PortSIP Knowledge Base
  • PortSIP Communications Solution
    • What is PortSIP?
    • The Advantages of PortSIP PBX vs. Other PBXs
    • PortSIP PBX Administration Guide
      • Overview
      • PortSIP Security Features
      • Summary of Changes
      • Before Started
      • 1 Installation of the PortSIP PBX
        • Installation of PortSIP PBX v22.x
          • Install PortSIP PBX on Linux
          • Install PortSIP IM Server on Linux
          • Install PortSIP PBX on Windows
          • Upgrade to the Latest Version Within v22.x on Linux
          • Upgrade to the Latest v22.x on Windows
          • Upgrade v16.x to the Latest v22.x on Linux
        • Installation of PortSIP PBX v16.x
          • Upgrade to the Latest v16.x Release
      • 2 Configuring the PortSIP PBX
      • 3 Tenant Management
        • Password and Sign-In Security
      • 4 Phone Device Management
        • Managing Phones
        • Auto Provisioning Security
        • Custom IP Phone Template
        • Bulk Importing Users and Auto Provisioning IP Phones
        • Zero Touch Provisioning Phones
        • Provision Phone Using PnP
        • PnP Auto Provisioning IP Phone Multicast Debug
        • Provision Phone Using RPS
        • Provision Phone Using DHCP Option 66
        • Provision Phone Using TFTP
        • Provisioning Cisco 79xx IP Phones
        • Provision Fanvil DECT IP Phones
        • Provision Yealink DECT IP Phones
        • Provision SNOM DECT IP Phones
        • Configuring Private RPS Account
      • 5 User Management
        • Users
        • How to Configure the Endpoints?
        • User Groups
        • DND and Automatic Callback
        • Speed Dial 8
        • Speed Dial 100
      • 6 Transport Management
      • 7 Trunk Management
        • Configuring SIP Trunk
        • Handle Outbound Calls Through SIP Trunk
      • 8 Call Route Management
        • Configuring Inbound Rule
        • Configuring Outbound Rule
      • 9 Configuring PortSIP SBC
        • Topology
        • Summary of Changes
        • Installation PortSIP SBC v11.x
        • Installation PortSIP SBC v10.x
        • Configuring PortSIP SBC for WebRTC
        • Upgrade to the Latest v11.x Release
        • Upgrade to the Latest v10.x Release
      • 10 Configuring SBC for MS Teams
        • Architecture
        • Configuring Microsoft Teams
        • Configuring SBC and PBX
        • Configure an SBC for Multiple Tenants
      • 11 Deploy the SBC Cluster
      • 12 Configuring Virtual Receptionist
        • Managing Virtual Receptionist
        • Visual IVR Editor Guide
        • Direct Inward System Access (DISA)
      • 13 Configuring Ring Group
      • 14 Call Parking
        • PortSIP Call Parking Feature
        • Using Call Parking Feature
        • Using Enhanced Call Park on Fanvil IP Phones
        • Using Enhanced Call Park on Yealink IP Phones
        • Using Enhanced Call Park on Grandstream IP Phones
        • Using Enhanced Call Park on SNOM IP Phones
        • Using Enhanced Call Park on Dinstar IP Phones
        • Using Enhanced Call Park on Htek IP Phones
      • 15 Shared Voicemail
      • 16 Call Queue
        • Configuring Call Queue
        • Configuring Queue Callback
        • Agent States and Work Modes
        • Skills-Based Routing
        • Silent Monitoring
        • Wallboards
      • 17 Roles and Permissions
      • 18 E164 Number Processing
      • 19 Billing
      • 20 CDR and Call Recordings
        • CDR
        • Call Recordings
        • CDR Field Descriptions
      • 21 Call Reports
      • 22 Dealers
      • 23 Feature Access Codes
      • 24 Call Pickup
      • 25 Meetings
        • Joining a Meeting with the Invite Link
      • 26 Hot Desking
      • 27 STIR/SHAKEN
        • Configuring STIR/SHAKEN
      • 28 Digital Engagement Channels
        • SMS Channel
        • WhatsApp Channel
        • Manage SMS/WhatsApp Message Conversations
      • 29 Integrations
        • Microsoft 365 Integration
        • Google Workspace Integration
      • 30 Office Hours and Holiday Schedule
        • Configuring Office Hours and Holiday Schedule
        • Routing Calls Based on Office Hours and Holidays
      • 31 Configuring Email Notifications
      • 32 Night Mode
      • PBX and SIP Trunk using PortSIP SBC
      • SIP Header Manipulation
      • Rebranding PortSIP PBX, SBC
      • System Service Extension Numbers
      • Certificates for TLS/HTTPS/WebRTC
        • Preparing TLS Certificates
        • Update Certificates
      • Backup and Restore: An Essential Guide
        • Backup and Restore PortSIP PBX
        • Backup and Restore PortSIP SBC
      • Storing Into AWS S3
      • Storing Into Azure Blob Storage
      • Trace Server - A Better Way to Monitoring SIP Messages and QoS for PortSIP PBX
    • Configuring SIP Trunks
      • QuestBlue SIP Trunk
        • Purchase a DID on QuestBlue Platform
        • Configuring QuestBlue IP Authentication Trunk
        • Configuring QuestBlue Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • QuestBlue SMS Integration
      • Twilio SIP Trunk
        • Purchase a DID on the Twilio
        • Configuring Twilio Register Based Trunk
        • Configuring Twilio Interconnect Trunk
        • Configuring Outbound & Inbound Calls
        • Twilio SMS Integration
      • Telnyx SIP Trunk
        • Purchase a DID on Telnyx Platform
        • Configuring Telnyx IP Authentication Trunk
        • Configuring Telnyx Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Telnyx SMS Integration
      • Vonage SIP Trunk
        • Purchase a DID on Vonage Platform
        • Configuring Vonage IP Authentication Trunk
        • Configuring Vonage Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Vonage SMS Integration
