VIRTUALIZING HUMAN AGENTS ACROSS MULTIPLE LOCATIONS

摘要

Methods and arrangements for virtualizing human agents across multiple locations. A first agent is associated with a first contact center and a second agent is associated with a second contact center. An availability status of the second agent is published, both to the first contact center and to the second contact center. An incoming communication is accepted at the first contact center and a free status of the second agent is ascertained. The incoming communication is routed from the first contact center to the second agent.