Abstract: A method of handling incoming calls directed to a virtual communication subscriber is disclosed. An incoming call intended for the virtual communication subscriber is received at a communication device. A call is placed to the communication device using contact information provided by the virtual communication subscriber. Extension information is provided to a SLS when the call is answered which corresponds to a communication line associated with the communication device. Upon connection to the communication device, the incoming call is bridged with the call placed to the communication device.

Abstract: Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need to logon to the system, and to permit CSRs to alert supervisors or specialists to logon to the system. Matching at a contact control server of existing conditions to predetermined criteria, e.g., failure to login at an assigned time, or specified network conditions (such as length of customer queues), triggers a command for a communication to one or more logged-off CSRS. Results of follow-up testing at the contact control server for matches causes page requests to be renewed, redirected or canceled.