Abstract: An agent at a contact center uses a soft phone embedded in the agent's desktop to converse with a customer, to set the agent's Automatic Call Distribution (“ACD”) state, and to control the phone's call control state. Computer Telephony Integration (“CTI”) technology is used in many ways at the contact center, including for accessing CTI data and executing CTI methods. CTI data can include information about the calling number, called number, caller entered digits, and the queue the call came from. CTI methods can include call control operations such as answering a call, making a call, and transferring a call. In addition, CTI methods can also include ACD specific operations, such as setting an agent's state and querying the state of a queue of customers. A web browser is also embedded in the agent's desktop, and one or more web-based applications are integrated into the web browser. These applications may be web-based enterprise applications or other web-based applications such as available over the internet.