      • VoIP.ms SIP Trunk
        • Purchase a DID on VoIP.ms
        • Configuring VoIP.ms Register Based Trunk
        • Configuring Outbound & Inbound Calls
        • VoIP.ms SMS Integration
      • Voxtelesys SIP Trunk
        • Purchase a DID on Voxtelesys Platform
        • Configuring Voxtelesys IP Authentication Trunk
        • Configuring Voxtelesys Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Voxtelesys SMS Integration
      • Wavix SIP Trunk
        • Purchase a DID on Wavix Platform
        • Configuring Wavix IP Authentication Trunk
        • Configuring Wavix Digest Trunk
        • Configuring Outbound & Inbound Calls
        • Wavix SMS Integration
      • VoIP Innovations SIP Trunk
        • Purchase a DID on VoIP Innovations Platform
        • Configuring VoIP Innovations IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • VoIP Innovations SMS Integration
      • Bandwidth SIP Trunk
        • Purchase a DID on Bandwidth Platform
        • Configuring Bandwidth IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Bandwidth SMS Integration
      • Flowroute SIP Trunk
        • Purchase a DID on Flowroute Platform
        • Configuring Flowroute IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Flowroute SMS Integration
      • Gamma SIP Trunk
      • Aire Networks SIP Trunk
      • VoiceMeUp SIP Trunk
        • Configuring VoiceMeUp Trunk
        • VoiceMeUp SMS Integration
    • PBX Cluster (v22.x)
      • Topology
      • Preparing Cluster Servers
      • Configuring Cluster Servers
      • Managing Cluster
    • High Availability (v22.x)
      • High Availability and Sclability On-Premise
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on Ubuntu
        • Upgrading High Availability Installation
        • Scaling Servers On-Premise for High Availability
        • Scaling SBC On-Premise for High Availability
        • Scaling IM Server On-Premise for High Availability
      • High Availability and Scalability on AWS
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on AWS
        • Upgrading High Availability Installation
        • Increase Size of EBS Volume
        • Scaling Servers on AWS for High Availability
    • PBX Cluster(v16.x)
      • Topology
      • Preparing Cluster Servers
      • Configuring Cluster Servers
      • Managing Cluster
      • Configuring Cluster Servers for High Availability
    • High Availability (v16.x)
      • High Availability for On-Premise
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on Ubuntu
        • Upgrading High Availability Installation
      • High Availability and Scalability on AWS
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on AWS
        • Upgrading High Availability Installations
        • Increase Size of EBS Volume
        • Scaling Servers on AWS for HA
    • FAQ
      • Troubleshooting Call Issues
      • How to Activate License key?
      • What File Format Is Required for PortSIP PBX Prompt?
      • What is the Multi-Tenant PBX?
      • Is the PortSIP PBX built on Asterisk, FreeSwitch?
      • What is the SBC?
      • What is the PBX? Features, Benefits
      • What is Direct Inward Dialing (DID)?
      • What is the DID Pool?
      • What are IP Phones Work with PortSIP PBX?
      • Hardware Specifications
      • How to Adjust the REST API Rate Limit?
      • SIP Status Code of Response
      • What is SIP ALG and Why You Need to Disable It?
      • Essential Factors for Choosing a Could PBX Solution
      • Migrate from legacy FCM APIs to HTTP v1 for Android Push Notifications
      • PortSIP SDK License Agreement
      • PortSIP Software End-User License Agreement
    • Simplifying Unified Communications with WebRTC and SIP
    • CPaaS vs. UCaaS: What’s the Difference and How to Choose?
    • What is CPaaS? Communications Platform as a Service Explained
    • UCaaS is Unified Communications as a Service
    • Understanding CPaaS: What it is and What it Requires
    • Cloud PBX Empowering Service Providers
  • Apps Guides
    • PortSIP ONE Desktop App
      • Sign in to PBX
      • Calls, Messages, and Voicemails
      • Customize Your Caller ID
      • SMS and WhatsApp Messaging
      • Click to Call
      • Calling from Another Device
      • Change Your Call Queue Status
    • PortSIP ONE Mobile App
      • Sign in to PBX
      • Calls, Messages, and Voicemails
      • Customize Your Caller ID
      • SMS and WhatsApp Messaging
      • Change Your Call Queue Status
    • PortSIP Softphone
  • DEVELOPING WITH PORTSIP
    • Getting Started
    • Calling APIs
      • User Manual for Windows
      • User Manual for iOS
      • User Manual for Android
      • User Manual for macOS
    • REST APIs
      • Version 22.2
        • Get Started
          • Schema
          • Authentication and Authorization
          • HTTP verbs
          • Summary Representations
          • Resource ID
          • Query Options Overview
          • Detailed representations
          • Timezones
          • API Response
          • Error Handling
          • Resource Synchronization
          • Personal Contacts Synchronization
        • Authentication
        • Administrations
        • Extensions
        • Authentication
        • Tenants
        • Call Queues
        • Billing
        • CTI
        • Call Sessions
        • Call Detail Records
        • Conference
        • Contact
        • Emergency Numbers
        • Extensions
        • Files
        • Blobs
        • Trunks
        • Inbound Rules
        • Outbound rules
        • Virtual Receptionists
        • Media Server
        • MOH
        • Automatic Callback
        • Auto Provisioning
        • Push Notification
        • Ring Groups
        • Shared Voicemails
        • Security
