Call features for automatic call distribution system

An Automatic Call Distribution (ACD) center, comprising:

• one or more attendant telephone stations;
• and
• an ACD controller arranged to be coupled through at least one packet-based network to a plurality of remote telephone stations and the one or more attendant telephone stations, the ACD controller comprising call reception logic that controls establishment of telephone sessions between the remote telephone stations and the one or more attendant telephone stations,
• wherein the call reception logic operates to:
• receive call initiation signals from a particular one of the remote telephone stations,
• send control signals to the particular remote telephone station indicating the ACD controller will control a user interface comprising a display screen within the particular remote telephone station,
• monitor if an attendant availability parameter is met;
• if the attendant availability parameter is not met, to send at least one data information message comprising a display screen message to the particular remote telephone station via the at least one packet-based network;
• and, if the attendant availability parameter is met, to establish an audio channel between the particular remote telephone station and a particular one of the one or more attendant telephone stations, and
• query capabilities of the particular remote telephone station prior to sending the data information message, a format for the data information message being determined based upon the capabilities of the particular remote telephone station.

A method of operating an Automatic Call Distribution (ACD) center comprising an ACD controller coupled through at least one packet-based network to a plurality of remote telephone stations and one or more attendant telephone stations, the method comprising controlling establishment of telephone sessions between the remote telephone stations and the one or more attendant telephone stations by:

• receiving call initiation signals from a particular one of the remote telephone stations;
• sending control signals to the particular remote telephone station indicating the ACD controller will control a user interface comprising a display screen within the particular remote telephone station;
• monitoring if an attendant availability parameter is met;
• if the attendant availability parameter is not met, sending at least one data information message comprising a display screen message to the particular remote telephone station via the at least one packet-based network;
• if the attendant availability parameter is met, establishing an audio channel between the particular remote telephone station and a particular one of the one or more attendant telephone stations;
• and
• querying capabilities of the particular remote telephone station prior to sending the data information message, a format for the data information message being determined based upon the capabilities of the particular remote telephone station.