Concurrent Calls refer to the ability of an incident management system to handle multiple incoming phone calls simultaneously. For a popular service, a major outage often triggers a flood of calls from different users at the same time. A system with high concurrency can manage these by either routing them to multiple responders at once or placing them into an organized queue with hold music and IVR options.
Key Benefits of Handling Concurrency
- No Busy Signals: Ensures that customers never get a "busy" tone during a crisis, which can lead to panic and frustration.
- Parallel Triage: Allows multiple engineers to talk to different stakeholders at once, gathering more data in a shorter amount of time.
- Queue Management: Allows the system to play an automated message ("We are aware of the API outage and are working on it") to all callers simultaneously.
The All Quiet Bridge
All Quiet is built for high-scale incidents, comfortably handling concurrent calls without breaking a sweat. When your service is under pressure, All Quiet manages the incoming call volume by following your escalation policies. We ensure that every call is caught, whether through a live responder or an automated "Incident Aware" message.
