for the pbx network address and originated by agent 406 will process such messages at the end of the time that switch 402 is controlling agent 406 it will send a message to pbx 401 to relinquish control and then cease itself to receive or process messages from agent 406 by communicating with the switch 402 and pbx 401 all of the switching capacity of both of the modern switch 402 and the pbx 401 may be utilized there is no master slave relationship nor is the pbx utilized as a patch panel thereby effectively wasting its switching capacity rather the switching capacity of the contact center is comprised of the switching capacity of both of the pbx 401 and switch 402 thereby maximizing the use of all components in a hybrid configuration a table may be maintained within the switch 402 if control is to be transferred to the pbx 401 the table so indicates and the switch 402 then knows not to attempt control of such an agent alternatively any of the agents 404 408 may designate whether they ought to be controlled by the switch 402 or the pbx 401 by sending an appropriate message to both pbx 401 and switch 402 control conflicts are avoided and the specified device maintains control of the desktop agent until a new message is sent by such agent in such a system that allows each agent station to specify whether the call center 402 or the pbx 401 the call center switch 402 may still have the ability to at least temporarily override such preference this ability.