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

• US 9,467,564 B2
• Filed: 04/18/2014
• Issued: 10/11/2016
• 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): ZENATI, AMAL S
• Application Number:
  US14/256,778
• Publication Number:
  US 20140226808A1
• Time in Patent Office: 907 Days
• Field of Search: 379/265.09
• US Class Current: 1/1
• 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 system for a desktop computer, comprising:

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

a second module serving a communication application configurable to receive message status information from a message adapter and forward said message status information to said embedded component, wherein said second module is configurable 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 system of claim 1, wherein said embedded component is configured as a pop-up window.

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

4. The system of claim 3, wherein said web application includes an iFrame for supporting said embedded component, and said browser connector is configurable to communicate with said iFrame.

5. The system of claim 4, wherein said browser connector is configurable to pass call status information to said embedded component using said iFrame.

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

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

8. The system of claim 4 wherein, upon receipt of an incoming customer service message:

said adapter is configurable to pass an incoming message to said browser connector;

said browser connector is configurable to update said iFrame to reflect said incoming message; and

said iFrame is configurable to update said embedded component to reflect said incoming message.

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

a message adapter;

a browser connector configured to exchange 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.

15. A method of partially refreshing a user interface associated with an application running on a desktop computer, the method comprising:

serving, from a network cloud, a web-based application configurable to present a browser window having an embedded component to a user on a computer monitor, wherein the web-based application is configurable to operate in a first domain;

serving, from said desktop computer, a communication application configurable to exchange message information with a message adapter, wherein the communication application is configurable to operate in a second domain; and

passing the message information from said message adapter to said embedded component using an embedded iFrame, wherein the passing of the message information between the first domain and the second domain is local to said desktop computer.

16. The method of claim 15 further comprising refreshing said iFrame upon a change of said message information.