TECHNIQUES FOR PERFORMING MULTI-MEDIA CALL CENTER FUNCTIONALITY IN A DATABASE MANAGEMENT SYSTEM

Techniques for performing queuing and distribution functionality are provided. In an embodiment involving a multi-media call center, an item to be handled by an agent is received at a database server. The item may be a media item, which is a request for communication over any medium supported by a multi-media call center. The item may be stored in an item queue in a database. A number of agents may be registered with the database server to handle any items in which the agent is eligible. Eligible agent data that indicates which agents are eligible to handle the item is stored, in association with the item, in a repository managed by the database server. A selection is made, based at least in part on the eligible agent data, of which agent is to handle the item. The item may thereafter be moved to a matched item queue.