Patent ID: 8565222

Claim:
A method comprising: receiving, by a server, a call-back request of a customer; identifying, by the server, a plurality of different call centers, each of the plurality of different call centers being associated with one or more agents to handle the call-back request, the plurality of different call centers being identified based on: the call-back request, and a respective qualification of each of the one or more agents; sending, by the server, a message, to each of the plurality of different call centers, to query a status of each of the one or more agents to handle the call-back request, the status of each of the one or more agents indicating an availability of the agent to handle the call-back request; receiving, by the server and from a particular call center of the plurality of different call centers, a response to the message, the response indicating whether a particular agent, of the one or more agents associated with the particular call center, is available to handle the call-back request, the particular call center being the first to respond to the message; and forwarding, by the server, the call-back request to the particular call center based on: the response of the particular call center, and the particular call center being the first to respond to the message.