Adaptive communication application programming interface

A system comprising:

• a communication server configured to
• provide a media-agnostic interface to a plurality of communication channels, wherein
• each communication channel of the plurality of communication channels is of a unique media type,
• provide a connection between a selected communication channel and a selected client of a plurality of clients, and
• receive a request for connection to a requested agent associated with a client of the plurality of clients, wherein
• the requested agent is authorized to communicate using a media type of a communication channel corresponding to the request;
• a queuing system configured to
• queue the request in one of a plurality of queues, wherein
• each queue of the plurality of queues is correlated to a media type, and
• the request is queued in a queue corresponding to the media type of the communication channel corresponding to the request,
• assign a queued first request to a first agent, wherein
• the first agent is authorized to respond to requests associated with the media type of the communication channel of the queued first request,
• transmit a first message to the communication server to connect the queued first request to a first client of the plurality of clients, wherein
• the first client is associated with the first agent,
• remove the queued first request from an associated queue, and
• update a state corresponding to the first agent and the queued first request reflecting an acceptance communication that the queued first request is accepted, in response to the acceptance communication;
• and
• a business service, coupled to the communication server and the queuing system, and configured to
• provide communication between the queuing system and the communication server by converting information received from the queuing system into a format usable by the communication server, and
• provide the acceptance communication to the queuing system from the first client associated with the first agent.

A method comprising:

• converting information received from a queuing system into a format usable by a communication server;
• providing communication between the queuing system and the communication server by transmitting the converted information to the communication server, wherein
• the communication server provides a media-agnostic interface to a plurality of communication channels each associated with a unique media type,
• the communication server receives a request for connection to an agent of a plurality of agents, wherein the agent is authorized to communicate using a media type of a communication channel corresponding to the request, and
• the queuing system queues the request in one of a plurality of queues, wherein
• each queue of the plurality of queues is correlated to a media type, and
• the request is queued in a queue corresponding to the media type of the communication channel corresponding to the request;
• retrieving one or more rules from a data table;
• and
• uploading the one or more rules to the queuing system, wherein
• the one or more rules are one or more of route rules and escalation rules.