| 摘要 |
A method and system are provided for availing to an external user, in real time, particular information regarding the availability of at least one agent in an automatic call distribution ("ACD") system, e.g., prior to the connection being made. Initially, status data is received from the ACD system. The status data may include a number of agents available on the ACD system and/or a current wait time that at least one further user is waiting to be connected to the agent. Then, the status data is configured so that the external user is able to obtain the particular information based on the status data.
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