8. The instant messaging server according to claim 6 , wherein the processor is further for placing the instant-message query in an un-categorized sub-queue within an instant messaging support queue.
6. An instant messaging server for communicating with experts comprising: a network interface that establishes a communication between an end-user telephony device and a first-level expert client information processing terminal in a help desk, wherein the first-level expert client information processing terminal is associated with a first-level expert human; the network interface receives, from the first-level expert client information processing terminal, a request for support from the end-user telephony device and receiving input from the first-level human expert to place an instant-message query in a support queue that is viewable while in the support queue to a plurality of second-level experts within the help desk, while simultaneously maintaining voice communication between the end user telephony device and the first-level expert client information processing terminal, thereby eliminating placing the end-user device on hold, and the input comprising at least a support category associated with the request for support selected by the first-level human user; and a processor that performs a method comprising: generating a unique instant message query identifier based on the support category selected by the user and an communication address associated with the first-level expert client, the unique instant message query identifier being associated with the instant-message query; placing the instant-message query with the unique instant message query identifier into the support queue corresponding to the support category selected by the user, the support queue being an instant message queue residing on an instant messenger server, the support queue comprising a plurality of instant-message queries; receiving a selection from at least one second-level expert in the plurality of second-level experts to be associated with the support queue; selecting, by a support manager application, one of the plurality of second-level experts to receive the instant-message query; automatically forwarding the instant-message query from the queue to the second-level expert which has been selected; displaying, in response to receiving the selection from the second-level expert, a portion of each of the plurality of instant-message to the second-level expert; determining, while the voice communication between the end-user telephony device and the first-level expert client information processing terminal is still established, that a second-level expert in the plurality of second-level experts has satisfied the request, the determining comprising receiving a first instant message comprising an answer to the request for further support; and forwarding, in response to the determining and while the voice communication between the end-user a telephony device and the first-level expert client information processing terminal is still established, the first instant message from the second-level expert based on the address associated with the first-level expert that is comprised in the instant message query; receiving a second instant message from the second-level expert that request has been satisfied and closed out; and updating, in response to receiving the second instant message, a request count associated with the second-level expert to indicate that the second-level expert is able to accept at least one additional request for further support.