Patent ID: 8917856

Claim:
A call center system, comprising: a Web access device, an instant messaging server, a Computer Telephony Integration (CTI), and a seat, wherein the Web access device being arranged to log on the instant messaging server based on an instant messaging access of a user, send instant messaging queuing information to the CTI, and initiate, after receiving queuing result information returned by the CTI, an instant messaging request to the seat; the CTI being arranged to return the queuing result information to the Web access device according to the received instant messaging queuing information and send a Web access service beginning message to the seat; the seat being arranged to accept the instant messaging request initiated by the Web access device according to the received Web access service beginning message, perform an instant messaging, and initiate extended services supported by the instant messaging server, the extended services including video chat, video conference, white board, application program share and remote assistance; and the call center system further comprises a network queuing device, the network queuing device is arranged to forward a message between the Web access device and the CTI, wherein the message comprises the instant messaging queuing information and the queuing result information.