A method and apparatus for directing music to agents of an automatic call
distributor (ACD) during non-voice dialog communication between the agent
and a caller includes a communication processor operatively coupled to the
ACD and operatively coupled to the agent terminals. The communication
processor is configured to facilitate sending and receiving non-voice
dialog communication between the caller and the agent terminal, and to
transmit a signal to the ACD indicating that the communication processor
received the non-voice dialog communication from the caller. The ACD is
configured to select an agent to receive the non-voice dialog
communication from the communication processor, and cause the non-voice
dialog communication to be routed to the selected agent. A music source is
operatively coupled to the ACD such that music from the music source is
directed to the selected agent during the non-voice dialog communication
between the caller and the agent.
