A method for communicating with a call center, performed by an audio and video client, wherein the audio and video client is an instant messaging client for communicating with an audio and video server that is an instant messaging server, said method comprising: displaying a plurality of merchant service providers on a user interface of an instant messaging application running on the instant messaging client; detecting a user selection of a first merchant service provider from the plurality of merchant service providers; in response to the user selection: transmitting, to an instant messaging server, a request to establish a network session connection to a first call center corresponding to the first merchant service provider, wherein, in response to the request received from the instant messaging client, the instant messaging server establishes: a first network session connection to the instant messaging client and a second network session connection to the first call center, via the instant messaging server; receiving, through the network session connection, a first-level voice menu sent by the first call center; directly downloading, from the instant messaging server through the first network session connection, a correspondence between visualized menus for the first call center retrieved from the instant messaging server and voice menus of the first call center retrieved from the first call center, wherein for each merchant service provider the correspondence between visualized menus and voice menus of the call center is configured by the audio and video server; searching for a first visualized menu corresponding to the first-level voice menu based on the correspondence; and displaying the first visualized menu including a plurality of options on the user interface of the instant messaging application on the instant messaging client and playing voice prompt information of the plurality of options in the first visualized menu received from the first call center. displaying a plurality of merchant service providers on a user interface of an instant messaging application running on the instant messaging client; detecting a user selection of a first merchant service provider from the plurality of merchant service providers; in response to the user selection: transmitting, to an instant messaging server, a request to establish a network session connection to a first call center corresponding to the first merchant service provider, wherein, in response to the request received from the instant messaging client, the instant messaging server establishes: a first network session connection to the instant messaging client and a second network session connection to the first call center, via the instant messaging server; receiving, through the network session connection, a first-level voice menu sent by the first call center; directly downloading, from the instant messaging server through the first network session connection, a correspondence between visualized menus for the first call center retrieved from the instant messaging server and voice menus of the first call center retrieved from the first call center, wherein for each merchant service provider the correspondence between visualized menus and voice menus of the call center is configured by the audio and video server; searching for a first visualized menu corresponding to the first-level voice menu based on the correspondence; and displaying the first visualized menu including a plurality of options on the user interface of the instant messaging application on the instant messaging client and playing voice prompt information of the plurality of options in the first visualized menu received from the first call center. transmitting, to an instant messaging server, a request to establish a network session connection to a first call center corresponding to the first merchant service provider, wherein, in response to the request received from the instant messaging client, the instant messaging server establishes: a first network session connection to the instant messaging client and a second network session connection to the first call center, via the instant messaging server; receiving, through the network session connection, a first-level voice menu sent by the first call center; directly downloading, from the instant messaging server through the first network session connection, a correspondence between visualized menus for the first call center retrieved from the instant messaging server and voice menus of the first call center retrieved from the first call center, wherein for each merchant service provider the correspondence between visualized menus and voice menus of the call center is configured by the audio and video server; searching for a first visualized menu corresponding to the first-level voice menu based on the correspondence; and displaying the first visualized menu including a plurality of options on the user interface of the instant messaging application on the instant messaging client and playing voice prompt information of the plurality of options in the first visualized menu received from the first call center.