Patent ID: 7657021

Claim:
A contact center, comprising: (a) a plurality of media servers, each of the media servers being associated with a plurality of corresponding agent communication devices, wherein each of the media servers and corresponding agent communication devices are positioned in a respective agent domain; (b) a plurality of gateways, each of which is currently controlled by a corresponding one of the plurality of media servers, the plurality of gateways being positioned in a contactor domain; and (c) a packet-switched Wide Area Network (WAN) connecting the plurality of media servers and the plurality of gateways, wherein a first gateway of the plurality of gateways is operable to physically park an incoming customer contact in the customer domain until the occurrence of a call transfer event, wherein a first media server of the plurality of media servers is operable to maintain a logical call queue in the agent domain corresponding to a physical call queue containing the physically parked incoming customer contact and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway to at least one of (i) a second media gateway for processing by the second media gateway's corresponding second controlling media server and (ii) the first media server controlling the first gateway, and wherein signaling between the first gateway and the first media server respecting the parked incoming contact is transmitted over the WAN, and wherein the WAN is transoceanic.