Hello Steve, You are right on track and this is also what we have done with pretty good results. Of course now with Flex/Air there are a number of ways to enhance the service for the Customer/Agent
Ed Mail: edpimentl[at]gmail.com Voip: edpimentl [SKype | GoogleTalk ] http://agileoss.com (Web2.0 and SOA Development ) http://mobiquity.ws (Private Label Social Network) http://youbiquity.ws (Power of One for all Social Networks)
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