Patent ID: 8761362
Filing Date: 2014-06-24
Classification: H04M

Abstract:
1. A method comprising: monitoring calls, in a call monitor, to a call center to determine a number of active calls to the call center; identifying, in the call monitor, a maximum call center capacity; based on the monitoring calls, determining, in the call monitor, that the maximum call center capacity has been met by detecting a Session Initiation Protocol (SIP) BUSY message sent from the call center in response to a new call request, wherein the new call request is a SIP INVITE sent from a communication device to the call center; responsive to determining that the maximum call center capacity has been met, intercepting, in a call processor, the SIP BUSY message from the call center instead of passing the SIP BUSY message onto the communication device that sent the new call request; responding to the new call request with one or more call processing messages; placing, in the call processor, the new call on hold; sending a message indicating that the call center is experiencing heavy call volume; determining, in the call monitor, that the maximum call center capacity is no longer being met; and responsive to determining that the maximum call center capacity is no longer being met, transferring, in the call processor, the new call to the call center.