        • Feature Access Codes
        • Voicemails
        • Call Park
        • Call Pickup
        • Hot Desking
        • External Message
        • Notification
        • Troubleshooting
        • Microsoft 365
        • Models
      • Version 22.1
        • About
        • API reference
          • Info
          • Login
            • By microsoft
          • Logout
          • Network
          • Sbc
            • Token
              • Destroy
          • Im
            • Token
              • Destroy
          • Dealers
            • Password
            • Destroy
          • Mobile push
            • Destroy
          • Ip filters
            • Destroy
            • Export
          • Transports
            • Destroy
            • Status
          • Tenants
            • Switch
            • Dealers
              • Destroy
            • Destroy
          • Tenant
            • Status
            • Notification
              • Test email
            • Password policy
            • Billing
            • Balance
            • Custom headers
          • Conference servers
            • Status
            • Destroy
          • Media servers
            • Status
            • Destroy
          • License
          • Key
          • Brand
          • Dealer
            • Status
            • Username
            • Password
          • Roles
            • Destroy
          • User
            • Password
            • Extension password
            • Profile
            • Status
            • Presence
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Cdrs
              • Sync tokens
                • Diff
            • External messages
            • Recordings
              • Destroy
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
            • Meetings
              • Destroy
              • Status
              • Mute
              • Unmute
              • Lock
              • Unlock
              • Start
              • Stop
              • Start recording
              • Stop recording
              • Participants
                • Layout
                • Invite
                • Mute
                • Unmute
                • Chairman
                • Position
                • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Contacts
              • Favorite
              • Unfavorite
              • Destroy
              • Sync tokens
                • Diff
            • Call queues
              • Agent
            • Outbound caller ids
            • Ring groups
            • Business contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
            • Extension contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
          • Users
            • Profile
            • Password
            • Extension password
            • Role
            • Ms365 binding
              • Destroy
            • Destroy
            • Status
              • Destroy status
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Call queues
              • Agent
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
          • Extension numbers
          • Groups
            • Destroy
            • Members
              • Destroy
          • Voicemails
            • Set read
            • Set unread
            • Destroy
          • Recordings
            • Destroy
          • Call queue servers
            • Status
            • Destroy
          • Call queues
            • Status
            • Destroy
            • Waiting
              • Pickup
            • Agents
          • Exclusive numbers
            • Destroy
            • Call queues
              • Agents
              • Destroy
            • Export
          • Vip numbers
            • Destroy
            • Export
          • Call queue blacklisted numbers
            • Destroy
            • Export
          • Call queue blacklist prompts
          • Sessions
            • Directly
            • Hold
            • Unhold
            • Refer
            • Attended refer
            • Destroy
          • Conference rooms
            • Destroy
            • Status
            • Mute
            • Unmute
            • Lock
            • Unlock
            • Start recording
            • Stop recording
            • Participants
              • Layout
              • Invite
              • Mute
              • Unmute
              • Chairman
              • Position
              • Destroy
            • Recordings
              • Destroy
              • Set read
              • Set unread
          • Contacts
            • Destroy
            • Export
          • Emergency numbers
            • Destroy
          • Files
            • Destroy
          • Blobs
            • Uploads
              • Append
              • Complete
              • Status
              • Destroy
          • Inbound rules
            • Destroy
            • Export
          • Moh server
            • Musics
              • Destroy
          • Monitor
          • Monitor groups
            • Destroy
            • Members
              • Destroy
            • Managers
              • Destroy
          • Call park
          • Call park groups
            • Destroy
            • Members
              • Destroy
          • Call pickup groups
            • Destroy
            • Members
          • Voicemail
          • Acb
          • Outbound rules
            • Destroy
            • Export
            • Applied groups
              • Destroy
          • Phone models
          • Phones
            • Reprovision
            • Assignee
            • Reboot
            • Reject
          • Dect phone models
          • Dect phones
            • Destroy
            • Members
          • Providers
            • Status
