Patent ID: 8634537

Claim:
A method of routing calls from a contact center, such method comprising the steps of: providing a limited access SIP presence server within the contact center with access limited to agents of the contact center that only provides presence information in support of outgoing calls from the agents of the contact center; the SIP presence server receiving a SIP presence message from a communication server of the control center which registers presence information of a client identifying the client and a portal address of a communication port being used by the client of the contact center for a call, and maintaining privacy of the client presence information; and retrieving the client presence information from the SIP presence server automatically in response to assigning the call to an agent of the contact center; and routing the call from an agent of the contact center to the client based upon the received presence information by automatically forwarding the portal address to a proxy server from the SIP presence server and opening a communications channel with the client using the portal address.