Dynamic load balancing for enterprise IP traffic
First Claim
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1. A method for performing name resolution in a packet switched network, comprising:
- providing a set of first addresses in an enterprise network corresponding to a second address, wherein a first order of at least one of the first addresses in the set of first addresses is indicative of relative desirability of contacting each of the at least some of first addresses and wherein the set of first addresses are in the first order;
receiving activity-related information associated with at least one of the first addresses;
based on the received activity-related information, reordering the set of first addresses to be in a second order different from the first order;
receiving a resolution query for the second address, the resolution query being associated with a contact directed to a host name, wherein the second address identifies a host that is associated with the host name, wherein the host name is associated with a contact center, wherein the contact center comprises;
(a) a plurality of servicing agents operating a plurality of communication devices to service customer contacts; and
(b) a plurality of switches or servers, each switch or server having a corresponding address in the set of first addresses, and wherein the received activity-related information comprises at least one of the following parameters associated with each of the at least some of the first addresses;
a wait time for a servicing agent to service the contact, wherein the wait time is at least one of estimated wait time to service the contact and actual wait time to service existing enqueued contacts;
a length of a contact queue;
a servicing agent staffing level; and
an available servicing agent skill level;
providing a most desirable address in the set of first addresses in the second order in response to the resolution query; and
directing the customer contacts, by the plurality of switches or servers, to a selected one of the plurality of the communication devices.
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Abstract
A method for effecting load balancing in a packet-switched network is provided. In one embodiment, the method includes the steps of:
- (a) providing a set of Internet Protocol (IP) addresses corresponding to a Universal Resource Locator (URL), wherein the ordering of the IP addresses in the set of IP addresses is indicative of a corresponding desirability of contacting each of the IP addresses and wherein the set of IP addresses are in a first order;
- (b) receiving activity-related information associated with at least one of the IP addresses; and
- (c) reordering the set of IP addresses to be in a second order different from the first order.
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Citations
35 Claims
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1. A method for performing name resolution in a packet switched network, comprising:
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providing a set of first addresses in an enterprise network corresponding to a second address, wherein a first order of at least one of the first addresses in the set of first addresses is indicative of relative desirability of contacting each of the at least some of first addresses and wherein the set of first addresses are in the first order; receiving activity-related information associated with at least one of the first addresses; based on the received activity-related information, reordering the set of first addresses to be in a second order different from the first order; receiving a resolution query for the second address, the resolution query being associated with a contact directed to a host name, wherein the second address identifies a host that is associated with the host name, wherein the host name is associated with a contact center, wherein the contact center comprises;
(a) a plurality of servicing agents operating a plurality of communication devices to service customer contacts; and
(b) a plurality of switches or servers, each switch or server having a corresponding address in the set of first addresses, and wherein the received activity-related information comprises at least one of the following parameters associated with each of the at least some of the first addresses;a wait time for a servicing agent to service the contact, wherein the wait time is at least one of estimated wait time to service the contact and actual wait time to service existing enqueued contacts; a length of a contact queue; a servicing agent staffing level; and an available servicing agent skill level; providing a most desirable address in the set of first addresses in the second order in response to the resolution query; and directing the customer contacts, by the plurality of switches or servers, to a selected one of the plurality of the communication devices. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method for effecting load balancing in a packet-switched network, comprising:
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providing a set of Internet Protocol (IP) addresses corresponding to a Universal Resource Locator (URL), wherein a first order of the IP addresses in the set of IP addresses is indicative of a corresponding desirability of contacting each of the IP addresses, wherein the set of IP addresses are in the first order, and wherein the URL is associated with a contact directed to a contact center, whereby the contact center comprises;
(a) a plurality of servicing agents operating a plurality of communication devices to service customer contacts; and
(b) a plurality of switches or servers, each contact director switch or server having a corresponding address in the set of IP addresses;receiving activity-related information associated with at least one of the IP addresses, wherein the received activity-related information comprises at least one of the following parameters associated with each of the IP addresses; a wait time for a servicing agent to service the contact, wherein the wait time is at least one of estimated wait time to service the contact and actual wait time to service existing enqueued contacts; a length of a contact queue; a servicing agent staffing level; and an available servicing agent skill level; based at least in part on the received activity-related information, reordering the set of IP addresses to be in a second order different from the first order; receiving a resolution query for the URL in association with the contact directed to the contact center; providing a most desirable address in the set of IP addresses in the second order in response to the resolution query; and directing the customer contacts by the plurality of switches or servers, to a selected one of the IP addresses. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A system of effecting traffic shaping in a packet-switched network, comprising:
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(a) an enterprise network comprising of a plurality of nodes corresponding to a set of first addresses, wherein the set of first addresses are associated with a second address, wherein a first order of the first addresses in the set of first addresses is indicative of a relative desirability of contacting each of the first addresses, and wherein the set of first addresses are in the first order; and (b) an activity assessment agent operable to; (i) receive activity-related information associated with at least one of the first addresses; (ii) based at least in part on the received activity-related information, reorder the set of first addresses to be in a second order different from the first order; (iii) receive a resolution query for the second address, the resolution query being associated with a contact directed to a host name, wherein the second address is the host name, wherein the host name is associated with a contact center, wherein the contact center comprises;
(A) a plurality of servicing agents operating a plurality of communication devices to service customer contacts; and
(B) a plurality of switches or servers, each switch or server having a corresponding address in the set of first addresses, and wherein the received activity-related information comprises at least one of the following parameters associated with each of the at least some of the first addresses;a wait time for a servicing agent to service the contact, wherein the wait time is at least one of estimated wait time to service the contact and actual wait time to service existing enqueued contacts; a length of a contact queue; a servicing agent staffing level; and an available servicing agent skill level; (iv) provide a most desirable address in the set of first addresses in the second order in response to the resolution query; and (v) cause the customer contacts to be directed by the plurality of switches or servers to a selected one of the plurality of the communication devices. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35)
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Specification