Methods, systems, and computer program products for rule-based direction of customer service calls

Directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof. An incoming service call, and a customer identifier for the incoming service call are received. The customer identifier is used to obtain customer information. Network status information is obtained, or service status information is obtained, or network status information and service status information are obtained. One or more rules are retrieved. The one or more retrieved rules are applied to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming call to a help desk agent selected from a plurality of help desk agents.