Cisco Technology, Inc.

Michelle W Ng

Michael Edric Tasker

Yuan Cai

Satish B Ananthanarayana

A method for providing fail-over capability in a local branch of a call center includes determining, by a local device, which of a plurality of phones are call center phones. The determination is based on a predetermined rule set. In an alternative embodiment, the method may also include determining, by the local device, which of the plurality of call center phones are available for receiving calls. This may include determining whether a 'do not disturb' function of each respective call center phone is invoked, and in response, determining whether the call center phone is available. In addition, this method may involve placing, by the local device, each call center phone into a 'do not disturb' mode if the call center phone does not answer a call sent to the call center phone.

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Sunnyvale, CA, United States of America

Michelle W Ng