Patent ID: 7818010

Claim:
A computer implemented method comprising: receiving a request for a resource; determining that said resource has become available in a distributed environment; and assigning said resource to said request when said resource has become available, said resource assigned to said request based on at least one of a location qualifier, a service class qualifier, and an agent qualifier, and wherein said resource is one of a plurality of call center agents associated with a call center, wherein said request is received by a first subsystem of a plurality of subsystems of an enterprise system and is queued locally at said first subsystem and wherein every subsystem shares information about current subsystem conditions and any changes in said conditions and, wherein as the resource become available the request queued on any of said subsystems is considered for handling by any other subsystem, and wherein said request is assigned to a remote resource, and wherein a new call is not routed to a remote call center until the call center resource is available to process the call such that bandwidth between a switch where the call is received and a selected remote call center is not prematurely allocated to route the call to the remote call center and such bandwidth is effectively reserved for a duration of a customer conversation with an agent.