            • Destroy
            • Export
            • Assignees
              • Destroy
          • Ring groups
            • Agents
            • Destroy
          • Shared voicemails
            • Destroy
            • Voicemails
              • Set read
              • Set unread
              • Destroy
            • Greetings
              • Enable
              • Disable
              • Destroy
          • Holidays
            • Destroy
          • Allowed country codes
          • Disallowed codes
            • Destroy
            • Export
          • Blacklisted numbers
            • Destroy
            • Export
          • Call rates
            • Destroy
            • Export
          • Ivr servers
            • Status
            • Destroy
          • Ivrs
            • Status
            • Destroy
            • Action urls
              • Destroy
          • Hotdesking
            • Status
            • Logout
            • Destroy
          • Sms
            • Destroy
          • Whatsapp
            • Destroy
          • Cdrs
          • Calllogs
          • External messages
          • Call reports
            • Destroy
          • Completed call reports
            • Destroy
          • Feature access codes
          • Default email templates
          • Custom email templates
          • Audit logs
          • Event logs
          • Ms365
            • Certificate
            • Users
          • Google
          • Admin
            • Status
            • Username
            • Password
            • Settings
            • Notification
              • Test email
            • Ms365
              • Certificate
            • Google
          • Templates
            • Phones
              • Destroy
        • Specification
      • Version 22.0
        • About
        • API reference
          • Info
          • Login
            • By microsoft
          • Logout
          • Network
          • Sbc
            • Token
              • Destroy
          • Im
            • Token
              • Destroy
          • Dealers
            • Password
            • Destroy
          • Mobile push
            • Destroy
          • Ip filters
            • Destroy
            • Export
          • Transports
            • Destroy
            • Status
          • Tenants
            • Switch
            • Dealers
              • Destroy
            • Destroy
          • Tenant
            • Status
            • Notification
            • Password policy
            • Billing
            • Balance
            • Custom headers
          • Conference servers
            • Status
            • Destroy
          • Media servers
            • Status
            • Destroy
          • License
          • Key
          • Brand
          • Dealer
            • Status
            • Username
            • Password
          • Roles
            • Destroy
          • User
            • Password
            • Extension password
            • Profile
            • Status
            • Presence
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Cdrs
              • Sync tokens
                • Diff
            • Recordings
              • Destroy
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
            • Meetings
              • Destroy
              • Status
              • Mute
              • Unmute
              • Lock
              • Unlock
              • Start
              • Stop
              • Start recording
              • Stop recording
              • Participants
                • Layout
                • Invite
                • Mute
                • Unmute
                • Chairman
                • Position
                • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Contacts
              • Favorite
              • Unfavorite
              • Destroy
              • Sync tokens
                • Diff
            • Call queues
              • Agent
            • Outbound caller ids
            • Ring groups
            • Business contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
            • Extension contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
          • Users
            • Profile
            • Password
            • Extension password
            • Role
            • Ms365 binding
              • Destroy
            • Destroy
            • Status
              • Destroy status
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Call queues
              • Agent
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
          • Extension numbers
          • Groups
            • Destroy
            • Members
              • Destroy
          • Voicemails
            • Set read
            • Set unread
            • Destroy
          • Recordings
            • Destroy
          • Call queue servers
            • Status
            • Destroy
          • Call queues
            • Status
            • Destroy
            • Waiting
              • Pickup
            • Agents
          • Exclusive numbers
            • Destroy
            • Call queues
              • Agents
              • Destroy
            • Export
          • Vip numbers
            • Destroy
            • Export
          • Call queue blacklisted numbers
            • Destroy
            • Export
          • Call queue blacklist prompts
          • Sessions
            • Directly
            • Hold
            • Unhold
            • Refer
            • Attended refer
            • Destroy
          • Conference rooms
            • Destroy
            • Status
            • Mute
            • Unmute
            • Lock
            • Unlock
            • Start recording
            • Stop recording
            • Participants
