LIMITING CONTACT IN A NETWORKED CONTACT CENTER ENVIRONMENT

摘要

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.

主权项

1. An apparatus comprising:
an interface circuit configured and arranged to receive communications associated with a plurality of tenants hosted by a networked contact center configured to operate using a plurality of platform layers; a contact regulation circuit configured to:
monitor events between the plurality of platform layers of the networked contact center;adjust, based upon the monitored events, contact parameter values for the platform layers; a limiter circuit, that is communicatively coupled with a database and the interface circuit, and that is configured and arranged to:
identify a plurality of communication layers associated with the communications;retrieve a set of rate values for the communication layers of the plurality of communication layers associated with the communications;modify the set of rate values to account for the communications; andcontrol, responsive to the set of rate values and the contact parameter values, communication access to the tenants.