Method and system for integrating a PBX-equipped client and an on-demand database service

• US 8,732,088 B2
• Filed: 03/19/2012
• Issued: 05/20/2014
• Est. Priority Date: 10/02/2006
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Casalaina, Marco S., Dvorkin, Jim, Winters, Jason, Yang, Bing, Ourk, Dararith, Chen, Rupert
• Primary Examiner(s): Nigh, James D
• Application Number:
  US13/424,255
• Publication Number:
  US 20120177187A1
• Time in Patent Office: 792 Days
• Field of Search: 705/51, 705/345, 705/346, 379/142.06, 379/142.15
• US Class Current: 705/51
• 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 embodied therein, the computer readable program code adapted to be executed to implement a method, the method comprising:

detecting, in connection with a device with a private branch exchange (PBX) system, a first event relating to a call to a receiving party initiated by a calling party, wherein the calling party is a customer of the receiving party; and

in response to the detection of the first event, causing communication with an on-demand database service, wherein the communication includes querying, utilizing an identifier that includes at least a phone number of the calling party, the on-demand database service for both;

contact information including at least a name of the calling party, and

account information of the calling party that includes at least historical data, a priority, a case number, a case owner, a date and time, a contact name, a status, a type, and a case origin identifier;

causing population of a first interface with the contact information and the account information, where the first interface is a template for the receiving party and is capable of being configured differently for different groups of users including configuring a language of the template based at least on a location associated with the users by including in the template labels for user interface components that are to be shown and localized to the language, and wherein the first interface further includes;

first indicia representative of a first action including a reject action,

second indicia representative of a second action including a transfer action, and

third indicia representative of a third action including a hold action;

allowing receipt of entry information entered during the call by the receiving party;

causing storage of the entry information utilizing the on-demand database service;

allowing transfer of the entry information via the on-demand database service;

detecting, in connection with the device with the PBX system, a second event relating to a termination of the call;

in response to the detection of the second event, causing communication with the on-demand database service, where the communication includes sending data relating to the call to the on-demand database service; and

causing storage of the data related to the call utilizing the on-demand database service;

wherein a second interface is further provided for at least the receiving party and includes;

a search function for allowing a directory of contacts to be searched, where the directory of contacts is stored utilizing the on-demand database service, and for allowing a directory of cases associated with customer accounts to be searched, wherein the cases illustrate tasks associated with different customers, and

a history of calls received and made by a particular user, where the history of calls are stored utilizing the on-demand database service.

2. The computer program product of claim 1, wherein the detecting occurs at the device.

3. The computer program product of claim 1, wherein the detecting occurs at the on-demand database service.

4. The computer program product of claim 1, wherein the first interface and the second interface are templates provided by the on-demand database service to a device of the receiving party upon initialization of the device of the receiving party.

5. The computer program product of claim 4, wherein a language of the templates depends on a location of the device of the receiving party.

6. The computer program product of claim 4, wherein the template that is the first interface is further configured differently for different groups of users based on a job description and duties of the users such that the template that is the first interface is tailored for a particular application.

7. The computer program product of claim 4, wherein the templates includes XSL documents translated from page layouts predetermined for the device of the receiving party, wherein each XSL document uses uniquely-assigned identifiers of objects in the first interface for allowing the objects to be translated into HTML elements, wherein each XSL document contains labels for components that are to be shown and that are localized to a language of the receiving party, wherein each XSL document contains logic for use in translating XML user interface information received from the on-demand database service for use in populating the associated template, and wherein the logic includes a rule for populating the associated template with the XML user interface information received from the on-demand database service.

8. The computer program product of claim 1, wherein the account information includes an identifier of an account of the customer.

9. The computer program product of claim 1, wherein the account information includes a type of the customer.

10. The computer program product of claim 1, wherein the account information includes billing information and balance due.

11. The computer program product of claim 1, wherein the account information includes work item status.

12. The computer program product of claim 1, wherein in response to the detection of the first event, the communication with the on-demand database service further includes querying, utilizing the identifier of the calling party, the on-demand database service for additional information, and wherein the first interface 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.

