are routed over lan 51 to appropriate lan connected terminals a customer information system cis server 57 is provided within center 25 and is connected to lan 51 cis server 57 is adapted to store and server any data about known customers that may be useful to agents communicating with them data held in cis 57 may include but is not limited to customer account information personal transaction histories address and contact information and so on other systems adapted to aid agents in interacting with customers are also available within communication center 25 and in some cases within networks 11 and 13 for example switch 39 is illustrated as having an interactive voice response ivr system 44 ivr 44 is adapted to interact with cost callers on an agent 39 s behalf when required by enterprise rules a queue q system 43 is also available at switch 39 as is generally known in the art queue system 43 may be a first in first out fifo queue or it may be an enhanced queue with enhancement provided by cti processor 41 dnt equivalents are provided at ip router 55 and represented by an ip queue 53 and an ivr system 43 such conventions are used to aid in handling call.