Active Queue calls don't equal Number of calls in use

[Owen Last]

We're trying to diagnose a problem of calls dropping and we've noticed that the "Number of calls in use" on the dashboard doesn't actually match how many calls are in the queue, and while I'd expect there to be some disparity because of outbound calls, but we physically don't have enough call centre staff to be hitting these number...




Queue calls waiting; we have 33 extensions, 13 of which are logged into queues and actively answering calls.




So what does 3CX actually count a "Number of call in use" as? do QCB's take up more than 1 "Call in use"?

 

[VasilisV_3CX]

Hi @Owen Last,

The number of calls in use will show the number of calls coming in to the PBX. Those above the license limit will hear the license limit prompt: LL "License limit - number of allowed calls has been reached. Contact administrator..Warning intonation". The calls above 128 will hear the prompt then be disconnected, so the numbers will come down unless something is ringing out or ringing in at a steady rate.

This could mean that you're being inundated with calls at times, however you'd need to investigate further under 'test conditions' to isolate how this is happening. Comparing the Calls in Use with the Queue's view from the Panel and the Wallboard, should shed more light.

EDIT: As for the QCBs, they won't count towards the SC limit.

 

[Owen Last]

Hi Vasilis,

I did a count on the queue calls and there were 116 QBC's, in the "Calls In Use" tab, they were over 190! why is there such a disparity?
The remainder were active queue calls with the exception of two outbound calls. None of our customers or us are getting the "licence limit reached" message, and I've also been told by two other 3CX staff members that QCB's don't count towards the licence, so we should be way under.

It's just slightly disconcerting that numbers are way, way out, almost double.

 

[VasilisV_3CX]

Hi @Owen Last,
It may well be that some of the calls connected to the queue (in the backend) prior to receiving the licence limit prompt, which may be skewing the numbers.

If this is happening regularly, I'd suggest increasing the license limit size, which you can do by getting in contact with any 3CX Partner here: https://www.3cx.com/ordering/find-reseller/

I've also been told by two other 3CX staff members that QCB's don't count towards the licence

UPDATE: This was correct.

 

[Owen Last]

Hi Vasilis, please see below;

https://www.3cx.com/community/threa...r-the-limit-whats-the-risk.87569/#post-414365

however again, we've conducted test inbound calls during our "peak" times of over 128SC, and we're routed to the queue, and we also are able to conduct outbound calls

 

[VasilisV_3CX]

Thanks for the link, what my colleague probably meant to say is that it is not counted as an additional SC.

Can you PM me the key that you're using? I'm curious.

 

[Alphabetic]

I had issues with the wallboard showing incorrect active calls. I had to reboot the server to get this to display correctly.

 

[Owen Last]

Hi Vasilis,

1SC = 1 Simultaneous Call, correct? if so then if the licence limit is 128SC, then we should never hit the limit if 90% of our 140 calls are QCB?

Sure, I'll PM you, but we do have an open ticket with 3CX via our reseller so wouldn't want to waste your time!

Kiefer, have tried that, restarted all the service and bounced the box, but doesn't appear to make a difference.

 

[VasilisV_3CX]

Hi @Owen Last,

1SC = 1 Simultaneous Call, correct?

Yes this is correct.

 

[VasilisV_3CX]

Hello everyone,

I'd like update this thread and clarify the situation regarding Queue Callbacks and Sim Calls, after discussing it with our R&D department.

At the time of writing, this is behaviour that the software allows. To reiterate, once a call to a Queue becomes a Queue Callback, from that point onward this call does not count as a Sim Call counted towards the License Limit until the call is hung up.

This can result in seeing a number greater than the License Limit in the Dashboard --> "Number of calls in use" field, because even though the QCBs do not count towards the License Limit, they will appear in the "Number of calls in use".

We do however reserve the right to change this at any time, possibly without warning. If this does occur, QCBs will start consuming 1 SC from the License Limit and some systems that are currently seeing the limit being exceeded will stop being able to do so.
To clarify this statement, the fact that QCBs do not currently consume 1 SC is not an advertized or intended feature, so if it stops working in a future version after V18 U2, you will not be able to claim that because it worked before, it should work in future versions too.

Given the information above, the way we see it there are 2 options:
a) You can continue using this functions exactly as you are now, even if the Sim Calls are exceeding the License Limit, but be mindful that in the future, you may have to increase the SC of your License to continue using it to this extent in a future version of our software.
b) Re-assess the amount of SC your system needs, also taking into account the Queue Callbacks you use, and preemptively increase the SC of your Key to cover the usage of your system including the QCBs that are currently not being counted.