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 at least one of a voice communication, a chat communication and an email communication; and a limiter circuit that is communicatively coupled with a database 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; anddetermine whether the networked contact center is to accept the communication based on the first contact rate value, wherein the limiter circuit and the database are configured and arranged to provide the limiter circuit access to the database for examining a plurality of contact parameters associated with the communication.