A group's hours are its members'
agent_working_hours, and holidays live in
company_holidays / agent_holidays. Telephony reads them so there
is only one place to edit.
Pacing — Power mode
The dialer places exactly one outbound attempt per available agent — zero abandoned calls; it never over-dials. (Predictive over-dialing is intentionally off: it trades agent idle-time for "abandoned" dead-air calls, which the FTC caps at 3%.)
Dialing hours & quiet hours
The power dialer only places calls inside the windows set in Settings → Dialing hours, and never outside 8am–9pm in the contact's local time (TCPA). Company holidays send inbound straight to voicemail.
Caller-ID reputation & the effective cap
Each DID has a base daily ceiling (default 75), but the effective cap adapts to reputation. Telnyx Number Reputation (carrier-sourced: spam-risk low/medium/high + connection/engagement/maturity scores) is the authoritative signal; our own answer-rate score is the fast leading indicator between refreshes. A healthy number keeps its full cap; high-risk is throttled to ~25%, medium to ~60%; a poor connection score throttles even when risk reads low. A fresh or recovered number also warms up from 20% → 100% over 7 days (this stacks on top). Flagged numbers can be sent to remediation from Routing → Numbers. Skipped and manual dials never count toward the cap.
Queue order
The Payment Queue is an active-client collections list — not scored like prospects. It's ordered most-overdue first (days past due), then never-contacted; ready callbacks surface to the top, and cooling-down / DNC cases are suppressed.
Per-case cadence floor (anti-harassment)
A hard floor on how often one case is contacted — at least N hours between attempts and no more than M attempts per rolling window, with a fresh-surge allowance for newly past-due cases (set in Settings). It does not loosen with reputation — over-contacting individuals is itself what generates the spam complaints that wreck caller-ID reputation. A STOP/DNC reply suppresses both SMS and voice.