SKILLS BASED ROUTING IN A STANDARDS BASED CONTACT CENTER USING A PRESENCE SERVER AND EXPERTISE SPECIFIC WATCHERS

摘要

The present invention discloses a presence management system for a contact center including a presence server (220), a data store (226), and one or more watchers (230, 234, 238). The presence server can accept, manage, and distribute presence information using Session Initiation Protocol SIP based messages in conformance with an open standard, such as an Internet Engineering Task Force IETF based standard. The data store can be communicatively linked to the presence server and can be configured to store the presence information. The stored presence information can include presence information for multiple contact center agents (210), wherein for each agent the stored presence information includes an element for expertise of the associated agent. The watchers (230,234,238) can subscribe to the presence information managed by the presence server. Each of the watchers can correspond to a unique expertise. The watcher associated with an expertise can watch presence information for all of the contact center agents having that expertise.