License limit is reached but shouldn't occur

[bumbumciccio]

Dear all,
My customer 3CX server, version 16.0.15502, has several entries in the Event log like this:
SIP Server/Call Manager ID: 8193
License limit is reached, active calls: [1941,1944,1945,1946,1947]

However customer paid for 8 simultaneous calls, and this is reported in the License Settings page.
I can provide license key in private message if required.

How can I solve this issue?

With regards
Niccolo Gallarati

 

[Evolute IT]

Dear all,
My customer 3CX server, version 16.0.15502, has several entries in the Event log like this:
SIP Server/Call Manager ID: 8193
License limit is reached, active calls: [1941,1944,1945,1946,1947]

However customer paid for 8 simultaneous calls, and this is reported in the License Settings page.
I can provide license key in private message if required.

How can I solve this issue?

With regards
Niccolo Gallarati

Are there calls in a Callback Queue? Or are there external forwarding?

Only 5 calls should definitely not cause this on a 8SC license.

 

[AWS2P]

Have you tried to refresh licence info in dashboard even if it seems good to 8SC ?

What kind of licence? STD,PRO ,ENT ?

Was it previously a free edition upgraded to commercial ?

 

[Rhys Haskell]

If you go to the management console, click lincence on the right, then click refresh licence key infomation at the top does this resolve it?

 

[Saqqara]

Om the front screen of the Management Console , does the sim calls show 8

 

[AWS2P]

However customer paid for 8 simultaneous calls, and this is reported in the License Settings page.

 

[bumbumciccio]

Thank you to all for the quick replies.

The license is Standard type.
Callback queue I believe is not supported with this license.
No external forwarding is configured, all unanswered calls go to voicemail.
Yes in front page "Sim Calls" value is 8
I have clicked "Refresh License Key Information", will let you know if the event occurs again

 

[Rhys Haskell]

Thank you to all for the quick replies.

The license is Standard type.
Callback queue I believe is not supported with this license.
No external forwarding is configured, all unanswered calls go to voicemail.
Yes in front page "Sim Calls" value is 8
I have clicked "Refresh License Key Information", will let you know if the event occurs again

I would suggest rebooting the server when convinient, and if this doesnt resolve it creating a 3CX ticket.

 

[AWS2P]

No free support for customers, so a support ticket cost 75€ for something shouldn't do this behavior, it's not my first idea.

How many sip channels have you set on your trunk?

 

[YiannisH_3CX]

Hi @bumbumciccio

Check if this happens again after the refresh of the licence and if it does send me a p.m. so we can look into it.