Patent ID: 8345854
Filing Date: 2013-01-01
Classification: H04M

Abstract:
1. A method for using presence information to improve automatic call distribution, comprising: receiving a call for connection with one of a plurality of agents; receiving presence information from the plurality of agents, the plurality of agents comprising at least one agent that is logged off of an automatic call distributor, the presence information indicating whether the plurality of agents are draftable to receive the call; storing the received presence information in a presence server; detecting an indicator of a service level problem; in response to detecting the indicator, using the presence information to identify one or more draftable agents that are not in a ready state, including using the presence information to identify at least one draftable agent of the plurality of agents that is logged off of an automatic call distributor; and distributing the call to a selected one of the identified one or more draftable agents.