Method and system for integrating a PBX-equipped client and an on-demand database service
View Patent ↗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.
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:
providing a user interface to a first party, the user interface retrieved from an on-demand database 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;
detecting, by a device with a private branch exchange (PBX) system, an event relating to a call incoming to a computer telephony integration system of the first party; and
causing communication with an on-demand database service by the computer equipped with the PBX, in response to the detection of the event;
sending information received in association with the event to the on-demand database service;
receiving a response to the communication from the on-demand database service, 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 received from the on-demand database service 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; and
providing the updated user interface to the first party for which the call is incoming.
2. The computer program product of claim 1 , wherein the on-demand database service includes an application platform that allows applications of the on-demand database service to run.
3. The computer program product of claim 1 , wherein the on-demand database service includes an application platform that enables managing and executing of one or more applications developed by a provider of the on-demand database service.
4. The computer program product of claim 1 , wherein the on-demand database service includes a multi-tenant database system having hardware and software that is shared by a plurality of users.
5. The computer program product of claim 1 , wherein the identification information of the second party that initiated the call is a name of the second party.
6. The computer program product of claim 1 , wherein the additional information with which the user interface is updated further includes an action to hold the call, an action to transfer the call, and an action to initiate a conference for the call.
7. The computer program product of claim 1 , wherein the user interface is provided to the first party via a network browser of the first party.
8. The computer program product of claim 1 , further comprising communicating to the on-demand database service data received from at least one of the first party and the second party in conjunction with the call, and storing the data in a database of the on-demand database service.
9. A method, comprising:
providing a user interface to a first party, the user interface retrieved from an on-demand database 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;
detecting, by a device with a private branch exchange (PBX) system, an event relating to a call incoming to a computer telephony integration system of the first party; and
causing communication with an on-demand database service by the computer equipped with the PBX, in response to the detection of the event;
sending information received in association with the event to the on-demand database service;
receiving a response to the communication from the on-demand database service, 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 received from the on-demand database service 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; and
providing the updated user interface to the first party for which the call is incoming.
10. An apparatus, comprising:
a processor for:
providing a user interface to a first party, the user interface retrieved from an on-demand database 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;
detecting, by a device with a private branch exchange (PBX) system, an event relating to a call incoming to a computer telephony integration system of the first party; and
causing communication with an on-demand database service by the computer equipped with the PBX, in response to the detection of the event;
sending information received in association with the event to the on-demand database service;
receiving a response to the communication from the on-demand database service, 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 received from the on-demand database service 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; and
providing the updated user interface to the first party for which the call is incoming.