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"The Agent Communications Panel for Microsoft Dynamics CRM 4.0 is an application add-in to Microsoft Dynamics CRM 4.0. It works with Microsoft Dynamics CRM and Microsoft Office Communications Server 2007 R2, and enables agents to manage their communications (make calls, receive calls, conference, and chat) from their Microsoft Dynamics CRM system.
The Agent Communications Panel is an XAML browser application (XBAP). It is published to a Web server and opened from a Web browser. "