Patent ID: 7505578
Filing Date: 2009-03-17
Classification: H04L,H04M

Abstract:
1. A method of routing a contact in a network comprising a plurality of contact centers, said method comprising the steps of: a) receiving a contact at any one of the contact centers, said any one of the contact centers being designated a source contact center with respect to the received contact; b) sending a reservation request from the source contact center to each of the contact centers including itself at the same time, said reservation request being for an agent with a specified relative intrinsic value; c) for said reservation request, receiving at the source contact center from each of one or more of the contact centers, a value of the specified intrinsic and an associated agent identifier; d) at said designated source contact center, determining from said value of the specified intrinsic and said associated agent identifier received from said each of one or more of the contact centers a suitable agent in any of said one or more of the contact centers for processing the received contact; e) routing the received contact from the designated contact center to said suitable agent.