Abstract: The present invention is directed to architectures for receiving, from requestors, requests for information, identifying appropriate responders, unknown to the requestors, to provide the requested information, and effecting interactions between the requestors and responders.

Abstract: A method and system for dynamically determining a poll wherein at least a first parameter for each queue of one or more queues is maintained and a poll for each queue based upon an initial polling mode corresponding to each of the one or more queues is conducted. The polling mode comprises either a scheduled polling mode or an on-demand polling mode. Thereafter, at least a second parameter for each queue based on the poll is determined and an interval or a mode of a subsequent poll for each queue based on a comparison between the first parameter and the second parameter corresponding to each queue is scheduled. The subsequent poll is either (a) a different one of the scheduled poll and the on-demand poll, or (b) the scheduled poll having a different polling interval than the initial polling mode wherein the initial polling mode is also the scheduled poll.

Abstract: In one embodiment, a contact center is provided that includes: (a) a work item queue 208, 250 comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise; and (b) a selector operable to select and assign a work item to an agent. In selecting the work item, the selector considers both a customer contact and the intra-enterprise contact. The intra-enterprise contact, for example, can be a training notification.

Abstract: The present invention is directed to a contact center, comprising: (a) a plurality of media servers 112a-n, each of the media servers being associated with a plurality of corresponding agent communication devices 120a-i positioned in a respective agent domain 100a-n; (b) a plurality of gateways 128a-n, each of which is currently controlled by a corresponding one of the plurality of media servers 112a-n and positioned in a contactor domain 104; and (c) a packet-switched Wide Area Network (WAN) 108 connecting the plurality of media servers 128a-n and the plurality of gateways 112a-n.

Abstract: The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer's request. In particular, the system carries call information across the entirety of a transaction with the call being managed as an anymedia multi-transactional event. The model used for the present media independent communications processing system, as embodied in a call center, comprises a hallways and rooms paradigm that enables the customer to dynamically navigate their anymedia communications connection to a desired information providing source. As the customer's call is routed during the duration of the communication session, the call context information is stored and used by the rules-based call routing process to identify a source of information/services that is best adapted to serve the needs of this customer.