Patent ID: 8699690
Filing Date: 2014-04-15
Classification: H04M

Abstract:
1. A method, comprising: determining a health of a site-service and a busyness of a site-service associated with an Internet Protocol Converged Call Center; adjusting, by a predetermined amount, at least one of the health and busyness of the site-service, wherein the predetermined amount is based at least in part on an amount of time that has elapsed since at least one of the health and busyness of the site-service was determined; determining, for each of a plurality of site-services, a route capacity that is based at least in part on the health of the site-service and the busyness of the site-service; receiving a request to route a call; and routing the call to one of the site-services based at least in part on the route capacity associated with the site-service.