parallel call not possible when calling a group over ivr

[bit101]

Hi,

we have the following situation:
external caller calls a group via the IVR. The telephone within the group are ringing and all is fine, they can speak. But when a second caller is calling the same group over the IVR at the same time then the other telephone does not ringing and the call is broken.
We have enough line free (10) from our trunk provider. The 3CX license is the standard license

What could be the reason?

Thanks in advanced!

 

[JohnS_3CX]

Hi,

Please take a look here and provide us with some more info
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[bit101]

Hi,

3CX PBX Version with 8SC is 16.0.655 running on a Debian 9 VM with 2vCPU, 4GB RAM, 40GB SSD in a german datacenter. Locally at customer side we have installed a SBC on a Windows 10 Pro VM. They have Snom Desk Phones D385 and Snom DECT M70 Mobiles with M900 Dect Basis Stations. All Phones are connected with the SBC and are provisioned over the SBC with the 3CX in the cloud correctly. The Trunk provider is easybell with 10sc here in germany.

All other things works perfect. I dont know yet if the mistake also occurs when we call the group directly without the IVR. But basically when one member of the group is busy, an another free member of this group has to ring. Is there any setting we can set? Has this something to so with the license?

 

[JohnS_3CX]

Are the DECT phones part of the ring groups? If so, how many extension try to ring on a single base?

 

[bit101]

Just an update info:
I saw that the ring duration to that group was set to 12 seconds, after that it is set to end the call. This is too short for sure and i set it now to 60 seconds. I also update 3cx standard to the pro license with 8SC. After that i tried the test again and now it works! 2 caller at the same time can connect via IVR to that ring group.

I've faced also with the problem that i dont got the hold music when the second caller press the key in the IVR for the ring group: https://www.3cx.com/community/threads/no-ring-group-ring-tone-after-transferring-from-ivr.65023/
After the update to 3CX pro it is also solved. Now the Hold Music plays as it should.

We will have a look on that and will come back to you, when we did several tests:
But thanks for your help!