公开(公告)号：US09516169B2

公开(公告)日：2016-12-06

申请号：US14562456

申请日：2014-12-05

Applicant: Avaya Inc.

Inventor： John Reilly ,  Dawid Nowak ,  John McGreevy ,  Siobhán Dervan ,  Tom Eustace

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/402

Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

Abstract translation: 提供了联络中心，方法和机制，用于根据缩放触发器和监视的活动动态缩放联络中心。 受监视的活动包括从一个或多个来源提供的信息。 该信息用于指示联络中心活动是增加，减少还是维持稳定状态。 当联络中心的活动越来越多时，缩放机制根据规则增加了向联络中心提供的资源数量。 当联络中心的活动正在减少时，缩放机制会根据规则减少提供给联络中心的资源数量。 缩放触发器被创建，删除，修改或以其他方式分类为监视的活动和联络中心缩放之间的相关性。

公开(公告)号：US20160165052A1

公开(公告)日：2016-06-09

申请号：US14562456

申请日：2014-12-05

Applicant: Avaya Inc.

Inventor： John Reilly ,  Dawid Nowak ,  John McGreevy ,  Siobhán Dervan ,  Tom Eustace

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/402

Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

Abstract translation: 提供了联络中心，方法和机制，用于根据缩放触发器和监视的活动动态缩放联络中心。 受监视的活动包括从一个或多个来源提供的信息。 该信息用于指示联络中心活动是增加，减少还是维持稳定状态。 当联络中心的活动越来越多时，缩放机制根据规则增加了向联络中心提供的资源数量。 当联络中心的活动正在减少时，缩放机制根据规则减少提供给联络中心的资源数量。 缩放触发器被创建，删除，修改或以其他方式分类为监视的活动和联络中心缩放之间的相关性。