Unable to Answer New Calls - License Limit Reached

[aedscorn]

We have a new issue that has only started in the last couple weeks. Our license is 4 lines. When we have three lines in use, when a new call comes in no one is able to answer it as they receive a message saying "license has been reached, contact administrator". I have watched active calls and discovered that when the new call comes in and someone attempts to answer, 3CX for some reason think's this is a new call, so it shows two calls instead of one. Is there any way to resolve this?

 

[SteveITS]

How are they trying to answer it specifically? (dial code, pick up ringing ring group, right click in Panel, etc.)

 

[aedscorn]

It is ringing to a ring group and they are answering by picking up the phone.

 

[aedscorn]

Also unable to answer in the iPhone, Windows, and Web apps

 

[SteveITS]

And you're seeing it on the Active Calls page? Hmm, I just tried a few times and do not see two calls there, though our server wasn't at the call limit.

 

[aedscorn]

Correct, this is in the active calls page. I will attempt to take a screenshot the next time it happens