Service Cloud Voice Implementation Guide

Overview
Contact Flows
Examples of Common Use Cases
Lambda Functions
Telephony Integration REST API
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
Org Limits
Customer Example
Best Practices for Error Handling
Monitor Transcription-Related Limit Errors
Concurrent Call Limit Errors
Monitor VoiceCall Limit Errors
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Concurrent Call Limit Errors

There is a maximum of 2,000 concurrent calls at a single time in an org. This maximum includes both inbound and outbound calls. So, what happens on the 2,001st concurrent call? It depends on whether the call is inbound or outbound.
If the call is inbound (that is, a call is coming into the system):
  • The system can’t create a VoiceCall record until the total number of concurrent calls falls below the limit.
  • The call fails because the VoiceCall record can’t be created.
  • The agent doesn’t realize that the call has failed because the call never gets through to the agent.
  • The Lambda function throws the following error message: “We can’t make or receive calls right now because your org has exceeded the maximum number of concurrent calls. Contact your Salesforce admin for help.”
If the call is outbound (that is, the agent is trying to make a call):
  • Salesforce handles the error and displays this error message to the agent: “We can’t make or receive calls right now because your org has exceeded the maximum number of calls per second. Try again in a few minutes, or contact your Salesforce admin for help.”
  • The agent can wait a few minutes and try again.