Call Groups (sometimes known as hunt groups or ACD), offer customer calls to groups of users and/or devices. Call Groups are predominately a PBX/phone system feature, and they differ from traditional Contact Center Call Queues.
- Call Groups are designed for quickly connecting customers to available people, and taking immediate action (e.g. go to voicemail) if no one in the group is available to take the call.
- Call Queues on the other hand hold a caller in a "queue" behind other callers, and wait for someone to become available and answer the call, or route the call to a specific agent or agent's that have the skills to solve the caller's question.
Why are Call Groups limited to a maximum number of users/devices?
Customer Experience: Call Groups are best limited to a reasonable number of users/devices. Imagine if you've got a Call Group with 50 people in it and you've set the Call Group to Simultaneous Ring Everyone. 50 phones in the office would start ringing at the same time (very disruptive), and research suggests that over time less calls get answered, because everyone assume someone else will pick it up.
Call throughput. Making simultaneous calls places load not only Spoke's systems, but other systems such as Twilio, the telco carrier, etc. Most of these systems have a throughput limitation known as CPS - Calls Per Second.
Increasing Maximum Call Group Membership
For BYO Twilio Customers
Spoke can increase your Call Group membership limit to 50 users/devices per Call Group. This may require you to increase your Twilio CPS rating for calls. Your Account Executive will help you figure out the right choices and CPS rating for your business use-case.
For non-BYO Twilio Customers
If you did not deploy Spoke to your own Twilio account, then you are using the Spoke Cloud. By default every Spoke customer on the Spoke Cloud shares various resources. To make it fair for everyone on the Spoke Cloud, some functions are limited.
By default, Call Group membership for Spoke Cloud accounts is limited to 10 users/devices per Call Group.
You can get these limits increased by:
- Moving your Spoke account from the Spoke Coud to your own Twilio Account
- Upgrading your Spoke Subscription to increase your Call Group Membership limits.
Either way, contact your Spoke Phone Account Executive to talk about best options for you.