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

• US 9,398,158 B2
• Filed: 09/05/2014
• Issued: 07/19/2016
• 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:
  US14/479,244
• Publication Number:
  US 20140376382A1
• Time in Patent Office: 683 Days
• US Class Current: 1/1
• 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 server system for managing media traffic for a plurality of contact centers, the server system comprising:

one or more processors coupled to a communications network; and

one or more memory devices coupled to the one or more processors and storing program instructions therein, the program instructions causing the one or more processors to;

identify calls between agents and customers for a plurality of contact centers, the customers having access to communication devices connected to the communications network over a first communications link traversing a first private network, the agents having access to agent devices connected to the communications network over a second communications link traversing a second private network, wherein each of the first and second private networks are configured to provide an anticipated quality of service for calls traversing the respective private network;

determine availability of the second communications link based on the identified calls traversing the second communications link, wherein the instructions that cause the processor to determine the availability includes instructions that cause the processor to determine an estimated available bandwidth of the second communications link by determining an estimated bandwidth consumption of the identified calls traversing the second communications network; and

in response to the determined availability of the second communications link, trigger 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, and

wherein the instructions that cause the processor to determine an estimated bandwidth consumption include instructions that cause the processor to;

compare the estimated bandwidth consumption for the identified calls traversing the second communications link, against a threshold bandwidth consumption amount; and

trigger the action in response to determining that the estimated bandwidth consumption for the identified calls traversing the second communications network, satisfies the threshold bandwidth consumption amount.

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

3. The system of claim 1, 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.

4. The system of claim 1, wherein the second private network is a multi-protocol label switching network.

5. The system of claim 1, wherein the identified calls are concurrently established calls traversing the second communications network.

6. The system of claim 1, wherein the threshold is based on a physical media bandwidth limit associated with the second communications link.

7. The system of claim 1, wherein the action is a custom action selected by one of the contact centers subscribed to the first service level.

8. The system of claim 1, wherein the action is canceling an outbound campaign for one of the contact centers subscribed to the first service level.

9. The system of claim 1, wherein the action is redirecting a new inbound call directed to one of the contact centers subscribed to the first service level, to an external system.

10. The system of claim 9, wherein the external system is a voice mail system.

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

identifying, by one or more processors coupled to a communications network, calls between agents and customers for a plurality of contact centers, the customers having access to communication devices connected to the communications network over a first communications link traversing a first private network, the agents having access to agent devices connected to the communications network over a second communications link traversing a second private network, wherein each of the first and second private networks are configured to provide an anticipated quality of service for calls traversing the respective private network;

determining, by the one or more processors, availability of the second communications link based on the identified calls traversing the second communications link, wherein the determining of the availability includes determining an estimated available bandwidth of the second communications link by determining estimated bandwidth consumption of the identified calls traversing the second communications link; and

in response to the determined availability of the second communications link, triggering, by the one or more processors, 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, and

wherein the determining of the estimated bandwidth consumption includes;

comparing the estimated bandwidth consumption for the identified calls traversing the second communications link, against a threshold bandwidth consumption amount; and

triggering the action in response to determining that the estimated bandwidth consumption for the identified calls traversing the second communications network, satisfies the threshold bandwidth consumption amount.

12. The method of claim 11, wherein the determining the estimated available bandwidth of the communications link includes determining a physical media limit for the second communications link.

13. The method of claim 11, 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.

14. The method of claim 11, wherein the second private network is a multi-protocol label switching network.

15. The method of claim 11, wherein the identified calls are concurrently established calls traversing the second communications network.

16. The method of claim 11, wherein the threshold is based on a physical media bandwidth limit associated with the second communications link.

17. The method of claim 11, wherein the action is a custom action selected by one of the contact centers subscribed to the first service level.

18. The method of claim 11, wherein the action is canceling an outbound campaign for one of the contact centers subscribed to the first service level.

19. The method of claim 11, wherein the action is redirecting a new inbound call directed to one of the contact centers subscribed to the first service level, to an external system.

20. The method of claim 19, wherein the external system is a voice mail system.