Patent ID: 8135126

Claim:
A method for establishing a conference between a customer at a customer terminal and a live agent at an agent station, the method comprising steps of: a) accepting a call request from the customer terminal, wherein the call request includes customer information, wherein the call request is assigned a unique identifier that identifies a call, wherein the unique identifier can be referenced in all subsequent transactions associated with the customer to identify the call, and wherein the customer information includes (1) an Internet protocol address of the customer terminal, (2) a video capability of the customer terminal, and (3) a browser type used by the customer terminal; b) requesting that an available live agent take the call request; c) when a live agent becomes available to take the call request, passing the customer information and the unique identifier included in the call request to the agent station associated with the available live agent; and d) establishing a call from the agent station associated with the available live agent to the customer terminal.