Modifications to the call acceptance process in a call handler allows determination of how to process a call before the call is answered. In one embodiment a call handler receives an incoming call notification message that include call related information, such as the calling and called telephone numbers. A call acceptance timer is started after the incoming call notification message is received. Prior to accepting the call, the call handler uses the call related information to ascertain an appropriate queue and an available agent in that queue. If an appropriate agent is available, the timer is stopped, the call is accepted, and the call is routed to the appropriate agent. If an agent is not available, then upon expiry of the timer, the call is accepted and an announcement may be played to the calling party, while awaiting for an agent to become available.

Modifications to the call acceptance process in a call handler allows determination of how to process a call before the call is answered. In one embodiment a call handler receives an incoming call notification message that include call related information, such as the calling and called telephone numbers. A call acceptance timer is started after the incoming call notification message is received. Prior to accepting the call, the call handler uses the call related information to ascertain an appropriate queue and an available agent in that queue. If an appropriate agent is available, the timer is stopped, the call is accepted, and the call is routed to the appropriate agent. If an agent is not available, then upon expiry of the timer, the call is accepted and an announcement may be played to the calling party, while awaiting for an agent to become available.

Modifications to the call acceptance process in a call handler allows determination of how to process a call before the call is answered. In one embodiment a call handler receives an incoming call notification message that include call related information, such as the calling and called telephone numbers. A call acceptance timer is started after the incoming call notification message is received. Prior to accepting the call, the call handler uses the call related information to ascertain an appropriate queue and an available agent in that queue. If an appropriate agent is available, the timer is stopped, the call is accepted, and the call is routed to the appropriate agent. If an agent is not available, then upon expiry of the timer, the call is accepted and an announcement may be played to the calling party, while awaiting for an agent to become available.