The concurrent call limit sets the maximum number of simultaneous active calls allowed on a campaign. When the limit is reached, new inbound calls are either queued (if the call queue is enabled) or rejected with a callback.
How to set a concurrent call limit
- Go to Campaigns and open the campaign you want to configure.
- Find the Max Concurrent Calls field in the campaign settings.
- Enter the maximum number of simultaneous calls allowed.
- Click Save.
Leave the field blank or set it to 0 to allow unlimited concurrent calls. By default, campaigns have no concurrency limit.
What happens when the limit is reached
- Queue enabled: The caller is placed in the call queue and waits on hold until a slot opens. See Set Up Call Queues.
- Queue disabled: The caller hears a message and a callback is created automatically so your team can follow up.
Concurrency checking
SureConnect checks the current number of active calls against the limit using an atomic database operation. This ensures that two simultaneous inbound calls cannot both exceed the limit — even under high call volume.
Per-agent vs. per-campaign limits
The concurrent call limit on a campaign controls total calls across all agents on that campaign. Individual agents also have their own Max Concurrent Calls setting (default: 1) which limits how many calls a single agent can handle simultaneously. Both limits are enforced independently.