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

• US 8,775,315 B2
• Filed: 08/31/2007
• Issued: 07/08/2014
• 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:
  US11/849,055
• Publication Number:
  US 20080080689A1
• Time in Patent Office: 2,503 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 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 by the computer processor including querying, utilizing an identifier of the calling party, the on-demand database service for contact information that includes at least a name of the calling party, wherein the querying includes using an identifier of the calling party to retrieve the contact information;

populating a first interface with the contact information, where the first interface is a template that is 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 comprises;

first indicia representative of a reject action,

second indicia representative of a transfer action, and

third indicia representative of a hold action;

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

storing the entry information utilizing the on-demand database service;

transferring the entry information to the calling party during the call, wherein the entry information is transferred via the on-demand database service;

detecting, in connection with the device with the PBX system, a second event that terminates the call;

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

storing the data relating to the call to the on-demand database service;

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

a search function for searching a directory of contacts, where the directory of contacts is stored by the on-demand database service,

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

pending tasks, where the pending tasks are stored by the on-demand database service.

2. The method of claim 1, wherein the detecting occurs at the device.

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

4. The method of claim 1, wherein the contact information further includes an address.

5. The method of claim 1, wherein the entry information includes comments.

6. The method 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 account information of the calling party that is the customer of the receiving party, and wherein the first interface is populated with the account information.

7. The method of claim 6, wherein the account information includes an identifier of an account of the customer.

8. The method of claim 6, wherein the account information includes a type of the customer.

9. The method of claim 6, wherein the account information includes historical data.

10. The method of claim 6, wherein the account information includes billing information and balance due.

11. The method of claim 6, wherein the account information includes work item status.

12. The method of claim 6, wherein the account information includes an owner of the account, an account number, a contact name, a status, a priority, a type, an account origin identifier, and a date and time.

13. The method of claim 6, wherein the search function of the second interface further allows a directory of accounts to be searched.

14. The method of claim 6, 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.

15. The method of claim 14, wherein the additional information includes a history of received calls.

16. The method of claim 14, wherein the additional information includes a history of sent calls.

17. The method of claim 14, wherein the additional information includes opportunities to initiate contact with potential customers.

18. The method of claim 14, wherein the additional information includes accounts illustrating pending tasks associated with customers.

19. A method, comprising:

detecting, by a computer processor at an on-demand database service, a first message associated with a first event relating to a call to a receiving party initiated by a calling party, wherein the first event is detected in connection with a device with a private branch exchange (PBX) system and the message includes a query for contact information that includes at least a name of the calling party, wherein the querying includes using an identifier of the calling party to retrieve the contact information, and wherein the calling party is a customer of the receiving party; and

in response to the message, populating a first interface with the contact information, utilizing the computer processor, where the first interface is a template that is 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 comprises;

first indicia representative of a reject action,

second indicia representative of a transfer action, and

third indicia representative of a hold action;

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

storing the entry information utilizing the on-demand database service;

transferring the entry information to the calling party during the call, wherein the entry information is transferred via the on-demand database service;

receiving, at the on-demand database service, a second message associated with a second event that terminates the call, wherein the second event is detected in connection with the device with the PBX system, and wherein the second message includes data relating to the call;

in response to the second message, storing the data relating to the call by the on-demand database service;

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

a search function for searching a directory of contacts, where the directory of contacts is stored by the on-demand database service,

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

pending tasks, where the pending tasks are stored by the on-demand database service.

20. A non-transitory 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, 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 including querying, utilizing an identifier of the calling party, the on-demand database service for contact information that includes at least a name of the calling party, wherein the querying includes using an identifier of the calling party to retrieve the contact information;

populating a first interface with the contact information, where the first interface is a template that is 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 comprises;

first indicia representative of a reject action,

second indicia representative of a transfer action, and

third indicia representative of a hold action;

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

storing the entry information utilizing the on-demand database service;

transferring the entry information to the calling party during the call, wherein the entry information is transferred via the on-demand database service;

detecting, in connection with the device with the PBX system, a second event that terminates the call;

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

storing the data relating to the call to the on-demand database service;

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

a search function for searching a directory of contacts, where the directory of contacts is stored by the on-demand database service,

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

pending tasks, where the pending tasks are stored by the on-demand database service.

21. 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, 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 including querying, utilizing an identifier of the calling party, the on-demand database service for contact information that includes at least a name of the calling party, wherein the querying includes using an identifier of the calling party to retrieve the contact information;

populating a first interface with the contact information, where the first interface is a template that is 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 comprises;

first indicia representative of a reject action,

second indicia representative of a transfer action, and

third indicia representative of a hold action;

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

storing the entry information utilizing the on-demand database service;

transferring the entry information to the calling party during the call, wherein the entry information is transferred via the on-demand database service;

detecting, in connection with the device with the PBX system, a second event that terminates the call;

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

storing the data relating to the call to the on-demand database service;

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

a search function for searching a directory of contacts, where the directory of contacts is stored by the on-demand database service,

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

pending tasks, where the pending tasks are stored by the on-demand database service.