Abstract: Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents, without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

Abstract: Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents,.without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

Abstract: Contact centres are typically arranged to receive incoming contacts from customers and act accordingly. That is, the customer initiates contact with the contact centre. More recently, a need has arisen for contact centres to be able to initiate communication with customers. For example, to inform a customer that his or her flight has been cancelled and offer that customer the option to take part in an interactive communication session to book a new flight. A communications system such as a contact centre is interfaced with a business system such as customer relationship management system. In this way messages can be proactively sent to users.