Call routing changed - Issue Identified - but unknown cause

[rhwiley]

I've had my 3CX Startup set up for several months, and everything has seemed to work well - until a day or two ago. I have 4 DID lines set up with my SIP provider to include an original DID number that came before I ported my lines over. Each one had worked as configured. I kept that original DID, and turned it on Do-Not-Disturb with the intention of only using it as a backup number should I later need it.
What is happening, is the other three DID's seem to be suddenly routing to the original DID with no interaction from me. I didn't realize this happened, until I looked in my email and found voicemails coming into the mailbox for the original DID. When I called into the numbers, none of the phones were ringing.

I did eventually find the issue as I was typing this entry - but I don't understand why it happened. When I went into the main configuration, under users, NONE of the DID numbers were specified for the extensions. It's like someone cleared them. Are there any known issues with 3CX dropping configurations in StartUP? Once I added the DID numbers back in - everything worked again. It's great to get some troubleshooting with such a system, but I don't see a root cause.

Thanks for any insight!

 

[Charles_3CX]

From what I can see, you had a 3CX SMB (Startup-Pro), with a 3CX Free edition subscription, originally spun up on 12/2022, which means it was to be a pro subscription for 3 months, then downgraded to a Start-up free subscription (now known as 3CX Free) on the 03/2023.

I suggest emailing our CSR team to check this by emailing [email protected]. From there, they will be able to check what may have occurred.

 

[rhwiley]

From what I can see, you had a 3CX SMB (Startup-Pro), with a 3CX Free edition subscription, originally spun up on 12/2022, which means it was to be a pro subscription for 3 months, then downgraded to a Start-up free subscription (now known as 3CX Free) on the 03/2023.

I suggest emailing our CSR team to check this by emailing [email protected]. From there, they will be able to check what may have occurred.

Charles, thank you for the reply. I was away from home for several days given the holiday, and returned on Wednesday. Yesterday, the problem happened again, and I sent the email to the address above. I received an email from Irena with helpdesk whitepapers on ring groups and call routing, and a suggestion I post in this forum about it. The white papers didn't help, as I had a working system which suddenly wasn't working for some unknown reason.
I also checked the scope of the features, and from what I can tell - I think I'm inside the scope for the license I'm using. No ring groups, one SIP trunk, and 4 users. Three of those users have a DID number assigned, and one has two. It just seems odd. Anyway, hopefully there's an answer to why the settings cleared twice now.
Regards,

Bob

 

[Charles_3CX]

Can you please send me the ticket number you have with CSR?

 

[rhwiley]

Thank you. Case 1152383.

 

[Charles_3CX]

As mentioned to you by CSR, a free subscription does not include multiple DIDs, Ring Groups, IVRs, Queues, etc.

Please see the features guide: https://www.3cx.com/ordering/pricing/features/

If you want to re-activate the DIDs and have access to the features you require, please upgrade the subscription back to Pro, which will restore the functionality as it was before the Pro trial subscription expired.

 

[rhwiley]

Thanks. Yeah, I looked at the features and see no mention of multiple DIDs - only multiple SIP trunks (and I have only one of those). I'm also not using the Ring groups, IVR's, Queues, etc. If I have to upgrade, and there's restrictions not listed...would the 3CX SMB work in this instance?
Thanks again...

 

[Charles_3CX]

With 3CX SMB, you will have the option back to use multiple DIDs with your chosen Sip Trunk provider, basically restoring all the options that you had before the subscription was downgraded from the pro trial that was originally offered with all trial subscriptions for the 3CX Startup versions, back in December 2022.

 

[rhwiley]

Thanks. I appreciate the input. As I said, I saw where, in the features list, I could have 1 ring group and 1 SIP trunk... but saw no mention of 1 DID. Might be a suggestion for something to add to the list. Thanks again for understanding.

Bob

 

[Dunblue]

Same issue here, DID's coming unhooked from their routing every day after the downgrade to "3CX FREE", which was called 3CX StartUp last time I checked

@Charles_3CX you have said "Please see the features guide: https://www.3cx.com/ordering/pricing/features/" yet this page makes no mention of a limitation to the number of DID's.

More misleading marketing by 3CX. More headaches for partners who now how to go back to customers and explain why they need to pay more money 3 months into a contract.

 

[Charles_3CX]

Same issue here, DID's coming unhooked from their routing every day after the downgrade to "3CX FREE", which was called 3CX StartUp last time I checked

@Charles_3CX you have said "Please see the features guide: https://www.3cx.com/ordering/pricing/features/" yet this page makes no mention of a limitation to the number of DID's.

More misleading marketing by 3CX. More headaches for partners who now how to go back to customers and explain why they need to pay more money 3 months into a contract.

Hi, the names have changed to now be 3CX FREE for the FREE version and 3CX SMB for the PRO version.

In the past, when you signed up to 3CX FREE (formally known as 3cx Startup) for some time, the version would be in PRO and include the PRO features, then drop to FREE if not paid for.

Once the trial PRO subscription expired, the PRO version's features would be dropped. This includes adding multiple DIDs, which is a feature of the 3CX SMB. The DIDs will not be deleted, but if re-assigned will lose the routing again if the version is not upgraded to PRO.

Now this option to get a free trial PRO is no longer available. You can choose the 3CX FREE and have it free forever or pay for 3CX SMB and get all the features this includes.

https://www.3cx.com/ordering/pricing/
https://www.3cx.com/ordering/pricing/features/