Patent ID: 8281020
Filing Date: 2012-10-02
Classification: H04L,H04M

Abstract:
1. A method, comprising: receiving, at a load balancing engine of a call center, a Session Initiation Protocol (SIP) message from a first of a plurality of SIP network elements inside the call center, the first and a second of the plurality of SIP network elements are registered with the load balancing engine with a common Address of Record (AoR), and the SIP message provides availability information for the first SIP network element; updating a table entry in a contact resolution table of a call routing mechanism for the first SIP network element based on information contained in the SIP message, the contact resolution table is utilized to route incoming calls directed to the common AoR among the plurality of SIP network elements inside the call center; receiving, at the load balancing engine, a call from a first communication device directed to the common AoR; referencing the contact resolution table; identifying a destination target resource for the call based on information contained in the contact resolution table; and forwarding the call to a SIP network element associated with the destination target resource and also associated with the common AoR, the SIP network element associated with the destination target resource comprises an availability score that one of equals and exceeds an availability score of other SIP network elements in the plurality of SIP network elements which are also associated with the common AoR.