Patent ID: 7995742
Filing Date: 2011-08-09
Classification: H04M

Abstract:
1. A method, comprising: (a) selecting a first contactee to be contacted by a resource of a contact center, the first contactee having a first address associated with a first communication device, the first communication device communicating by at least a first communication mode; (b) immediately prior to contacting the first contactee, querying a presence server for presence information associated with the first contactee; (c) based on the presence information, performing at least one of the following substeps: wherein the contact center resource is a human agent and wherein a contact list contains a list of party identifiers, including an identifier of the first contactee, and contact information for each party identifier the contact information associating the selected first address with a first party identifier for the first contactee, and further comprising: (d) notifying the agent before the contact with the first contactee is initiated; and (e) waiting, by a dialer, for confirmation from the agent before initiating the contact.