Abstract: A computing system for managing a plurality of resources in an enterprise is disclosed. The computing system includes a monitoring one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources. The system further includes a database for storing the one or more monitored attributes. The system further includes a computing module for computing a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored attributes. The system further includes an agent selection module for selecting at least one resource from the plurality of resources based on the computed contact time parameter. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.

Abstract: Methods and systems are disclosed for collecting presence information from multiple utilities associated with a user and creating merged presence calculation information where events are determined to be analogous in content. The analogous content may relate to one or more of timing, context, user information, location, and the like. More specifically, email out-of-office and calendar events may be treated as analogous events. From the analogous events, merged presence calculation information is created and then provided to a presence server for an efficient aggregate presence calculation.

Abstract: Methods and systems are disclosed for collecting presence information from multiple utilities associated with a user and creating merged presence calculation information where events are determined to be analogous in content. The analogous content may relate to one or more of timing, context, user information, location, and the like. More specifically, email out-of-office and calendar events may be treated as analogous events. From the analogous events, merged presence calculation information is created and then provided to a presence server for an efficient aggregate presence calculation.