SYSTEM AND METHOD FOR TELEPHONE CALL ROUTING USING A RELATIONAL ROUTING MATRIX

摘要

A system, method, apparatus, means, and computer program code is provided wherein a telephone call is received. A telephone call routing matrix is accessed, from a relational database platform, to select a service representative for the received telephone call. It may then be arranged for the received telephone call to be routed in accordance with the selected service representative.

主权项

1. A communications server, comprising:
a communication device to receive a telephone call associated with an insurance claim; a relational database platform storing a telephone call routing matrix; a processor coupled to the communication device and the relational database platform; and a storage device in communication with said processor and storing instructions adapted to be executed by said processor to:
automatically determine an insured and a document identifier associated with the telephone call;attempting to match information about the telephone call with at least one override flag to select a service representative terminal;if the information about the telephone call does not match the at least one override flag, access the telephone call routing matrix to attempt to select a service representative terminal for the received telephone call based on information in the routing matrix, the insured, and the document identifier; andif a service representative terminal is not selected based on the telephone call routing matrix, select a service representative terminal in accordance with a default routing rule; androute the received telephone to the service representative terminal.