of the web server computer 1 as is the identity of each user in the queue when a user reaches the head of the queue the web server computer 1 assigns one of a number of agents to contact the user at step 160 in fig3 the agents are connected to the web server with the agent connection means 6 in this example the agents communicate with computer 1 using personal computers 20 23 and the computer 1 recognizes each agent by their associated computer when a user reaches the head of the queue the computer analyses the relevant database or memory record for business and private users respectively if the user represents a business and has been contacted by a particular agent on a previous occasion the computer may choose to instruct the particular agent to contact the user as is the case here for user b 1 in fig4 a alternatively the computer 1 may choose another user if the agent of choice is busy for a long period similarly specific agents may be assigned to deal solely with private users some agents may also have specific areas of expertise which can be matched to the needs of the user for example agent operating computer 22 may be an expert on workstations and.