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Mid-morning, a healthcare customer’s call-centre starts seeing 503 Service Unavailable on outbound dials. The carrier’s SBC concurrent-call counter for that customer is sitting on the contracted ceiling. The carrier needs to confirm the traffic is legitimate, expand the trunk, push the change without disrupting active calls, and update the billing. Assign the agent the case from intake to verified calling: gather usage evidence, coordinate the capacity decision, track approved carrier and SBC work, then reconcile the customer notice and billing record. Use the full support loop to define which actions its connections permit and which require an engineer or commercial approval.

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Systems involved

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Technical playbook

1

Confirm exhaustion is the cause

Copilot pulls the SBC’s concurrent-call counter for the customer and the rejected-call log. Pattern is unambiguous: rejections fired the moment the counter touched the ceiling, repeatedly, across the morning.
2

Confirm traffic is legitimate

Pull the call pattern from Voipmonitor for the morning. Outbound calls to a normal distribution of customer-service destinations, ASR (Answer Seizure Ratio) is normal, no pumping pattern. The customer is just busier than their contract allows.
3

Notify the customer fast

Through Gmail, send the customer a short note: we’re seeing capacity exhaustion, your calls are being briefly rejected, here’s what we recommend (uplift your CIC), if you approve we can do it within the hour. Phone call also placed to the customer’s IT contact.
4

Customer approves

Customer agrees to a 25 percent uplift. The PSA opportunity is created and won; billing rules will reflect the new ceiling from the change date.
5

Coordinate with carrier

Through the Bandwidth connector, request the trunk uplift. The carrier confirms within 15 minutes. New CIC ceiling: 250.
6

Push the SBC change

SSH to the SBC. Stage the customer’s trunk’s new call-admission control limit. Approval prompt shows the diff. Push. Active calls are unaffected; new calls now succeed up to 250 concurrent.
7

Validate

Copilot watches the rejected-call counter for 30 minutes. Rejections drop to zero. Concurrent-call counter peaks at 217 during the lunch rush — comfortably inside the new ceiling.
8

Update billing

Update the customer’s billing record with the new CIC count and the effective date. The next invoice picks up the prorated change automatically.
9

Confirmation email

Gmail confirmation to the customer: change applied, validated, here’s the new ceiling, here’s the new monthly. Saved memory: “Customer ACME healthcare runs 23 percent above their contracted CIC during open-enrollment season — review every September.”

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Support outcome

  • The customer-authorized capacity change is reconciled across carrier, SBC, and billing records.
  • Call tests and current counters verify the service result after the change.
  • The customer response explains the completed work, validation, and any remaining capacity planning.

Procedures

Trunk capacity expansion runbook with tenant code as the argument.

Memories and search

Save seasonal patterns so the next year is proactive.