# US 8,751,402 B2 · Method and system for integrating a PBX-equipped client and an on-demand database service > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 8,751,402 B2 - Document ID: US8751402B2 - Status: Granted - Kind: B2 - Application number: 13/292,031 - Filed: 2011-11-08 - Published: 2012-03-01 - Granted: 2014-06-10 - Earliest claimed: 2006-10-02 - Assignees: salesforce.com, inc. - Applicants: Marco S. Casalaina; Jim Dvorkin; Jason Winters; Bing Yang; Dararith Ourk; Rupert Chen - Inventors: Marco S. Casalaina; Jim Dvorkin; Jason Winters; Bing Yang; Dararith Ourk; Rupert Chen - Web page: https://patentgrep.com/patent/US8751402B2 ## CPC - H04M 3/42127: {Systems providing several special services or facilities from groups H04M3/42008 - H04M3/58} - H04M 1/575: {Means for retrieving and displaying personal data about calling party} - H04M 3/42042: {Notifying the called party of information on the calling party (details within substation equipment H04M1/57, signalling details H04Q3/72)} - H04M 3/42314: {in private branch exchanges} - H04M 3/42323: {PBX's with CTI arrangements} - H04M 7/009: {in systems involving PBX or KTS networks} - H04M 11/085: {using a television receiver, e.g. viewdata system} - G06Q 2220/12: Usage or charge determination - H04M 1/56: Arrangements for indicating or recording the called number at the calling subscriber's set - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract 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. ## Claims ### Claim 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 by a processor to implement a method, the 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 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. ### Claim 2 (depends on 1) The computer program product of claim 1, wherein the detecting of the event occurs at the device. ### Claim 3 (depends on 1) The computer program product of claim 1, wherein the detecting of the event occurs at the on-demand database service. ### Claim 4 (depends on 1) 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. ### Claim 5 (depends on 1) 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. ### Claim 6 (depends on 1) 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. ### Claim 7 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. ### Claim 8 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. ### Claim 9 (depends on 8) The apparatus of claim 8, wherein the detecting of the event occurs at the device.