Solved SC with Callbacks pushes over the limit - what's the risk?

[Owen Last]

Good morning,

We have a 3CX instance with a 64 SC count, however this past week we've become ridiculously busy, BUT due to the callback feature the amount of "active" calls we have rarely exceeds half of that, but the added callbacks have made the count on occasion go above 64, as high as 80. The weird thing is it's made no difference to 3CX functionality, I'd have expected us to be alerted via built in licencing alert, or for us not to be able to make calls out / receive calls, but nothing.

What's the risk here before we upgrade to 96SC? seems a waste of $ to change but I'd be really interested to know what risks there'd be - eventually I imagine it will stop calls being made / received, but anything else? dropped calls? broken functionality?

thanks!

 

[Alphabetic]

Queue call backs dont count towards the SC count until the call is initiated from agents to external caller

 

[Owen Last]

I think that was the case before v16 but it definitely does on our version, we had 80+ calls showing on the "Number of calls in use" on the Dashboard, but there were only 15/20 calls which were connected to an agent / queue, the others were QCB.

 

[ChrisC_3CX]

To confirm, as @kieferschild mentioned Queue call backs do not count as SC calls unless they are triggered. This applies for v18 and was also the case in v16.0.8.9.

 

[Owen Last]

Hi Both,

great, thanks for confirming!

 

[ChrisC_3CX]

You're very welcome!

Don't hesitate to post anew should you need additional information or assistance!

 

[ChrisC_3CX]

@Owen Last

To confirm, as @kieferschild mentioned Queue call backs do not count as SC calls unless they are triggered.

A small update on this, Queue call backs will not count against the 3CX SC even after they have been established (Queue Agent answered the QB and got connected with the original caller), so what you experienced is actually expected with the current implementation of 3CX.

 

[VasilisV_3CX]

Hello everyone,

I'd like update this thread and clarify the situation regarding Queue Callbacks and Sim Calls, after discussing it with our R&D department.

At the time of writing, this is behaviour that the software allows. To reiterate, once a call to a Queue becomes a Queue Callback, from that point onward this call does not count as a Sim Call counted towards the License Limit until the call is hung up.

This can result in seeing a number greater than the License Limit in the Dashboard --> "Number of calls in use" field, because even though the QCBs do not count towards the License Limit, they will appear in the "Number of calls in use".

We do however reserve the right to change this at any time, possibly without warning. If this does occur, QCBs will start consuming 1 SC from the License Limit and some systems that are currently seeing the limit being exceeded will stop being able to do so.
To clarify this statement, the fact that QCBs do not currently consume 1 SC is not an advertized or intended feature, so if it stops working in a future version after V18 U2, you will not be able to claim that because it worked before, it should work in future versions too.

Given the information above, the way we see it there are 2 options:
a) You can continue using this functions exactly as you are now, even if the Sim Calls are exceeding the License Limit, but be mindful that in the future, you may have to increase the SC of your License to continue using it to this extent in a future version of our software.
b) Re-assess the amount of SC your system needs, also taking into account the Queue Callbacks you use, and preemptively increase the SC of your Key to cover the usage of your system including the QCBs that are currently not being counted.