Patent ID: 7403607

Claim:
A method of directing a contact between an end user terminal and an agent terminal of a contact center, without the need for operation of the contact center itself; said method comprising: (i) registering one or more bindings between a network location address of a contact center and one or more addresses of record of said contact center at a node in a communications network; (ii) registering one or more bindings between a network location address of each contact center agent terminal and said one or more addresses of record of the contact center at said node in a communications network, the end user terminal and said contact center agent terminal having access to that communications network; (iii) prioritising said bindings in an order they are to be used; (iv) on the basis of a highest priority one of said bindings, directing a contact between an end user terminal and a network location address associated with said highest priority one of said bindings and, if this operation fails, making said direction on the basis of a next highest priority one of said bindings.