Using an expandable data layer, CF1-Live can re-route data to external systems. For instance, session log data, audit trails, and customer authentication data can be retrieved and stored into virtually any external system. Packaged within CF1-Live are standard integration methods, such as XML, e-mail, HTTP, and Web Services. Integrations with Helpdesk Incident Management and Customer Relationship Management (CRM) systems are a critical component of the CF1-Live solution. The CF1-Live Database Bridge technology allows the solution to automatically store data gathered by CF1-Live into desired fields within a Helpdesk Incident Management / CRM system. Through CF1-Live's flexible branding system, a Knowledge Base can be integrated throughout the eSupport process. Customers can launch an eSupport request from within a knowledge article. The knowledge article's description, or ID, can be passed to CF1-Live in order to route the customer's request to the most appropriate support queue. Furthermore, while on-hold, the system can look up the customer's question in the Knowledge Base and return the results. Additionally, support agents can launch knowledge articles directly from the CF1-Live interface.