Updates on Channel lines effective 1st September, 2016
Lines were counted as two: Incoming line (customer to server) and outgoing line (server to agent).
Now, the incoming and outgoing lines have been merged into a single channel line. For example, if your business has 5 channel lines then, the number of calls that can land on your server at one point in time is 5. The 6th and subsequent call will be dropped and will be treated as a lost call.