Total Active Call Licensing Limit Now Applies To Callbacks

[Thomas Miller]

We have made extensive use of the callback feature and our customers are really enjoying it. Until this morning, we've never had a problem with the total number of active calls reaching the licensed limit, largely due to the use of this feature. With v16, we have been made aware that the total number of callers queued for callbacks is now governed by the active call limit.

This is unacceptable. While a caller is awaiting a callback, they are not an active call. They are nothing more than a line in a database until the call is made. It is unjustifiable to charge customers for an active call slot when the caller is just a line in a database.

I urge you to reconsider this change. A lot of customers will jump the 3CX ship if this continues.

 

[Thomas Miller]

Still waiting for 3CX to justify this.

 

[YiannisH_3CX]

Hello @Thomas Miller

Please note that the original intention has always been for callback calls to be counted against simultaneous calls. Due to the changes in the functionality of queues, when a user requests a callback, a call remains active as a placeholder in the IVR service and when an agent is available the IVR service polls the agent with that call.
Due to the same changes however, now when a call arrives in a queue and the agents are being polled, it counts as one simultaneous calls where previously it used to take 2 calls until the call was answered by an agent.