Patent ID: 6958994
Filing Date: 2005-10-25
Classification: H04L,H04M,H04Q

Abstract:
1. A system for providing communication event routing and transfer capability in a multi-site communication-center environment comprising: a plurality of communication-center sites cooperating in the transfer and routing of communication events; a single application server apparatus coupled to and shared by the communication sites; a presence protocol application executing on the application server apparatus; a routing protocol application; a point of transfer on a network; and a destination of transfer on the same or connected network; characterized in that the presence protocol application is shared by the communication-center sites wherein the presence protocol performs at least one event-handling process normally performed by the routing application, including determining that the event requires transfer, which may include notification to a transfer destination of one or both of pending communication events for transfer and availability of an agent representing the final destination for the event to be transferred.