Reducing resource consumption by ACD systems

摘要

A system and a method for managing incoming calls within a call queue include a network bandwidth monitor for monitoring network bandwidth availability on a call center and a queue call rate monitor for determining a total of all call charge rates associated with the calls. A queue manager determines the order of advancement of the calls within the queue. If the network bandwidth monitor determines that network bandwidth availability is below a predetermined threshold, high network bandwidth calls are preferentially advanced to free up additional network bandwidth. Calls with high charge rates are preferentially advanced if the total call charge rate in the queue exceeds a predetermined maximum threshold. If the maximum total call charge rate threshold is exceeded and the network bandwidth availability level is below the minimum threshold, a relative priority for maintaining network bandwidth availability and reducing total call charge rates will determine the order of call advancement. In a preferred embodiment, a router resource monitor determines whether router resource availability is above a minimum threshold level. Different priority sets are configured for each combination of a low network bandwidth availability state, a low router resource availability state, and/or a high total call charge rate state. Call advancement within the queue is at least partially determined by the priority sets.