Patent ID: 8565402

Claim:
A computer-implemented call routing method implemented by a call routing system for regulating activity of multiple call centers, the call routing system including at least a central server system having a processing unit, the method comprising: receiving notification of inbound calls at the call routing system; collecting information from at least one caller; selecting, based on the collected information, a call target at one of multiple call centers for the at least one caller; determining, using the processing unit, unavailability of the call target at the selected call center selected based on the collected information for at least one of the inbound calls; providing multiple selectable call-back options as instructed by the processing unit in response to the at least one inbound call, the call-back options providing for at least one inbound caller to receive a call-back; receiving a selection of at least one of the multiple call-back options and sending the selection to the processing unit; scheduling, using the processing unit, a call-back based on the selected call-back option and storing scheduled call-back information in a database; dynamically assessing demands on the call routing system in relation to available resources; reallocating resources in the call routing system based at least in part on the selected call-back option; retrieving, using the processing unit, the scheduled call-back information from the database and forwarding the call-back information to a voice response unit; and calling, using the voice response unit, the at least one caller from the selected call center based on the selected call-back option.