A router, comprising: code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions including routing of voice calls to individual ones of a plurality of agent stations (122(a-n); 123(a-n)) comprising communications appliances enabled for both voice calls and non-voice communication sessions, the agent stations (122(a-n); 123(a-n)) at one or more call centers; and a routing point identified in the router code enabled to establish non-voice communications sessions between individual ones of the communications appliances, characterized in that during a voice call established between a calling party and a first one of the communications appliances at an agent station (122(a-n); 123(a-n)), the routing point is invoked from the first communications appliance by issuance of a non-voice routing request to establish a non-voice communications session between the first communications appliance and a second communications appliance at a different agent station (122(a-n); 123(a-n)), wherein the router selects the second communications appliance from a set of communications appliances that are at that moment available to receive a voice call, or determined to have been engaged in a voice call for a time exceeding a predetermined time duration, and wherein a transaction server processes the routing request based on instructions received from the router, the router being adapted to consult a statistics server for current availability statistics for agent stations (122(a-n); 123(a-n)) and to serve a corresponding routing instruction to the transaction server, which sets up the requested session between the first one of the communications appliances at an agent station (122(a-n); 123(a-n)) and the second communications appliance at a different agent station (122(a-n); 123(a-n)) and wherein the voice call in progress between the calling party and the first communications appliance is transferred to the second communications appliance connected by the non-voice session to the first communications appliance. code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions including routing of voice calls to individual ones of a plurality of agent stations (122(a-n); 123(a-n)) comprising communications appliances enabled for both voice calls and non-voice communication sessions, the agent stations (122(a-n); 123(a-n)) at one or more call centers; and a routing point identified in the router code enabled to establish non-voice communications sessions between individual ones of the communications appliances, characterized in that during a voice call established between a calling party and a first one of the communications appliances at an agent station (122(a-n); 123(a-n)), the routing point is invoked from the first communications appliance by issuance of a non-voice routing request to establish a non-voice communications session between the first communications appliance and a second communications appliance at a different agent station (122(a-n); 123(a-n)), wherein the router selects the second communications appliance from a set of communications appliances that are at that moment available to receive a voice call, or determined to have been engaged in a voice call for a time exceeding a predetermined time duration, and wherein a transaction server processes the routing request based on instructions received from the router, the router being adapted to consult a statistics server for current availability statistics for agent stations (122(a-n); 123(a-n)) and to serve a corresponding routing instruction to the transaction server, which sets up the requested session between the first one of the communications appliances at an agent station (122(a-n); 123(a-n)) and the second communications appliance at a different agent station (122(a-n); 123(a-n)) and wherein the voice call in progress between the calling party and the first communications appliance is transferred to the second communications appliance connected by the non-voice session to the first communications appliance.