Abstract: Methods and systems for intelligently routing an incoming call are provided. An automatic call distribution system may include a call flow service that receives incoming calls, and a separate weighted-bid call distribution service. The call flow service can request a recommended recipient for each incoming call from the weighted-bid call distribution service. The weighted-bid call distribution service identifies a recommended recipient for each incoming call by generating a priority weight for that call, one or more relevance weights that indicate the relevance of one or more potential recipients to that call, and an availability weight for one or more potential recipients with high relevancy weights. The weighted-bid call distribution service identifies a recommended recipient by comparing a combination of the priority weight for the call and the relevancy weights for the high relevancy recipients to the availability weight for those recipients.

Abstract: Methods for predicting preferred communications patterns are provided. In one aspect, a method includes receiving a request from a first user to initiate communication with a second user by a first communication method, determining a communication preference hierarchy of the second user based on a plurality of factors concerning the second user, wherein the plurality of factors include a presence state, selecting a second communication method from the communication preference hierarchy, wherein the second communication method is preferred over the first communication method in the communication preference hierarchy, and in response to the request from the first user, providing a recommendation to the first user to communicate with the second user by the second communication method. Systems and machine-readable media are also provided.