Busy/Engaged Tone when all SIP channels are in use

[infinity5]

Hi All,

We have a customer (Doctors Surgery) that has a Gradwell SIP Trunk (UK). Gradwell allow unlimited inbound calls and max outbound calls are determined by the number of outbound channels purchased.

Customer has an 8SC 3CX Pro licence, they want to ensure that there is always the ability to make four outbound calls (doctors calling patients), however currently incoming calls are taking up all 3cx SCs/Licences. We have limited the number of callers in the reception queue but other inbound calls can still get to the Digital Receptionist which then takes up all available licences. The other issue with this is that because we have limited the number of calls in queue a caller gets cut off if the queue is full.

Gradwell suggested creating two SIP Trunks, one for inbound and one for outbound and limiting the number of calls on each trunk however they indicated that when the inbound reaches the max calls, it will just cut off the caller with no engaged tone or message which will lead to angry patients.

So, my question is... Is there any way to make 3CX play an engaged tone when the maximum calls have been reached on a trunk rather than just cutting the call off?

Open to other suggestions, comments etc.

Thanks

 

[YiannisH_3CX]

Hi @infinity5

When callers reach the max simultaneous calls the caller will hear a prompt before the call is cut off. If the provider cuts the call off before hitting the PBX because all channels are full then there is nothing 3CX can do.
It looks to me that you need to upgrade your license key to a higher number of simultaneous calls to be able to keep up with demand with this customer. When a customer regularly hits the max sim calls of 3CX or the provider then the best option is to upgrade the license key and the providers channels.

 

[AWS2P]

Everywhere i got similar problem, updating 3CX license and increasing SIP provider channels, fixed the problem