Limiting contact in a networked contact center environment
Assignee8x8, Inc.
InventorRobert Townsend
Life of this patent
Estimating the term…
Abstract
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.
Claims10
A circuit-based apparatus including a networked contact center that is hosting a plurality of tenants, the apparatus comprising:
- an interface circuit configured and arranged to receive communications associated with the plurality of tenants;
- a limiter circuit, that is communicatively coupled with a database and the interface circuit, and that is configured and arranged to:
- identify, responsive to a particular communication to a particular tenant of the plurality of tenants and based upon data stored in the database, a plurality of communication layers associated with the particular communication;
- retrieve a set of rate values for the communication layers of the plurality of communication layers associated with the particular communication;
- modify the set of rate values to account for the particular communication,
- control, responsive to the set of rate values, access to the particular tenant;
- and
- modify, in response to expiration of a time interval, at least one rate value of the set of rate values.
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 particular tenant of the plurality of tenants;
- a limiter circuit, that is communicatively coupled with a database, and that is configured and arranged to:
- receive the communication;
- responsive to receiving the communication, access the database to determine a first contact rate value associated with a dialed number identification service layer for the particular tenant, the first contact rate value representing a quantity of contact within a first time interval;
- responsive to receiving the communication, access the database to determine a second contact rate value associated with, a platform layer for the particular tenant, the second contact rate value representing a quantity of contact within a second time interval;
- and
- determine, based on the first contact rate value and the second contact rate value whether the networked contact center is to accept the communication.
Dependencies are inferred from the claim text.