Serving contact center work items in SIP based environment

摘要

A contact center in a SIP based environment maintains a plurality of work item containers 200 associated with work items which have been input for servicing. A watcher agent 204 determines when the state of a work item and/or work item container has changed. Using a notification agent 208, a set of agent entities 164 that subscribed to be notified of a state change in a selected work item and/or container are notified of the change. Work items can be transferred to a subscribing entity when requested by the subscribing entity. Work item containers can be organized into queues and can comprise information regarding the work item.