Method and system for providing network interactive voice response with intelligent call routing integration

A method for supporting interactive voice response and call routing, the method comprising:

• generating an automated menu in response to a received call at a voice response platform, the menu including an option to transfer the call to an available agent;
• transmitting a request for the available agent from the voice response platform to an intelligent call router, wherein the intelligent call router receives the request and transmits identification information for the available agent to the voice response platform;
• and
• transferring the call to the available agent by the voice response platform based on the identification information for the available agent.

A computer-readable medium carrying one or more sequences of one or more instructions for supporting interactive voice response and call routing, the one or more sequences of one or more instructions including instructions which, when executed by one or more processors, cause the one or more processors to perform the steps of:

• generating an automated menu in response to a received call at a voice response platform, the menu including an option to transfer the call to an available agent;
• transmitting a request for the available agent from the voice response platform to an intelligent call router, wherein the intelligent call router receives the request and transmits identification information for the available agent to the voice response platform;
• and
• transferring the call to the available agent by the voice response platform based on the identification information for the available agent.

A communications system for supporting interactive voice response and call routing, comprising:

• means for generating an automated menu in response to a received call at a voice response platform, the menu including an option to transfer the call to an available agent;
• means for transmitting a request for the available agent from the voice response platform to an intelligent call router, wherein the intelligent call router receives the request and transmits identification information for the available agent to the voice response platform;
• and
• means for transferring the call to the available agent by the voice response platform based on the identification information for the available agent.