Dynamic load balancing for enterprise IP traffic
A method for effecting load balancing in a packet-switched network is provided. In one embodiment, the method includes the steps of: (a) providing a set of Internet Protocol (IP) addresses corresponding to a Universal Resource Locator (URL), wherein the ordering of the IP addresses in the set of IP addresses is indicative of a corresponding desirability of contacting each of the IP addresses and wherein the set of IP addresses are in a first order; (b) receiving activity-related information associated with at least one of the IP addresses; and (c) reordering the set of IP addresses to be in a second order different from the first order.
1. A method for performing name resolution in a packet switched network, comprising:
providing a set of first addresses in an enterprise network corresponding to a second address, wherein a first order of at least one of the first addresses in the set of first addresses is indicative of relative desirability of contacting each of the at least some of first addresses and wherein the set of first addresses are in the first order;
receiving activity-related information associated with at least one of the first addresses;
based on the received activity-related information, reordering the set of first addresses to be in a second order different from the first order;
receiving a resolution query for the second address, the resolution query being associated with a contact directed to a host name, wherein the second address identifies a host that is associated with the host name, wherein the host name is associated with a contact center, wherein the contact center comprises: (a) a plurality of servicing agents operating a plurality of communication devices to service customer contacts; and (b) a plurality of switches or servers, each switch or server having a corresponding address in the set of first addresses, and wherein the received activity-related information comprises at least one of the following parameters associated with each of the at least some of the first addresses:
a wait time for a servicing agent to service the contact, wherein the wait time is at least one of estimated wait time to service the contact and actual wait time to service existing enqueued contacts;
a length of a contact queue;
a servicing agent staffing level; and
an available servicing agent skill level;
providing a most desirable address in the set of first addresses in the second order in response to the resolution query; and
directing the customer contacts, by the plurality of switches or servers, to a selected one of the plurality of the communication devices.
2. The method of claim 1 , wherein each address in the set of first addresses is an IP address.
3. The method of claim 1 , wherein the host name is a domain name.
4. The method of claim 1 , wherein a most desirable first address in the set of first addresses has a lower wait time than a lesser desirable first address in the set of first addresses.
5. The method of claim 1 , wherein a most desirable address in the first order is different from a most desirable address in the second order, wherein in the providing step the most desirable address in the second order is included in the at least some of the first addresses, and wherein the at least one parameter is the available servicing agent skill level, the method further comprising:
selecting a servicing agent skill level based on a logical subcomponent in a Universal Resource Locator identified in the contact.
6. The method of claim 1 , wherein the at least one parameter is contact queue length, and wherein a most desirable first address in the set of first addresses has a shorter contact queue length than a lesser desirable first address in the set of first addresses.
7. The method of claim 1 , wherein the at least one parameter is agent staffing level, and wherein a most desirable first address in the set of first addresses has a higher staffing level than a lesser desirable first address in the set of first addresses.
8. The method of claim 1 , wherein the activity-related information further comprises available processor capacity and the most desirable address in the second order has the highest available processor capacity.
9. The method of claim 1 , wherein the activity-related information further comprises a qualifier in a domain name and wherein the reordering step comprises the step of:
selecting a most desired address among the set of first addresses based on the qualifier.
10. The method of claim 1 , wherein the activity-related information further comprises a cookie and wherein the reordering step comprises the step of:
selecting a most desired address among the set of first addresses based on the contents of the cookie.
11. A computer readable medium comprising processor executable instructions operable to perform the steps of claim 1 .
12. The method of claim 1 , wherein the customer contacts comprise voice calls.
13. A method for effecting load balancing in a packet-switched network, comprising:
providing a set of Internet Protocol (IP) addresses corresponding to a Universal Resource Locator (URL), wherein a first order of the IP addresses in the set of IP addresses is indicative of a corresponding desirability of contacting each of the IP addresses, wherein the set of IP addresses are in the first order, and wherein the URL is associated with a contact directed to a contact center, whereby the contact center comprises: (a) a plurality of servicing agents operating a plurality of communication devices to service customer contacts; and (b) a plurality of switches or servers, each contact director switch or server having a corresponding address in the set of IP addresses;
receiving activity-related information associated with at least one of the IP addresses, wherein the received activity-related information comprises at least one of the following parameters associated with each of the IP addresses:
a wait time for a servicing agent to service the contact, wherein the wait time is at least one of estimated wait time to service the contact and actual wait time to service existing enqueued contacts;
a length of a contact queue;
a servicing agent staffing level; and
an available servicing agent skill level;
based at least in part on the received activity-related information, reordering the set of IP addresses to be in a second order different from the first order;
receiving a resolution query for the URL in association with the contact directed to the contact center;
providing a most desirable address in the set of IP addresses in the second order in response to the resolution query; and
directing the customer contacts by the plurality of switches or servers, to a selected one of the IP addresses.
