License "Concurrent calls" in Queue

[Tom Lee]

Good Day Everyone,

Does the call in the queue need to count on a license?

Example: We have 4 users, and we need 4 phones. But we will expect people who call in will need to wait in the queue. If all four users talking on the phone, and we have 4 licenses, can people still call in and be in the queue waiting for the next available users.

Thanks,

Tom

 

[Cytranic]

NO, the 5th caller will get a message saying "License Count Exceeded"

 

[VoIPTools]

At a minimum, pretty much any call on the system is a simultaneous call. For example, the following calls are considered a simultaneous call:

* An extension listening to their voicemails
* People on hold or waiting in a queue
* An caller listening to an IVR prompt
* An inbound or outbound call
* An extension to extension call
* An inbound call (1), is forwarded to a cell phone (2) for a total of 2 simultaneous calls
* A conference call with 4 participants would be 4 simultaneous calls

If the call was answered by anything (person, IVR, voicemail, queue, conference extension, cell phone), it is a safe bet it's at least one simultaneous call.

I frequently see 3CX partners seemingly over-purchasing the size of the 3CX license, but you have to be careful. Let me offer an example -- If you have 4 agents taking calls, and occasionally have 3-4 callers waiting in a queue (total of 8 simultaneous calls), I would suggest an 8 simultaneous call license would probably be cutting it too close and I would recommend a 16 simultaneous call license. An 8 simultaneous call license is not enough to cover all the active queue calls, people waiting in the queue, and other miscellaneous calls.

 

[Tom Lee]

Thanks, Frederick and Matthew.

Can the message "License Count Exceeded" disable to drop the call without message or change to customize message?
Example: Drop the call without message, or a message saying "Line is busy call back later!"

 

[JohnS_3CX]

You can try to reduce your trunk SIM calls manually to 4.

The next call hitting the trunk will be busy and will hear whatever message your trunk provider plays when your PBX is busy.

 

[AWS2P]

PBX SC licence need also, as John said above, to be in relation with number of SC on your trunk.
if trunk SC is oversized against PBX SC then you'll always get problems of calls dropped with provider busy tone (if they send one) .

 

[JohnS_3CX]

You need your license to be larger than the max. number of agents you have, so that you have spare sim calls for people to sit in the queue.

You should consider upgrading the license to 8 sim calls at least, so that when all 4 agents are busy, the 5th person calling in will sit in the queue and wait.

If you have 4 agents only, and a license of 4 sim. calls, then there is not much point to a queue..