Contact-frequency budgets · LendEasy Docs

A contact budget turns call history into real-time debt-scoped capacity — a lender's configured ceiling, never a legal permission to spend it down.

A contact budget tracks how often a borrower has already been reached and tells the platform how much capacity is left before the next attempt — in real time, at the moment somebody proposes one. The fastest way to misuse it is to read it as an allowance. Three attempts remaining looks like three calls owed, and a floor that works every borrower down to zero has turned a ceiling into a target. A budget is an operational control derived from interaction history and effective rules, and it overrides nothing: consent, inconvenient-time, cease, representation, bankruptcy, purpose, and channel restrictions all outrank it.

The interaction-scheduling and dial-authorization routes compute and consume this budget internally, so capacity is spent by the operation that actually places a call. A standalone explanation API is described at the end of this page.

the rule's question

Per-debt counters

Rolling placed-call events for that debt
The conversation window that debt opened
Harbor and any other debt Maya holds count separately

the borrower's question

Customer-level overlay

Total intensity across every debt at once
On top of the per-debt counters, never instead of them

Both are visible, and the second is why the first cannot be gamed: holding two debts does not become a reason to call Maya twice as often.

A presumption is not a call allowance

For covered debt-collection telephone calls, 12 CFR 1006.14(b) creates presumptions around:

placing more than seven telephone calls within seven consecutive days in connection with collection of a particular debt; and
placing a telephone call within seven days after a telephone conversation about that particular debt, subject to the rule’s details and exceptions.

LendEasy can encode a lender policy that blocks at or before those boundaries. The product calls that a configured hard budget rather than restating the regulation as a universal permission for seven calls. A platform that shipped the number as law would hand every lender the same ceiling regardless of their own approved policy, their state overlays, or the particular debt in front of them — and would leave each of them defending a figure they never chose.

A blocked attempt is not a placed call

Event	Typical configured treatment
Provider dial request placed	Count when the call is actually placed.
Blocked before provider invocation	Record, but do not count as a placed call.
Busy, no answer, or voicemail path	Count as a placed call under applicable policy.
Inbound customer call	Record; evaluate separately from an outbound placed call.
Telephone conversation	Record and establish any configured post-conversation window.
Duplicate provider callback	Deduplicate by provider event reference.
System test call	Exclude only under explicit non-customer test controls.

Exact legal and policy treatment remains rule-versioned rather than hard-coded in the event model. A counting rule welded into the events themselves cannot be changed without rewriting history, and a lender who tightens policy in March would find last year’s calls silently recounted under this year’s rule.

Two workers, one slot, one call

Two workers can reach for the last available slot at once — two agents, or an agent and a person. Reservation and execution consume capacity in one step, so one call proceeds and the other receives a current block or conflict. The counter on a screen was drawn before the other worker dialled. Only the operation that places the call spends the capacity, which is what stops two honest workers from producing the one call that crosses the limit.

“Attempts remaining” means only that this one budget has capacity under current facts. It is not a legal conclusion or general authorization to call.