Method and system for controlling establishment of communication channels in a contact centre

A method for controlling establishment of a communication channel between a service provider terminal of a contact centre and a service request terminal, the method comprising responding to receipt of a request to establish the communication channel by:

• a) determining, using one or more processors, whether a license for a media type associated with the communication channel is allocated to the service provider terminal;
• b) if a license is determined to be allocated to the service provider terminal, the one or more processors allowing establishment of the communication channel;
• c) if a license is determined not to be allocated to the service provider terminal, determining, using the one or more processors, availability of a license from a pool of licenses;
• d) if a license from the pool of licenses is determined not to be available, the one or more processors refusing establishment of the communication channel;
• and
• e) if a license from the pool of licenses is determined to be available, the one or more processors allocating the license from the pool of licenses to the service provider terminal and allowing establishment of the communication channel.