Abstract: Techniques are described herein for routing customer support requests via a vertical stack queue. The techniques may include receiving a request for customer support from a user device and identifying a group of agents available to serve the request. The group is associated with a stack queue, and the request is routed to a first level of contact queue pool that includes the group. Upon determining whether a wait time associated the stack queue at the first level of contact queue pool exceeds a predetermined threshold, an additional group of agents to serve the request is identified in addition to the group of the plurality of groups of agents. The group and an additional group of agents are distinct from each other. Upon identifying the additional group, the request is routed to a second level of contact queue pool that includes the additional group of agents.

Abstract: Techniques are described herein for routing customer support requests via a vertical stack queue. The techniques may include receiving a request for customer support from a user device and identifying a group of agents available to serve the request. The group is associated with a stack queue, and the request is routed to a first level of contact queue pool that includes the group. Upon determining whether a wait time associated the stack queue at the first level of contact queue pool exceeds a predetermined threshold, an additional group of agents to serve the request is identified in addition to the group of the plurality of groups of agents. The group and an additional group of agents are distinct from each other. Upon identifying the additional group, the request is routed to a second level of contact queue pool that includes the additional group of agents.

Abstract: A data archiving system according to the invention performs offline backup of data stored at a target system connected to a network. To minimize downtime of the target system, the data is archived at a low level of abstraction, e.g., at the block level, rather than at the file system level. The offline backup is accomplished by closing open files and application, and rebooting the target system with an archiving operating system that manages the data backup process. After the target data has been archived, the target system is rebooted with the normal operating system.

Abstract: A clamp apparatus useful for controlling the flow of fluid through a flexible conduit which comprises: a resilient pad element adapted to aid in at least partially occluding the conduit; and a force system structured to be moved to at least partially occlude the flexible conduit such that when the force system is activated the flexible conduit contacts both the resilient pad element and the force system and the resilient pad element moves in response to the activation of the force system, provided that the force system is adapted to maintain the flexible conduit in at least one state of partial occlusion.