Patent ID: 7769161
Filing Date: 2010-08-03
Classification: G06Q,H04M

Abstract:
1. A method of enabling a contact center to use additional, external, resources comprising: a method executed by a contact center server, the method comprising the steps of: accessing, over a communications network, details of services of freelance contact center entities stored on an advertisement node, the details of services being published on the advertisement node by the freelance contact center entities and including (i) qualifications of the freelance contact center entities and (ii) requirements of the freelance contact center entities, wherein the advertisement node is accessible by the a freelance contact center entities over the communications network to publish the details of services; selecting one of the freelance contact center entities for use as an additional, external, resource of the contact center on the basis of the details of services accessed from the advertisement node; accessing, on the advertisement node, access information about how to access control information associated with the selected freelance contact center entity; accessing the control information associated with the selected freelance contact center entity based on the access information; using said control information to configure a remote server of the selected freelance contact center entity for use as an additional, external, resource of the contact center such that the selected freelance contact center entity meets pre-specified requirements.