How Do You Manage Concurrency Across Business Locations?

Don't let callers get a busy line when one location gets a rush of calls. Concurrency Settings lets you decide how many calls each location can handle at the same time, inbound and outbound, and keeps spare capacity in a shared pool for whichever location needs it.

Manage Concurrency Across Locations Overview

Concurrency Settings allows Business users to manage how simultaneous AI Agent calls are distributed across their locations. You can view the total available concurrent calls, reserve inbound and outbound call capacity for individual locations, and monitor the remaining shared capacity in the Pool. Calls first use the assigned location's reservation and can borrow from the shared pool when that capacity is unavailable or fully in use. If additional capacity is needed, you can activate the Concurrency Limit add-on to increase the number of concurrent calls available.

Important notes

• Calls use their location's reservation first, then the shared pool.

• Add-on lines apply across all your numbers and AI Agents.

Before you start

• Add your locations first. See Locations — Set Time Zones, Hours and Addresses.

• Know roughly how many calls each location gets at its busiest time.

Understand the Concurrency Settings screen

Open Concurrency Settings

1

Go to Locations.

2

Next to Add Locations, select the settings (gear) icon.

Reserve concurrent calls per location

Without the add-on, you share the concurrent calls included with your locations.

1

In Reserve per Location, enter an Inbound number for each location — the calls it can receive at the same time.

2

Enter an Outbound number for each location — the calls it can make at the same time.

3

Check the Reserved and Pool cards.

4

Select Save.

Example: With 4 locations and 28 total, reserving Houston 5/2, Chicago 4/3, Dallas 4/3 and New York 6/1 uses all 28. The pool is 0, so no location can borrow extra capacity.

Activate the Concurrency Limit add-on

You can activate the add-on from two places:

• Concurrency Settings: select Buy more in Add-Ons on the Pool card.

• Add-Ons page: open Add-Ons from the menu. See Add-Ons — Review and Activate Optional Services.

1

In Activate Concurrency Limit, under How many additional concurrent calls do you need?, use − and + to choose how many extra concurrent calls you want.

2

Optional: expand Terms and Offerings to read what's included.

3

Select Confirm & Activate.

4

In the Confirm Payment window, review the details and select Yes Sure.

Result: The add-on is active. The extra lines are added to Total Available and apply across all your numbers and AI Agents. You can raise or lower the limit anytime from the Add-Ons page.

Manage concurrency after the add-on is active

1

Open Concurrency Settings again.

2

Check that Total Available now includes your add-on lines.

3

Update the Inbound and Outbound numbers for each location.

4

Select Save.

Example: 4 locations × 7 + 10 add-on lines = 38. Reserving Houston 6/2, Chicago 5/3, Dallas 5/3 and New York 7/1 uses 32, leaving 5 in the pool for any location that needs extra.

Verify your setup

• Reserved matches the sum of all Inbound and Outbound values.

• Pool equals Total Available minus Reserved.

• After reopening the panel, your saved values are still shown.

Troubleshooting

Frequently Asked Questions

Related Articles

• Set up locations, time zones and hours

• Manage your add-ons

• Call Logs