Solved 3CX Unable to receive multiple calls

[MFeliz]

Hi Team,
I am running 3CX Enterprise edition for contact center, and having some issues with calls. The PBX is not accepting multiple calls.
When there is an incoming call, it rings all the extensions connected to the Queue. In case one extension picks up the call, the next caller is not being able to call the same line, and it says the line is busy.
Every extension in the Key is configured to accept multiple calls, but, still having this issue with all the lines connected to 3CX.

can you please help?

 

[craigreilly]

What do the call logs show is happening?
"Call the same line" -> Call the extension directly or call the queue?
What phones are being used? Custom template or standard 3cx template?

 

[MFeliz]

Call the Queue
The phone being used is 3cx standard template

 

[MFeliz]

So the flow is as follow:
From DID (00244936845923) to Queue... as soon as one extension from the Queue picks up the call, the next caller will find the line busy.

 

[craigreilly]

Again...
"What do the call logs show is happening?"

What does 3cx say it is doing with the second call...

 

[leejor]

Did this just start, in other words, was it working previously? Is your DID set up with your provider to allow more than one call? Does a second call even "hit" 3CX? Check the Activity Log.

 

[MFeliz]

Again...
"What do the call logs show is happening?"

I have attached the call logs report, I really don't know if it is what you are asking. otherwise, please, help to understand the "call logs show" or out to find this information in 3cx

What does 3cx say it is doing with the second call...

Nothing is happening from 3CX side as the next caller receive a busy notification, and call is being dropped directly.

 

[MFeliz]

Nothing is happening from 3CX side as the next caller receive a busy notification, and call is being dropped directly.

 

[MFeliz]

Did this just start, in other words, was it working previously? Is your DID set up with your provider to allow more than one call? Does a second call even "hit" 3CX? Check the Activity Log.

Yes, it was working before. It seems like nothing is happening from the 3CX side, but I have attached the Activity Log screenshot, for more information, as I just tested it right now.

 

[MFeliz]

Any news from your side, regarding this situation, Team?

 

[YiannisH_3CX]

Hello @MFeliz

When an incoming call is picked by the Queue try calling the Queue from an internal extension. If that works and the queue rings then you may need to speak with your provider and let them know of the issue. Alternatively you can run a wireshark capture and see if the second call is hitting 3CX and if it does what is the error.

 

[MFeliz]

Hi Yiannish,

Thanks a lot for you support and sorry for my late reply. I have tried the above solution, the Queue was ringing, yes, and tried to contact the supplier, but the replied that everything is okay from their side.
I still keep forward with troubleshoots.

 

[JohnS_3CX]

Hi @MFeliz

How many Sim. Calls did you set your trunk to?


If you set this to 1, then only one call can come in at a time.
Also if it is set to more than one, but other extension are using the remaining sim. calls to talk to external numbers, you basically run out of available channels and the system cannot accept any new callers (whether queue calls or otherwise)

 

[MFeliz]

Hi JohnS,

Thanks for your reply. The "Sim. Calls" was set to 8, and I increased it to 64 even just for testing purpose.
I am using, the BeroNet GSM Gateway... is there anything to see from Gateway side, may be?

 

[JohnS_3CX]

Ah that's an important detail that there!

If you are using GSM lines, have you checked to see whether you are even capable of receiving multiple calls on a single external number?

GSM cards can only handle a single call at a time so you probably have a limitation based on the type of lines you are using. The line really is busy, and cannot accept more callers.


SIP Trunks on the other hand are internet based, so you can handle as many simultaneous calls as the provider can sell you

 

[MFeliz]

Okay. But I just remember that it worked the first day right after the setup... suddenly, it stops working.
Is "Pooling Strategy" not influencing this situation as well?

 

[leejor]

GSM cards can only handle a single call at a time so you probably have a limitation based on the type of lines you are using. The line really is busy, and cannot accept more callers.

Unless the GSM provider allows, and you have set up Call Forward Busy, where a second call will ring to another number. In most cases this is the number of the voicemail system. If it was working previously, then you would have had to set it to ring the next GSM number, if engaged.

 

[JohnS_3CX]

Regardless of the first day, you need to be able to replicate this functionality.

Do you have logs that show 2 simultaneous calls taking place? Perhaps the second call was internal?

SIM cards generally accept 1 single call as far as I'm aware at least. How many SIM cards are installed?
What model of GSM gateway?

 

[MFeliz]

Hi Team,

Thanks a lot for your replies. You are all right... there were 2 active SIM CARDS in the Gateway, so, when I said it was working before, I was wrong, it was the second SIM CARD call.

JohnS,
I am using the BeroNet GSM Gateway.

I have contacted the SIM CARDS provider, and confirmed that they can fix the issue, by providing the type of SIM CARDS that support multiple calls. Once again, thanks.

 

[JohnS_3CX]

Glad to hear it was sorted!