# 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