Patent ID: 9197580
Filing Date: 2015-11-24
Classification: H04L

Abstract:
1. A method, comprising: determining, by a processor executing a work assignment mechanism at a first time, an Active Weight value of two or more contact center sites in a contact center, the Active Weight value for each site in the two or more contact center sites corresponding to a percentage of contacts to be received by each site as compared to all other sites in the contact center at the first time; detecting, by the processor executing the work assignment mechanism at a second time, that a first site of the two or more contact center sites assigned a first number of contacts has failed or become unable to receive contacts; determining, by the processor executing the work assignment mechanism, a redistributed percentage of allocated contacts for each of the two or more contact center sites apart from the first site based on a ratio of the Active Weight value for each site and a total number of contacts at the contact center at the second time excluding the first number of contacts; and distributing, by a processor executing a routing engine, contacts received in accordance with the determined redistributed percentage of allocated contacts among each of the two or more contact center sites to the exclusion of the first site.