Method and system for integrating a PBX-equipped client and an on-demand database service
First Claim
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 by a processor to implement a method, the method comprising:
- providing a user interface to a first party, the user interface retrieved from an on-demand database service and customized for the first party, where the user interface is a template 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;
receiving, from a device with a private branch exchange (PBX) system at the on-demand database service, information received in association with an event relating to a call incoming to a computer telephony integration system of the first party, the event detected in connection with the device with the PBX system; and
sending by the on-demand database service a response to the receipt of the information, the response comprising additional information associated with the event including at least;
identification information of a second party that initiated the call, andan action to reject the call,wherein the second party that initiated the call is a customer of the first party;
updating the user interface with the additional information by at least including in the user interface the identification information of the second party that initiated the call and a selectable option to employ the action to reject the call;
providing the updated user interface to the first party for which the call is incoming;
through the updated user interface, allowing receipt of entry information input during the call by the first party; and
transferring the entry information to the calling party during the call, wherein the entry information is transferred to the second party via the on-demand database service.
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Accused Products
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.
172 Citations
9 Claims
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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 by a processor to implement a method, the method comprising:
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providing a user interface to a first party, the user interface retrieved from an on-demand database service and customized for the first party, where the user interface is a template 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; receiving, from a device with a private branch exchange (PBX) system at the on-demand database service, information received in association with an event relating to a call incoming to a computer telephony integration system of the first party, the event detected in connection with the device with the PBX system; and sending by the on-demand database service a response to the receipt of the information, the response comprising additional information associated with the event including at least; identification information of a second party that initiated the call, and an action to reject the call, wherein the second party that initiated the call is a customer of the first party; updating the user interface with the additional information by at least including in the user interface the identification information of the second party that initiated the call and a selectable option to employ the action to reject the call; providing the updated user interface to the first party for which the call is incoming; through the updated user interface, allowing receipt of entry information input during the call by the first party; and transferring the entry information to the calling party during the call, wherein the entry information is transferred to the second party via the on-demand database service. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method, comprising:
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providing a user interface to a first party, the user interface retrieved from an on-demand database service and customized for the first party, where the user interface is a template 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; receiving, from a device with a private branch exchange (PBX) system at the on-demand database service, information received in association with an event relating to a call incoming to a computer telephony integration system of the first party, the event detected in connection with the device with the PBX system; and sending by a processor of the on-demand database service a response to the receipt of the information, the response comprising additional information associated with the event including at least; identification information of a second party that initiated the call, and an action to reject the call, wherein the second party that initiated the call is a customer of the first party; updating the user interface with the additional information by at least including in the user interface the identification information of the second party that initiated the call and a selectable option to employ the action to reject the call; providing the updated user interface to the first party for which the call is incoming; through the updated user interface, allowing receipt of entry information input during the call by the first party; and transferring the entry information to the calling party during the call, wherein the entry information is transferred to the second party via the on-demand database service.
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8. An apparatus, comprising:
a processor for executing computer readable program code embodied on a non-transitory computer usable medium to perform a method, the comprising; providing a user interface to a first party, the user interface retrieved from an on-demand database service and customized for the first party, where the user interface is a template 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; receiving, from a device with a private branch exchange (PBX) system at the on-demand database service, information received in association with an event relating to a call incoming to a computer telephony integration system of the first party, the event-detected in connection with the device with the PBX system; and sending by the on-demand database service a response to the receipt of the information, the response comprising additional information associated with the event including at least; identification information of a second party that initiated the call, and an action to reject the call, wherein the second party that initiated the call is a customer of the first party; updating the user interface with the additional information by at least including in the user interface the identification information of the second party that initiated the call and a selectable option to employ the action to reject the call; providing the updated user interface to the first party for which the call is incoming; through the updated user interface, allowing receipt of entry information input during the call by the first party; and transferring the entry information to the calling party during the call, wherein the entry information is transferred to the second party via the on-demand database service. - View Dependent Claims (9)
Specification