System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent

In a communications system comprising a server connected to the Internet, customer premises equipment in a remote customer premises comprising a customer computer connectable to the Internet and a customer telephone having a telephone number and connected to a public switched telephone network in a remote customer, a call centre and a plurality of help agent workstations each comprising a help agent computer and a help agent telephone connectable through the public switched telephone network to the customer telephone, a method for the customer to obtain help in relation to a WWW page having a URL (universal resource locator) from the server displayed by the customer computer comprising the steps:

• a) the call centre monitoring the agent telephones for availability;
• b) the customer selecting a remote help option from the WWW page;
• c) the customer's computer preparing a help request form comprising the customer telephone's number and the URL;
• d) the system transferring the help request form to the call centre;
• e) the call centre setting up a call over the public switched telephone network between the customer telephone and an available one of the agent telephones;
• f) the call centre passing the URL to the agent computer;
• and
• g) the agent computer displaying the WWW page identified by the URL.

In a communications system comprising a server connected to the Internet, customer premises equipment in a remote customer premises comprising a customer computer connectable to the Internet and a customer telephone having a telephone number and connected to a public switched telephone network, a call centre and a plurality of help agent workstations each comprising a help agent computer and a help agent telephone connectable through the public switched telephone network to the customer telephone, a method for the customer to obtain help in relation to a WWW page having a URL (universal resource locator) from the server displayed by the customer computer comprising the steps:

• a) the customer selecting a remote help option from the page;
• b) the customer computer signalling a telephone switch to ring the customer telephone with a normal ring or a distinctive ring in response to the customer selecting the help option;
• c) the telephone switch dialling the call centre automatically when the customer the picks up the handset;
• and
• d) the call centre transferring the call to an available one of said help agent telephones.