Issue with Licence / Active calls

[saintanger99]

Hi there,

We have recently upgraded to v18.

We receive x5-6 emails at the same exact time from 3cx that claim that our licence number limit is reached, it looks like this:

Your 3CX license limit has been reached. This means that you cannot make any more calls at this time.​

Active calls: [38761,38776,38852,38880,39109,39126,39138,39156,39172,39179,39181,39183,39186,39189,39192,39194,39195,39196,39197,39198,39199,39200,39201,39202,39203,39204,39205,39206,39207,39208,39209,39210,39211,39212,39213,39214,39215,39216,39217,39218,39219,39220,39221,39222,39223,39224,39225,39226,39227]​

​

If you need a bigger license, to be able to make more simultaneous calls, contact your 3CX Partner.​

​

If you do not have a 3CX Partner contact the 3CX Customer Service Team at [email protected].​

​

We definitely have not reached it, and it seems its happening just for a few seconds then goes back to normal.
We have an enterprise license for 48C and at the time that this happened there were only 20 odd concurrent calls in the "Numbers of calls in use" section.

I wait for a bit on the dashboard and saw some emails coming again on the same topic.
The "Numbers of calls in use" went suddently to 48/48 and I clicked through.

As each second the screen with the active calls refreshes it was showing each second a different user having multiple calls, which in turn triggered the email above.
I managed to take two screenshots during that, see in the attachments, a user in each was reporting multiple times the same call.

This happened twise today first time 24 mins ago, then 21 minutes ago.
The screenshots are both from the "21 minutes ago" instance.

• 3CX Version, Enterprise Annual 18.0 (Build 314)
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? OVH
• IP Phone Make/Model/Firmware version, Web client
• Provisioning Method: SBC on site
• Trunk Provider or VoIP Gateway Make/Model, GCI and Twilio
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[Alphabetic]

Have you got "ring my mobile simultaneously" set up on extensions?

 

[saintanger99]

Have you got "ring my mobile simultaneously" set up on extensions?

Its disabled for all users.

One of these two users did say they tried to click like 20 times the dial button (using webclient)

Surely the dial/call buttons (as well as answer buttons) on the web client should accept the click once...
(after one click should be disabled till the action takes place)

Could someone from 3CX confirm that?

 

[VasilisV_3CX]

Hi @saintanger99,

Let's check a couple of things:

1) Where is the extension that appears multiple times registered? Is it an IP that you know? If not, go ahead and change the password for the extension. Also reprovision the phones and mobile clients.
2) Is there an IP phone involved or is it just via a softphone?
3) Check your inbound and outbound rules - make sure that there is no chance of a loop happening, such as inbound rule points to DID that points to same extension that points to DID etc.
4) Does the extension have the "Disallow use of extension outside the LAN"? If not, and IP phones are registered and they are not Remote STUN (they need this unchecked), check the box and see if it happens again.

 

[saintanger99]

Hi @saintanger99,

Let's check a couple of things:

1) Where is the extension that appears multiple times registered? Is it an IP that you know? If not, go ahead and change the password for the extension. Also reprovision the phones and mobile clients.
2) Is there an IP phone involved or is it just via a softphone?
3) Check your inbound and outbound rules - make sure that there is no chance of a loop happening, such as inbound rule points to DID that points to same extension that points to DID etc.
4) Does the extension have the "Disallow use of extension outside the LAN"? If not, and IP phones are registered, check the box and see if it happens again.

1) Yes user is legit.
2) Softphone (webclient)
3) None spotted, lists are frequently checked
4) Only soft phone is assigned to these two users.

I believe the issues is really when users are clicking multiple times impatiently the "Call/Dial" button. As I said the user said that he actually clicked 20-30 times quick the button.

Like I asked before, cannot that be made the "Call/Dial" button on the webclient does actually an action only on the first time its clicked? This is standard practice anyway.

P.S. With this bug around, we're seeing other strange things happening like disconnections of ongoing calls for some users (4-5 times a day), could that be an effect from the above issue?

 

[saintanger99]

I've managed to replicate the issue by clicking multiple times on the "Call/Dial" Icon. Generated 25+ calls at the same time.
Please find the video below.

This issue has side effects of slowing down the system, actually making all of those calls so there is cost implications as well as disturbtion as we are actually calling a person X times.....

Video Attached.

In a few minutes I'll provide some details of our 3CX with v16 VS v18 which you'd be clearly able to see that this bug started existing with the use of the v18 webclient.

 

[saintanger99]

To complete my findings please see below:

We are about 150 users with 48C Enterprise license. The server is hosted on OVH public cloud with overkill specs.
Our concurrent calls from the 3CX instance is 15-20 maximum at the peak time of the day.

While we were on v16 we did not had this kind of issues.
Since v18 we've experienced frequent drops of calls (3-4 or more times a day) which varies to disconnects of few users at a time to even all.

I've attached two graphs from call logs data from 3cx on a busy day with v16 and yesterday's data with v18.

Having same amount of users, doing the same amount of calls, you can clearly see the spike of calls made per user per minute due to this bug recorded in the video above.
Users are able to spam click the dial button creating multiple calls by mistake.
The spikes shown on the graph of v18 we've got user reports of calls dropping, which is obviously due to that bug.

Two graphs are attached below.

This needs to be addressed and fixed as soon as possible as it drops users calls, costs us in calls and brings a terrible user experience as well as it affects our sales with the call drops.

 

[NickD_3CX]

For the life of me, I have been trying to do what you are showing in the video you sent but cannot get it.
Would it be possible to create a test extension on your system and send me the credentials in a PM?

Also you seem to be dialing a test UK number but I can't make it out, I'll try calling that to avoid any charges of course.
Once done we can delete the extension of course.

 

[NickD_3CX]

Hi @saintanger99 !

Our support team just reached out to me and informed me that you also have a support case open with them about this exact same thing.
As this is the situation, I'd suggest following their lead on this as from what I have reviewed, you are further along.