Method and system for integrating a PBX-equipped client and an on-demand database service

A method, comprising:

• providing a user interface to a first party, the user interface retrieved from an on-demand database service 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;
• receiving, from a device with a private branch exchange (PBX) system at the on-demand database service, information received in association with an event relating to a call incoming to a computer telephony integration system of the first party, the event detected in connection with the device with the PBX system;
• and
• sending by a processor of the on-demand database service a response to the receipt of the information, 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 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;
• providing the updated user interface to the first party for which the call is incoming;
• through the updated user interface, allowing receipt of entry information input during the call by the first party;
• and
• transferring the entry information to the calling party during the call, wherein the entry information is transferred to the second party via the on-demand database service.

An apparatus, comprising:

• a processor for executing computer readable program code embodied on a non-transitory computer usable medium to perform a method, the comprising:
• providing a user interface to a first party, the user interface retrieved from an on-demand database service 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;
• receiving, from a device with a private branch exchange (PBX) system at the on-demand database service, information received in association with an event relating to a call incoming to a computer telephony integration system of the first party, the event-detected in connection with the device with the PBX system;
• and
• sending by the on-demand database service a response to the receipt of the information, 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 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;
• providing the updated user interface to the first party for which the call is incoming;
• through the updated user interface, allowing receipt of entry information input during the call by the first party;
• and
• transferring the entry information to the calling party during the call, wherein the entry information is transferred to the second party via the on-demand database service.