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

• US 20140254780A1
• Filed: 05/20/2014
• Published: 09/11/2014
• Est. Priority Date: 10/02/2006
• Status: Abandoned Application

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Casalaina, Marco S., Dvorkin, Jim, Winters, Jason, Yang, Bing, Ourk, Dararith, Chen, Rupert
• Application Number:
  US14/283,088
• Publication Number:
  US 20140254780A1
• Time in Patent Office: Days
• US Class Current: 379/93.14
• 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 computer program product, comprising a non-transitory computer usable medium having a computer readable program code causing a computer to implement a method, the method comprising:

detecting, by a device on a telecommunications system, a call to a service provider, the call being initiated by a customer of the service provider;

in response to the call, querying a database, hosted by the service provider, for information that includes at least one of contact information, account information, historical data associated with the customer, and case information that includes one or more of a case owner, a case number, a case origin identifier, and a date and time;

populating a user interface template with the queried information, where the user interface template allows a user interface to be service provider specific and allows the user interface to be configured differently for different groups of agents associated with the service provider based on one or more configuration variables;

generating the user interface based on the user interface template to include a (i) search function for finding service information from the database, the service information including contacts and cases, (ii) a history function for displaying a history of calls between the service provider and the customer, and (iii) a click to dial function that displays one or more phone number fields as clickable links;

during the call, receiving input in the user interface from an agent associated with the service provider;

recording information about the call;

detecting, by the device on the telecommunications system, a call termination;

in response to the call termination, sending data relating to the call to the database; and

storing the data related to the call in the database.

2. The computer program product of claim 1, wherein the user interface is provided to a device of the agent associated with the service provider upon initialization of the device of the agent.

3. The computer program product of claim 1, wherein the user interface is configured differently for different groups of agents based on a job description and duties of the agents such that the user interface is tailored for a particular application.

4. The computer program product of claim 1, wherein the configuration variables include a language of the user interface template and a location associated with one the different groups of agents.

5. A computer program product, comprising a non-transitory computer usable medium having a computer readable program code causing a computer to implement a method, the method comprising:

detecting, by a device on a telecommunications system, a call to a service provider, the call being initiated by a customer of the service provider;

in response to the call, querying a database, hosted by the service provider, utilizing an identifier of the customer, for contact information that includes at least a name of the customer;

populating a user interface template with the contact information, where the user interface template allows a user interface to be service provider specific and allows the user interface to be configured differently for different groups of users associated with the service provider based on one or more configuration variables;

generating the user interface based on the user interface template to include at least one of (i) a search function for finding service information from the database, the service information including contacts, (ii) a history function for displaying a history of calls between the service provider and the customer, and (iii) pending tasks;

during the call, receiving input in the user interface from a user associated with the service provider;

recording information about the call;

detecting, by the device on the telecommunications system, a call termination;

in response to the call termination, sending data relating to the call to the database; and

storing the data related to the call in the database.

6. The computer program product of claim 5, wherein the contact information further includes an address.

7. The computer program product of claim 5, wherein the input includes comments.

8. The computer program product of claim 5, wherein database is further queried for account information of the customer, and wherein the user interface template is populated with the account information.

9. The computer program product of claim 8, wherein the account information includes an identifier of an account of the customer.

10. The computer program product of claim 8, wherein the account information includes historical data.

11. The computer program product of claim 5, wherein the service information further includes accounts.

12. The computer program product of claim 5, wherein the database is further queried for additional information, and wherein the user interface template is populated with the additional information.

13. The computer program product of claim 12, wherein the additional information includes a history of received calls.

14. The computer program product of claim 12, wherein the additional information includes a history of sent calls.