System and method for managing traffic bursts for a plurality of tenants

• US 8,879,712 B2
• Filed: 11/02/2012
• Issued: 11/04/2014
• Est. Priority Date: 09/07/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Kovalenko, Galina, Sayko, Slava, Zhakov, Slava
• Primary Examiner(s): Asanbayev, Oleg
• Application Number:
  US13/668,175
• Publication Number:
  US 20140072116A1
• Time in Patent Office: 732 Days
• Field of Search: 379/114.01, 379/114.07, 379/114.08, 379/221.07, 379/243, 379/246, 379/265.01, 379/266.01
• US Class Current: 379/265.01
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04L 43/04 Processing captured monitoring data, e.g. for logfile generation
• CPC Class Codes: H04L 43/0882 Utilisation of link capacity
• CPC Class Codes: H04L 43/16 Threshold monitoring
• CPC Class Codes: H04L 45/22 Alternate routing
• CPC Class Codes: H04L 65/80 Responding to QoS
• CPC Class Codes: H04M 2203/406 Rerouting calls between call centers
• CPC Class Codes: H04M 2203/407 Call center operated for multiple customers
• CPC Class Codes: H04M 3/2227 Quality of service monitoring
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• 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]
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Claims

1. A system for managing media traffic associated with a plurality of customer contact centers, the system comprising:

an edge device deployed in a communications network for facilitating calls between agents and customers of the plurality of contact centers, wherein the agents and customers access the communications network respectively over agent and customer private networks, the agents connecting to the agent private network via a first link, and the customers connecting to the communications network via a second link traversing the customer private network; and

a server system in a computing environment coupled to the communications network, the server system being configured to;

identify calls between the agents and the customers;

determine availability of the second link based on the identified calls traversing the second link, wherein the determining of the availability includes determining estimated available bandwidth of the second link by determining estimated bandwidth consumption of the identified calls; and

in response to the determined availability of the second link, triggering an action with respect to calls associated with contact centers subscribed to a first service level for preserving a particular quality of service for calls associated with contact centers subscribed to a second service level different from the first service level, wherein the calls associated with the first service level are configured to receive a quality of service that is lower than the quality of service received by calls associated with the second service level.

2. The system of claim 1, wherein the computing environment is a cloud computing environment.

3. The system of claim 1, wherein the determining the estimated available bandwidth of the second link includes determining a physical media limit for the second link.

4. A method for managing media traffic for a plurality of contact centers, the method comprising:

identifying by a server system in a computing environment coupled to the communications network, calls between agents and customers for a plurality of contact centers, the customers having access to communication devices for connecting to the communications network over a first communications link traversing a customer private network, the agents having access to agent devices for connecting to the communications network over a second communications link traversing an agent private network, wherein an edge device deployed in the communications network facilitates the calls between the agents and the customers;

determining, by the server system, availability of the first communications link based on the identified calls traversing the first communications link, wherein the determining of the availability includes determining estimated available bandwidth of the first communications link by determining estimated bandwidth consumption of the identified calls; and

in response to the determined availability of the first communications link, triggering, by the server system, an action with respect to calls associated with contact centers subscribed to a first service level for preserving a particular quality of service for calls associated with contact centers subscribed to a second service level different from the first service level, wherein the calls associated with the first service level are configured to receive a quality of service that is lower than the quality of service received by calls associated with the second service level.

5. The method of claim 4, wherein the customer private network is configured to provide an anticipated quality of service for calls traversing the customer private network.

6. The method of claim 4, wherein the determining the estimated available bandwidth of the first communications link includes determining a physical media limit for the first communications link.

7. The method of claim 4 further comprising:

comparing the estimated bandwidth consumption for the identified calls against a threshold bandwidth consumption amount; and

triggering the action in response to determining that the estimated bandwidth consumption for the identified calls satisfies the threshold bandwidth consumption amount.

8. The method of claim 4, wherein the action is activating a greeting turning down a new inbound call directed to one of the contact centers subscribed to the first service level.