19. The apparatus for handling contact requests as in claim 18 further comprising means within the contact broker for identifying a set of required skills for handling the contact from the contact associated information.
19. The apparatus for handling contact requests as in claim 18 further comprising means within the contact broker for identifying a set of required skills for handling the contact from the contact associated information. 20. The apparatus for handling contact requests as in claim 19 further comprising means within the contact broker for identifying a set of desired skills for handling the contact from the contact associated information.