Patent ID: 8638920

Claim:
A method of managing service calls directed to a call center; comprising: receiving an incoming service call; determining whether the incoming service call includes information that specifies special call routing instructions to route the incoming service call to a specified call center for processing a particular line of business type; if the incoming service call includes information that specifies special call routing instructions for efficiently processing the particular line of business type, routing the incoming service call to the specified call center in accordance with the special call routing instructions to route the incoming service call to the specified call center; if the incoming service call includes information that specifies special call routing instructions, then: determining whether the incoming service call should be routed to a first call center for processing, includes parsing a database table associated with the incoming service call for information associated with the incoming service call to determine whether the incoming service call should be routed to the first call center for processing; determining a maximum number of incoming service calls to route to the first call center for processing; determining whether the maximum number of incoming service calls to route to the first call center has been reached; if the maximum number of incoming service calls to route to the first call center has not been reached, routing the incoming service call to the first call center; and after routing the incoming service call to the first call center, incrementing in the database table a counter of calls routed to the first call center by one count and updating the database table associated with the incoming service call to indicate that the counter of calls routed to the first call center has been incremented by one count, wherein the call center is configured to make on-the-fly changes to call routing instructions based on real time and historical call routing data.