Overview

Your agents are unable to place outbound calls and you need to get this fixed urgently.

Solution

Open a Support Request and provide the Call IDs of calls that have failed so our Support Team can investigate. Please also indicate whether you have a higher than average number of calls or you are experiencing a spike in calls recently.

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This issue is known to occur when the Session Border Controller (SBC) reaches its licensing capacity. The SBC logs will show the following error: [Tag: Default] Error : Failed due to max active
session constraints. Current Active Sessions are :270against max 270 For:
PSTN-Interconnect in file DirectionalSessionConstraint.cc line number 603

Note: The line number may be different.

When the SBC reaches its capacity it becomes a bottleneck for all customers since this is a shared hardware device. Escalate to SaaS Ops so that they can determine the cause and solution. In cases where a customer has unexpectedly increased their call volume significantly, SaaS Ops may throttle the customer who produced the spike in order to have capacity for other customers.

This same issue can occur on the Media Processing Server (MPS) for the same reasons. Elevate the ticket to SaaS Ops per the Volt Delta Routing Table.

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