Patent ID: 7573996

Claim:
A method for servicing a contact in a contact center, comprising: receiving a first contact in the contact center; successfully connecting the first contact with a contact center resource; thereafter, determining that the first contact is to be disconnected; receiving access to presence information from an initiator of the first contact; disconnecting the first contact; deciding to call back the initiator of the first contact; sending an access token to a presence service that is operable to monitor a current presence activity of the initiator on one or more communication modalities, wherein the access token provides the presence service with an identifier of the initiator and permissions to distribute current presence information associated with the initiator and the one or more communication modalities to the contact center resource; receiving current presence activity information associated with the initiator; analyzing the received current presence information to determine a presence status of the initiator; and performing one of the following substeps: (i) in the event that a positive presence status has been determined for the initiator, attempting to contact the initiator via a communication modality that is determined to have a current positive presence status for the initiator; and (ii) in the event that a negative presence status has been determined for the initiator on each of the one or more communication modalities, waiting to contact the initiator at a later time.