Patent ID: 7864945
Filing Date: 2011-01-04
Classification: H04M

Abstract:
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.