Cisco Technology, Inc.

Farrukh Hassan

Maulik Shah

Mohammed Taher Shaikh

Da Lin

A contact center is provided. The contact center includes a processor; and a memory in communication with the processor. The memory includes computer code executable with the processor. The computer code is configured to place a phone call through a media gateway to a communication device, receive a tone message from the media gateway, the tone message including a call progress event that defines a type of tone that was detected in the audio stream, determine a call treatment as a function of the communication device status, and perform call treatment for the phone call.

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Santa Clara, CA, United States of America

Farrukh Hassan