License Issue/Bug - ? parked call retrieval

[Umbrella]

Hi All,

I would like to get some input in regards to an issue I just discovered.

There is an issue/bug with the SC count, for example, in a 4 SC license install;
when you have 4 calls and you park them all in SP1-SP4, you can not pick up the call from parking as picking up the call counts as a 5th call. - the system hangs and you can't do anything until someone hangs up the call on the other side.

Customers should be able to pick their own parked calls. picking up parked call should not be counted towards the SC count.

would be nice to get 3CX input on this issue hopefully they can include a fix soon

 

[cobaltit]

Hah....well I guess if you have 4 parked calls you also can't make or receive anymore calls either. I don't see how 3CX could fix that so I think the lesson here is you need to upgrade your license.

 

[Umbrella]

"Upgrade your license" is not a solution. when you sell a customer 4sc license at a specific price, he or she expects to be able to pick up their parked calls.

I think there is a deeper issue here which I hope will get the attention of someone in 3CX.
everything can be fixed.

to make things even worse. assume you have 3 parked call and you are on the 4th call, no-one else in the office is able to pick up the other calls, does that sound logical to you ?

 

[cobaltit]

So what you are saying is you didn't size the license properly for the customer and now you want 3CX to fix it for you? You are right that it sucks you didn't understand how simultaneous calls are counted and 3CX does have a fix, it's called upgrading. I know it's not the answer you want to hear but it is what it is. You could 'cheat' and just get a new 'free' key and swap out the keys and get 16SC for a year and then address the issue in 12 months or you can upgrade your current key. Luckily 3CX is pretty inexpensive so it's a cheap fix.

 

[Umbrella]

Thank you for your input @cobaltit. - you made your opinion clear, no matter how misguided.
you may move on to the next thread now.

 

[cobaltit]

It's a lot closer to fact than opinion. While common sense would seem that you are correct and it would be fantastic if 3CX jumped in and said yes it's a bug I doubt it. If you look at this thread from 2008 you will see an explanation of how the calls are counted:

https://www.3cx.com/community/threads/how-is-number-of-simultaneous-calls-supported-counted.8235/

So in your customer's case I'm betting the brief period from when you try to grab the call in the parking lot is like the 'unusual circumstance' described. Seeing as how it's been that way since 2008, I wouldn't hold my breath. Now 3CX did recently allow an exception to the SC limit for emergency calls so perhaps the framework is there to make a similar exception.

But no, definite fact about not sizing the license properly. If there are any scenarios where a customer might even come close to their limit I recommend (in writing) they get the larger license so they are prepared for this exact scenario. With that you can go to the customer and say hey remember that situation I told you could happen, well it did so we need to upgrade. If you didn't then that's on you. Better to make that mistake on a 4SC sale than a on a 128SC sale.

Hope you (and your customer) doesn't have to wait too long for it to get sorted out one way or another.

 

[YiannisH_3CX]

Hello @Umbrella

Although i do understand the issue and the logic behind your argument, this is how the system is designed to work as to unpark a call from a BLF key, a new call in initiated to the shared parking spot. As this is a call then it counts towards your simultaneous calls count and the call does not go through.
Having said that you can still retrieve a parked call in this scenario using the switchboard of a 3CX client. If the extension has the appropriate rights then the user can right click on the parked call and retrieve it.

 

[Umbrella]

Thank you Yiannish.

While I do I understand the technical explanation for that behavior, I truly believe that this should be addressed as most people you ask including myself will not consider picking up a call as an additional call, and given the fact the most desk phones do not have a computer with windows client installed next to them I think 3CX should consider remedy this issue as soon as possible. Not to mention that this "bug" (allow me to call it by name) can lock down the whole system for customers and lose calls.

Is there any chance to open a discussion about this internally within 3CX and come up with a solution? don't you think picking up calls should be exempt from the call count?

Educating new customers about the switch from traditional lines to Simoulentous call is confusing enough. not to mention the fact that they feel cheated and I don't blame them for it.

Another person suggested "Just upgrade the license" that is, of course, not an option as there is more than enough competition out there, and our goal is to sell as many as 3cx systems we possibly can.

 

[YiannisH_3CX]

Thank you for the feedback but please note that since this is working the way it was designed we do not consider this a bug. That is why i would recommend posting this as a feature request to our ideas section of the forum https://www.3cx.com/community/forums/3cx-ideas/ . All posts are reviewed by their corresponding Departments and, if feasible and voted for by other users as well, may be implemented in an upcoming service pack or update.