Apparatus and methods are provided for re-routing mis-routed calls in call-routing systems and call-in centers, wherein provision is made for commands to be sent from an agent receiving a mis-routed call to a routing intelligence over a digital network connection, causing a mis-routed call to be inserted...http://www.google.se/patents/US5991392?utm_source=gb-gplus-sharePatent US5991392 - Agent-initiated dynamic requeing
