Patent ID: 8588399

Claim:
A method of routing calls through successive layers of providers that are associated with separate entities that are part of organizational units, the organizational units connected via an IP (Internet Protocol) data network that is connected to a call center, comprising: receiving an IP video call from a requestor via an IP connection, the IP video call originating from an entity and requiring a particular skill of a representative; routing the IP video call via the IP connection to a representative of the entity logged-in to the call center when the representative of the entity has that particular skill and is available to take the IP video call, wherein the IP video call is routed via a first local network corresponding to the entity, wherein the first local network is behind a first firewall that connects the first local network to a private MPLS (Multi-Protocol Label Switched) network; when a representative of the entity is not available to take the IP video call, routing the IP video call via the IP connection to a representative of an organizational unit associated with the entity logged-in to the call center when the representative of the organizational unit has that particular skill and is available to take the IP video call, wherein the IP video call is routed via the first local network to a second local network corresponding to the organizational unit, wherein the second local network is behind a second firewall that connects the second local network to the private MPLS, wherein the entity and the organizational unit are associated with a call center; and when a representative of the entity and a representative of the organizational unit are not available to take the IP video call, routing the IP video call via the IP connection to a representative outside the organizational unit logged-in to the call center when the representative outside the organizational unit has that particular skill and is available to take the IP video call, wherein the representative outside the organizational unit is also associated with said call center.