3CX License Limit Reached Issue

[Kwang Mien]

Hi,

Our 3CX Server is on Professional Annual License 8 SC.

The system should be able to support 8 concurrent call, but there are cases when our users heard "License limit has been exceeded" error when making calls
when there are no other calls at that time. Calls cannot be connected due to this.

Can anyone advise how to resolve this issue ?


Details of our 3CX Server

3CX Version
Professional Annual version 16.0.622

Server OS, e.g. Debian 9 / Windows Server 2012 R2 / Raspberry Pi
Debian 9

Is the 3CX Server Hosted and where?
3CX Server hosted in our datacentre


Regards,
Kwang Mien

 

[AWS2P]

If you heard this message then all licence path are used, SC are not only incoming or outgoing calls, but also internal, Q waiting etc...
So if this is very often you have this message, you need to updgrade to 16SC licence.

 

[Alphabetic]

If you look at the call logs or activity logs you'll see all the calls happening at once. Dont forget, SC calls include EXT to EXT, EXT to Voicemail, conferencing, attended transfers (temporarily until call is passed).

 

[Kwang Mien]

If you heard this message then all licence path are used, SC are not only incoming or outgoing calls, but also internal, Q waiting etc...
So if this is very often you have this message, you need to updgrade to 16SC licence.

i have analyzed the call logs and there is only 1 call at that time.
Can advise what could be the issue ?

Thanks.

If you look at the call logs or activity logs you'll see all the calls happening at once. Dont forget, SC calls include EXT to EXT, EXT to Voicemail, conferencing, attended transfers (temporarily until call is passed).

Below is a screenshot of the Activity Logs. I have 2 questions.
a. I noticed there is a lot of 487 Request Terminated/INVITE call to different extensions. What are these calls ?

b. the screenshot shows license limit reached and there are 5 active call. However our License is 8 concurrent call. why was the limit reached as it is less than 8 ?

08/25/2020 3:37:44 PM - [CM503003]: Call(C:2291): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

08/25/2020 3:37:44 PM - [CM503003]: Call(C:2291): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063

08/25/2020 2:47:19 PM - [CM503003]: Call(C:2285): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

08/25/2020 2:47:11 PM - [CM101006]: License Limit: Number of simultaneous calls covered by current license has been exceeded. Call(C:2286) from Extn:006 has been rejected. Active calls: [2274,2281,2284,2285,2286]

08/25/2020 2:46:50 PM - [CM503003]: Call(C:2284): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063

08/25/2020 2:46:50 PM - [CM503003]: Call(C:2284): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

 

[Alphabetic]

Typically 487 means the caller hung up before the call was answered.

So, that would mean if you have 5 active calls and 4 callers trying at the same time (call not answered but has exceeded 8SC)

Try reducing your SIP trunk maybe? Otherwise upgrade your license.

 

[AWS2P]

that's not possible you had only one call and your license notified that you reach maximum SC.

how many sip channels do you have ?
Do you use Q ?
Parking?
lot of internal calls ?
IVR ?

 

[Kwang Mien]

that's not possible you had only one call and your license notified that you reach maximum SC.

how many sip channels do you have ?
Do you use Q ?
Parking?
lot of internal calls ?
IVR ?

Typically 487 means the caller hung up before the call was answered.

So, that would mean if you have 5 active calls and 4 callers trying at the same time (call not answered but has exceeded 8SC)

Try reducing your SIP trunk maybe? Otherwise upgrade your license.

We upgraded the license from 4 to 8 SC last week. Although it is showing 8 in the License settings, the new license may not have taken into effect. That is probably the reason why it failed the 5th active call.

Is there anyway to check whether the new license has been loaded properly ?

 

[Kwang Mien]

that's not possible you had only one call and your license notified that you reach maximum SC.

how many sip channels do you have ?
Do you use Q ?
Parking?
lot of internal calls ?
IVR ?

Our call traffic is low. As can be seen in the Activity Logs,and I have also verified the Call logs.
We are currently using 8SC upgraded from 4SC.

 

[AWS2P]

did you recently upgraded to 8SC? is the dashboard reflecting 4SC or 8SC informations?

 

[AWS2P]

if you have always 4SC displayed on console , then try to refresh clicking on license item on dashboard

Also are you sure you did an upgrade on existing key and not buying a new key ?

 

[Kwang Mien]

did you recently upgraded to 8SC? is the dashboard reflecting 4SC or 8SC informations?
View attachment 17620

under the Dashboard, it is showing only 4 SC. but in the License Settings is showing 8.

We started with Enterprise License with 32SC. It was downgraded to Standard License 4SC. And recently, we bought a new Professional Annual 8SC. I replaced the Standard License 4SC with this Professional Annual 8SC under Settings->License->Replace License Key.

Anyway to rectify this issue ?

 

[Kwang Mien]

if you have always 4SC displayed on console , then try to refresh clicking on license item on dashboard

Also are you sure you did an upgrade on existing key and not buying a new key ?

we bought a new Professional Annual 8SC. I replaced the existing Standard License 4SC with this Professional Annual 8SC under Settings->License->Replace License Key.

Is this the way to upgrade the license ?

 

[AWS2P]

So if I well understand you bought a new 8SC Pro key and not done an upgrade from your 4SC STD ? am I right?
did you bought alone or from your linked reseller ?

On the dashboard when you click on license, it open a new window on top you have a button to refresh , did you tried this already ?

Is the key licence 8SC has been registred with same email as the first you had until now ?

under your customer portal , when logged in , do you see the 2 key licences or only the 4sc ?

 

[AWS2P]

Perhaps you need some help and clarifications from 3CX staff if something else stuck you in the mud , @JohnS_3CX please.

 

[Kwang Mien]

So if I well understand you bought a new 8SC Pro key and not done an upgrade from your 4SC STD ? am I right?
did you bought alone or from your linked reseller ?

On the dashboard when you click on license, it open a new window on top you have a button to refresh , did you tried this already ?

Is the key licence 8SC has been registred with same email as the first you had until now ?

under your customer portal , when logged in , do you see the 2 key licences or only the 4sc ?

a. yes. it is a new 8SC Pro license. not an upgrade.
b. we bought it from a linked reseller.
c. After clicking on the Refresh License, the Sim Calls is showing 8 in the Dashboard
d. yes. it has been registered under the same email
e. Under Settings-> License Settings, only the new license (8SC) is shown.

The Dashboard is now showing Sim Calls 8. Does this mean that the system can now support 8 concurrent calls ?

 

[JohnS_3CX]

>Active calls: [2274,2281,2284,2285,2286]

Hi,

This would indicate that you had at least 5 active calls at the time and you were going for a 6th one, and if you filter your Activity Log by call number you can choose those call numbers in detail to see what those calls were and why they were taking up part of your license.

The MC shows 4 SC which appears to be wrong, so please log out of the MC and open an incognito window or private browsing window to log in again and make sure this is not just a cache error.

 

[AWS2P]

After clicking on the Refresh License, the Sim Calls is showing 8 in the Dashboard

yes this is now refreshed to 8SC.

you said license was bought from your 3CX reseller, it wasn't able to help you about this ?

where has gone your 4SC key ? it should always be available in your customer portal.

So for your SC problem normally you are done.