Patent ID: 8036370
Filing Date: 2011-10-11
Classification: H04M

Abstract:
1. In a contact center comprising a plurality of agents and an entry processor arranged to receive contacts and subject them to an entry process such that they are distributed amongst the agents, a method of enabling an end user to contact one of the plurality of agents directly thereby bypassing at least part of said entry process, said method comprising the steps of: (i) generating a session initiation protocol (SIP) address of record comprising no information that provides to the end user contact details of an agent selected by the entry processor to receive a contact from said end user; (ii) associating the SIP address of record with the selected agent; (iii) providing the end user with the SIP address of record such that the end user is able to use the SIP address of record to subsequently to contact the selected agent directly thereby bypassing at least part of said entry process.