Direction of communications sessions to contact centers

摘要

A communications session directed at a group of contact centers is held outside the contact centers at an IVR server, while the requirements of the session are determined. A request is formulated specifying the requirements, and this request is sent to a web services provider agent exposed by the group of contact centers. The request is forwarded to the contact centers which collectively respond with an identification of an address associated with a specific endpoint to which the communications session should be sent in order that it will receive the specified handling. The IVR server holding the call can thereby direct the session to a suitable endpoint without having any need to remain aware of the state of the contact centers or the agents within those centers.