Abstract: A contact center is provided that includes an input operable to receive work items 204a-w, a work item processing agent 200 to populate work item containers 212a-I with information respecting the received work items, and an Aagent Work Awareness Algorithm (AWAA) server notification agent 216 to notify subscribing AWAA agent entities of state changes in the work item containers. The processing AWAA server agent transfers work items to a subscribing AWAA agent entity when requested by the subscribing entity.

Abstract: In a telecommunications system that includes a plurality of user terminals and terminal translations that define attributes of the individual terminals, shared use of the terminals by a plurality of users, or use by a user of different ones of the terminals at different times, is facilitated. Each terminal's physical translations, which include for each terminal those attributes that are independent of the users of the terminal and which include a physical extension number, are associated with the corresponding terminals. Each terminal's default terminal translations, which include for each terminal those attributes that are dependent on the users of the terminal and which include a call-coverage path, also are associated with the corresponding terminals. Each user's logical translations, which include for each user those attributes that are independent of the terminals used by the user and which include a logical extension number and a call-coverage path, are associated with the corresponding users.