Find a call and read its SIP trace

Find the call

The Console lists every call that Enfonica handles, whether it was answered or failed. The one exception is a call that Cloud SIP refuses at the edge of its network. For more information, see What if the call isn't in the list? Finding a call takes about a minute.

1. Sign in to the Enfonica Console, and select the project the number belongs to.
2. Go to Cloud Voice > Calls. The list starts with the last 30 days of calls.
3. Select Filters.
4. Under Phone numbers, in To or From, enter the number in full international format, for example +61255501234.
5. Set the Date range to the day of the call, and then select Apply filters. To narrow the list further, select a State, such as FAILED, or a Direction.
6. Find the row whose time matches the call, and select it. The call's page opens.

Why does one call have two rows?

A call that passes through Enfonica has a leg on each side, and each leg is its own row. To tell the legs apart, look at these:

• Direction. This is from Enfonica's point of view. Incoming legs come in to Enfonica, and Outgoing legs go out from it.
• Transport. This says which side each leg is on. PSTN is the phone network. SIP is your PBX (phone system), SBC (session border controller), Microsoft Teams, or another SIP platform.

The SIP trace belongs to the SIP leg, so open that one. On a later leg, Originating call links back to the leg that started it. Forwarding and Flow add more legs in the same way. Call recordings appear on the Incoming leg.

Read the call's details

The top of the call's page shows the call ID and the call's state. The call ID is the long code in the page's heading and in its address. It's the one thing we need to find a call, so copy it when you contact us.

What does the error code mean?

The Error code sorts the failure into one of six kinds, and the Error message gives the detail. Together, they tell you who can fix it.

Open the SIP trace

The SIP trace shows each message between Enfonica and your system during the call, in order. When a call doesn't work, it's the most useful thing in the Console.

1. On the call's page, find SIP Insights. It appears on SIP legs. Traces are kept for 30 days. After that, it shows "SIP dialog not available".
2. Select View SIP trace. The trace opens.
3. Read the columns. Each one is a system in the call, labeled with its IP address. Enfonica's is one of its signaling addresses, 34.87.239.197 or 34.87.254.143. The other is your PBX, SBC, or platform, at its public IP address.
4. Read down the arrows. Each arrow is one message, in order from top to bottom, with the time it was sent. It points from the system that sent it to the one that received it. Most requests, such as INVITE, are blue. Replies and ACK are green, except replies that start with 5, which are red.
5. To see a message in full, with every header, select it.
6. To open the trace in a tool such as Wireshark, or to send it to your PBX vendor, close the trace. Then, under SIP Insights, select Download PCAP. The file holds the call's SIP messages, not its audio.

Read the trace

A SIP call is a short exchange of requests, such as "here's a call," and numbered replies, such as "it's ringing." The following table shows a call to your number that your PBX answers, as the trace draws it.

A call your PBX makes looks the same with the roles swapped. Your PBX sends the INVITE, and Enfonica sends the replies it gets from the phone network.

When a call fails, find the final response. It's the last numbered reply to the INVITE. Its first digit tells you what kind of answer it is, and the words after it give the reason. The arrow shows who sent it.

What common traces mean

Most problems leave one of a few patterns in the trace. Find yours in the following table, and then follow the link.

What if the call isn't in the list?

First, check the project and the date range. If the call still isn't listed, what it means depends on the direction of the call:

• A call your PBX made. Cloud SIP checks each call at the edge of Enfonica's network before it starts. If it refuses a call there, the call gets no record, and it appears only in your PBX's call log or SIP trace. Calls are refused there with errors such as 403 Forbidden, 405 Method not allowed, or 503 Channel Limit Reached, or because outgoing calls are turned off on the SIP domain. If your PBX shows no response at all, the call never reached Enfonica. See Outbound calls aren't going through.
• A call to your number. The call never reached Enfonica, so the fault is in the caller's network or between carriers. We raise these faults for you. See Calls from some networks never arrive.

Check that it worked

1. Make sure that the call's From, To, and Timeline match the call you were looking for.
2. Make sure that you can say how the call ended. That means its state, its error code if it has one, the final response in the SIP trace, and which side sent it.
3. Find the article that covers that response, or get the call ID ready to send us with the details in What to send us.