Patent ID: 8737597

Claim:
A contact center comprising: a processor; and a memory in communication with the processor, the memory including computer code executable with the processor, wherein the computer code is configured to: generate an initiation message for a phone call placed through a media gateway to a communication device, wherein the initiation message includes a list of a plurality of phone call events; transmit the initiation message from the contact center to the media gateway, wherein the media gateway receives an audio stream from the communication device, and the media gateway performs call progress analysis on the audio stream; receive a tone message at the contact center from the media gateway, the tone message including a call progress event that identifies a type of tone that was detected in the audio stream at the media gateway, wherein the type of tone indicates one of the plurality of phone call events occurred, and wherein the one of the plurality of phone call events indicates that a live human being or an answering machine answered the phone call; determine a call treatment for the phone call at the contact center as a function of the tone message received from the media gateway and the one of the plurality of phone call events; and perform the call treatment for the phone call.