Patent ID: 8298086

Claim:
A method of operating a game server hosting a networked multiplayer game comprising the steps of: a) hosting a networked multiplayer game on said game server, said game server operating a game engine providing to a player a controllable representation of a game character in a game environment whereby said player may control said controllable representation of a game character to interact with said game environment; b) providing, within said game environment of said networked multiplayer game hosted on said game server, a mechanism operable by controllable representations of game characters to initiate a request for contact with a contact center agent; c) upon operation of said mechanism by said controllable representation of a game character of said player, issuing a request to a contact center external to said game; d) subsequent to the operation of the mechanism by said controllable representation of a game character, modifying the game environment experienced by said controllable representation of a game character to simulate a waiting environment; e) receiving from the contact center an indication of a wait time parameter at the contact center; f) modifying said simulation of said waiting environment on the basis of said indication of a wait time parameter during a period while the player is awaiting being placed in communication with an agent of said contact center; g) opening a communications channel between the agent of said contact center and said game environment; h) directing said communications channel to the game environment in a locality of said controllable representation of a game character whereby said player and said contact center agent may communicate within the game environment; and i) providing, in the game environment, a visual representation of an agent character and directing said communications channel to said agent character, wherein said agent character is controlled by said agent.