              • Layout
              • Invite
              • Mute
              • Unmute
              • Chairman
              • Position
              • Destroy
            • Recordings
              • Destroy
              • Set read
              • Set unread
          • Contacts
            • Destroy
            • Export
          • Emergency numbers
            • Destroy
          • Files
            • Destroy
          • Blobs
            • Uploads
              • Append
              • Complete
              • Status
              • Destroy
          • Inbound rules
            • Destroy
            • Export
          • Moh server
            • Musics
              • Destroy
          • Monitor
          • Monitor groups
            • Destroy
            • Members
              • Destroy
            • Managers
              • Destroy
          • Call park
          • Call park groups
            • Destroy
            • Members
              • Destroy
          • Call pickup groups
            • Destroy
            • Members
          • Voicemail
          • Acb
          • Outbound rules
            • Destroy
            • Export
            • Applied groups
              • Destroy
          • Phone models
          • Phones
            • Reprovision
            • Assignee
            • Reboot
            • Reject
          • Dect phone models
          • Dect phones
            • Destroy
            • Members
          • Providers
            • Status
            • Destroy
            • Export
            • Assignees
              • Destroy
          • Ring groups
            • Agents
            • Destroy
          • Shared voicemails
            • Destroy
            • Voicemails
              • Set read
              • Set unread
              • Destroy
            • Greetings
              • Enable
              • Disable
              • Destroy
          • Holidays
            • Destroy
          • Allowed country codes
          • Disallowed codes
            • Destroy
            • Export
          • Blacklisted numbers
            • Destroy
            • Export
          • Call rates
            • Destroy
            • Export
          • Ivr servers
            • Status
            • Destroy
          • Ivrs
            • Status
            • Destroy
            • Action urls
              • Destroy
          • Hotdesking
            • Status
            • Logout
            • Destroy
          • Sms
            • Destroy
          • Whatsapp
            • Destroy
          • Cdrs
          • Call reports
            • Destroy
          • Completed call reports
            • Destroy
          • Feature access codes
          • Default email templates
          • Custom email templates
          • Audit logs
          • Event logs
          • Test email
          • Ms365
            • Certificate
            • Users
          • Admin
            • Status
            • Username
            • Password
            • Settings
            • Notification
          • Templates
            • Phones
              • Destroy
        • Specification
      • Authentication
      • Accessing CDRs and Recordings
    • Call Control APIs
    • Messaging APIs
      • Protocol
      • API Examples
    • WSI: Pub/Sub
    • Webhook Events
      • Registering a Webhook
      • Receiving Events via a Webhook
      • Event Reference
    • Mobile Push Notifications
      • How Do Push Notifications Work with PortSIP PBX?
      • Integrating the Push Notifications in Native iOS APP
      • Integrating the Push Notifications in Android APP
  • PBX v12.x (EOL)
    • PortSIP PBX v12.x is EOL
    • High Availability
      • PortSIP PBX High Availability
      • UCaaS High Availability
      • Deploy the PortSIP PBX HA on AWS
      • Deploy PortSIP PBX HA for CentOS
      • Deploy PortSIP PBX HA for Ubuntu
      • Migrate the HA data
    • Push Notifications
      • How do push notifications work with PortSIP PBX?
      • Implement the PUSH notifications in Xamarin iOS APP with PortSIP PBX 12.x
      • Implement the PUSH notifications in native iOS APP with PortSIP PBX 12.x
      • Implement PUSH notifications in Android APP with PortSIP PBX 12.x
      • Implement PUSH notifications in Xamarin Android APP with PortSIP PBX 12.x
    • Tutorials
      • REST API Examples
      • Trace server - A Better Way to Debug PortSIP UC
      • Setup SSL Certificates for HTTPS/WebRTC
      • Going Real-Time with PortSIP PBX Pub/Sub
      • Upgrade PortSIP PBX for offline
      • PortSIP UC Architecture
      • PortSIP PBX Features
      • PortSIP Security Feature
      • Hardware Specifications
      • Setup PortSIP PBX for Linux
      • Upgrade PortSIP PBX
      • Upgrade PortSIP PBX v12.x to the v12.8.7
      • Add Extended Media Server
      • Store the recording files to AWS S3
      • Configure Notifications for Kubernetes
      • Rebranding PortSIP PBX
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On this page
  • 1. Troubleshooting Outbound Calls Issues
  • Check if the Error Originates from the PBX or the Trunk
  • 480 - Temporarily Unavailable
  • 408 - Request Timeout
  • 503 - Service Unavailable
  • 403 - Forbidden
  • 402 - Payment Required
  • 404 - Not Found
  • Other Errors
  • 2. Troubleshooting Inbound Calls Issues
  • Check the Trunk IP Address
  • Check the DID Number
  • Check the Inbound Rules
  • 3. Troubleshooting No Response from the Trunk
  • Check the Whitelist on the Trunk Side
  • Change the User-Agent
  • 4. Troubleshooting Voice Issues for Trunk Calls
  • 5. Troubleshooting PBX Web Portal Login Failures
  • 6. Collect the Logs
  • Capture SIP Messages and RTP Packets
  • Download PortSIP Log Files
  1. PortSIP Communications Solution
  2. FAQ

