Exceed license limits - part 2

[RDWild]

I had an earlier thread, marked as resolved, about exceeding license limits. We bumped our licenses from 4 simultaneous calls to 8, and today something similar occurred again.
The dispatcher comes in, has 53 voicemail messages and calls in via his desk phone (Fanvil X6U V2 - FW 2.12.16.20) to listen to them. When he is about at the end of the voicemail messages, the phone screen turns black, and the desk phone no longer functions. He unplugs the phone, plugs it back in, it boots normally, but does not log him into the call queue for about 2 hours.
Also, in active calls, I will see multiple connections to voicemail that don't seem to drop off like they should (attached).

 

[Charles_3CX]

Regarding your question and from your screenshot, this seems to suggest that the intal is version 18, and the calls are being stuck on the voicemail call.

First, check the firmware for the IP phone, as this is incorrect for the version of the 3cx system you are on:

https://www.3cx.com/docs/phone-firmwares/

Fanvil X6U-V2

2.12.17​

Fanvil X6U-V2 FW: Maintenance release

Download​

Update the firmware on the device to the correct version.

Second, how is the phone provisioned? Is it as remote as a router phone? If this is nto the case, then factory reset the phone and remove it from the user's extesnion, and reprovision it as a router phone.

Lastly, check if the issue reoccurs, and if so, check with the user how they are ending the call once they have listened to the vmail.

 

[RDWild]

I updated the phone firmware, and updated the system to v20. These are not router phone models, they are configured through a SBC on a Windows machine.
We'll see how it goes from here.