An arrangement is provided for enhancing the operational capabilities of a call center by automatically detecting when an agent is available. When an agent answers a routed call, corresponding to a call-back request, the agent enters an agent ID, representing the agent. The entered agent ID is encoded...http://www.google.co.uk/patents/US7242760?utm_source=gb-gplus-sharePatent US7242760 - Automatic detecting when an agent is available