Troubleshooting Call Issues

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Last updated 3 months ago

This article provides solutions for common PortSIP PBX issues with calls.

1. Troubleshooting Outbound Calls Issues

When you make a call from the app or an IP Phone, if the call fails, you will receive a status code indicating the reason. Below, we explain the status codes and their meanings:

Check if the Error Originates from the PBX or the Trunk

When an outbound call fails, you can determine whether the error occurs in the PBX or is returned by the trunk by following these steps:

First, navigate to Call Statistics > CDR.

  • If no record of your call appears, it means the PBX did not receive the call. In this case, check if your app or IP phone can reach the PortSIP PBX.

  • If a record for the call exists, double-click it:

    • If no pop-up window appears, it indicates the call failed within the PBX (e.g., no outbound rule matched).

    • If a window appears displaying the call details and the Destination field is not empty, it indicates the call was sent to the trunk, but the trunk returned an error. See the example screenshot below for reference.

480 - Temporarily Unavailable

This status code usually means the callee is not online or unavailable to answer your call.

408 - Request Timeout

This status code indicates the callee can’t be reached, possibly due to a lost network connection.

503 - Service Unavailable

This code may appear for the following reasons:

  • The PortSIP PBX can’t provide service at this moment.

  • The app/IP Phone failed to resolve the PBX domain DNS.

  • The SIP trunk can’t provide service at this moment if the call is sent to the trunk.

  • The PortSIP PBX failed to resolve the trunk domain DNS.

403 - Forbidden

This code may appear for the following reasons:

  • The current usage exceeds the PortSIP PBX license.

  • If you make a call to the SIP trunk and the called number starts with a +, it means this is an international call. In this case, if the extension caller role is a standard user, they will receive this error since standard users do not have permission to make international calls, please change the extension's role to avoid this issue.

  • If the extension caller has permission to make international calls, but the country code is disallowed, you will need to allow the country code in the menu: Blacklist and Codes > Codec and E164. Click the tab ALLOWED COUNTRY CODE and select the country code to enable it.

  • The current established calls have reached the maximum call limit of the trunk.

  • The callee number is in the PBX number blacklist. You can manage the blacklist in the menu: Blacklist and Codes > Number Blacklist.

  • The trunk received the call from the PortSIP PBX but returned an error. Please contact your trunk support team for further assistance.

402 - Payment Required

This code appears if the tenant admin has enabled online billing, but the extension caller does not have enough balance.

