Abstract: In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.

Abstract: A method and apparatus for providing subscriber information by a first party to a second party in conjunction with a call placed through the Internet. The method includes the steps of the first party determining a level of subscriber information of the first party that is to be provided to the second party in conjunction with the call through the Internet and the first party registering a set of information elements that correspond to the determined level of subscriber information with an Internet registration server for the benefit of the second party.

Abstract: A method and apparatus are provided for routing calls from a contact center. The method includes the steps of providing a SIP presence server within the contact center that only provides presence information in support of outgoing calls from agents of the contact center, receiving a presence message by the SIP presence server identifying a communication port of an client and routing a call from an agent of the contact center to the client based upon the received registration message.

Abstract: An improved system and method for monitoring the progress performed toward identified key business objectives. First, the objectives are defined and identified as tasks. Then, employees are assigned to each task and the employees are also defined as tasks. Sub key business objectives are assigned to each employee and are also identified as tasks. As data regarding the completion status of each task is entered into the system, a real time comprehensive report on the overall status of key business objectives is realized.

Abstract: A method and apparatus are provided for processing information within a computer system. The method includes the steps of sending a SIP SUBSCRIBE message from a first computer resource of the computer system to a presentity server of a second computer resource of the computer system requesting a status of the second resource where the second resource separately performs a predetermined service for the first resource and sending a SIP NOTIFY message from a presentity server of the second resource to the first resource notifying the first resource of the status of the second resource.

Abstract: A method and apparatus are provided for compiling performance reports in a contact center serving a plurality of clients through the Internet using a plurality of agents. The method includes the steps of opening a transaction file for saving information about Internet exchanges between an agent of the plurality of agents and a client of the plurality of clients and measuring indicia of activity for the Internet exchanges between the agent and client. The method further includes the steps of adding the measured indicia of activity to the transaction file and compiling a report based upon the transaction file.