System and method for telephone call routing using a relational routing matrix

A computer-implemented method for routing telephone calls within a network, comprising:

• receiving a telephone call, associated with an insurance claim, at a communications server;
• automatically determining, by a communications server, an insured and an insurance policy identifier associated with the telephone call;
• attempting to match information about the telephone call with at least one override flag to select an insurance claim handler;
• if the information about the telephone call does not match the at least one override flag, accessing a telephone call routing matrix stored on a relational database platform to attempt to select an insurance claim handler for the received telephone call based on information in the routing matrix, the insured, and the insurance policy identifier;
• if an insurance claim handler is not selected based on the telephone call routing matrix, selecting an insurance claim handler in accordance with a default routing rule;
• and
• routing the received telephone to the insurance claim handler, and
• simulating, based on information received from an administrator via a graphical user interface, receipt of a simulated telephone call, wherein said simulating includes selection of an insurance claim handler for the simulated telephone call.

A non-transitory computer readable medium having stored therein instructions that, upon execution, cause a computer to perform a method, the method comprising:

• receiving an insurance claim related telephone call at a communications server;
• automatically determining an insured and an insurance policy identifier associated with the telephone call;
• attempting to match information about the telephone call with at least one override flag to select an insurance service representative terminal;
• if the information about the telephone call does not match the at least one override flag, accessing a telephone call routing matrix stored on a relational database platform to attempt to select an insurance service representative terminal for the received telephone call based on information in the routing matrix, the insured, and the insurance policy identifier;
• if an insurance service representative terminal is not selected based on the telephone call routing matrix, selecting an insurance service representative terminal in accordance with a default routing rule;
• and
• routing the received telephone to the selected service insurance representative terminal.