Patent ID: 8253771
Filing Date: 2012-08-28
Classification: H04N

Abstract:
1. A method of processing a video call comprising: handling an incoming video call from a calling party, said video call being from one of a set of phone numbers, a set of data addresses, and a set of URLs; identifying the calling party as one of an agent or a caller in accordance with a predetermined list of agent identities; presenting an agent main menu to the calling party, when the calling party is identified as an agent and the calling party is addressing a main queue entry; establishing a connection between the calling party and a queued caller, when the calling party is identified as an agent addressing a sub-queue and the queued caller has a first position in said sub-queue; presenting a caller main menu to the calling party, when the calling party is identified as a caller and the calling party is addressing the main menu queue; creating a virtual queue of callers associated with a sub-queue entry being addressed by the calling party, when the calling party is identified as a caller addressing the sub-queue entry; and inserting the calling party into a virtual queue of callers associated with the sub-queue entry the calling party is addressing, when the calling party is a caller addressing the sub-queue entry.