Patent ID: 7822019
Filing Date: 2010-10-26
Classification: H04M

Abstract:
1. A method of routing a communications session within a contact center, comprising the steps of: (a) exposing an interface to a network, said interface being configured to receive requests from an external entity for handling communications sessions, said communications sessions being held externally of the contact center, and to forward said requests to a management unit of the contact center, wherein said contact center is a networked contact center composed of a plurality of management units each controlling a respective group of contact center endpoints; (b) receiving at a first one of said management units one of said requests forwarded from said interface which specifies at least one requirement to be satisfied by a contact center endpoint for handling the communications session; (c) a first one of said management units determining a network address associated with a contact center endpoint satisfying said at least one requirement by communicating said requirement to one or more of the other management units, awaiting from said one or more other management units a response indicative of said network address; and (d) said first one of said management units responding to said one of said requests with an indication of said network address received from said one or more other management units.