Patent ID: 8737596

Claim:
A method for establishing a real-time collaboration session between an end-user and a call center agent, said method comprising the steps of: receiving, at an application server, a request from a web-based client associated with an end-user who wants to have a real-time collaboration session with a call center agent; forwarding, from the application server, an http request to a collaboration server; establishing, at the collaboration server, a new conference; forwarding, from the collaboration server, an http response having conference details about the new conference to the application server; forwarding, from the application server, a conference invitation having conference details about the new conference to a queuing server; queuing, at the queuing server, the conference invitation until the call center agent becomes available to interact with the end-user; and connecting the end-user to the new conference, through the end user web-based client, which is hosted by the collaboration server, wherein said collaboration server (i) enables an automated call center agent to interact with the end-user, gather information from the end-user and provide responses to the end-user in the new conference to attempt to diagnose and solve a problem experienced by the end-user while the end-user is waiting for the call center agent to join the new conference and take part in the real-time collaboration session, and (ii) enables the call center agent, through a call center agent web based client, and the end-user to collaborate using voice, instant messaging, file uploading, desktop sharing, video or any combination thereof.