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Limiting contact in a networked contact center environment

  • US 9,438,736 B2
  • Filed: 10/03/2014
  • Issued: 09/06/2016
  • Est. Priority Date: 08/29/2008
  • Status: Active Grant
First Claim
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1. A circuit-based apparatus including a networked contact center that is hosting a plurality of tenants, the apparatus comprising:

  • an interface circuit configured and arranged to receive communications associated with the plurality of tenants;

    a limiter circuit, that is communicatively coupled with a database and the interface circuit, and that is configured and arranged to;

    identify, responsive to a particular communication to a particular tenant of the plurality of tenants and based upon data stored in the database, a plurality of communication layers associated with the particular communication;

    retrieve a set of rate values for the communication layers of the plurality of communication layers associated with the particular communication;

    modify the set of rate values to account for the particular communication,control, responsive to the set of rate values, access to the particular tenant; and

    modify, in response to expiration of a time interval, at least one rate value of the set of rate values.

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