# 22. What is the number of concurrent calls?

## Definition

In Stringee's service packages (including StringeeX Contact Center system and Stringee API/SDK product package), the definition of **"Concurrent Calls"** ( often abbreviated as "CCC Number") is defined as **all calls taking place on the system at the same time**, such calls include:

* **Inbound calls to the contact center at the same time**, including calls in the IVR tree, in queue, in voicemail status (leaving a message to the contact center), calls with an agent
* **Outbound calls out at the same time**, including calls out to meet customers, calls out and waiting for the customer to pick up, calls out and in voicemail status (leaving a message to the customer) 
* **Internal calls at the same time**, including calls for agents calling internally through extensions  
* **App-to-app calls**, OTP calls to customers using integrated packages

**For example, the system has the following number of calls at once:**

* **(1)** <mark style="color:red;">**2**</mark> customers are calling the contact center, of which 1 call has been received and is being exchanged. The other is ringing and waiting for the agent.&#x20;
* **(2)** Another agent is calling a customer&#x20;
* **(3)** Agent A is making an internal call to agent B&#x20;
* **(4)** The system is generating OTP calls to 3 customers to confirm OTP

**The total number of concurrent calls at the time being tested is:**

**(1) + (2) + (3) + (4) =&#x20;**<mark style="color:red;">**2 + 1 + 1 + 3 = 7**</mark>**&#x20;concurrent calls**

## Note

* **Limit the number of concurrent calls**, please **contact sales** for more details&#x20;
* If the number of **concurrent calls** **exceeds the registered limit**, calls exceeding that limit cannot be made, the error code returned is **"REACH\_PLAN\_LIMIT"**&#x20;
* If there is **a call from a customer to the hotline** (system/contact center), **the call goes to the agent's phone number** (call type is "Dump to agent's phone number") and will be calculated <mark style="color:red;">**1**</mark> concurrent call


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.stringeex.com/stringeex-tong-dai-cham-soc-and-quan-ly-khach-hang/en/iv.-frequently-asked-questions/22.-what-is-the-number-of-concurrent-calls.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.