Various embodiments of the invention provide methods, systems, and computer program products for bridging a third party onto a communication such as a telephone call or Web chat that is being conducted between a first party and a second party. Specifically, a contact, such as a telephone number or webpage address, is linked with the communication being conducted between the first and second parties and a text message is sent to the third party that includes the contact. For instance, in particular embodiments, this contact may be embedded in the text message so that the third party can simply select the contact from the text message to initiate being bridged onto the communication. Accordingly, the third party makes use of the contact to be bridged onto the communication so that the third party can converse with the first party and the second party.

An inbound controlled-environment facility resident call server may route a non-resident inbound call to a controlled-environment facility resident media and/or communications device. The called resident device may confirm that the non-resident is associated with an Address Identifier (AID) of that resident device. The resident device may also receive data for verifying authentication of the resident operating the device, verify authentication of the resident operating the device, and verify that the resident operating the device is associated with the AID. The inbound resident call server, or the called resident device itself, may connect the inbound call to the called resident device in response to the device authenticating the non-resident is associated with the AID, verifying authentication of the resident operating the device, and verifying that the resident operating the device is associated with the AID.

A group call is setup between one originating device (A) and at least two terminating devices (B, C), which each has access to a public land mobile network (131, 132, 133) and a mobile data net-work (121, 122, 123). The originating and terminating devices (A, B, C) include a respective software-implemented call handling tool (SWA, SWB, SWC) configured to assist a user in placing and receiving group calls. Bridge nodes (141, 142, 143) are connected to the mobile data network (121, 122, 123), the public land mobile network (131, 132, 133) and a server node (110), which, in turn, also is connected to the mobile data network (121, 122, 123). In response to a call-setup command from a user of the originating device (A), the software-implemented call handling tool (SWA), on one hand, sends a call-setup request (1) to the server node (110); and on the other hand, makes a first call (2) to a first bridge node (141) over the public land mobile network (131) using a first telephone number (#1) stored in the originating device (A). The call-setup request (1) indicates an identity of the terminating devices (B, C). Based on the call-setup request (1) and the first call (2), the server node (110) sets up a call between the originating and terminating devices (A, B, C) over a conference bridge (146) in the first bridge node (141), plus possibly other bridge nodes (147, 148) depending on where the devices (A, B, C) are located relative to one another.

A method for establishing communication between a first communication device (110) of a first communication network (180) and a second communication device (120a, 120b) of a second communication network (160) is disclosed. In one embodiment, a service provider (130) receives a message indicative of an intention of the first device to call the second device. A communication provider (140) in communication with the service provider establishes a communication channel with the second device via the second network based on the message received at the service provider and connects the communication channel established between the communication provider and the second device with another communication channel established in response to an incoming call from the first device to the communication provider via the first network. The establishment of the communication channel between the communication provider and the second device is initiated before establishment of the other communication channel is completed.

According to one example, a method includes providing an interactive call menu creation service to a client device. The method further includes receiving a first dataset from the client device of an entity via the interactive call menu creation service, the first dataset including a call structure that defines a plurality of communication destinations and destination addresses for the communication destinations. The method further includes, in response to receiving the first dataset, generating a second dataset, the second dataset comprising code for embedding in a webpage to provide an interactive call menu for establishing communication to the plurality of communication destinations. The method further includes sending the second dataset to the client device in response to receiving the first dataset.

Various embodiments of the invention provide methods, systems, and computer program products for bridging a third party onto a communication such as a telephone call or Web chat that is being conducted between a first party and a second party. Specifically, a contact, such as a telephone number or webpage address, is linked with the communication being conducted between the first and second parties and a text message is sent to the third party that includes the contact. For instance, in particular embodiments, this contact may be embedded in the text message so that the third party can simply select the contact from the text message to initiate being bridged onto the communication. Accordingly, the third party makes use of the contact to be bridged onto the communication so that the third party can converse with the first party and the second party.

The present disclosure is directed to syncing data related to voice calls via dynamically assigned virtual phone numbers. A system receives a voice call entry from a content provider. The system access a lot data structure to parse the log data structure. The system matches a device identifier of the voice call entry with a device identifier of the log entry. The system determines that a predetermined threshold is satisfied by a time or duration of the log entry. The system retrieves a virtual phone number from the log entry. The system performs a lookup to determine a content item impression identifier. The system stores data provided via the voice call entry.

A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.

A server receives a request from a user device of a user to contact an agent. In response to the request, a list of agents are identified by matching a user profile of the user with agent profiles of the agents. A workflow is generated based on the identified agents using a workflow template, the workflow including multiple workflow stages. A first communication session is established between the user device and a first agent device of a first agent associated with a first workflow stage. It is determined whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session. In response to determining that the first criteria has been satisfied, a second communication session is established between the user device and a second agent device of a second agent associated with a second workflow stage.

Disclosed implementations include a sequence of logic in a call center system to facilitate warm transfer operations, including when the warm transfer is to a party that is not part of, or integrated with, the call center. Disclosed implementations utilize a connection module to capture and parse connection information, such as a phone number, in a web page or other display on an agent's terminal. The connection information is replaced with a link that can be recognized by the call center and visually recognized by the agent. This provides the agent with a click-to-call function that can be used to achieve connection to a third-party expert or associated web page. The connection module ascertains the agent's status in the call center system, and connection logic is applied, based on the status, to execute an appropriate connection strategy in response to selection of the click-to-call operation by the agent.