This new article presents a Web-based incoming-call monitor for a Customer Service Representative (CSR) in a Customer Relationship Management, or CRM, product based on Erik Hatcher's work, "Remote scripting using a servlet." To take that a step further, Victor Yang here analyzes those requirements and looks into such design options as why IFRAME is recommended over XML-RPC. Finally, he'll show you how to customize the original framework while explaining the key issues that take place during implementation with the code snippets.