The PHONE_NUMBER vs LEAD method for 24-hour limits

The 24-Hour Called Count Limit Method has two values: PHONE_NUMBER and Lead. PHONE_NUMBER caps attempts to a specific phone number no matter which lead it belongs to. LEAD caps attempts against a single lead record, even if that record holds several numbers.

What each setting actually counts

Before every call, the system reads the count for the chosen unit and compares it to your limit. With PHONE_NUMBER, the unit is the dialed phone number itself. If 555-1234 shows up on five different leads in your data, all attempts to 555-1234 add up to one shared count. Hit the cap on any of those leads and the number stops dialing everywhere.

With LEAD, the unit is the record. The system only asks whether that one lead has reached the max. A single lead carrying a home, work, and cell number could still get more total calls, because each call is checked against the record, not against the individual numbers.

When PHONE_NUMBER is the safer pick

Most dialing operations end up with the same person across several leads. Data gets bought from more than one source, a lead gets re-uploaded, or a household member fills two forms. If you care about how many times a real human's phone rings, PHONE_NUMBER is the honest count, because it ignores how your records are split.

This matters most where the rule you are following is written per phone number per rolling 24 hours, which is how several jurisdictions frame their caps. Counting by lead would let duplicates slip past the intended limit. We walk through one such rule in our piece on the per-state Florida override.

When LEAD is enough

LEAD can be fine when your data is clean and de-duplicated, each person has exactly one record, and you mainly want to stop hammering a single contact during one window. It is lighter conceptually and easy to reason about. The risk is purely the duplicate problem above: if the same number rides on multiple leads, LEAD will not catch the combined total.

Choosing the method

flowchart TD
  A[Pick the method] --> B{Same number on many leads}
  B -->|Yes| C[Use PHONE_NUMBER]
  B -->|No| D{Rule is per phone number}
  D -->|Yes| C
  D -->|No| E{Records fully de-duped}
  E -->|Yes| F[LEAD is acceptable]
  E -->|No| C

The method works hand in hand with the scope setting, which decides whether the count spans the whole system or just this Campaign's lists. The two combine, so think about them together; our system-wide vs campaign-lists scope writeup pairs nicely with this one.

Whichever method you choose, this is a pacing tool sitting on top of the dial-method your campaign already uses. It does not replace DNC (do not call) screening, your state-dnc files, or the tcpa side of consent. A lead can be under the call cap and still be off-limits for other reasons, so keep those checks separate in your head.

The right method depends on how your records are built and which rule you must follow, so confirm specifics with a telecom lawyer rather than guessing. For the wider set of dialing controls, see our phone-based functions guide. On VICIfast a dedicated dialer is yours in under 40 seconds, so you can A/B both methods against your own data; see pricing here.