response to executing the instructions, the method comprising: receiving a first request in a first media format of a plurality of different media formats via a first communication channel of a plurality of communication channels, wherein each communication channel of the plurality of communication channels has an associated media format of the plurality of different media formats; receiving a second request in a second media format of the plurality of different media formats via a second communication channel of the plurality of communication channels; determining media formats associated with communication channels that each agent of one or more agents is authorized to access, wherein the communication channels that each agent of the one or more agents is authorized to access comprise at least one of the plurality of communication channels, and wherein the determining comprises accessing a table stored in memory, wherein the table comprises an entry that identifies at least one communication channel that one of the one or more agents is not authorized to access, wherein the table comprises an identifier for agent limitation, an agent ID, and a channel driver profile ID corresponding to the at least one communication channel that the one agent is not authorized to access; and assigning, in response to the determining, the one or more agents to handle the first and second requests based on the media formats of the first and second requests and the media formats associated with the communication channels that each agent of the one or more agents is authorized to access.