Voice call diversion to alternate communication method

A system for voice call diversion, comprising:

• a communication system associated with an agent;
• and
• a call diversion handling module comprising at least one processor and memory configured to:
• detect an incoming voice call communication from a calling device of a caller to the communication system;
• identify the agent is not immediately available for voice dialogue with the caller;
• directly query the calling device;
• identify an alternate communication option capability of the calling device, present on the calling device, based on a result of the direct query;
• offer the alternate communication option to the calling device as a prompt from the communication system;
• detect a selection of the alternate communication option from the calling device;
• and,
• divert the incoming voice call communication so as to utilize the selected alternate communication option instead of the voice call communication to facilitate a dialogue between the caller and the agent,
• wherein the alternate communication option is identified without an identifier presented by the calling device to the communication system,
• wherein the communication system does not have any information concerning the calling device prior to the incoming voice call communication, and
• wherein the calling device is directly queried and the alternate communication option is identified after the incoming voice call is detected and before the incoming voice call is diverted.

A call diversion handling module comprising at least one processor and memory configured to:

• detect an incoming voice call communication from a calling device of a caller to a communication system associated with an agent;
• identify the agent is not immediately available for voice dialogue with the caller;
• directly query the calling device;
• identify an alternate communication option capability of the calling device, present on the calling device, based on a result of the direct query;
• offer the alternate communication option to the calling device as a prompt from the communication system;
• detect a selection of the alternate communication option from the calling device;
• and,
• divert the incoming voice call communication so as to utilize the selected alternate communication option instead of the voice call communication to facilitate a dialogue between the caller and the agent,
• wherein the alternate communication option is identified without an identifier presented by the calling device to the communication system,
• wherein the communication system does not have any information concerning the calling device prior to the incoming voice call communication, and
• wherein the calling device is directly queried and the alternate communication option is identified after the incoming voice call is detected and before the incoming voice call is diverted.