404 - Not Found

This code may appear for the following reasons:

  • The called extension number does not exist.

  • The called PSTN number does not exist, so the trunk replied 404.

  • The outbound call doesn’t match any outbound rule.

  • The outbound call matched a trunk that was not available.

  • The outbound rule matched, but it is currently outside office hours or during holidays, click the Office Hours tab of the outbound rule to check.

Other Errors

Note: Some trunks also require the Outbound Caller ID to start with a '+'. Please confirm this requirement with your trunk provider.

2. Troubleshooting Inbound Calls Issues

Sometimes, after configuring the trunk and inbound rule in the PortSIP PBX, calls to the DID number may not be received. To troubleshoot this issue, please follow the steps below.

Check the Trunk IP Address

If the trunk sends calls to the PortSIP PBX from an IP address that does not match the IP host or the Associated IP Addresses configured for the trunk in the PortSIP PBX, the PBX will respond with a 407 error.

It’s important to contact your trunk provider to obtain the IP addresses they use to send the INVITE messages to the PortSIP PBX. Once you have this information, add the IP addresses to the Trunk Associated IP Addresses as shown in the screenshot below.

Note: Some preconfigured trunks already have these associated IP addresses.

The trunk also includes an option in the PortSIP PBX: "Verify the port when receiving SIP messages from the trunk". This option is disabled by default. When enabled, the PBX will verify that the source port of incoming SIP messages matches the port configured in the PortSIP PBX. If the ports do not match, the PBX will respond with a 407 error.

We recommend keeping this option disabled by default unless you specifically require it for your configuration.

Check the DID Number

When the PortSIP PBX identifies that the call is coming from a configured trunk, it will check if the dialed number falls within the trunk's DID pool range. If the dialed number is not within the DID pool for a tenant’s configured trunk, the PBX will respond with a 407 error to the trunk.

In many scenarios, customers configure the DID pool without including the country code, but the trunk sends the INVITE message to the PortSIP PBX with the country code prefixed. For example, if a tenant’s DID pool is set to 620012861 or 620012861-6200128618, but the trunk sends the DID as 33620012861 or +33620012861, the PortSIP PBX will return a 407 error because the dialed number is outside the DID pool range. In this case, the DID pool should be configured as 33620012861 or 33620012861-633200128618.

Note: You do not need to include the "+" prefix in the DID pool configuration; the PortSIP PBX will automatically handle this scenario.

Check the Inbound Rules

Once the PortSIP PBX verifies that the call is coming from the trunk, it will proceed to match the tenant's inbound rules. You must ensure that the dialed number matches at least one inbound rule.

For the inbound rule, fill in the "DID/DDI Number or Number Range" field with the dialed number you want to route to an extension or system extension.

3. Troubleshooting No Response from the Trunk

In some cases, the trunk may not respond to the PortSIP PBX when it sends REGISTER, INVITE, or other SIP messages. To troubleshoot this issue, please follow the steps below.

Check the Whitelist on the Trunk Side

Some trunk providers require you to whitelist the PortSIP PBX’s IP address. Please contact your trunk provider to confirm this requirement.

Change the User-Agent

Some trunk providers host their services based on PortSIP competitors' platforms, and they may block the PortSIP PBX User-Agent. So if the trunk recognizes that the SIP message’s User-Agent header includes the "PortSIP" string, it may silently discard the message without sending any response to the PortSIP PBX.

To resolve this, sign in to the PortSIP PBX web portal as a System Administrator, navigate to the menu Advanced > Settings, change the User-Agent, save the changes, and then try again.

Note: This is an unfortunate behavior that wastes both customer and support team time during troubleshooting.

4. Troubleshooting Voice Issues for Trunk Calls

If extension-to-extension calls work correctly, but inbound or outbound trunk calls experience no audio or one-way audio issues, follow these troubleshooting steps:

  1. In the trunk Options section of PortSIP PBX, there is a setting labeled "Use the private IP address to communicate with this trunk." This setting determines how the PBX populates the media IP address in the SDP of INVITE and 200 OK messages during call establishment.

    • When enabled, the PBX inserts its private IP address into the SDP.

    • When disabled, the PBX inserts its public IP address into the SDP.

    Best Practice:

    • If the trunk is connected over the public Internet, keep this option disabled.

    • If the trunk is within a local network (LAN), enable this option.

