License Limit Issues. Unexpected behavior when final license is reached but not exceeded.

[ts79]

We have encountered several instances where the license limit was reached. This is a 4SC Hosted Enterprise environment (18.0.7.312).

The license limit alert email lists active calls like this: [2013,2016,2018,2019,2020]

The call logs list calls like this:

07/20/2023 11:26:01 AM Technician1 Client-3 00:10:32 (Tech calls client back) *License 3 used
07/20/2023 11:25:29 AM Technician1 Client-3 Not Answered (not sure why "Not Answered")
07/20/2023 11:22:43 AM Parking orbit (SP0) Receptionist Not Answered (unclear what this refers to)
07/20/2023 11:22:43 AM Receptionist Parking orbit (SP0) 00:00:00 (duplicate log entry?)
07/20/2023 11:22:43 AM Receptionist Parking orbit (SP0) 00:00:14 (trying to find parked call)
07/20/2023 11:22:13 AM Parking orbit (SP0) Not Answered (attempt to retrieve parked call failed)
07/20/2023 11:21:43 AM Client-3 (Client-3) Parking orbit (SP0) 00:01:00 (call is parked as attended trasfer failed)
07/20/2023 11:21:17 AM Receptionist VMail Tech1 00:01:23 (attempted attended transfer landed in VM)
07/20/2023 11:21:02 AM Technician1 00:00:06 (Tech was unable to answer call on webclient). Clicking answer button did nothing.
07/20/2023 11:21:02 AM Technician1 Not Answered (not sure what this means. Perhaps desk phone ringing?)
07/20/2023 11:20:56 AM Receptionist Technician1 Not Answered *License 4 - attempted attended transfer; Tech1 was unable to answer
07/20/2023 11:20:44 AM Client-3 (Client-3) Receptionist 00:00:59 *License 3 used
07/20/2023 11:19:47 AM Client-2 MyExtension 00:29:52 *License 2 used
07/20/2023 11:19:23 AM Client-2 Parking orbit (SP0) 00:00:21
07/20/2023 11:19:12 AM Client-2 Receptionist 00:00:11
07/20/2023 11:17:56 AM Client-1 Technician2 00:19:03 *License 1 used

We have 4 SC licenses, but seem to only benefit from 3. Each time the 4th license is used, we are seeing broken functionality. In this case, unable to answer attended transfer. In previous instances, message stating license limit reached when trying to pickup a parked call.

There is some unclear behavior in the logs which I would like to better understand (see notes above).

Calls land in a ring group with 5 users. In all cases above, calls were answered by a receptionist and parked or transferred.

It is not clear where 5 calls were ever active on the system as reported in the email [2013,2016,2018,2019,2020] as we have no access to the underlying logs.

The system should not prevent calls from being answered after ringing or exhibit erratic behavior on the last license.

Any suggestions or insights would be appreciated.

 

[Alphabetic]

[2013,2016,2018,2019,2020]

Look in the call logs for the above mentioned call IDs.

Note that attended transfer uses 2 SCs whilst the call is being moved.

 

[ts79]

Thank you for the response.

The IDs are not listed in the call logs in 3CX hosted anywhere I can find.
I understand that I would need to drop to the OS which I do not have access to do.

I have read that 2SC are used during attended transfer, which I allowed for in my counts above. While this is perhaps not the expected or desired behavior from the perspective of the customer, it does encourage or even mandate over provisioning.

Based on the logs available, I see no explanation other than that the PBX is using 2 SC licenses for a single call. In the above logs, 2 calls were in progress when a third call came in. That call was put on hold via attended transfer which should use 2 additional SC making the total in use 4. However, the alert lists 5 call IDs. It seems that what should be a single call is using 3 SC in this scenario:

1 for the external caller on hold, 1 for the receptionist doing the attended transfer, and a mystery 3rd SC. It could have been the tech trying to answer the ringing call? Answering that was blocked by the PBX.

Without access to the logs, I cannot investigate further.

 

[ts79]

I switched to Call Queue routing and am now unable to reproduce the issue. Only seems to be a problem with RG.
If there is any way to get the call ID's from the hosted instance, please let me know.

 

[leejor]

Did you have a look at the Activity Log (set to Verbose)? It can be a lot to go though, but should show all the call information.

 

[ts79]

This is hosted by 3CX. Those logs are not exposed through the GUI anywhere I can find. I only have access to the "Reporting" section, which does not expose the call ID in any report I have tried so far.

 

[SweetAction]

This is hosted by 3CX. Those logs are not exposed through the GUI anywhere I can find. I only have access to the "Reporting" section, which does not expose the call ID in any report I have tried so far.

Check the activity log button on dashboard, then the button that says logs above it.

Confirmed this is from a Hosted by 3CX install

 

[ts79]

Thank you! Once I clicked the "Logs" button in your screenshot, I was able to get to the CDRs folder and download the call logs ,which appear to reference the call ID's in the license emails. Just what I was looking for.