LIMITING CONTACT IN A NETWORKED CONTACT CENTER ENVIRONMENT

• US 20100054451A1
• Filed: 08/29/2008
• Published: 03/04/2010
• Est. Priority Date: 08/29/2008
• Status: Active Grant

• Current Assignee: 8X8, Inc.
• Original Assignee: Contactual, Inc. (8X8, Inc.)
• Inventors: Townsend, Robert
• Granted Patent: US 8,243,913 B2
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 15/80 Rating or billing plans; Tariff determination aspects
• CPC Class Codes: H04M 15/8027 based on network load situation
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

Claims

1. A method of limiting contact to a networked contact center that is hosting a plurality of tenants, the method comprising:

receiving a communication associated with a tenant of the plurality of tenants at the networked contact center;

examining a first contact rate value associated with the tenant responsive to receiving the communication, the first contact rate value representing a quantity of contact within a first time interval; and

determining whether the networked contact center is to accept the communication based on the first contact rate value.

2. The method of claim 1, wherein the receiving of the communication includes receiving at least one of a voice communication, a chat communication and an email communication.

3. The method of claim 1, wherein the examining of the first contact rate value includes examining a plurality of contact rate values associated with the communication, each of the contact rate values representing the quantity of contact within the first time interval, and

wherein the determining of whether the networked contact center is to accept the communication includes the determining being based on the plurality of contact rate values.

4. The method of claim 3, wherein the plurality of contact rate values include a specific number of calls allowed to be routed to one or more communication layers within the first time interval, wherein the one or more communication layers includes at least one of a dialed number identification service layer, a tenant layer, a platform layer, a cluster layer, a site layer and a carrier layer.

5. The method of claim 1, including:

determining that the networked contact center is to accept the communication;

accepting the communication, and based on the accepting of the communication;

decrementing the first contact rate value; and

incrementing the first contact rate value based on a second time interval.

6. The method of claim 5, wherein the accepting of the communication is based on the first contact rate value being greater than a specific value.

7. The method of claim 5, wherein the decrementing of the first contact rate value includes decrementing the first contact rate value by one unit.

8. The method of claim 5, wherein the incrementing of the first contact rate value includes incrementing the first contact rate value by a quantity that is based on a percentage of a maximum quantity of contact that the networked contact center may accept in a specific quantity of time.

9. The method of claim 5, wherein the first and second time interval include an equal number of seconds.

10. The method of claim 1, including:

determining that the networked contact center is to reject the communication; and

rejecting the communication, based on the determination.

11. The method of claim 10, wherein the rejecting of the communication includes transmitting a first session initiation protocol (SIP) message if the communication includes a phone number that is recognized and a second SIP message if the communication includes a phone number that is not recognized.

12. A networked contact center that hosts a plurality of tenants, the networked contact center comprising:

an interface to receiving a communication associated with a tenant of the plurality of tenants; and

a limiter that is communicatively coupled with a database to;

receive the communication via the interface;

responsive to receiving the communication, access the database to examine a first contact rate value associated with the tenant, the first contact rate value representing a quantity of contact within a first time interval; and

determine whether the networked contact center is to accept the communication based on the first contact rate value.

13. The networked contact center of claim 12, wherein the communication includes receiving at least one of a voice communication, a chat communication and an email communication.

14. The networked contact center of claim 12, wherein the limiter is to access the database to examine a plurality of contact rate values associated with the communication, each of the first contact rate values representing the quantity of contact within the first time interval;

and wherein the limiter is to determine whether the networked contact center is to accept the communication based on the plurality of contact rate values.

15. The networked contact center of claim 14, wherein the plurality of contact rate values include a specific number of calls allowed to be routed to one or more communication layers within the first time interval, wherein the one or more communication layers includes at least one of a dialed number identification service layer, a tenant layer, a platform layer, a cluster layer, a site layer and a carrier layer.

16. The networked contact center of claim 12, wherein the limiter is communicatively coupled with a decremeter and an incrementer, and wherein the limiter is to determine that the networked contact center is to accept the communication, and

wherein based on the acceptance of the communication the decrementer is to decrementing the first contact rate value, and the incrementer is to increment the first contact rate value based on a second time interval.

17. The networked contact center of claim 16, wherein the limiter is to accept the communication based on the first contact rate value being greater than a specific value.

18. The networked contact center of claim 16, wherein the decrementer is to decrement the first contact rate value by a value of one unit.

19. The networked contact center of claim 16, wherein the incrementer is to increment the first contact rate value by a number of units that is based on a percentage of a maximum contact value that the networked contact center may accept in a specific quantity of time.

20. The networked contact center of claim 16, wherein the first and second time interval include an equal number of seconds.

21. The networked contact center of claim 12, wherein the limiter is to:

determine that the networked contact center is to reject the communication; and

reject the communication, based on the determination.

22. The networked contact center of claim 21, wherein the limiter is to reject the communication based on generating a session initiation protocol message, wherein the SIP message depends on whether the communication includes a communication identification that is recognized.

