IC Knowledge Base

Call Capacity Management

Call Capacity Management


The Call Capacity Management feature can be used to control the call traffic associated with a specific Site and/or group of Users by limiting the number of concurrent calls that can be made to or from the Site.

The Call Capacity Management feature is applied to a Site by a CP Administrator or Company/Site in Business Portal. This feature can be used to give preference to high call volume areas within the customer’s business. For example, by giving Call Centre Agents a larger allowance for concurrent calls and giving a smaller allowance for concurrent calls to general administrative areas


Each Call Capacity Group created through Business Portal specifies the maximum number of concurrent calls for all users at the site. It can be configured to specify subtotals within this maximum limit for concurrent incoming calls, and for concurrent outgoing calls.

The maximum number of concurrent calls should be set to match the number of calls the available bandwidth at the Customer’s premises can support.  When the configured Call Capacity is reached a ‘403 Forbidden’ SIP message is returned for the next call attempt and the User or incoming caller is presented with the correct treatment.

Users within the Site can be assigned to or removed from Call Capacity Groups as required by a Group or Company Administrator. Users can be assigned to or removed from Call Capacity Groups at any time.

Note that capacity settings for individual SIP Trunks at a site can be managed within the Trunks feature. If both features are configured for a site, ensure the settings do not conflict.


  • Navigate to Sites (Select Site) > Features > Call Capacity Management and click Configure

  • Select the +Add button

  • Create a Group Name, i.e. Inbound Sales
  • Place a tick in the Default Group box if you want all new users added in future to be automatically added to this group. You can only have one default group per site.
  • Enter the Max Active Calls which should match the total number of simultaneous calls that this Site can take, typically linked to the available bandwidth. You then have the option to split the total amount between Max Incoming Calls and Max Outgoing Calls. 

  • Select the Available Users that you want to add into the group by putting a tick in the radio button next to each user followed by the +Add button which will then move the users to the Assigned Users
  • Click Save to activate the group. You can create more groups by repeating the process.

0 (0)
Article Rating (No Votes)
Rate this article
Attached Files
There are no attachments for this article.
There are no comments for this article. Be the first to post a comment.
Security Code Security Code
Related Articles RSS Feed
Account Codes
Viewed 1146 times since Mon, Feb 15, 2021
Call Pickup Groups (Site)
Viewed 993 times since Mon, Feb 15, 2021
Authorization Codes
Viewed 1042 times since Mon, Feb 15, 2021
Time Schedules
Viewed 1056 times since Mon, Feb 15, 2021
Hunt Groups
Viewed 1248 times since Mon, Feb 15, 2021
Call Logging
Viewed 1031 times since Mon, Feb 15, 2021
Contacts / Central User Phone Book
Viewed 1535 times since Fri, Feb 12, 2021
My Room Bridge
Viewed 959 times since Mon, Feb 15, 2021
Voice Recording (Site)
Viewed 1448 times since Mon, Feb 15, 2021
Calling Plans
Viewed 1028 times since Mon, Feb 15, 2021
Internet Central Limited, Innovation Centre 2, Keele Science Park, Keele, Staffordshire ST5 5NH
Registered Office: Ivy House Foundry, Hanley, Stoke-on-Trent, ST1 3NR
Registered in England: Reg No. 03079542 VAT Reg No. GB 278 923 705
Contact Us |Terms & Conditions |Legal, Privacy and Cookies
All prices exclude VAT E.&O.E © 2015 Internet Central

All trademarks and logos appearing on the site are the property of their respective owners