Patent ID: 7680263
Filing Date: 2010-03-16
Classification: H04M

Abstract:
1. A system for controlling call routing to an agent in a call center, comprising: at least one agent sensor operative to determine that said agent has become unavailable to receive calls routed to telephone equipment located within a work area, responsive to said agent sensor detecting at least one unavailability event, said unavailability event indicating that said agent is leaving said work area, and wherein said at least one agent sensor is further operative to send a first signal to a received call routing system, responsive to said detecting that said agent has become unavailable to receive calls routed to said telephone equipment located within said work area, said first signal indicating to said received call routing system that said agent has become unavailable to receive calls routed to said telephone equipment located within said work area; and wherein said agent sensor is further operative to receive a portable data storage device associated with said agent and to store in said portable data storage device a call record describing activities associated with a call routed by said received call routing system to said telephone equipment located in said work area.