Patent ID: 8879712

Claim:
A system for managing media traffic associated with a plurality of customer contact centers, the system comprising: an edge device deployed in a communications network for facilitating calls between agents and customers of the plurality of contact centers, wherein the agents and customers access the communications network respectively over agent and customer private networks, the agents connecting to the agent private network via a first link, and the customers connecting to the communications network via a second link traversing the customer private network; and a server system in a computing environment coupled to the communications network, the server system being configured to: identify calls between the agents and the customers; determine availability of the second link based on the identified calls traversing the second link, wherein the determining of the availability includes determining estimated available bandwidth of the second link by determining estimated bandwidth consumption of the identified calls; and in response to the determined availability of the second link, triggering an action with respect to calls associated with contact centers subscribed to a first service level for preserving a particular quality of service for calls associated with contact centers subscribed to a second service level different from the first service level, wherein the calls associated with the first service level are configured to receive a quality of service that is lower than the quality of service received by calls associated with the second service level.