Patent ID: 7983661

Claim:
A method for controlling availability of a mobile agent, comprising a mobile station, a client application installed on the mobile station and a call centre server, the method comprising: communicating data between the client application and the call centre server wirelessly or through a wireline connection, controlling availability of the mobile agent to receive calls with the mobile station, and processing a call to the mobile station by: identifying, from among multiple, different profiles, a first profile set for the mobile station at a time when the call to the mobile station was received, each of the multiple, different profiles being associated with one or more call processing rules defined to control processing of calls received when the mobile station is set in the corresponding profile; accessing a first call processing rule associated with the first profile and defined to control processing of calls received when the mobile station is set in the first profile, the first call processing rule being different than a second call processing rule defined to control processing of calls received when the mobile station is set in a second profile that is different than the first profile; accessing one or more parameters that represent a state of a customer of the call centre server that is associated with the call to the mobile station and a state of the mobile station at a time when the call to the mobile station was received; applying the first call processing rule to the accessed one or more parameters to determine an action to be taken for the call to the mobile station; and performing the determined action on the call to the mobile station.