Issues with Digital Receptionist after Upgrading from v18 to v20

[AshishKushwaha]

Hello,

Recently, I upgraded from 3CX v18 to v20. I have a Digital Receptionist that was configured in v18 and moved to v20 during the update. Previously, it worked without any issues. However, now when someone calls my main number, the first two calls connect fine, but when a third call comes in simultaneously, the call gets disconnected and it says the number is not available.

Does anyone know why this is happening with my 3CX? Interestingly, I have another 3CX system where the Digital Receptionist works fine.

 

[NicholasP_3CX]

Please check that the PBX is properly activated. You have fallen back to 2SC.

Log in to the Admin console and refresh your license.

 

[AshishKushwaha]

I have did this and still the issue remain sometimes it won't connect 2 at same time

 

[AshishKushwaha]

I have tried to dial the DR from 4 internal extension and it connects without any issue but from external it getting disconnected.

 

[NicholasP_3CX]

Is the message that the number is not available coming from the provider or from 3CX? The voice prompts of 3CX would say that your license limit is reached.

Please check the following:

• Your SIP Trunk allows for more that 2 channels
• If it is a gateway, check all your lines are connected.
• Under your SIP connection ensure that you have more than 2 calls allowed

 

[AshishKushwaha]

Hey Nicholas,

I have verified that there is no issue with our provider. The logs indicate that the rejection is occurring on the 3CX side. Our gateway has all channels open, and in 3CX, I have configured more than 10 simultaneous calls, as our provider has provided us with 32 channels.

 

[NicholasP_3CX]

I would suggest opening a ticket with technical support to investigate the behaviour.

 

[AshishKushwaha]

I have created a ticket with support and they asked for the Pcap file. However, the call is not landing on the 3CX, and there are no inbound reports being generated. On the other hand, I tested the SIP on a softphone, and it was working without any issue. I have also changed the SIP to a different one, but the same issue persists.

 

[NicholasP_3CX]

If the inbound call is not reaching the PBX then you will need to sort this out with your provider. Not really much else that can be done!

If they are telling you its not a problem on their end, you need to be questioning them why the call is not reaching the PBX....

When you do a capture you see the traffic is PHYSICALLY reaching the server or not. Even if the 3CX software has an issue and cannot process the call a capture will show you the call reaches the server physically, even before it hits the software stack.

 

[AshishKushwaha]

Hey Nicholas,

Sometimes the call reaches the 3CX, and sometimes it doesn't. This inconsistency indicates that there is no issue with the provider, because if there were, no calls would land on the 3CX at all.