A CC route is a voice route that accepts outbound call center traffic. Be careful with the abbreviation: most carriers use CC for call center, but some still use it for calling card traffic. When you request or offer a route, spell it out.
Why many routes refuse call center traffic
Call center and dialer traffic has many short calls, many unanswered attempts and high call rates per second. On a route built for conversational traffic this lowers the average call duration (ACD) and the answer rate (ASR) the carrier reports to its own suppliers, so many routes do not accept it, or accept it only on dedicated capacity.
What carriers ask from call center traffic
- Minimum ASR and ACD. CC routes often set a floor, for example ASR above 40 to 45% and ACD of at least 25 to 30 seconds.
- CPS. The maximum call attempts per second your dialer sends.
- Channels. How many concurrent calls you need.
- CLI. Which caller IDs you will send and from which country.
Requesting a CC route
Tell us the destination, breakout, the CLI type you need, that your traffic is call center or dialer, your expected monthly minutes, CPS and channels. We will only propose routes that accept that traffic. Request a call center route.
Frequently asked questions
What does CC mean in VoIP?
In wholesale VoIP, CC usually means call center: a route that accepts outbound traffic from agents or dialers. Some carriers still use CC for calling card traffic, which has a different pattern and different prices. When you request or offer a CC route, spell out which one you mean to avoid a mismatch.
What is the best VoIP for a call center?
The best option is a route that openly accepts your traffic type, delivers the caller ID you need and gives enough channels and CPS for your agents. Price comes after that. Test with real calls, compare ASR and ACD with your current route, and check the billing increment, since short calls make 60/60 billing expensive.
Can I use a SIP trunk for a call center?
Yes. Most call centers connect their dialer or contact center platform to carriers over a SIP trunk. The trunk is only the connection; what matters is that the routes behind it accept call center traffic, give enough channels and CPS for your agents and dialer, and deliver a caller ID that people will answer.
How many channels does a call center need?
Plan about 1 to 1.5 channels per agent for manual dialing and 2 to 3 per agent for predictive dialing, then add a margin for peaks. To check, take the minutes of your busiest hour from recent CDRs and divide by 60: that gives the average number of calls in progress during that hour.
Which CLI type is best for call center calls?
Call centers usually need CLI or Local CLI routes, because people are more likely to answer a number they can see and call back. Present only numbers you own or are authorised to use. Non-CLI routes are cheaper, but answer rates are lower, which costs agent time on outbound campaigns.
Need a route?
Send the destination, route type and target rate. We reply with what we can deliver.