Bridging a third party onto a contact center communication
View Patent ↗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.
1. A method for bridging a third party onto a telephone call between a first party and a second party comprising:
receiving an indication to bridge the third party onto the telephone call between the first party and the second party;
providing a listing of scripts on a workstation being used by the first party in response to receiving the indication;
receiving a selection of a script from the workstation;
providing a script body associated with the selection of the script on the workstation in response to receiving the selection of the script, wherein the script body can be edited by the first party;
receiving an indication to send the third party a text message; and
in response to receiving the indication to send the third party the text message:
reading the script body from the workstation;
linking a contact telephone number with the telephone call;
sending a text message comprising the script body and the contact telephone number to a mobile device used by the third party;
receiving an inbound telephone call from the third party;
determining the inbound telephone call was directed to the contact telephone number linked with the telephone call; and
in response to determining the inbound telephone call was directed to the contact telephone number linked to the telephone call, bridging the inbound telephone call onto the telephone call so that the third party can converse with the first party and the second party.
2. The method of claim 1 , wherein the contact telephone number is embedded in the text message so that the third party can select the contact telephone number from the text message to initiate the inbound telephone call.
3. The method of claim 1 , wherein the text message requests the third party to place the inbound telephone call to the contact telephone number to be bridged onto the telephone call.
4. The method of claim 1 , wherein the step of determining the inbound telephone call was directed to the contact telephone number is based on a dialed number identification service.
5. The method of claim 1 further comprising announcing on the telephone call to at least one of the first party and the second party that the third party has joined the telephone call.
6. The method of claim 1 further comprising, prior to bridging the inbound telephone call onto the telephone call:
routing the inbound telephone call to an interactive voice response system; and
providing an announcement to the third party by the interactive voice response system indicating the inbound telephone call is being bridged onto the telephone call.
7. The method of claim 1 further comprising, prior to bridging the inbound telephone call onto the telephone call, requesting at least one of the first party and the second party to acknowledge the inbound telephone call is to be bridged onto the telephone call, wherein the step of bridging the inbound telephone call onto the telephone call is carried out in response to at least one of the first party and the second party indicating the inbound telephone call should be bridged onto the telephone call.
8. A non-transitory, computer-readable medium comprising computer-executable instructions for bridging a third party onto a telephone call between a first party and a second party, that when executed, cause at least one computer processor to:
receive an indication to bridge the third party onto the telephone call between the first party and the second party;
provide a listing of scripts on a workstation being used by the first party in response to receiving the indication;
receive a selection of a script from the workstation;
provide a script body associated with the selection of the script on the workstation in response to receiving the selection of the script, wherein the script body can be edited by the first party;
receive an indication to send the third party a text message; and
in response to receiving the indication to send the third party the text message:
read the script body from the workstation;
link a contact telephone number with the telephone call;
have a text message comprising the script body and the contact telephone number sent to a mobile device used by the third party;
upon receiving an inbound telephone call from the third party, determine the inbound telephone call was directed to the contact telephone number linked with the telephone call; and
in response to determining the inbound telephone call was directed to the contact telephone number linked to the telephone call, have the inbound telephone call bridged onto the telephone call so that the third party can converse with the first party and the second party.
9. The non-transitory, computer-readable medium of claim 8 , wherein the contact telephone number is embedded in the text message so that the third party can select the contact telephone number from the text message to initiate the inbound telephone call.
10. The non-transitory, computer-readable medium of claim 8 , wherein the text message requests the third party to place the inbound telephone call to the contact telephone number to be bridged onto the telephone call.
11. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions cause the at least one computer processor to determine the inbound telephone call was directed to the contact telephone number based on dialed number identification service.
12. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions cause the at least one computer processor to have an announcement provided on the telephone call to at least one of the first party and the second party that the third party has joined the telephone call.
13. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions cause the at least one computer processor to, prior to having the inbound telephone call bridged onto the telephone call, have the inbound telephone call routed to an interactive voice response system so that the interactive voice response system can provide an announcement to the third party indicating the inbound telephone call is being bridged onto the telephone call.
14. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions cause the at least one computer processor to, prior to having the inbound telephone call bridged onto the telephone call, request at least one of the first party and the second party to acknowledge the inbound telephone call is to be bridged onto the telephone call, wherein the bridging of inbound telephone call onto the telephone call is carried out in response to at least one of the first party and the second party indicating the inbound telephone call should be bridged onto the telephone call.
15. A system for bridging a third party onto a telephone call between a first party and a second party comprising:
at least one computer processor configured to:
receive an indication to bridge the third party onto the telephone call between the first party and the second party;
provide a listing of scripts on a workstation being used by the first party in response to receiving the indication;
receive a selection of a script from the workstation;
provide a script body associated with the selection of the script on the workstation in response to receiving the selection of the script, wherein the script body can be edited by the first party;
receive an indication to send the third party a text message; and
in response to receiving the indication to send the third party the text message:
read the script body from the workstation;
link a contact telephone number with the telephone call;
have a text message comprising the script body and the contact telephone number sent to a mobile device used by the third party;
upon receiving an inbound telephone call from the third party, determine the inbound telephone call was directed to the contact telephone number linked with the telephone call; and
in response to determining the inbound telephone call was directed to the contact telephone number linked to the telephone call, have the inbound telephone call bridged onto the telephone call so that the third party can converse with the first party and the second party.
16. The system of claim 15 , wherein the contact telephone number is embedded in the text message so that the third party can select the contact telephone number from the text message to initiate the inbound telephone call.
17. The system of claim 15 , wherein the text message requests the third party to place the inbound telephone call to the contact telephone number to be bridged onto the telephone call.
18. The system of claim 15 , wherein the at least one computer processor is configured to determine the inbound telephone call was directed to the contact telephone number based on dialed number identification service.
19. The system of claim 15 , wherein the at least one computer processor is configured to have an announcement provided on the telephone call to at least one of the first party and the second party that the third party has joined the telephone call.
20. The system of claim 15 , wherein the at least one computer processor is configured to, prior to having the inbound telephone call bridged onto the telephone call, have the inbound telephone call routed to an interactive voice response system so that the interactive voice response system can provide an announcement to the third party indicating the inbound telephone call is being bridged onto the telephone call.
21. The system of claim 15 , wherein the at least one computer processor is configured to, prior to bridging the inbound telephone call onto the telephone call, request at least one of the first party and the second party to acknowledge the inbound telephone call is to be bridged onto the telephone call, wherein the bridging of the inbound telephone call onto the telephone call is carried out in response to at least one of the first party and the second party indicating the inbound telephone call should be bridged onto the telephone call.