What is the default duration of incoming/outgoing calls? How can I increase this limit?

What is the default duration of incoming/outgoing calls? How can I increase this limit?

Applies to: Admins/Owners, Supervisors
Outcome: Know the default per-call limit, how it behaves on paid vs trial accounts, how to verify in logs, and how to request a change.

Defaults (per call)

  • Paid accounts: 60 minutes max per call. When the cap is reached, the system auto-disconnects the call.
  • Trial/demo accounts: Typically 10–15 minutes per call (varies by geography/route).
These limits help ensure platform stability and fair usage across customers.

What happens at the limit?

  • The live call ends automatically.
  • Calls → Logs will show a normal “call end” with the duration ≈ the cap (e.g., ~60:00).
  • Recording (if enabled) stops at disconnect; the file length matches the call duration.

Check your call’s duration & end reason (verify)

  1. Open Calls → Logs.
  2. Filter by time window and DID/department/user.
  3. Open the call detail; confirm Duration and end time.
  4. (If recorded) play or download the recording to see the length.

Expected result: The duration matches the configured cap (e.g., ~60 minutes on paid).

Can I increase or reduce the limit?

Yes—within policy and technical constraints. The available range may depend on region, telecom operator group, plan/edition, and fair-usage policies.

How to request a change (copy-paste email)

To: support@myoperator.co
Subject: Call duration cap change request — [Account/Company]
Body:

  • Current cap observed: [60 min / 10–15 min trial]
  • Requested new cap: [e.g., 75 min / 90 min / 30 min]
  • Direction(s): Incoming / Outgoing / Both
  • Affected departments/queues/users: [list]
  • Typical call scenarios: [e.g., onboarding, audits, long consults]
  • Region/operator (if known): [e.g., Delhi—TATA]
  • Urgency/impact: [e.g., customer onboarding sessions cut off]

You may also contact your Account Manager for plan-level options.

Practical tips & guardrails

  • Very long sessions: For calls expected to exceed the cap, schedule a brief reconnect or split into two parts with a planned break.
  • Transfers/consults: Transfers do not reset the elapsed time for the original call leg; plan long consults accordingly.
  • Recording size: Longer calls create larger recordings; ensure your storage/retention settings are appropriate.
  • Queues/SLAs: Extremely long single calls may impact agent availability and queue SLAs. Consider Follow-Up tasks + scheduled callbacks.
  • Compliance: Some routes/regions enforce stricter limits; increases might not be available on all carriers.

Troubleshooting

  • “Our call ended early.”
    • Check Calls → Logs duration; compare with your configured cap.
    • Confirm the disconnect wasn’t due to network loss or agent/caller hang-up.
  • “Recording stops before the call.”
    • Large files may take time to finalize; refresh and retry. If still short, note the call ID and contact Support.
  • “Cap change didn’t apply.”
    • Changes may be route/department-specific; confirm which flows were updated and retest with a fresh call.

FAQ (quick answers)

Q: Is the cap per day or per call?
A: Per call. There’s no daily talk-time roll-over.

Q: Does the cap differ for incoming vs outgoing?
A: Defaults are the same by direction on paid plans (60 minutes), unless customized.

Q: Will increasing the cap affect billing?
A: Longer calls may impact usage-based components depending on your plan. Review your Business Plan → Feature details.