Dialing rate & concurrency

When you launch a campaign you control how fast it dials. Two numbers decide how a campaign behaves: attempts per second — how quickly calls go out — and concurrency — how many conversations are live at the same time. Setting them well keeps a campaign moving without overwhelming your phone numbers, your telephony channels, or your plan’s limits.

Attempts per second (CPS)

An attempt is a single dial to one contact. Attempts per second — sometimes called CPS (calls per second) or APS — is how many new dials the campaign starts each second. It’s the Attempts per second field in the campaign wizard, and defaults to 2.

The same limit is often quoted as APM (attempts per minute): APM = 60 × APS. Sarvam enforces the per-second ceiling — a 5 APS limit means no more than 5 attempts in any single second. You can’t bank a quiet minute and spend it as a burst.

• A higher rate works through your list faster; a lower rate is gentler on your numbers.
• Every dial is an attempt, whether or not it connects — busy, no-answer, and failed calls all count.
• Retries are attempts too. Every retry you configure adds more dials on top of the first pass, so retries increase your effective dialing load.

Concurrency

Concurrency is how many conversations are live at the same moment. On the Sarvam side, a call occupies a concurrency slot from the moment the agent and caller start speaking until the call ends — for the full talk time of a connected call. Dialing and ringing hold no agent concurrency slot; an unanswered attempt never consumes one.

You don’t set concurrency directly — it follows from how fast you dial, how often calls connect, and how long they last:

concurrency ≈ attempts per second × connect rate × average talk time

Telephony channels

Telephony providers express the same pair of limits — a dial rate (CPS) and a pool of channels (concurrent call paths). Which kind of channel you have changes how much capacity you need:

agent_concurrency   = APS × connect_rate × talk_time
streaming_channels  = agent_concurrency
SIP_channels        = APS × (1 − connect_rate) × ring_time  +  APS × connect_rate × talk_time

CPS calculator

Work out the attempts per second a campaign needs to clear a cohort — including its retry tail — inside a target time window.

Every contact is dialed once. Each retry round only re-dials the contacts that didn’t connect, so the number of attempts shrinks by the connectivity rate each pass.

Plan limits are shared

Your plan sets ceilings on both total attempts per second and total concurrency, and those ceilings are shared across everything that dials — every campaign, instant outbound, and inbound traffic.

• Two campaigns running at 2 APS each count as 4 APS against your limit.
• When combined activity pushes past a ceiling, new calls are queued or rejected — so leave headroom rather than running at 100%.
• Inbound arrives on its own schedule, so reserve capacity for it explicitly when you also run outbound.

Picking a safe rate