System and method for secure call routing and queuing

A communication management system for securely routing and queuing a plurality of inbound calls, each of the plurality of inbound calls being associated with a personal communication identifier, the system comprising:

• a Voice Over Internet Protocol interface for receiving a selected call of the incoming calls, each personal communication identifier being used by a selected caller for communicating with the Voice Over Internet Protocol interface over a telecommunications data network;
• a database for maintaining one or more agent queues;
• and
• a controller coupled to said Voice Over Internet Protocol interface and to said database, said controller querying available agents from a selected queue and transferring the received call to a selected available agent through the Voice Over Internet Protocol interface and protecting the privacy of the selected available agent by assigning a unique agent communication identifier to the selected available agent that is different from an original agent communication identifier used to identify the selected available agent,
• wherein the selected call directly identified the selected queue using its personal communication identifier from a relational database, wherein the personal communication identifier includes a unique telephone number and an Internet Protocol address.