Patent ID: 7738646

Claim:
In a communications network that includes a midpoint call management node communicatively coupled between an originating point of presence (POP) and a plurality of call centers, each associated with a respective second POP, a method, comprising, receiving at the mid-point call management node information concerning an inbound call received at a media gateway of the originating POP via an originating network, the midpoint call management node being subject to monitoring through a workstation communicatively coupled thereto; receiving, from each respective second POP, information concerning current call processing at the call centers; determining, by the midpoint call management node, call parameter data for the inbound call based on the information concerning the inbound call and the information concerning the current call processing at the call centers; providing, under the direction of the midpoint management node and via a call control gateway of the originating POP, call connection for the inbound call with a selected one of the call centers via a respective one of the second POPs associated with the selected one of the call centers, the call connection being provided by the originating POP in response to call management application instructions issued by the midpoint call management node according to enterprise-specific strategies for optimizing call handling among the call centers; and monitoring progress of the inbound call through the midpoint call management node.