What counts
A simultaneous call (SC) is any external call happening at the same moment: someone talking to a customer, a caller listening to your menu, or a caller waiting in a queue. Calls between two staff extensions do not count.
Rules of thumb
| Business type | Typical SC per user | 20 users would need |
|---|---|---|
| Professional office (law, accounting) | 1 per 3 to 4 users | 8 SC |
| Clinic or busy front desk | 1 per 2 users | 16 SC (or 8 for smaller teams) |
| Sales team or dispatch | 1 per 1.5 users | 16 SC |
| Call centre with queues | 1 per user + queue | 24 to 32 SC |
Our builder starts at one SC for every two users, rounded up to the next licence size (8, 16, 24, 32, 48, 64, 96 or 128). You can override it.
How to check your own numbers
- Look at your current phone bill or call log for your busiest hour.
- Count the most calls that overlapped at once.
- Add 20 percent for growth and for callers waiting in your menu or queue.
What happens if you hit the limit?
The next caller hears a busy signal, or is sent to voicemail or an overflow number, depending on your settings. If it happens often, we will see it in the reports and suggest the next size up.
Quick answers
What is a simultaneous call?
Any call in progress at the same moment, inbound or outbound, including calls waiting in a queue. Internal extension-to-extension calls do not count.
What if we outgrow it?
You can upgrade to the next tier at any time. We pro-rate the difference.