Patent ID: 8582475

Claim:
A contact center comprising: a web server configured to receive a multimedia support request from a requesting client device and establish a multimedia communications session with the requesting client device at a particular address; a first controller configured to generate a room identifier associated with the multimedia support request and instruct the web server to transmit an invitation to the requesting client device for the requesting client device to join the multimedia communications session at the particular address; a second controller configured to instruct a telephony application to place a proxy telephone call, after the requesting client device accepts the invitation in association with the multimedia communications session, to a telephone exchange and, after the proxy telephone call has passed through a joint queue configured to accept proxy and non-proxy service telephone calls, route the proxy telephone call to an available agent client device; a monitoring server configured to monitor the telephone exchange and report, to the first controller, routing of the proxy telephone call to the available agent client device, the first controller further configured to transmit a message including the room identifier to the available agent client device in response to the report from the monitoring server, wherein the available agent client device is configured to connect to the multimedia communications session at the particular address, and audio is exchanged between the requesting client device and the agent client device via at least one of the proxy telephone call and the multimedia communications session.