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. A networked contact center that hosts a plurality of tenants, the networked contact center comprising:
an interface circuit configured and arranged to receive a communication associated with a tenant of the plurality of tenants, the communication including a voice communication, a chat communication, an email communication, or a combination thereof; and a limiter circuit communicatively coupled with a database which includes circuitry, the limiter circuit being configured and arranged to:
receive the communication via the interface circuit;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 within a first time interval;determine whether the networked contact center is to accept the communication based on the first contact rate value and on a plurality of contact parameters with information indicative of whether one or more calls is allowed to be routed to a plurality of communication layers within the first time interval, wherein the plurality of communication layers includes at least two of a dialed number identification service layer, a tenant layer, a platform layer, a cluster layer, a site layer and a carrier layer;access to the database to examine a plurality of the contact rate values and contact parameters associated with the communication to determine whether the networked contact center is to reject the communication; andin response to a determination by the limiter circuit to reject the communication, generate a message for reception by a source of the communication to indicate the determination to reject the communication, wherein the source is a computer-based terminal in the network and the networked contact center is configured to send data corresponding to the message to the source.