Patent ID: 7308499
Filing Date: 2007-12-11
Classification: H04L

Abstract:
1. A method for performing name resolution in a packet switched network, comprising: providing a set of first addresses in an enterprise network corresponding to a second address, wherein a first order of at least one of the first addresses in the set of first addresses is indicative of relative desirability of contacting each of the at least some of first addresses and wherein the set of first addresses are in the first order; receiving activity-related information associated with at least one of the first addresses; based on the received activity-related information, reordering the set of first addresses to be in a second order different from the first order; receiving a resolution query for the second address, the resolution query being associated with a contact directed to a host name, wherein the second address identifies a host that is associated with the host name, wherein the host name is associated with a contact center, wherein the contact center comprises: (a) a plurality of servicing agents operating a plurality of communication devices to service customer contacts; and (b) a plurality of switches or servers, each switch or server having a corresponding address in the set of first addresses, and wherein the received activity-related information comprises at least one of the following parameters associated with each of the at least some of the first addresses: providing a most desirable address in the set of first addresses in the second order in response to the resolution query; and directing the customer contacts, by the plurality of switches or servers, to a selected one of the plurality of the communication devices.