Patent ID: 6870925

Claim:
A system for directing music to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the automatic call distribution system configured to handle interactive voice dialog communication between the caller and the agent, the system comprising: a communication processor operatively incorporated into the automatic call distribution system and configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to generate a signal indicating that the communication processor received the non-voice dialog communication request from the caller, the signal permitting the automatic call distribution system to track the non-voice dialog communication; a music source operatively coupled to the automatic call distribution system; the automatic call distribution system configured to select one or more agents to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agents, such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.