System and method for transmitting signaling and media from a hybrid contact center operations environment

A method for providing contact center services in a hybrid operations environment, the method comprising:

• providing by a first controller in a first operations environment, a request for initiating an outbound call;
• establishing a first media path between an end user device and a media controller in a second operations environment in response to initiating the outbound call;
• monitoring call progress by the media controller;
• transmitting an update for the call progress by the media controller;
• and
• routing the call by the first controller to a contact center resource in response to the update, wherein the routing establishes a second media path between the end user device and the contact center resource.

A method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment, the method comprising:

• establishing a communication session between first and second communication devices;
• providing by a first controller in a first operations environment, a request to a media controller in a second operations environment to record media exchanged during the communication session;
• in response to the request to record, establishing a first media path between the media controller and the first communication device, and a second media path between the media controller and the second communication device;
• transmitting by the media controller commands for recording media exchanged via the first and second media paths, wherein the media is stored in a first storage device;
• and
• storing metadata associated with the recording in a second storage device.

A method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment, the method comprising:

• receiving by a controller located in the first operations environment a request for media service;
• identifying by the controller a first contact parameter for a first media resource in the first operations environment and a second contact parameter for a second media resource in the second operations environment;
• selecting one of the first and second media resources based on the contact parameters;
• and
• transmitting by the controller a request to the selected media resource.

A method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment, the method comprising:

• receiving by a controller in the first operations environment information on a call involving an end user device;
• providing first media service during a first portion of the call, wherein the providing the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment, wherein the first media resource transmits first media to the end user device in response;
• and
• providing second media service during a second portion of the call, wherein the providing the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment, wherein the second media resource transmits second media to the end user device in response.