Patent ID: 8045698

Claim:
A system comprising: a communication server configured to provide a media-agnostic interface to a plurality of communication channels, wherein each communication channel of the plurality of communication channels is of a unique media type, provide a connection between a selected communication channel and a selected client of a plurality of clients, and receive a request for connection to a requested agent associated with a client of the plurality of clients, wherein the requested agent is authorized to communicate using a media type of a communication channel corresponding to the request; a queuing system configured to queue the request in one of a plurality of queues, wherein each queue of the plurality of queues is correlated to a media type, and the request is queued in a queue corresponding to the media type of the communication channel corresponding to the request; and a business service, coupled to the communication server and the queuing system, and configured to provide communication between the queuing system and the communication server by converting information received from the queuing system into a format usable by the communication server, retrieve one or more rules from a data table, and upload the one or more rules to the queuing system, wherein the one or more rules are one or more of route rules and escalation rules.