Patent ID: 7688804

Claim:
A method of processing a contact with a client at least partially through on Internet within a contact distributor, such method comprising: providing a primary SIP back-to-back user agent processor and an associated different secondary SIP back-to-back user agent processor for each resource of a plurality of resources of the contact distributor wherein each user agent processor receives SIP messages addressed to a first address and reroutes them to a second address to conceal agent addresses from the client; setting up a communication connection between the client and a resource of the plurality of resources through the provided primary back-to-back user agent processor of the resource; an availability SIP server monitoring the communication connection between the client and the resource and transferring a SIP INVITE message with an inserted RECORD ROUTE header to the user agent processors in order to monitor availability of each user agent processor; the availability SIP server detecting a failure of the primary back-to-back user agent processor; and the availability SIP server transferring the connection from the primary back-to-back user agent processor to the associated secondary back-to-back user agent processor of the resource by routing subsequent SIP messages to the secondary back-to-back user agent processor when the primary back-to-back user agent processor fails.