Methods and apparatus for interfacing with a phone system in an on-demand service environment

Patent metadata

Field	Value
Publication number	US-10958535-B2
Application number	US-201916722305-A
Country	US
Kind code	B2
Filing date	Dec 20, 2019
Priority date	May 7, 2010
Publication date	Mar 23, 2021
Grant date	Mar 23, 2021

Abstract

Disclosed are systems, apparatus, methods, and computer readable media for interfacing with a phone system in an on-demand service environment. In one embodiment, a client machine is in communication with a data provider and the phone system. The phone system is operated by a phone provider separate from the data provider. A message is received at the client machine from the phone system. The message includes information regarding a phone event in relation to a phone call. The phone event information is provided in a first part of a user interface in a web browser on the client machine. A second part of the user interface is capable of displaying information received at the client machine from the data provider. The first part of the user interface and the second part of the user interface are adapted to communicate with one another. For example, the first part of the user interface is adapted to send a message including the phone event information to the second part of the user interface.

First claim

What is claimed is:

1. A non-transitory computer-readable medium for using application programming interfaces (APIs) to enable computer telephony integration (CTI), the non-transitory computer-readable medium storing computer-readable program code capable of being executed by one or more processors, the program code comprising instructions configurable to cause:
providing a first part and a second part of a user interface (UI) on a display device, the first part of the UI configured to provide interaction with media, the second part of the UI configured to provide engagement with one or more cloud services;
providing one or more APIs to allow communication between the first part of the UI and the second part of the UI;
exchanging between the first part of the UI and the second part of the UI, using the one or more APIs, items in response to inbound and/or outbound interaction requests, the items comprising configuration information, events, and data; and
presenting in the UI, based on the exchange of items using the one or more APIs, one or more pages configurable to provide performance of one or more of: creating an account, creating a contact, creating a lead, or creating an opportunity.

2. The non-transitory computer-readable medium of claim 1 , wherein an interaction request is performed using an event listener registered to listen for one or more triggered events.

3. The non-transitory computer-readable medium of claim 1 , wherein an interaction request is performed using a method with a callback function parameter.

4. The non-transitory computer-readable medium of claim 1 , further comprising:
providing a listener for a data update in the second part of the UI configured to provide the engagement with the one or more cloud services.

5. The non-transitory computer-readable medium of claim 4 , wherein the listener is configured to facilitate sending notifications about updates of contact information.

6. The non-transitory computer-readable medium of claim 4 , wherein the listener is configured to facilitate notifying the first part of the UI that actions have been completed.

7. The non-transitory computer-readable medium of claim 1 , wherein:
the first part of the UI is associated with a phone system having a first network domain, and
the second part of the UI is associated with a data system having a second network domain.

8. The non-transitory computer-readable medium of claim 1 , wherein the UI is implemented as a web browser.

9. An apparatus comprising:
a display; and
a processor configurable to cause:
providing a first part and a second part of a user interface (UI) on a display device, the first part of the UI configured to provide interaction with media, the second part of the UI configured to provide engagement with one or more cloud services,
providing one or more application programming interfaces (APIs) to allow communication between the first part of the UI and the second part of the UI,
exchanging between the first part of the UI and the second part of the UI, using the one or more APIs, items in response to inbound and/or outbound interaction requests, the items comprising configuration information, events, and data, and
presenting in the UI, based on the exchange of items using the one or more APIs, one or more pages configurable to provide performance of one or more of: creating an account, creating a contact, creating a lead, or creating an opportunity.

10. The apparatus of claim 9 , wherein an interaction request is performed using an event listener registered to listen for one or more triggered events.

11. The apparatus of claim 9 , wherein an interaction request is performed using a method with a callback function parameter.

12. The apparatus of claim 9 , the processor further configurable to cause:
providing a listener for a data update in the second part of the UI configured to provide the engagement with the one or more cloud services.

13. The apparatus of claim 12 , wherein the listener is configured to facilitate sending notifications about updates of contact information.

14. The apparatus of claim 12 , wherein the listener is configured to facilitate notifying the first part of the UI that actions have been completed.

15. The apparatus of claim 9 , wherein:
the first part of the UI is associated with a phone system having a first network domain, and
the second part of the UI is associated with a data system having a second network domain.

16. A method comprising:
providing a first part and a second part of a user interface (UI) on a display device, the first part of the UI configured to provide interaction with media, the second part of the UI configured to provide engagement with one or more cloud services;
providing one or more application programming interfaces (APIs) to allow communication between the first part of the UI and the second part of the UI;
exchanging between the first part of the UI and the second part of the UI, using the one or more APIs, items in response to inbound and/or outbound interaction requests, the items comprising configuration information, events, and data; and
presenting in the UI, based on the exchange of items using the one or more APIs, one or more pages configurable to provide performance of one or more of: creating an account, creating a contact, creating a lead, or creating an opportunity.

17. The method of claim 16 , wherein an interaction request is performed using an event listener registered to listen for one or more triggered events.

18. The method of claim 16 , further comprising:
providing a listener for a data update in the second part of the UI configured to provide the engagement with the one or more cloud services.

19. The method of claim 18 , wherein the listener is configured to facilitate sending notifications about updates of contact information.

20. The method of claim 18 , wherein the listener is configured to facilitate notifying the first part of the UI that actions have been completed.

Assignees

• Salesforce Com Inc

Inventors

• Casalaina Marco S
• Vasudev Gautam
• Kaw Rahul
• Wang Rachel
• Ellis Jason Aaron

Classifications

• H04L41/22 Primary

  comprising specially adapted graphical user interfaces [GUI] · CPC title

• H04L67/2895

  Intermediate processing functionally located close to the data provider application, e.g. reverse proxies · CPC title

• H04L67/1017

  based on a round robin mechanism · CPC title

• H04L67/1008

  based on parameters of servers, e.g. available memory or workload (monitoring of computer activity G06F11/30) · CPC title

• H04M7/0057 Primary

  Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network · CPC title