Dynamic management and redistribution of contact center media traffic

摘要

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.

主权项

1. A system for managing media traffic for a plurality of customer contact centers, the system comprising:
first and second server systems in respectively first and second computing environments, the first and second server systems hosting contact center applications for processing communication to and from the one or more contact centers; and an edge device deployed in a first communications network for facilitating a first communication involving a first end device and for signaling the first server system to service the first communication, wherein media traffic is transmitted between the first end device and the first server system during the first communication in response to the servicing, the servicing invoking a first contact center application hosted by the first server system, the media traffic traversing a first network link coupling the first communications network and the first computing environment, wherein, the first server system is configured to monitor status of the first network link and in response to the monitoring, signal the second server system in the second computing environment to service a second communication involving a second end device, wherein the servicing of the second communication invokes a second contact center application hosted by the second server system, and wherein the first end device is configured to access a private network over a second link, the private network being coupled to the first communications network, wherein the first server system is configured to identify one of the plurality of customer contact centers associated with the first communication, determine availability of the second link for the identified customer contact center, and in response to the determined availability, trigger an action for preserving a particular quality of service for the voice communication.