Patent ID: 8732088
Filing Date: 2014-05-20
Classification: G06Q,H04M

Abstract:
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: 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, wherein the communication includes querying, utilizing an identifier that includes at least a phone number of the calling party, the on-demand database service for both: contact information including at least a name of the calling party, and account information of the calling party that includes at least historical data, a priority, a case number, a case owner, a date and time, a contact name, a status, a type, and a case origin identifier; causing population of a first interface with the contact information and the account information, where the first interface is a template for the receiving party and is 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, and wherein the first interface further includes: allowing receipt of entry information entered during the call by the receiving party; causing storage of the entry information utilizing the on-demand database service; allowing transfer of the entry information via the on-demand database service; detecting, in connection with the device with the PBX system, a second event relating to a termination of the call; in response to the detection of the second event, causing communication with the on-demand database service, where the communication includes sending data relating to the call to the on-demand database service; and causing storage of the data related to the call utilizing the on-demand database service; wherein a second interface is further provided for at least the receiving party and includes: