Free license limitations

[IT-IMC]

Hello All,

We are using the latest edition of 3CX phone system (14) with free license (2 simultaneous calls max). When 2 lines are in use and external call comes in one of the calls gets dropped. In logs it says that the license limit is reached. We are using 3CX in combination with PATTON 2 channel gateway.

Can this behavior be changed? If a 3rd call comes in while two calls are already in progress can that 3rd call be rejected or put on hold instead of making one of the active calls to drop?
Thank you for help!

Best Regards,
Damir

 

[leejor]

It used to be (default) that a call over your licence limit would result in a recording being heard by the outside caller, causing a bit of confusion. I don't recall seeing reports an existing call being dropped until now.

Is this with, or without the demo key applied, although I'm not certain that the end result will be any different.

 

[CentrexJ]

If you have two analog lines attached to the system it would be impossible for a third external caller to even get to the system.

Is it possible the line has call waiting on it and that is causing the cut-out? If so get your carrier to remove the call waiting and the third external caller will either get busy signal or voicemail from the carrier.

 

[leejor]

When they said hat two calls were "up", I assumed that there was one (or two) internal calls, and perhaps one external. If both external lines were in use, and a third eternal call came in, and the line had call waiting, then the caller should continue to hear ring-back tone, the person on the PBX should hear a "beep" but a third call (licence limit reached) log should not be generated as there would be no third call at that point.

I think a bit more information, on the existing calls, is required.

Is there any difference in behaviour, if an outside, existing call, is up on one PSTN line, or the other.

Which call is actually dropped, is it a call to the outside, or an internal call?

 

[IT-IMC]

Hi, thank you all for your help. We just had a call that dropped in a middle of conversation, here is a log (read from below). Log was edited to not show the number that was called (replaced with zeros). Our 3CX is on .41 and Patton is on .9 IP address. Call id is 86. Ext21 is one of the Cisco phones.

18-Apr-2016 15:26:17.368 Leg L:86.1[Extn] is terminated: Cause: BYE from PBX
18-Apr-2016 15:26:17.368 [CM503008]: Call(C:86): Call is terminated
18-Apr-2016 15:26:17.365 Leg L:86.2[Line:90001>>0000000000] is terminated: Cause: BYE from 192.168.107.9:5060
18-Apr-2016 15:22:18.626 [CM503007]: Call(C:86): Line:90001>>0000000000 has joined, contact <sip:[email protected]:5060>
18-Apr-2016 15:22:18.619 [CM503007]: Call(C:86): Extn:21 has joined, contact <sip:[email protected]:5060>
18-Apr-2016 15:22:18.614 L:86.2[Line:90001>>0000000000] has joined to L:86.1[Extn]
18-Apr-2016 15:22:14.567 [CM503025]: Call(C:86): Calling T:Line:90001>>0000000000@[Dev:sip:[email protected]:5060] for L:86.1[Extn]
18-Apr-2016 15:22:14.518 [CM503027]: Call(C:86): From: Extn:21 ( <sip:[email protected]:5060>) to T:Line:90001>>0000000000@[Dev:sip:[email protected]:5060]
18-Apr-2016 15:22:14.518 [CM503004]: Call(C:86): Route 1: from L:86.1[Extn] to T:Line:90001>>0000000000@[Dev:sip:[email protected]:5060]
18-Apr-2016 15:22:14.518 Call(C:86): Call from Extn:21 to 0000000000 matches outbound rule 'PATTON'
18-Apr-2016 15:22:14.516 [CM503001]: Call(C:86): Incoming call from Extn:21 to "RG-03" <sip:[email protected]:5060>

I find this line interesting:
18-Apr-2016 15:26:17.365 Leg L:86.2[Line:90001>>0000000000] is terminated: Cause: BYE from 192.168.107.9:5060

The other party did not hang up, not sure why Patton is sending BYE...

 

[leejor]

The log show an extension calling out through the Patton, then dropping. That is clear.

But at the time that call dropped was the another line on the Patton also in use by an extension?

How do you know that a third call was the reason that this call dropped? Did someone get through at a later time and say they had been trying? If so, what did they receive? Continuous ring-back, busy signal?

If both outside lines were in use, then a caller should receive busy.

What sort of service do you subscribe to with the two PSTN lines? Is it a hunt group, or simply two single lines with no association to each other? Is there a call waiting option on one of the lines? Is it always calls on a particular line that drop, or when only one of the two PSTN numbers is dialled?

 

[IT-IMC]

OK, we did more testing today, here is what happens:

we called external number from two different extensions at the same time (Patton is equipped with 2 analog ports) to make both lines busy, then while both lines are in use - we called our number and the phones were ringing.

As soon as someone picks up that incoming call, one of the 2 calls that were already in progress gets terminated. It appears that whoever made the call first gets his call terminated (like there is a call queue).

Now, what I would prefer to have is that when both lines are in use and someone tries to reach our number at that moment, they should get a busy signal and phones should not be ringing. I think that should be performed on PATTON device itself (because PATTON can support two analog lines only). Let me know if this makes sense. Also if I can get help with performing this configuration it would be great.

 

[IT-IMC]

Patton is connected to 2 analog ports on Swisscom Centro Business router.
No call waiting is activated.

 

[lneblett]

To clear things up, you have a Patton with 2 analog lines. It would seem that you would only need to make 1 call from an internal extension to the other analog line to tie up both lines, unless you have additional trunks not mentioned.

While you mention that call waiting is not enabled, it certainly gives the impression that it is. If not, then the PSTN exchange could never send the call to the Patton if both lines are already in use.

Take a analog phone and hook it up to one of the lines. Dial the number and answer with the analog phone. While the phone is still off-hook and in use, dial the same number from another phone and see what happens.It should either ring the other line if hunt is enabled, provide call waiting if that feature is enabled or, provide a busy is neither of the other two is enabled.

Get a second analog phone and put on the second line and make a call from both lines so that both are busy. Then using another phone, dial each line and see what happens. It should either provide a call wait scenario or a busy.

 

[IT-IMC]

We got this sorted out finally. The call waiting feature was enabled on our phone provider's end. All is sorted out now. After this was disabled, all was working as it should. We have even purchased a 4ch license so no problems with license limits anymore.

Thank you all for your help!