The Agent Desktop is the module that controls the agent’s communications with the customers. It is accessed through a web browser and it supports inbound and outbound campaigns, e-mail and data entry. For inbound campaigns screen popping can be used to present the script to the agent. The script drawn as a flowchart using MS Visio will be converted as to a web screen dynamically. The captured data will be transferred to the database at the end of the session.

XML Data queue Handler (XDQH) would be responsible for handling the queue (Generated from Hit Screen) and posting the data to client system at system configured interval (e.g. every 30 minutes). This would act as a store and forward mechanism with built in queuing. The backend for this system component would be Microsoft SQL Server 2005 or 2000 or Oracle 10i.