Calls not going to mobile yet call log seems to suggest they are

[MPServeline]

Hi all,

I'm just trying to work out what the issue might be for one of our customers and hoping someone can help please. Basically they're not getting calls on their mobile when someone is going through to the call queue. I have anonymized the call log data below but you can see the call comes in on the Call Queue 801 and then seems to call 213 once then 215 a number of times before going to voicemail it seems?
213 (07384) and 215(07900) are both mobiles listed under Users

I have made another change by going into the Desk Phone (Fanvil X3S) on the PBX and set it to call the mobile simultaneously and added the mobile number in there this morning but the saw that yesterday it seems to log a call to that mobile number about 10 times before going to voicemail? Is that normal?

 

[MPServeline]

There are three mobiles in the call queue and another seems to receive calls from the queue fine:


This is a call from an 0191 number which goes to queue 801 again and gets answered on the mobile (213).
The only differences comparing those two extensions, 213 and 215 are that 215 has the web client currently provisioned and active and that 213 has the following:

Whereas 215 has all the above fields set to go to voicemail instead. The call queue timeout is 20 seconds but apparently 215 doesn't ring the mobile at all.

 

[MPServeline]

Sorry I should have mentioned this is a sporadic issue, has happened twice in the last 7 days but it seems many other calls are coming through to her ok. I found the other instance and it shows the same as the first example but the others to 215 look like the good example for 213. Here's the other one that didn't ring the mobile:

 

[leejor]

If calls are going though at times, then it suggests your routing may be correct. You might have to check the 3CX Activity Log, after a failed call, to see what is actually happening to it.

 

[MPServeline]

Thanks leejor, I had a look at the logs and saw the below:

 

[leejor]

So...there is currently a limit, on the number of calls your provider will handle, simultaneously, it seems. You would need to talk to them.

 

[MPServeline]

Thanks leejor, I noticed on the SIP trunk in 3CX it showed 4 sim calls yet with the SIP trunk provider it is set to 2. With another customer we got an e-mail notification when they hit the limit of concurrent calls and no further calls could be made. I wasn't sure what would happen if the number of concurrent calls in 3CX is set higher than that on the actual SIP Trunk with the provider.
So where a call comes in and goes to a call queue which contains mobiles that would count as two concurrent calls wouldn't it, the inbound call and the call out to the mobile in the call queue?

 

[leejor]

Yes, in and out again counts as two calls, not only on your trunks (both the 3CX limit you have set, and provider allowed limit), it also counts against your 3CX licence limit.

 

[MPServeline]

Thanks leejor, we have had a response back from the SIP Trunk provider asking us to try again but our capacity with them remains as 2 and shows 4 concurrent call capacity in 3CX so wonder if they have found a possible carrier issue to that mobile provider. We will definitely consider the capacity increase though, I think it was fairly low as a small company that only gets a handful of calls normally.

 

[leejor]

Even with a "handful of calls", anything incoming , forwarded back out again, with your current 2 call provider limit, means no other incoming or outgoing calls are possible. Many providers will charge for the total call time you use, not, for additional trunking.