Call Issues

Unable to make outbound calls

The first place to always check here is the unit configuration, and that the extension has an Outbound CLI set.

Otherwise, the symptoms of the issue may help point to the cause. If the end user is being played an audio message, this message should provide detail as to why they're unable to make the call, normally resulting from a financial limitation in place, or that they're not permitted to make the call due to no outbound CLI being set. It's therefore useful to check the number they're dialling, that it's valid, and if so that their per-minute and connection limits allow the call.

The easiest way to do this is via the Issue Finder.

Incoming "ghost calls"

This is normally described as a number of calls with no one actually on the other side of the call when they're picked up, and the CLI will display as something like 100, 1000 or SIPVicious. Most likely this is something like SIPVicious or a similar automated port scanning software. The easiest resolution is to change the local SIP port on the device, which will be likely set to 5060.

You can find a series of guides for changing the local SIP port on a number of devices in our main Hardware Guides area.

Can't receive incoming calls on a specific extension

Sometimes a complaint may be received that a certain extension can't receive calls. It's useful to test this internally if possible, and ask the customer to dial from one extension to another. If it still isn't functioning, check to ensure DND is not enabled.

It should also be verified that the extension is part of the appropriate call group or queue if their incoming number is set to ring multiple extensions at the same time.

This can also be checked using the Issue Finder.

Answering calls takes a few seconds for the call to pickup

This is often caused by a local NAT issue within the customer's network. The first thing to check is that STUN has been disabled in the connecting device's settings.