Patent ID: 8885813

Claim:
A method comprising: receiving one or more calls in a call queue; determining, by one or more computers, an availability status of a plurality of queue agents associated with the call queue, including: determining respective geographic locations of mobile devices associated with one or more of the queue agents; determining, for each of the one or more queue agents, that a respective mobile device associated with the queue agent is in a respective predetermined location for the queue agent; and setting the availability statuses of the one or more queue agents to indicate that the one or more queue agents are available to take calls based on the mobile devices being in the respective predetermined locations; and selecting, by the one or more computers, an available queue agent from the one or more queue agents to answer a call in the call queue based on the availability statuses and the geographic location of the mobile devices associated with the available queue agents relative to a location of a caller from which the call originates, including: determining a geographic location of the caller from which the call originates; identifying a mobile device of a queue agent having a geographic location that is within a predetermined proximity radius of the geographic location of the caller; and selecting a queue agent associated with the identified mobile device as the available queue agent to answer the call.