Avaya Inc.

Sean Coyne

Siobhán Dervan

Thomas Eustace

James Bourke

A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. When the agent of the contact center is available the incoming contact is routed to a first agent device associated with the agent of the contact center.

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Galway, Ireland

Sean Coyne