Abstract: The present invention is directed to a contact center and methodology for servicing non-real-time contacts. The advance time for the non-real-time contacts is determined by subtracting the time of service for an earlier item from the time of service for a later item. Items that are serviced immediately after certain types of predetermined events, e.g., the queue containing the non-real-time contacts has no working agents; the queue is empty; the system clock is changed; and the system is rebooted are ignored in estimating the wait time for enqueued items. Using this methodology, accurate wait-time predictions are provided for more efficient management of the contact center.

Abstract: A multi-domain telephony application programming interface is disclosed for managing a multimedia call across a plurality of domains. Advanced addressing techniques are utilized to support a media independent call control model across multiple communication domains in a consistent and integrated manner. In an illustrative embodiment, the multi-domain telephony application programming interface is based on the Java Telephony API (JTAPI). The multi-domain telephony application programming interface recognizes a call between two domains as one call on both systems, and presents the calls together as a single transaction to a user application. The multi-domain telephony application programming interface identifies and manages a set of inter-domain addresses that are the egress and access points between two domains, so that calls can traverse between them.