  2. Some SIP trunk providers require the PBX's IP address to be whitelisted in order to receive RTP (media) packets.

    • Ensure that both the PBX’s IP address and the Extended Media Server IP address (if configured) are whitelisted on the trunk provider's side.

    • Refer to the trunk provider’s documentation for specific whitelisting requirements.

  3. If your PortSIP PBX is hosted on a cloud platform such as AWS, Microsoft Azure, or Google Cloud (GCE), you must configure network security rules to allow media traffic.

    • Ensure that RTP (Real-Time Transport Protocol) port ranges are open.

5. Troubleshooting PBX Web Portal Login Failures

Sometimes, you may encounter error messages when trying to log in to the PortSIP PBX Web Portal. Refer to the following common errors and their potential causes:

  • Error: Unknown Error (500)

    • This usually occurs due to insufficient disk space on the server.

    • Check your server’s disk space usage.

    • As a temporary solution, you can free space by deleting archived log files with the .gz extension in the /var/lib/portsip/pbx/log directory.

    • For a permanent solution, consider increasing your disk size.

  • Error: Login failed, authentication error. (UNAUTHORIZED)

    • This indicates that your username or password is incorrect. Verify your credentials and try again.

  • Error: No tenant information found by provided SIP domain (404)

    • This means the SIP domain does not exist. Double-check the SIP domain you entered and make sure it is correct.

  • Error: Server error, please try again later (502)

    • This indicates that the PortSIP PBX API gateway is down.

    • Insufficient disk space can also trigger this error.

    • If resolving disk space issues does not help, please contact the PortSIP Support Team.

  • Error: the client IP address x.x.x.x has been blocked until [date/time] (DENIED)

    • This occurs when you enter an incorrect password too many times, causing your IP address to be blocked.

    • Use a different IP address (or network) to access the PortSIP PBX Web Portal with the correct credentials.

    • Remove the blocked IP address from the IP Blacklist once you regain access.

Following these steps should help you diagnose and resolve the most common login issues with the PortSIP PBX Web Portal. If you continue to experience problems, please contact PortSIP Support for further assistance.

6. Collect the Logs

Capture SIP Messages and RTP Packets

You can capture SIP messages and RTP packets during a call to aid in troubleshooting.

Linux

  1. Ensure that tcpdump is installed on your Linux server. If not, install it using the following command:

sudo apt install tcpdump
  1. Run the following command to start capturing packets:

tcpdump -i any -w 1000.pcap

You can specify any file name you prefer (other than 1000.pcap), but make sure to use the .pcap extension.

  1. Make the call and reproduce the issue.

  2. Once the issue occurs, keep the call for 5-10 seconds, then stop tcpdump by pressing Ctrl + C.

  3. Send the captured PCAP file to the PortSIP team.

Windows

  1. Make the call and reproduce the issue.

  2. Once the issue occurs, keep the call for 5-10 seconds, then stop the capture.

  3. Save the captured packets as a .pcapng file and send it to the PortSIP team.

Download PortSIP Log Files

By default, the PortSIP PBX log files are stored in the following locations:

Linux

/var/lib/portsip/pbx/log/

If you configured a different path rather than the default path during the installation, the log files will be located in:

path/portsip/pbx/log/

Windows

C:\ProgramData\PortSIP\pbx\log\

If you configured a different path rather than the default path during the installation, the log files will be located in:

path\PortSIP\pbx\log\

Typically, you should copy the callmanager.log file, compress it, and send it to the PortSIP team for further investigation.

Usually, trunks require the Outbound Caller ID (CLI) to be included in the From header of the INVITE message sent to the trunk. The caller extension must configure the Outbound Caller ID or must configure an Outbound Caller ID at the tenant level. For more details, please refer to the section on .

Typically, the Caller Number Mask field does not need to be filled in. For more details, please refer to the guide on .

For these port ranges, refer to the "" article.

By following these steps, you can resolve most voice-related issues with trunk calls. If problems persist, verify the SIP trunk provider's settings and contact the .

To receive alerts before running out of space, enable email notifications by referring to the guide.

PortSIP provides a powerful tool that allows you to troubleshoot calls visually. For more details, please refer to the article

Install and start capturing packets.

Feel free to contact the PortSIP support team at or . Our team will help you resolve any issues.

Handling Outbound Calls Through SIP Trunk
Configuring Inbound Rules
Preparing the Server for Installation
PortSIP support team
Configuring Email Notifications
Trace Server - A Better Way to Monitoring SIP Messages and QoS for PortSIP PBX.
Wireshark
support@portsip.com
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