There isn't anything out of the box that could accomplish this. A customer could probably develop something custom along the lines of:Agent determines that they need to call a customer backAgent presses Task Button assigned to Launch External Applic...

i'm not aware of service desk solutions specifically, however CAD provides several ways to integrate 3rd party apps including screen pops.see the white paper here;http://www.cisco.com/en/US/partner/products/sw/custcosw/ps427/prod_white_papers_list.ht...