Method and system for channel management in a voice response system

摘要

A method and system for managing channels in a voice response system is provided. The method comprises periodically monitoring utilisation of a system resource and determining a number, N, of voice channels required to be quiesced based on the utilisation level of the system resource. This number is compared with the number of channels currently quiescing, Q, and the number of quiescing channels is adjusted accordingly. A quiescing channel is disabled when it becomes inactive.