Patent ID: 8867731

Claim:
A method for real-time communication between a customer and a contact center resource, the method comprising: receiving by a processor a first offer for a browser-based call from a web browser application, the first offer including a first media codec supported by the web browser application; modifying by the processor the first offer and generating a second offer having a second media codec supported by the processor, wherein in generating the second offer, the processor deletes the first media codec or adds the second media codec to a list containing the first media codec; transmitting by the processor the second offer for receipt by the contact center resource, wherein in response to the second offer, the contact center resource generates an answer including a selection of the second media codec in the second offer; and bridging by the processor media exchanged between the web browser application and the contact center resource during the real-time communication, wherein in bridging the media, the processor transcodes the media based on the first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from the contact center resource.