Abstract: A method and system for load balancing and sharing of context information in a multi-vendor and/or multi-contact center environment. The arrangements utilize a generic client-side API in conjunction with a set of back end-frameworks to facilitate support of disparate contact center solutions. Accordingly a single client side application can be used to support multiple vendor contact center solutions. Further, the system enables an enterprise to leverage an instance of a visual IVR server, which works in conjunction with a contact center that supports such visual IVR server, so that it can also be used with contact center solutions that do not provide direct access to IVR scripts. The system also facilitates use of agent availability statistics to intelligently route customer calls to the most available agent across multiple vendor solutions or where instances of a single vendor solution are deployed in different data centers.

Abstract: Systems (100) and methods (900) for controlling distribution of media streams during a teleconference. The methods comprise: configuring, by a central controller (102), a media stream flow between user nodes (106-132) which are participating or are to participate in the teleconference based on one or more first parameters; periodically determining, by the central controller, an end-to-end latency for each pair of the user nodes during the teleconference; and dynamically re-configuring, by the central controller, the media stream flow between the user nodes participating in the teleconference in view of the end-to-end latencies which were previously determined. The media stream flow is configured/re-configured by ordering the user nodes into a daisy chain structure (300, 400), a tree structure (500, 600, 602) or a hybrid structure (700, 800). The structure in which the user nodes are configured can be different than the structure in which the user nodes are subsequently re-configured.