15. The computer program product of claim 12, wherein the additional information includes opportunities to initiate contact with potential customers.

16. The computer program product of claim 12, wherein the additional information includes accounts illustrating pending tasks associated with customers.

17. A system, comprising:

a processor for;

detecting, in connection with a device with a private branch exchange (PBX) system, a first event relating to a call to a receiving party initiated by a calling party, wherein the calling party is a customer of the receiving party; and

in response to the detection of the first event, causing communication with an on-demand database service, wherein the communication includes querying, utilizing an identifier that includes at least a phone number of the calling party, the on-demand database service for both;

contact information including at least a name of the calling party, and

account information of the calling party that includes at least historical data, a priority, a case number, a case owner, a date and time, a contact name, a status, a type, and a case origin identifier;

causing population of a first interface with the contact information and the account information, where the first interface is a template for the receiving party and is capable of being configured differently for different groups of users including configuring a language of the template based at least on a location associated with the users by including in the template labels for user interface components that are to be shown and localized to the language, and wherein the first interface further includes;

first indicia representative of a first action including a reject action,

second indicia representative of a second action including a transfer action, and

third indicia representative of a third action including a hold action;

allowing receipt of entry information entered during the call by the receiving party;

causing storage of the entry information utilizing the on-demand database service;

allowing transfer of the entry information via the on-demand database service;

detecting, in connection with the device with the PBX system, a second event relating to a termination of the call;

in response to the detection of the second event, causing communication with the on-demand database service, where the communication includes sending data relating to the call to the on-demand database service; and

causing storage of the data related to the call utilizing the on-demand database service;

wherein a second interface is further provided for at least the receiving party and includes;

a search function for allowing a directory of contacts to be searched, where the directory of contacts is stored utilizing the on-demand database service, and for allowing a directory of cases associated with customer accounts to be searched, wherein the cases illustrate tasks associated with different customers, and

a history of calls received and made by a particular user, where the history of calls are stored utilizing the on-demand database service.

18. The system of claim 17, wherein the detecting occurs at the device.

19. The system of claim 17, wherein the detecting occurs at the on-demand database service.

20. A method, comprising:

detecting, by a computer processor in connection with a device with a private branch exchange (PBX) system, a first event relating to a call to a receiving party initiated by a calling party, wherein the calling party is a customer of the receiving party; and

in response to the detection of the first event, causing communication with an on-demand database service, wherein the communication includes querying, utilizing an identifier that includes at least a phone number of the calling party, the on-demand database service for both;

contact information including at least a name of the calling party, and

account information of the calling party that includes at least historical data, a priority, a case number, a case owner, a date and time, a contact name, a status, a type, and a case origin identifier;

causing population of a first interface with the contact information and the account information, where the first interface is a template for the receiving party and is capable of being configured differently for different groups of users including configuring a language of the template based at least on a location associated with the users by including in the template labels for user interface components that are to be shown and localized to the language, and wherein the first interface further includes;

first indicia representative of a first action including a reject action,

second indicia representative of a second action including a transfer action, and

third indicia representative of a third action including a hold action;

allowing receipt of entry information entered during the call by the receiving party;

causing storage of the entry information utilizing the on-demand database service;

allowing transfer of the entry information via the on-demand database service;

detecting, in connection with the device with the PBX system, a second event relating to a termination of the call;

in response to the detection of the second event, causing communication with the on-demand database service, where the communication includes sending data relating to the call to the on-demand database service; and

causing storage of the data related to the call utilizing the on-demand database service;

wherein a second interface is further provided for at least the receiving party and includes;

a search function for allowing a directory of contacts to be searched, where the directory of contacts is stored utilizing the on-demand database service and for allowing a directory of cases associated with customer accounts to be searched, wherein the cases illustrate tasks associated with different customers, and

a history of calls received and made by a particular user, where the history of calls are stored utilizing the on-demand database service.