When the same person keeps calling back, I do not pick up forever. By default, I accept 3 calls from the same number over the last 12 hours, for your whole agency. On the 4th, the caller hears a fixed announcement and I do not take the call. You can tighten, relax or turn off this limit.
Set the limit#
- Open Settings → Telephone → Lines.
- In the Repeat callers card, choose Calls allowed: the number of calls I accept from the same number, from 0 to 50.
- Choose Within hours: the period over which I count them, from 1 to 168 hours (one week).
- Click Save in the card.
Your situation | Suggested setting |
|---|---|
Someone is harassing you on the phone | Lower Calls allowed, for example to 1 or 2, and extend Within hours, for example to 24 |
A cold caller insists every day | Within hours at 168: I count their calls over the whole week |
Clients often call back, and that is normal | Raise Calls allowed, for example to 6 or 10 |
You never want to refuse a call | Calls allowed at 0: the limit is off |
What a refused caller hears#
I do not improvise an answer. Before the conversation even starts, the EVA switchboard plays a fixed announcement, in your organisation’s default language:
Organisation language | Announcement |
|---|---|
French | « Désolé, nous avons déjà pris plusieurs appels de ce numéro. Merci de réessayer plus tard. » |
Dutch | « Sorry, we hebben al meerdere oproepen van dit nummer aangenomen. Probeer het later opnieuw. » |
Any other language | « Sorry, we have already taken several calls from this number. Please try again later. » |
The text does not change with the number of calls or the period you choose, and you cannot edit it. It plays again on every new attempt while the person is over the limit.
How I count calls#
- Per caller number, across all your lines: if Marc Dubois (+32 2 098 76 54) calls two different lines of your agency, his calls add up.
- Over the last 12 hours, on a rolling basis: each call I take counts for 12 hours, then drops out. There is no reset at midnight.
- A refused call does not count: calling back during the block does not extend the wait.
Example with the default setting: Marc calls at 9:00, 10:00 and 11:00. At 14:00, his 4th call is refused. Around 21:00, the 9:00 call drops out of the count: he can reach me again.
What about my test calls?#
- A test in Settings → Telephone → Tests is never refused by this limit.
- If you fill in Caller number (optional), the test then counts as a call from that number. Left empty, it does not count.
- Old tests under Test v1 do not count.
- Calling your number to try it, even yourself, counts as a real call. If you make many tries from the same phone, raise Calls allowed while you test.
Good to know#
- If a client tells you Eva “hung up on them” or “won’t take their calls any more”, check this setting first.
- This limit applies to phone calls, not to WhatsApp, email or chat.
- What I say during a call is set elsewhere: see where to edit my instructions.