Patent ID: 8548156

Claim:
A computer-implemented method for automatic call distribution executable on a processor, comprising: receiving an incoming call for distribution through an automatic call distributor; identifying an agent to handle the incoming call, the identified agent in a ready state; transitioning the agent from the ready state to a transition state for remaining in the transition state irrespective of a lapsed time while in the transition state to reserve the agent for handling the incoming call, the transition state preventing the agent from participating in, prior to receiving the incoming call for handling, a new lower priority call attempted after the agent is identified to handle the incoming call, the transition state covering a time between when the agent is identified to handle the incoming call and when the incoming call is transferred to the agent; receiving the lower priority call that is associated with the agent; blocking the lower priority call to prevent the handling of the lower priority call by the agent; and upon transferring the incoming call to the agent, transitioning the agent to a talking state.