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

A method of controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal, the method comprising, using one or more processors for:

• responding to receipt of a request to establish the communication channel by determining whether a permission for a media type associated with the communication channel is allocated to the service provider terminal;
• when a permission for the media type associated with the communication channel is determined to be allocated to the service provider terminal, allowing establishment of the communication channel;
• when a permission for the media type associated with the communication channel is determined not to be allocated to the service provider terminal, determining availability of a permission for the media type associated with the communication channel from a pool of permissions;
• when a permission from the pool of permissions for the media type associated with the communication channel is determined not to be available, refusing establishment of the communication channel;
• and
• when a permission from the pool of permissions for the media type associated with the communication channel is determined to be available, allocating the permission for the media type associated with the communication channel to the service provider terminal and allowing establishment of the communication channel.