Cisco Technology, Inc.

Khaled A Gouda

Kenneth Jordan

David R Oran

Clay H Neighbors

Paul Robert Schechinger

Soufiane Houri

David C LaPier

Andrew Adamian

Kenneth D Jordan

Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped.

Intelligent overload control for contact center

In one embodiment, a method includes detecting an unanswered communication received at a mobile device, identifying an alternate contact based on a location of the mobile device and a relationship between the mobile device user and the alternate contact, and transmitting a request to the alternate contact to notify the user of the mobile device of the communication. An apparatus and logic are also disclosed.

Identification of an alternate contact for use in reaching a mobile device user

A contact center or enterprise communication system is provided. The system includes a first contact associated with a first task offer; one or more resources operable to accept the first task offer; and a contact center or enterprise communication system operable to determine a broadcast group of the one or more resources as a function of an acceptance factor for one or more of the resources.

Contact center sizing and broadcasting based on probabilities

A method and apparatus are disclosed for interconnecting a circuit-switched telephone network and a packet-switched data network for communication among them. A signaling trunk of a circuit-switched telephone network is coupled to a signaling access server that is also coupled to a signaling, management and control network. One or more voice trunks of the telephone network are coupled to one or more network access servers, which are also coupled to the control network to thereby receive instructions from the signaling access server. The network access servers are also coupled to a packet-switched data network, such as the global packet-switched network known as Internet. The signaling access server can receive call setup messages and other messages in standard telephone network protocol formats and convert them into call setup messages in a special protocol for communications between the signaling access server and the network access servers. The signaling access server can instruct the network access servers to establish a call, containing voiceband information such as modem-based data calls, from the voice trunks to the data network. Accordingly, the public switched telephone network and the Internet may be interconnected and may inter-communicate without modifying the protocols of either one.

Growing community of inventors

Shrewsbury, MA, United States of America

Khaled A Gouda