Abstract: A customer service center or other facility receives session imitation protocol (SIP) messages transmitted from a web services user agent on behalf of a user network device. The customer service center is equipped with a session initiation protocol-enabled presence server that retrieves information about a SIP registered user, and adds information about the user (e.g., the user's name) on selected buddy lists subscribed to by customer service representatives. Customer service representatives are able to establish SIP media sessions with users appearing on their buddy lists by, for example, clicking on the user's name.

Abstract: A web services user agent is automatically downloaded to a user's network device in response to a user's request for a login web page associated with a web site (e.g., a web site of a company associated with a customer service center). When the user presents his or her login information (e.g., a username and password), the web services user agent automatically uses the user's login information to generate a session initiation protocol registration message. The web services user agent then automatically transmits the SIP registration message to a SIP server associated with a customer service center. Information about the user, such as the identity of the user and the current URL being browsed by the user, can then be displayed on the devices of one or more customer service representatives.