License Limits

[Kasalwe]

Good day people, i need help with my current configuration, i have 5 agents on a 4SC license, we have a queue with a polling strategy "least answered first". For the last 3 weeks we have had a strange occurrence happening, we have 3 agents engaged in calls (say 2 outgoing calls, 1 call from the queue). When ever someone calls in they get an automated message talking about "license limit reached". Kindly asking for assistance the client wants to review our contract with them because they feel like we are not delivering what we promised.

 

[Evolute IT]

Good day people, i need help with my current configuration, i have 5 agents on a 4SC license, we have a queue with a polling strategy "least answered first". For the last 3 weeks we have had a strange occurrence happening, we have 3 agents engaged in calls (say 2 outgoing calls, 1 call from the queue). When ever someone calls in they get an automated message talking about "license limit reached". Kindly asking for assistance the client wants to review our contract with them because they feel like we are not delivering what we promised.

Callbacks, bridges, dial-in meetings, they all take a call path.

I'd upgrade to 8SC and fix the issue this way. 3 calls on a 4 SC is too flush for my liking.

 

[VoIPTools]

Extension to extension calls, people on hold, people waiting in the queues, calls forwarded to an outside number require 2 simultaneous calls. It is clear from the message that you have more than 3 calls connected. You may not have agents actively talking to more than 3 people, but I can guarantee you have all four simultaneous calls in use. As Frederick said, it is time to upgrade to a larger 3CX license.

 

[AWS2P]

be sure to have enough free channels on your sip trunk too and set in trunk section in 3cx console

 

[Kasalwe]

Thank you kindly note that " Callbacks, bridges, dial-in meetings " are not in use at the moment, and it was working just fine until recently no configuration changes have been done.

 

[Alphabetic]

Dont complain! Must mean an increase in business for customer

 

[Kasalwe]

Lol, i wish the client thinks they are not getting what they are paying for.

 

[JohnS_3CX]

You need to explain to the client from beforehand so they have the right expectations, but I agree 4SC is just too small. If you already have 5 agents sitting in a queue, then you expect up to 5 agents to be in a call, something that clearly won't work once enough callers try to ring you.

 

[Kasalwe]

Extension to extension calls, people on hold, people waiting in the queues, calls forwarded to an outside number require 2 simultaneous calls. It is clear from the message that you have more than 3 calls connected. You may not have agents actively talking to more than 3 people, but I can guarantee you have all four simultaneous calls in use. As Frederick said, it is time to upgrade to a larger 3CX license.

Hi thank you for the reply, the issue is if we try to call out using 4 extensions the 4th call will be rejected it will talk about license limit.

 

[Kasalwe]

You need to explain to the client from beforehand so they have the right expectations, but I agree 4SC is just too small. If you already have 5 agents sitting in a queue, then you expect up to 5 agents to be in a call, something that clearly won't work once enough callers try to ring you.

Hi thanks John i understand what you are saying but the error is for both inbound and outbound calls.
i can't call out using 4 extensions the fourth extension will not call out.

 

[JohnS_3CX]

The license controls both external (meaning inbound and outbound), as well as internal calls.

External calls can also be limited (sometimes) by your provider too and your trunk settings.

Some people use analog gateways, which are also limited (4 ports = four simultaneous external calls)

 

[Kasalwe]

The license controls both external (meaning inbound and outbound), as well as internal calls.

External calls can also be limited (sometimes) by your provider too and your trunk settings.

Some people use analog gateways, which are also limited (4 ports = four simultaneous external calls)

Hi John the setup is that it's a call center so the only extensions are the 5 call center agents, we have an E1/T1 x 3 for our three different providers. We have a queue and IVR, a call first hits the IVR then the queue, after it's transferred to the next available, the strategy is :"least answered calls first".

 

[JohnS_3CX]

Hi Kasalwe,

Thanks for the description, although I think in this case it is entirely irrelevant.

If your simultaneous calls are in use, they are in use. It doesn't matter if they are internal or external calls.

You can monitor here when the problem happens:

Click there, it takes you to the Active Calls page so you can see exactly which calls are using it at the current moment. This is updates live so its a good place to monitor your calls that are in use

 

[Kasalwe]

i can view that, and i do use that but if it says 3 calls in use and i call out as the 4th caller i get hit with the license limit, also if i try and call in while there are 3 calls in use i get hit with the same automated response. The funny thing is that 6 weeks ago we didn't have this issue we started having problems when the license expiry messages/emails started coming. In all honesty i would like to know how is it possible to have 4SC license and not be able to call out on all 4 lines?

 

[JohnS_3CX]

Ok let's make a small test to find out. The next time this happens (you see only 3 calls in use and cannot call), try to simply dial your voicemail internally (usually extension 999).

Check the management console to see that the number of calls becomes 4 out of 4 and the you hear the voicemail menu.