Solved 3CX Pro licence, problem with channels and queues

[delis]

Hello all,

Recently we have many compliants from our customers that have PRO 4 licences with agents with webclients:

In a 4 PRO instance we have set two queues with 1 extension in each queue.
For example Queue1 (ext. 301) and Queue 2 (ext. 302).

Ext 301 is talking, and the 4 channels are occupied (so 3 people are waiting, agent 302 is ringing), when ext 302 tries to pick up, he listens to the licence limit prompt.

The support team clarifies that this is the normal operation, but the customer request is that the agent should be able to answer the call when it is already ringing.

Any ideas?

Thank you.

 

[ChrisC_3CX]

Ext 301 is talking, and the 4 channels are occupied (so 3 people are waiting, agent 302 is ringing), when ext 302 tries to pick up, he listens to the licence limit prompt.

To confirm, you have 301 currently on a call, 3 people waiting and agent 302 ringing meaning a total of 5 calls. Is this correct, or do you mean that the caller currently ringing 302 is actually one of the 3 people who are waiting, which would in turn mean a total of 4 calls?

Also, what version of 3CX are you running and do you happen to be utilizing Call Queue callbacks for 302's queue and do agents 301 and 302 happen to be using mobile clients?

 

[delis]

Dear chris,

301 is talking, 302 is ringing and 2 more people waiting in the queue, so in total 4 channels.

We are using version 18 update 2 and callbacks are disabled. Agents are using webclient.

The problem is that when 302 is ringing, when the agent answers, he listens to the limit prompt, although he should be able to talk.

When we connect a voip phone, this issue is not happening. The agent answers normally.

 

[ChrisC_3CX]

If it's a total of 4 calls and all agents are using the webclient then you should not be facing this issue. If however the agent that was ringing(302) is using a mobile client then what you are experiencing is expected and that would be due to the internal workings of 3CX when handling calls for the 3CX mobile apps.

 

[delis]

Thank you for the clarification.

Is there any way you can forward the issue to 3CX Development team? Customers with PRO 4 should have 4 channels even from mobile apps.

 

[Evolute IT]

If it's a total of 4 calls and all agents are using the webclient then you should not be facing this issue. If however the agent that was ringing(302) is using a mobile client then what you are experiencing is expected and that would be due to the internal workings of 3CX when handling calls for the 3CX mobile apps.

Curiosity here: why would the mobile app cause a second call path to be used but not with the Webclient?

 

[NickD_3CX]

Hi!

Thank you for the clarification.

Is there any way you can forward the issue to 3CX Development team? Customers with PRO 4 should have 4 channels even from mobile apps.

The feedback you in your Support ticket was first confirmed from the Development Team before they replied to you, so the answer you got from support stands as is.

Curiosity here: why would the mobile app cause a second call path to be used but not with the Webclient?

Because PUSH works the same way as *20* pickup. What I mean is, the call towards the Mobile App is held on the 3CX Server (1 SC), Server sends a PUSH request to the Mobile, 3CX Mobile app wakes up and uses the information in the PUSH message to make an INVITE with 'Replaces' to the 3CX Server (another 1SC) to merge with the held call. At this point you are using 2 SC. Once the call is merged, this drops back to 1 SC, but momentarily it needs 2.

 

[Evolute IT]

Hi!


The feedback you in your Support ticket was first confirmed from the Development Team before they replied to you, so the answer you got from support stands as is.



Because PUSH works the same way as *20* pickup. What I mean is, the call towards the Mobile App is held on the 3CX Server (1 SC), Server sends a PUSH request to the Mobile, 3CX Mobile app wakes up and uses the information in the PUSH message to make an INVITE with 'Replaces' to the 3CX Server (another 1SC) to merge with the held call. At this point you are using 2 SC. Once the call is merged, this drops back to 1 SC, but momentarily it needs 2.

Ohhh, that makes sense. Couldn't that be avoided using some workarounds in the code to not count *20* calls? Since it either grabs an existing call or get a 404 not found.

Maybe an idea for a future fix, because I have to agree that this is not great lol we never encountered that yet since we never sell below 8SC but I can imagine easily situations where even on 8SC that could happen.

 

[NickD_3CX]

Agreed, however currently our Development Team has no easy way of doing it, the mechanism is tightly built into core components so not something that can be done on-the-fly.

It has been taken though as feedback and will be discussed at some point in the future.

I will flag this as 'Solved' as the situation has been explained.