The Call Path Model is a capacity-based calling plan offered through the net2phone Canada Sync platform. Rather than using a traditional bundle plan, the Call Path Model determines how many calls your organization can support simultaneously across standard and burstable channels.
Does your account use the Call Path Model?
Most Sync accounts do not use the Call Path Model. If the Call Paths page does not appear in your Settings Portal, your organization is likely using a different calling plan.
Access the Call Path configuration page
Sync Administrators can access the Call Path configuration page directly through the Sync Settings Portal.
To access the Settings Portal from the main Sync app:
- Click your Profile icon in the top-right corner.
- Click Admin Settings from the right slideout menu.
The Settings Portal opens in a new browser page. - From the Settings tab, click the Call Paths subpage.
Understand Call Path channels
Channels represent concurrent call capacity. Channels determine how many calls an organization can support simultaneously, not how many users, extensions, or devices it can have connected at a time. An organization may have many desk phones, browser sessions, desktop apps, and mobile devices connected to Sync. Connected Sync devices can remain available and online, while only a predetermined number of calls can be active at one time.
Standard channels provide the organization’s regular capacity for simultaneous inbound and outbound calls.
Burstable channels provide additional capacity when all standard channels are already in use.
A Sync Admin can increase or decrease the number of burstable channels currently configured for the organization. This flexibility allows the business to adjust its call capacity during seasonal periods, campaigns, events, or other temporary increases in call volume.
Maximum burstable allowance
The organization’s Call Path Plan includes a maximum number of burstable channels established by net2phone Canada during onboarding. A Sync Admin can adjust the configured burstable channels from 0 to their allotted maximum, but cannot exceed the burstable channel allowance included with the organization’s plan.
The number of burstable channels currently configured in Sync may be lower than the maximum number available under the organization’s Call Path Plan.
How Call Path capacity works
Calls first use the organization’s standard channels. When all standard channels are occupied, additional calls begin using the configured burstable channels.
When all standard and configured burstable channels are occupied, the organization has reached its current call capacity. No additional calls can be completed until a channel becomes available.
Reaching the current capacity limit does not necessarily mean the organization has reached the maximum number of burstable channels allowed by its Call Path Plan. A Sync Admin may still be able to configure additional burstable channels.
Example use case: ABC Golf
ABC Golf Course normally uses 4 standard channels for its desk phones and softphone apps. The regular call traffic is low because most clients use the organization’s online booking services. ABC Golf configures 2 burstable channels for occasional increases in call traffic. With this setup, the organization can support up to 6 simultaneous calls while additional connected devices remain online and available.
During onboarding with net2phone Canada, ABC Golf selected a Call Path Plan that allows up to 10 burstable channels.
Before the busy spring season, the ABC Golf Sync Admin increases the configured burstable capacity from 2 to 8; this change increases the organization’s total concurrent call capacity from 6 to 12 while leaving 2 additional burstable channels available under the plan.
ABC Golf can configure Burst Notifications and Capacity Limit Notifications to alert selected Team Members when the organization begins using burstable capacity or reaches its current call capacity.
After the seasonal increase ends, the Admin can reduce the configured burstable channels back to 2.
Manage burstable channels
Sync Admins for organizations using the Call Path Model can review and adjust their configured burstable channels in the Settings Portal.
From the Call Path configuration page:
- Using the input arrows, increase or decrease the number of burstable channels.
- Click the checkmark to apply the newly configured number of burstable channels.
The configured burstable channels cannot exceed the maximum included with the organization’s Call Path Plan. Contact net2phone Canada if the business requires a higher maximum.
Manage Call Path notifications
Calls are blocked when all standard and configured burstable channels are full. Sync Admins can configure notifications to help selected Team Members identify when call traffic is using burstable capacity or has reached the organization’s current limit.
Burst Notifications
Burst Notifications alert selected Team Members when all standard channels are occupied and calls begin using configured burstable channels.
These notifications help the organization identify when its usual call capacity has been exceeded, even though calls continue to be completed through burstable capacity.
Capacity Limit Notifications
Capacity Limit Notifications alert selected Team Members when all standard and configured burstable channels are occupied.
At this point, the organization has exhausted its currently configured capacity. The Sync Admin can review call activity and, when permitted by the Call Path Plan, increase the configured burstable channels.
Add a Call Path notification
Notifications help administrators identify capacity pressure, but they do not add channels or recover calls that could not be completed after the current limit was reached.
From the Call Path configuration page:
- Locate Capacity Limit Notifications or Burst Notifications.
- Click Add Notification.
- Using the dropdown menu, choose Once an Hour or Once a Day for the alert frequency.
- Choose Simple Text or HTML for the email notification format.
- Select the Team Members who should receive the notification.
- Click Add Notification to save.
Existing notifications can be edited, deleted, enabled, or disabled from the Call Paths page.
Respond to a capacity notification
When a Burst Notification or Capacity Limit Notification is received, the Sync Admin should:
- Review whether the increased call traffic is temporary or ongoing.
- Confirm the number of burstable channels currently configured.
- Increase the configured burstable channels if additional capacity is available under the Call Path Plan.
- Contact net2phone Canada if the organization requires more capacity than its current plan permits.
For seasonal businesses, reviewing the configured capacity before known busy periods can help reduce blocked calls and ensure sufficient capacity is available when call volume increases.