Outbound Campaign Capacity and Dialing Overview
1. Key Definitions
Calls Per Second (CPS)
The rate at which outbound calls are initiated. CPS represents the maximum number of call attempts that can be started per second.
Channels
The total number of concurrent call sessions that can exist at any given time, including both dialing and connected calls.
Call Volume
The total number of calls planned for a campaign over a defined period (daily, weekly, or monthly).
Example
A telecom provider may allocate 35 CPS with 1,000 channels. This means:
- Up to 35 new calls can be initiated every second.
- A maximum of 1,000 concurrent call sessions can exist at any given time.
2. Dialing Behavior in IraVoice
IraVoice initiates outbound calls at the configured CPS rate (for example, 35 CPS).
As calls are placed, channels are gradually occupied. With 1,000 available channels and a dialing rate of 35 CPS, channel capacity is typically reached within approximately 30 seconds.
When Channel Capacity Is Reached
- New call attempts are placed in a queue.
- Additional dialing resumes only when active channels become available.
- Channel availability is determined by call completion, rejection, or disconnect events.
Typical Connect Rate
In India, approximately 35–40% of dialed calls are answered and connected. Connected calls generally occupy channels longer than unanswered or failed call attempts.
3. Factors Affecting Campaign Throughput
Actual campaign throughput depends on the following factors:
| Factor | Description |
|---|---|
| Channels | Number of calls that can run concurrently. |
| Call Duration | Longer calls keep channels occupied for extended periods. |
| Answer/Connect Rate | Higher connect rates increase channel occupancy because connected calls last longer. |
| CPS | Determines how quickly new call attempts can be initiated. |
These factors collectively influence the total number of calls that can be processed during a campaign.
4. Regulatory Considerations (TRAI)
According to TRAI regulations:
- 140-series numbers must be used for telemarketing and promotional calling campaigns.
- 160-series numbers are generally reserved for transactional and service-related communications.
click here for more information on TRAI Regulations.
Impact on Campaign Operations
Regulatory requirements affect:
- Number provisioning and allocation
- Campaign configuration (including permitted calling hours)
- Compliance and governance for outbound dialing activities
Organizations should ensure that the appropriate numbering series is used based on the nature of the communication to remain compliant with TRAI guidelines.