Service Cloud Voice Implementation Guide

Overview
Examples of Common Use Cases
Contact Flows
Lambda Functions
Telephony Integration REST API
Toolkit API
Limits and Scaling
Org Limits
Customer Example
Best Practices for Error Handling
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Service Cloud Voice Org Limits

Service Cloud Voice observes the following limits for each org.
What Description Limit Notes
Concurrent phone calls Maximum number of voice calls occurring in a single org at one time. 1,000 calls at the same time per org
  • Includes both inbound and outbound calls.
  • Transferred calls are considered to be a continuation of the original call.
Phone calls per second Maximum number of phone calls initiated per second. 50 calls initiated per second per org
  • Includes both inbound and outbound calls for a single org.
  • This limit is intended to protect against robocalls and spam calls to maintain the integrity of the service.
Utterances per second

Maximum number of utterances that can be transcribed at the same time per org.

Utterances are phrases spoken in conversation. When Amazon generates a real-time call transcript, it transcribes the conversation utterance by utterance.

 200 utterances at the same time per org
  • Includes both inbound and outbound calls.
  • For example, if there are 600 calls occurring simultaneously and each call generates an utterance every six seconds (assuming that the agent or customer speaks for six seconds and then pauses for one second), then 100 utterances are generated per second. (600/6=100)