Patent ID: 6934277

Claim:
A method of establishing an audio call path between an Internet user accessing a web site through the Internet and an agent of a plurality of agents associated with the web site, such method comprising the steps of: providing the web site with a plurality of audio access icons each disposed on a respective web page of the web site; detecting activation of an audio access icon of the plurality of icons by the Internet user as a help request; searching for an agent of the plurality of agents in a context where a terminal of the agent functions as a web site and where the activated audio-access icon functions as an additional search term used along with an information content of the web page of the activated audio access icon to determine a type of question associated with the detected activation; selecting an agent of the plurality of agents with a best relative ability to answer the determined type of question based upon the search; and establishing a voice path through the Internet using IP telephony between Internet voice plug-ins of the user and the selected agent.