DIDs not rolling

[marsh]

We have recently moved our 7 incoming lines from Spectrum cable that were using Patton Gateways to Fiber Spectrum SIP Trunks.
We now have the issue of only being able to have 2 concurrent external calls at once. The 3rd call inbound will get a busy signal and the 3rd call outbound will get the message "Outgoing call limit has been reached". So the numbers are not rolling properly. We have an additional 53 DIDs for a total of 60. I can call each one directly without issue.
We are able to make multiple calls internally without issue.
We have a 16sc license.
The supplied Spectrum guides are simple and old v12.5.
I have contacted their tech support twice and they claim they have no issues on their side and it is a PBX issue.
I am assuming it has to be one of the settings on the 3cx Trunk setup or is actually on Spectrum.

Any ideas greatly appreciated.

 

[leejor]

The trunk does have a setting to limit concurrent calls, you might want to check that first.

 

[marsh]

The trunk does have a setting to limit concurrent calls, you might want to check that first.

Thanks for the idea but did try that.

I should mention a few of the many things I've tried.
"Number of SIM Calls" - tried 10-16
Gateway port tried 5060 and Auto Discovery
With and without Outbound Proxy
DIDs tried adding 1,+1, *
"Inbound Parameters" - "Call Source Identification" on and off and a couple changes to those settings
"Outbound Parameters" - Have left these mostly default

Also an important point is that we have another site with 3cx and Spectrum Trunks that have been working without issue. I have copied the settings from their setup thinking they should be the same and it is worth noting that we are in what used to be Time Warner Cables territory that they acquired. This apparently is different than Britehouse or Charter.

This problem didn't exist with the old analog lines.
As far as the voice prompt of " The Outgoing call limit has been reached" I could not find it in the system prompts in 3cx.

 

[leejor]

Have you had a look at the 3CX Activity Log (Verbose), for an incoming and outgoing call, as it may offer a clue, as to what is happening.

The fact that you are getting a recording would seem to indicate that it is a software (setting) set limit, rather than a hardware issue. The log may shed some light on that.

 

[SteveITS]

3CX has an email notification if a trunk is out of capacity.

In general there’s the SC limit (internal +external) and the setting on the trunk, plus any limits the SIP provider has set.

The log should tell you, probably even on Medium. And despite the notice there you don’t need to restart services.

If the third incoming call doesn’t show in the 3CX log that would imply it isn’t being sent to 3CX by your provider.

 

[AWS2P]

Don't know if your case is the same as I can have with my SIP provider but SC needs to be contracted with your provider so may be your limitation is only you didn't subscribe enough sip channels on your trunk.
My trunk can be subscribed from 1 to 600 channels but of course not same price

 

[marsh]

Here is the solution found.

First I want to thank those that took the time to provide input towards a solution.

Starting with 2 weeks of contacting Spectrum tech support twice and arguing with a tech who insisted that it was PBX problem, spending obscene amounts of time going thru logs and pcaps, engaging a local 3cx partner and having 3cx not provide assistance due to not being a supported trunk provider. Through all this I was fairly confident that it was a trunk provider issue but it is very difficult to prove something is not happening when you don't have access.
We then had a another glitch (that I may have caused due to my exhaustive testing scenarios). My boss was fed up and called Spectrum tech support and actually found a tech who did more than a drive by assessment of our situation and saw something that was suspicious. He wanted to confer with engineers in that specific department. This was 5:00 on Friday. Before I had made it home I got a phone call that the problem was resolved. I confirmed when I got home.

We are an enterprise company with sites CONUS and abroad.
Just to show the level of angst, we had started this process in September and finally March we are complete. I have in that period of time installed 2 3cx systems using different trunk providers in a timely manner with minimal issues. Spectrum literally fell down every step of the way. The only reason we are using them is that our main site is rural and they are the only option for fiber. Hopefully this will info will prevent someone else going through the same pain.