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 relational database platform storing a telephone call routing matrix; a processor coupled to the relational database platform; and a storage device in communication with said processor and storing instructions adapted to be executed by said processor to:
simulate, based on information received from an administrator via a graphical user interface, receipt of a simulated telephone call;attempting to match information about the simulated telephone call with at least one override flag to select a service representative terminal,if the information about the simulated telephone call does not match the at least one override flag, accessing the telephone call routing matrix to attempt to select a service representative terminal for the simulated telephone call,if a service representative terminal is not selected based on the telephone call routing matrix, selecting a service representative terminal in accordance with a default routing rule, andtransmit an indication of the selected service representative terminal.