Unified communications incorporation in a contact center

An apparatus for a contact center system, the apparatus comprising:

• one or more computer readable storage media;
• a processing system operatively coupled with the one or more computer readable storage media;
• and
• program instructions stored on the one or more computer readable storage media that, when read and executed by the processing system, direct the processing system to:
• in response to an agent logging into the contact center system, establish a first connection between the contact center system and a unified communications endpoint operated by the agent, wherein the first connection is established using a unified communications system that services the unified communications endpoint;
• after establishing the first connection, identify a call on a second connection between the contact center system and a second endpoint operated by a user;
• and
• in response to selecting the agent to handle the call, bridge the first connection and the second connection.

One or more computer readable storage media having program instructions stored thereon that, when read and executed by a processing system of a contact center system, direct the contact center system to:

• in response to an agent logging into the contact center system, establish a first connection between the contact center system and a unified communications endpoint operated by the agent, wherein the first connection is established using a unified communications system that services the unified communications endpoint;
• after establishing the first connection, identify a call on a second connection between the contact center system and a second endpoint operated by a user;
• and
• in response to selecting the agent to handle the call, bridge the first connection and the second connection.