23. A method comprising:

storing a first contact rate value in a first data structure and a second contact rate value in a second data structure;

designating the first contact rate value as being active for determining whether a networked contact center is to accept a communication, and the second contact rate value as being inactive for determining whether the networked contact center is to accept the communication;

replacing the second contact rate value with a third contact rate value; and

designating the third contact rate value as being active for determining whether the networked contact center is to accept the communication, and the first contact rate value as being inactive for determining whether the networked contact center is to accept the communication,

wherein the first, second and third contact rate values each representing a quantity of contact within a first interval of time.

24. The method of claim 23, further comprising:

receiving a command to replace the first interval of time with a second interval of time; and

replacing the first interval of time with the second interval of time.

25. A system comprising:

a first database to store a first contact rate value in a first data structure and a second contact rate value in a second data structure;

a limiter communicatively coupled with the first database and a second database to store a third contact rate value in a third data structure, the limiter to;

designate the first contact rate value as being active for determining whether a networked contact center is to accept a communication, and the second contact rate value as being inactive for determining whether the networked contact center is to accept the communication;

replace the second contact rate value with the third contact rate value; and

designate the third contact rate value as being active for determining whether the networked contact center is to accept the communication, and the first contact rate value as being inactive for determining whether the networked contact center is to accept the communication,

wherein the first, second and third contact rate values each represent an quantity of contact within a first interval of time.

26. The system of claim 25, further comprising:

receiving a command to replace the first interval of time with a second interval of time; and

replacing the first interval of time with the second interval of time.

27. A method comprising:

in a networked contact center;

monitoring events associated with a network communication, the events occurring on a platform that is associated with a plurality of tenants;

determining that a first contact policy has been violated based on the monitoring of the events, and based on determining that the first contact policy has been violated;

generating a second contact parameter of a second contact policy; and

replacing a first contact parameter with the second contact parameter.

28. The method of claim 27, wherein the replacing of the first contact parameter with the second contact parameter includes replacing a first call rate with a second call rate in a database.

29. The method of claim 27, wherein the first contact parameter is one of a plurality of contact parameters stored in a first database and the second contact parameter is one of a further plurality of contact parameters stored in a second database, and the replacing of the first contact parameter includes replacing the plurality of contact parameters with the further plurality of contact parameters.

30. The method of claim 29, wherein the contact parameter is a call rate that defines a quantity of calls that the networked contact center may accept in a specific quantity of time.

31. A system comprising:

a contact regulation module communicatively coupled with a database; and

an event monitor to monitor communication events on one or more platform machines that are associated with a plurality of tenants, the contact regulation module to;

subscribe to the event monitor for notification of specific communication events;

determine that the specific communication events do not conform to a first contact policy; and

based on determining that the specific communication events do not conform to the first contact policy;

generate a second contact parameter of a second contact policy and write the second contact parameter to the database.

32. The system of claim 31, wherein based on determining that the specific communication events do not conform to the first contact policy, the contact regulation module is further to:

transmit a command to replace a first contact parameter in a further database with the second contact parameter.

33. The system of claim 31, wherein the contact regulation module is to transmit the command to replace a first call rate with a second call rate in the further database.

34. The system of claim 31, wherein the first contact parameter is one of a plurality of contact parameters stored in the further database and the second contact parameter is one of a further plurality of contact parameters stored in the database, and wherein the contact regulation module is to transmit the command to replace the plurality of contact parameters with the further plurality of contact parameters.

35. The system of claim 34, wherein the first contact parameter is a call rate that defines a quantity of calls that the networked contact center may accept in a specific quantity of time.

36. A machine-readable medium containing instructions that when executed by a processing system, cause the processing system to perform a method of limiting contact to a networked contact center that is hosting a plurality of tenants, the method comprising:

receiving a communication associated with a tenant of the plurality of tenants at the networked contact center;

examining a first contact rate value associated with the tenant responsive to receiving the communication, the first contact rate value representing a quantity of contact within a first time interval; and

determining whether the networked contact center is to accept the communication based on the first contact rate value.

37. A machine-readable medium containing instructions that when executed by a processing system, cause the processing system to perform a method comprising:

storing a first contact rate value in a first data structure and a second contact rate value in a second data structure;

designating the first contact rate value as being active for determining whether a networked contact center is to accept a communication, and the second contact rate value as being inactive for determining whether the networked contact center is to accept the communication;

replacing the second contact rate value with a third contact rate value; and

designating the third contact rate value as being active for determining whether the networked contact center is to accept the communication, and the first contact rate value as being inactive for determining whether the networked contact center is to accept the communication,

wherein the first, second and third contact rate values each representing a quantity of contact within a first interval of time.

38. A machine-readable medium containing instructions that when executed by a processing system, cause the processing system to perform a method comprising:

in a networked contact center;

monitoring events associated with a network communication, the events occurring on a platform that is associated with a plurality of tenants;

determining that a first contact policy has been violated based on the monitoring of the events;

receiving an initiation of a communication based on a second contact policy not being violated; and

rejecting the initiation of the communication, based on determining that the first contact policy has been violated.