Intelligent Solutions

Relaxed channel limits

Simon Woodhead

Simon Woodhead

5th July 2016

We’ve mentioned before how anyone purporting to offer you “unlimited channels” or “unlimited free calls” are, in our experience, either telling fibs or reckless. Channel limits are a critical way we protect customers from each other and, due to the granular way we enable them, they’re a crucial element of our fraud controls – So channel limits are good!

Sometimes though, they can get in the way; customers have unexpected traffic bursts that they’d like us to handle, and it makes sense all round we do – if we can do so without affecting other customers.

So, with all that in mind, our systems will now ignore account channel limits – both inbound and outbound – where it is viable for us to do so. We determine when this is in code but in round-about terms it is when the network is 100% available and quiet. Because this is so dynamic you should not rely on it being possible and in QoS terms we’d consider it “below best efforts”.

As a reminder of how we treat channel limits for different accounts please see the following table or this blog post.:

Developer Best efforts n/a n/a
Startup Best efforts n/a Below best efforts
Virtual Interconnect Reserved Best efforts Below best efforts
Managed Interconnect Reserved Best efforts Below best efforts

Please note: None of the above affects the quality of routing used, simply the priority given to the call being allocated a channel. The above also assumes 100% network availability, in the event of a major outage that wipes out our pre-planned headroom, we will reduce Primary Channel limits by a factor; this is why higher tier accounts have a notion of Primary and Backup channels.

Now, given that our channel limits are also a fraud mitigation feature there’s a few exceptions to this relaxation:

  • Account rate limits do not change, only channel limits
  • Account channel limits for international calls default to the primary channel limit.
    You can edit this as required
  • Trunk channel limits continue to work as you define them;
    it is only the account-level channel limits that will be relaxed.

We hope this helps and naturally look forward to your feedback.


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