Abstract: A CRM client architecture conducive to interaction with other applications executing in a same client system. In an embodiment, an agent is displayed a toolbar in response to an incoming contact from a CRM server, and the user can select one of the options based on the buttons contained in the toolbar. When the user selects an appropriate button (e.g., accept option), the CRM client application is executed to facilitate the handling of the incoming contact by the agent. On a reject option being selected by the agent, a corresponding action (e.g., appropriate notification to a CRM server) may be performed.