Limiting contact in a networked contact center environment
First Claim
1. A method of limiting contact to a networked contact center apparatus that is hosting a plurality of tenant-based circuits in a data-network environment, the method comprising:
- receiving a data communication associated with one of the tenant-based circuits at the networked contact center;
examining a first contact rate value associated with the tenant-based circuits responsive to receiving the data communication, the first contact rate value representing a quantity of contact allowed within a first time interval;
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;
wherein the plurality of contact rate values include a specific number of calls allowed to be routed to a plurality of communication layers within the first time interval, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and
determining whether the networked contact center is to accept the data communication based on the plurality of contact rate values.
4 Assignments
0 Petitions
Accused Products
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.
71 Citations
36 Claims
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1. A method of limiting contact to a networked contact center apparatus that is hosting a plurality of tenant-based circuits in a data-network environment, the method comprising:
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receiving a data communication associated with one of the tenant-based circuits at the networked contact center; examining a first contact rate value associated with the tenant-based circuits responsive to receiving the data communication, the first contact rate value representing a quantity of contact allowed within a first time interval; 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; wherein the plurality of contact rate values include a specific number of calls allowed to be routed to a plurality of communication layers within the first time interval, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and determining whether the networked contact center is to accept the data communication based on the plurality of contact rate values. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 35)
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10. A networked contact center that hosts a plurality of tenants, the networked contact center comprising:
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a circuit-based interface configured and arranged to receive a communication associated with a tenant of the plurality of tenants; and a circuit-based limiter that is communicatively coupled with a database and that is configured and arranged 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 allowed within a first time interval; 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; wherein the plurality of contact rate values include a specific number of calls allowed to be routed to a plurality of communication layers within the first time interval, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and determine whether the networked contact center is to accept the communication based on the plurality of first contact rate values value. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 36)
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19. A method of limiting contact to a networked contact center apparatus that is hosting a plurality of tenant-based circuits in a data-network environment, the method comprising:
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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 represent a quantity of contact allowed within a first interval of time; examining a plurality of contact rate values associated with the tenant-based circuits, the plurality of contact rate values including one of the contact rate values designated as being active, each of the contact rate values representing a number of calls to be routed to a plurality of communication layers within the first time interval, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and determining whether the networked contact center is to accept a data communication based on the plurality of contact rate values. - View Dependent Claims (20)
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21. A system comprising:
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a first database configured and arranged 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 configured and arranged 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; 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 a quantity of contact allowed within a first interval of time; examine a plurality of contact rate values associated with at least one tenant-based circuit, the plurality of contact rate values including one of the contact rate values designated as being active, each of the contact rate values representing a number of calls to be routed to a plurality of communication layers, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and determine whether the networked contact center is to accept a data communication from the at least one tenant-based circuit, based on the plurality of contact rate values. - View Dependent Claims (22)
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23. A method comprising:
in a networked contact center circuit apparatus; 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; examining a plurality of contact parameters associated with the plurality of tenants, the plurality of contact parameters including the second contact parameter, each of the contact parameters representing a number of calls to be routed to a plurality of communication layers, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and determining whether the networked contact center is to accept the network communication based on the plurality of contact parameters, including the second contact parameter. - View Dependent Claims (24, 25, 26)
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27. A system comprising:
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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 configured and arranged 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; examine a plurality of contact parameters associated with the plurality of tenants, the plurality of contact parameters including the second contact parameter, each of the contact parameters representing a number of calls to be routed to a plurality of communication layers, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and determine whether to accept the communication events based on the plurality of contact parameters, including the second contact parameter. - View Dependent Claims (28, 29, 30, 31)
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32. A non-transitory 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:
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receiving a communication associated with a tenant of the plurality of tenants at the networked contact center; examining a plurality of contact rate values associated with the tenant responsive to receiving the communication, the plurality of contact rate values representing a quantity of contact allowed within a first time interval, the plurality of contact rate values including a specific number of calls allowed to be routed to a plurality of communication layers, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and determining that the networked contact center is to accept the communication based on the plurality of contact rate values.
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33. A non-transitory 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 apparatus that is hosting a plurality of tenant-based circuits in a data-network environment, the method comprising:
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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; 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 represent a quantity of contact allowed within a first interval of time; examining a plurality of contact rate values associated with the tenant-based circuits, the plurality of contact rate values including one of the contact rate values designated as being active, each of the contact rate values representing a number of calls to be routed to a plurality of communication layers, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and determining whether the networked contact center is to accept a data communication based on the plurality of contact rate values.
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34. A non-transitory 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; examining a plurality of contact policies associated with a plurality of tenants, each of the contact policies representing a number of calls to be routed to a plurality of communication layers, wherein the plurality of communication layers includes a dialed number identification service layer, a platform or cluster layer, a site layer and a carrier layer; and
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 determining whether the networked contact center is to accept the initiation of the communication based on the plurality of contact policies by rejecting the initiation of the communication, based on determining that the first contact policy has been violated.
Specification