METHOD AND SYSTEM FOR INTEGRATING A PBX-EQUIPPED CLIENT AND AN ON-DEMAND DATABASE SERVICE

• US 20080080689A1
• Filed: 08/31/2007
• Published: 04/03/2008
• Est. Priority Date: 10/02/2006
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Dvorkin, Jim, Winters, Jason, Chen, Rupert, Ourk, Dararith, Casalaina, Marco S., Yang, Bing
• Granted Patent: US 8,775,315 B2
• Time in Patent Office: Days
• US Class Current: 379/142.15
• CPC Class Codes: G06Q 2220/12 Usage or charge determination
• CPC Class Codes: H04M 1/56 Arrangements for indicating or recording the called number at the calling subscriber's set
• CPC Class Codes: H04M 1/575 Means for retrieving and displaying personal data about calling party
• CPC Class Codes: H04M 11/085 using a television receiver, e.g. viewdata system
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42127 Systems providing several special services or facilities from groups H04M3/42008 - H04M3/58
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/009 in systems involving PBX or KTS networks

Abstract

In accordance with embodiments, there are provided mechanisms and methods for integrating a private branch exchange (PBX)-equipped client and an on-demand database service. These mechanisms and methods for integrating a PBX-equipped client and an on-demand database service can enable embodiments with additional infrastructure at the client that is better equipped to leverage the on-demand database service. The ability of embodiments to provide such client side infrastructure can enable additional enhanced services in conjunction with telephone calls, etc.

Claims

1. A method, comprising:

detecting, at a client with a public branch exchange (PBX) system, an event relating to a telephone call; and

in response to the event, communicating with an on-demand database service.

2. A method of claim 1, wherein the event includes an incoming telephone call.

3. A method of claim 1, wherein a signal indicative of the event is received from a computer telephony integration system.

4. A method of claim 1, wherein the event is detected utilizing an application running on the client.

5. A method of claim 4, wherein the application includes a server.

6. A method of claim 5, wherein the server includes a hypertext transfer protocol (HTTP) server.

7. A method of claim 4, wherein the application includes a component object model (COM) interface.

8. A method of claim 1, and further comprising receiving, at the client, a template.

9. A method of claim 8, wherein the template is different for each of a plurality of the clients.

10. A method of claim 1, and further comprising receiving, at the client, data.

11. A method of claim 10, wherein the data relates to the telephone call.

12. A method of claim 10, wherein the data is utilized to populate a template at the client.

13. A method of claim 10, wherein the data is displayed utilizing a network browser.

14. A method of claim 1, wherein the event includes a receipt of the telephone call.

15. A method of claim 14, wherein the communicating includes querying the on-demand database service.

16. A method of claim 1, wherein the event includes a termination of the telephone call.

17. A method of claim 16, wherein the communicating includes sending data relating to the telephone call to the on-demand database service for storage.

18. A method of claim 1, wherein the communicating is utilized for providing a feature including at least one of a screen population feature, a click-to-dial feature, and a comment feature.

19. A method of claim 1, wherein the on-demand database service includes a multi-tenant database system.

20. A method, comprising:

detecting, at an on-demand database service, a message associated with an event relating to a telephone call; and

in response to the message, communicating with a client having a public branch exchange (PBX) system.

21. A machine-readable medium carrying one or more sequences of instructions which, when executed by one or more processors, cause the one or more processors to carry out the steps of:

detecting, at a client with a public branch exchange (PBX) system, an event relating to a telephone call; and

in response to the event, communicating with an on-demand database service.

22. An apparatus, comprising:

a processor; and

one or more stored sequences of instructions which, when executed by the processor, cause the processor to carry out the steps of;

detecting, at a client with a public branch exchange (PBX) system, an event relating to a telephone call; and

in response to the event, communicating with an on-demand database service.

23. A method for transmitting code in a multi-tenant database system on a transmission medium, the method comprising:

transmitting code to detect, at an on-demand database service, a message associated with an event relating to a telephone call; and

transmitting code to communicate with a client having a public branch exchange (PBX) system, in response to the message.