Understanding Inbound Call Rate Limits
About Inbound Call Rate Limits
To ensure the stability and performance of the CRM's voice services for all users, inbound call rate limits are applied to most phone numbers. These limits help prevent system abuse, spam, and potential service degradation.
Rate Limits by Number Type
IVR-Connected Numbers
Numbers connected to an Interactive Voice Response (IVR) system are not subject to inbound call rate limits. They are designed to handle high-volume call traffic.
Voice AI-Connected Numbers
Numbers connected to Voice AI features have specific rate limits due to their automated nature and potential for high concurrent usage.
- Per-Minute Limits: If more than 200 calls are made from a single phone number in one minute, that specific call will be blocked, counting as one violation. Similarly, if more than 200 calls are received by a single Voice AI number in one minute, that specific call will be blocked, counting as one violation.
- Violation Cap: If an account accumulates more than 5 violations within a single hour, all inbound calls to that account's Voice AI numbers will be blocked.
Regular Numbers
Standard phone numbers not connected to IVR or Voice AI have more conservative limits to protect system resources.
- Per-Minute Limits: If more than 10 calls are made from a single phone number in one minute, that specific call will be blocked, counting as one violation. If more than 15 calls are received by a single regular number in one minute, that specific call will be blocked, counting as one violation.
- Violation Cap: If an account accumulates more than 5 violations within a single hour, all inbound calls to that account's regular numbers will be blocked.
What Happens When the Violation Cap is Reached?
If your account exceeds the cap of 5 violations in an hour, inbound calling for the affected number type (Voice AI or regular) will be blocked. To restore service, you will need to contact the CRM's support team for assistance.
Best Practices
- Use IVR for High Volume: For campaigns or services expecting a large number of inbound calls, connect your phone number to an IVR system, as these numbers have no rate limits.
- Distribute Call Volume: Avoid funneling all inbound traffic through a single phone number. Using multiple numbers can help balance the load and prevent triggering rate limits.