a natural language and pass a request for connection through the telephony system 40 to the call centre 50 the telephony system 40 can also provide to the call centre 50 the customer line identification cli number this allows the use of a customer relationship management system database 72 in the call centre 50 to bring up details of the customer 60 if that customer 39 s details are stored in the database 72 in order to identify to which agent 70 a connection should be made the telephony system 40 is informed which agents 70 are able to accept calls by means of an indicator 74 which may be passed to the telephony system 40 thus the telephony system 40 knows which agents 70 are available to take calls and does not waste resources trying to make connection when no agents 70 are available this is implemented in a computer telephony integration cti system incorporated into the workstations used by the agents 70 in another embodiment the agents 70 could dial a number and log into the system 10 by for example using ivr technology the invention is described with respect to telephonic communication between the customer and the communications centre the connection could also be established by means of a data and or voice connection through a computer network such as the internet in yet a further embodiment of the invention the message 300 could include the number on the public switched telephone network or on a mobile network with whom the customer wished to make contact the telephony system 40 would using the first field in the message 300 establish the connection between the number and the customer in yet a further embodiment of the system the customer 60 could use a mobile device pda.