14. The method of claim 13 , wherein a most desirable IP address in the set of IP addresses has a lower wait time than a lesser desirable IP address in the set of IP addresses.
15. The method of claim 13 , wherein a most desirable address in the first order is different from a most desirable address in the second order.
16. The method of claim 13 , wherein the at least one parameter is the available servicing agent skill level, the method further comprising:
selecting a servicing agent skill level based on a logical subcomponent in a URL identified in the contact.
17. The method of claim 13 , wherein the at least one parameter is contact queue length, and wherein a most desirable first address in the set of IP addresses has a shorter contact queue length than a lesser desirable address in the set of IP addresses.
18. The method of claim 15 , wherein the at least one parameter is agent staffing level, and wherein a most desirable first address in the set of IP addresses has a higher staffing level than a lesser desirable first address in the set of IP addresses.
19. The method of claim 13 , wherein the activity-related information further comprises a qualifier in a domain name and wherein the reordering step comprises the step of:
selecting a most desired address among the set of IP addresses based on the qualifier.
20. The method of claim 13 , wherein the activity-related information further comprises a cookie and wherein the reordering step comprises the step of:
selecting a most desired address among the set of IP addresses based on the contents of the cookie.
21. A computer readable medium comprising processor executable instructions operable to perform the steps of claim 13 .
22. The method of claim 13 , wherein the customer contacts comprise voice calls.
23. A system of effecting traffic shaping in a packet-switched network, comprising:
(a) an enterprise network comprising of a plurality of nodes corresponding to a set of first addresses, wherein the set of first addresses are associated with a second address, wherein a first order of the first addresses in the set of first addresses is indicative of a relative desirability of contacting each of the first addresses, and wherein the set of first addresses are in the first order; and
(b) an activity assessment agent operable to:
(i) receive activity-related information associated with at least one of the first addresses;
(ii) based at least in part on the received activity-related information, reorder the set of first addresses to be in a second order different from the first order;
(iii) receive a resolution query for the second address, the resolution query being associated with a contact directed to a host name, wherein the second address is the host name, wherein the host name is associated with a contact center, wherein the contact center comprises: (A) a plurality of servicing agents operating a plurality of communication devices to service customer contacts; and (B) a plurality of switches or servers, each switch or server having a corresponding address in the set of first addresses, and wherein the received activity-related information comprises at least one of the following parameters associated with each of the at least some of the first addresses:
a wait time for a servicing agent to service the contact, wherein the wait time is at least one of estimated wait time to service the contact and actual wait time to service existing enqueued contacts;
a length of a contact queue;
a servicing agent staffing level; and
an available servicing agent skill level;
(iv) provide a most desirable address in the set of first addresses in the second order in response to the resolution query; and
(v) cause the customer contacts to be directed by the plurality of switches or servers to a selected one of the plurality of the communication devices.
24. The system of claim 23 , wherein each address in the set of first addresses is an IP address.
25. The system of claim 24 , wherein the host name is a domain name.
26. The system of claim 23 , wherein the customer contacts comprise voice calls.
27. The system of claim 23 , wherein a most desirable first address in the set of first addresses has a lower wait time than a least desirable first address in the set of first addresses.
28. The system of claim 23 , wherein a most desirable address in the first order is different from a most desirable address in the second order, wherein in the provide operation (iv) the most desirable address is included in the at least one of the first addresses, wherein the parameter is the available servicing agent skill level, and wherein the activity assessment agent is further operable to select a servicing agent skill level based on a logical subcomponent in a Universal Resource Locator identified in the contact.
29. The system of claim 23 , wherein the at least one parameter is contact queue length, and wherein a most desirable first address in the set of first address has a shorter contact queue length than a lesser desirable first address in the set of first addresses.
30. The system of claim 23 , wherein the at least one parameter is agent staffing level, and wherein a most desirable first address in the set of first addresses has a higher staffing level than a lesser desirable first address in the set of first addresses.
31. The system of claim 23 , wherein the activity-related information further comprises available processor capacity and the most desirable address in the second order has the highest available processor capacity.
32. The system of claim 23 , wherein the activity-related information further comprises a qualifier in a domain name and wherein the reordering operation comprises the function of:
selecting a most desired address among the set of first addresses based on the qualifier.
33. The system of claim 23 , wherein the activity-related information further comprises a cookie and wherein the reordering operation comprises the function of:
selecting a most desired address among the set of first addresses based on the contents of the cookie.
34. The system of claim 23 , further comprising:
(c) a reporting agent located in a host device in the enterprise network, the reporting agent being operable to collect and provide the activity-related information to the activity assessment agent.
35. The system of claim 34 , wherein the activity assessment agent is part of a domain name server authoritative for a domain including the enterprise network and further comprising a plurality of reporting agents corresponding to a plurality of host devices in communication with the activity assessment agent and having addresses within the domain, wherein at least some of the reporting agents have addresses outside of the enterprise network.