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

A communications server, comprising:

• a communication device to receive a telephone call associated with an insurance claim;
• a relational database platform storing a telephone call routing matrix;
• a processor coupled to the communication device and the relational database platform;
• and
• a storage device in communication with said processor and storing instructions adapted to be executed by said processor to:
• automatically determine an insured and an insurance policy identifier associated with the telephone call;
• attempt 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, access 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, select an insurance claim handler in accordance with a default routing rule;
• route the received telephone to the insurance claim handler;
• and
• simulate, 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 computer-implemented method for routing telephone calls within a network, comprising:

• simulating, based on information received from an administrator via a graphical user interface, receipt of a simulated telephone call by a computer processor of a communication server;
• attempting, by the computer processor of the communications server, 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 a telephone call routing matrix, by the computer processor of the communications server, 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, by the computer processor of the communications server, a service representative terminal in accordance with a default routing rule;
• and
• transmitting an indication of the selected service representative terminal from the communications server.