Video switching system, video communications system and method for establishing video communications with a telephonic switch

摘要

A video communications system 100, a video switching system 108 and method are provided for establishing video communications with a video communications device 104 utilizing the agent selection and reporting features of an automatic call distributor (ACD) 102. The ACD 102 receives an initial request from the video communications device 104 and rejects the initial request. A computer system 112 detects the initial request and acquires destination information in the initial request identifying the video communications device 104. The computer system 112 sends a simulated call to the ACD 102 requesting an agent for video communications. The ACD 102 selects an agent and notifies the computer system 112 which agent is selected. The computer system 112 then instructs an agent terminal 110 associated with the selected agent to establish video communications with the video communications device 104. The ACD 102 generates reports relating to the video communications.