Methods and apparatus for partially updating a web page using an embedded iFrame

• US 8,731,151 B2
• Filed: 09/05/2012
• Issued: 05/20/2014
• Est. Priority Date: 02/02/2012
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Vasudev, Gautam
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US13/604,356
• Publication Number:
  US 20130202098A1
• Time in Patent Office: 622 Days
• Field of Search: 379/93.17, 37926501-26601
• US Class Current: 379/93.17
• CPC Class Codes: G06F 3/048 Interaction techniques based on graphical user interfaces [GUI]
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 7/0018 Computer Telephony Resource Boards
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer

Abstract

Methods and systems are provided for managing customer service calls using a localhost service operating within a desktop environment. The system includes a web-based application configured to display browser windows including an overlayed or embedded softphone component, and a desk top application which serves a telephony application configured to receive call status information from a CTI adapter. The softphone is supported by an iFrame which exchanges call status information with the desk top application.

Claims

1. A computer telephony integration (CTI) application for managing customer service calls on a desktop computer, comprising:

a first module serving a web-based application configured to present a user with a browser window having an embedded softphone, wherein said first module is configured to operate in a first domain comprising an on-demand network computing platform; and

a second module serving a telephony application configured to receive call status information from a CTI adapter and forward said call status information to said softphone, wherein said second module is configured to operate in a second domain comprising a desktop environment;

wherein communication between said first and said second domains is local to said desktop computer; and

wherein said first and second modules comprise an integrated code base stored in a non-transitory computer readable storage medium in said desktop environment.

2. The CTI application of claim 1, wherein said softphone is configured as a pop-up window.

3. The CTI application of claim 1, wherein said second module functions as a browser connector for said telephony application.

4. The CTI application of claim 3, wherein said web application includes an iFrame for supporting said softphone, and said browser connector is configured to communicate with said iFrame.

5. The CTI application of claim 4, wherein said browser connector is configured to pass call status information to said softpohne using said iFrame.

6. The CTI application of claim 4, wherein said browser connector is configured to update said iFrame to reflect an incoming customer service call using a JavaScript message.

7. The CTI application of claim 4, wherein said Javascript message is an asynchronous JavaScript and XML (Ajax) protocol compliant message.

8. The CTI application of claim 4 wherein, upon receipt of an incoming customer service call:

said adapter is configured to pass an incoming call message to said browser connector;

said browser connector is configured to update said iFrame to reflect said incoming call; and

said iFrame is configured to update said softphone to reflect said incoming call.

9. A customer relationship management system for use with a desktop computer, comprising:

a computer telephony integration (CTI) adapter;

a browser connector configured to exchange call messages with said adapter;

a plurality of CRM browser windows; and

a web application configured to display said CRM browser windows and to communicate with said browser connector;

wherein said browser connector is stored on and executable by said desktop computer;

wherein said browser connector comprises an integrated set of computer executable instructions residing on and executable by said desktop computer; and

wherein communication between said browser connector and said web application is local to said desktop computer.

10. The customer relationship management system of claim 9, wherein said browser connector is configured to communicate with an embedded iFrame in at least one of said CRM browser windows.

11. The customer relationship management system of claim 10, wherein said communication is implemented using asynchronous JavaScript and XML (Ajax) protocols.

12. The customer relationship management system of claim 9, wherein said web application is configured to present a customer service representative (CSR) with a user interface which summarizes information pertaining to customer service calls.

13. The customer relationship management system of claim 12, wherein said information includes at least one of the following:

the caller'"'"'s name, title, company affiliation, location, nature and priority of the customer service inquiry, and incident history.

14. The customer relationship management system of claim 9 wherein, upon a change in status of a customer service call, said browser connector is configured to update said iFrame to reflect said status change.