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

1. A computer telephony integration (CTI) application for managing customer service calls on a desktop computer, comprising:

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

a second module serving a telephony application configured to receive call status information from a CTI adapter and forward said call status information to said softphone, wherein said second module is configured 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 CTI application of claim 1 , wherein said softphone is configured as a pop-up window.

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

4. The CTI application of claim 3 , wherein said web application includes an iFrame for supporting said softphone, and said browser connector is configured to communicate with said iFrame.

5. The CTI application of claim 4 , wherein said browser connector is configured to pass call status information to said softpohne using said iFrame.

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

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

8. The CTI application of claim 4 wherein, upon receipt of an incoming customer service call:

said adapter is configured to pass an incoming call message to said browser connector;

said browser connector is configured to update said iFrame to reflect said incoming call; and

said iFrame is configured to update said softphone to reflect said incoming call.

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

a computer telephony integration (CTI) adapter;

a browser connector configured to exchange call 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.