| 主权项 |
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 receiving party is a customer of the calling party; and in response to the detection of the first event, causing communication with an on-demand database, wherein the communication includes querying, utilizing an identifier, the on-demand database for: contact information including at least a name of the calling party, account information including historical data associate with the calling party, and case information including a case owner, a case number, a case origin identifier, and a date and time, and additional information including at least opportunities to initiate contact with potential customers, various tasks associated with at least the calling party, and issues associated with at least the calling party; causing population of a first interface with the contact information, account information, and the additional 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: first indicia representative of a first action including a reject action, second indicia representative of a second action including a transfer action, and third indicia representative of a third action including a hold action; allowing receipt of entry information entered during the call by the receiving party; causing storage of the entry information utilizing the on-demand database; allowing transfer of the entry information via the on-demand database; 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, where the communication includes sending data relating to the call to the on-demand database; and causing storage of the data related to the call utilizing the on-demand database; wherein at least one second interface is further provided for at least the receiving party and includes: a search function for allowing a directory of contacts to be searched, where the directory of contacts is stored utilizing the on-demand database, and for allowing a directory of cases to be searched, wherein the cases illustrate tasks associated with different customers, a history of calls received and made by a particular user, where the history of calls are stored utilizing the on-demand database, and a click to dial feature that displays one or more phone number fields as clickable links.
|
