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Method for detecting availability of non-traditional agent

  • US 7,864,945 B2
  • Filed: 11/30/2004
  • Issued: 01/04/2011
  • Est. Priority Date: 11/30/2004
  • Status: Active Grant
First Claim
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1. A method for detecting availability of a non-traditional agent in an automatic call distribution (acd) system to receive a call from a caller, said method comprising the steps of:

  • the acd system selecting a non-traditional agent having a cell phone to be assigned to the call;

    determining that the selected agent is present at the cell phone of the selected agent prior to calling the selected agent'"'"'s cell phone;

    the acd system placing an agent call to the agent cell phone of the selected agent and connecting the call to a media server, the media server prompting the agent on the agent cell phone for confirmation of availability when the agent call is connected to the agent phone;

    selecting another agent if a voicemail system answers the call;

    the acd system connecting the caller to the agent in response to confirmation of availability from the agent, and not connecting the caller if no confirmation is received.

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