---
title: "Find a call and read its SIP trace"
url: "https://enfonica.com/help/call-troubleshooting/find-call-sip-trace"
summary: "Calls through Enfonica are listed under Cloud Voice > Calls in the Enfonica Console. Open a call to see its state and error code. Then read its SIP trace under SIP Insights, which shows each message between Enfonica and your phone system, and where the call stopped."
type: how-to
audience: customers
products: ["Cloud Voice", "Cloud SIP", "Enfonica Console"]
who_can_do_this: "Anyone with access to the project in the Console"
---
# Find a call and read its SIP trace
**Short answer:** Calls through Enfonica are listed under Cloud Voice > Calls in the Enfonica Console. Open a call to see its state and error code. Then read its SIP trace under SIP Insights, which shows each message between Enfonica and your phone system, and where the call stopped.
**Applies to:** Cloud Voice, Cloud SIP, Enfonica Console
**Who can do this:** Anyone with access to the project in the Console
## Before you start
- Access to the project in the Enfonica Console.
- The number that made or received the call, and roughly when it happened.
## 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?](https://enfonica.com/help/call-troubleshooting/find-call-sip-trace#not-listed) Finding a call takes about a minute.
1. Sign in to the [Enfonica Console](https://console.enfonica.com/), 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.
> **Tip:** The list shows times in your computer's time zone, but the date range counts whole days in UTC. For a call made in the morning in Australia, start the date range on the day before.
## 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.
| What happened | The rows you'll see |
| --- | --- |
| Someone called your number, and it went to your PBX | **Incoming**, **PSTN**: the caller's call to your number
**Outgoing**, **SIP**: Enfonica's call on to your PBX |
| Your PBX made a call | **Incoming**, **SIP**: your PBX's call to Enfonica
**Outgoing**, **PSTN**: Enfonica's call to the number dialed |
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 you see | What it tells you |
| --- | --- |
| State, next to the call ID | How the call ended: **Completed**, **Busy**, **Not Answered**, **Rejected**, or **Failed**. A call that's still going shows **Ringing** or **In Progress**. |
| **To** and **From** | The numbers, or the SIP address the call was sent to. |
| **Duration** | How long the call lasted after it was answered. |
| **Error code** and **Error message** | Shown when Enfonica records a reason for a failed call. The next section explains each one. |
| **SIP Call-ID** | The identifier your PBX logs for the same call. To see the PBX's side of the call, search its logs for this ID. |
| **Timeline** | When the call was **Created**, **Started**, rang (**Ringing**), was **Answered**, and **Ended**, to the second. |
## 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.
| Error code | Messages you might see | What it means |
| --- | --- | --- |
| `CONFIGURATION` | `Could not parse CLI`
`Could not parse`, then a number
`No incoming call handlers configured` | A setting stopped the call before it started. For example, Cloud SIP couldn't read the caller ID or the number dialed (see [484 Address Incomplete](https://enfonica.com/help/sip-errors/484-address-incomplete)), or the number has nowhere to send its calls. You can fix these in your PBX or project. |
| `ENDPOINT` | `The endpoint could not be reached`
`The endpoint is not connected`
`Forbidden`
`Authentication required` | The place Enfonica sent the call didn't take it. Your PBX or Teams didn't answer or refused it, or the phone network said the number doesn't exist. The SIP trace shows the exact reply. |
| `APPLICATION` | `No endpoints are available`
`All handlers failed`
`Could not retrieve VoiceML` | Every destination in the number's call handlers failed, or your Flow or app didn't give Enfonica usable instructions. To see why each destination failed, open the call's other legs. |
| `NO_CREDIT` | None | The account had no credit available for the call. See [Why have my services stopped?](https://enfonica.com/help/billing/services-stopped). |
| `BLOCKED` | `Blocked by Sentinel` | Toll fraud prevention blocked the destination. See [what to do about toll fraud](https://enfonica.com/help/security/toll-fraud). |
| `INTERNAL` | None | Something went wrong inside Enfonica. Send us the call ID, and we'll look into 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.
| Message | Sent by | What it means |
| --- | --- | --- |
| `INVITE` | Enfonica | Here's a call for +61255501234. |
| `100 Trying` | Your PBX | Received, working on it. |
| `180 Ringing` | Your PBX | The phone is ringing. |
| `200 OK` | Your PBX | Answered. |
| `ACK` | Enfonica | Confirmed. The call is connected. |
| `BYE` | Whichever side hung up | The call is over. |
| `200 OK` | The other side | Hang-up confirmed. |
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.
| Starts with | Meaning | Example |
| --- | --- | --- |
| 1 | Progress. The call is still being set up. | `180 Ringing` |
| 2 | Success. | `200 OK` |
| 3 | Redirect to somewhere else. | `302 Moved Temporarily` |
| 4 | The request was refused or couldn't be completed by whoever sent this reply. | `486 Busy Here` |
| 5 | A server couldn't handle the call. | `503 Service Unavailable` |
| 6 | A final refusal from the other end. | `603 Decline` |
## 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 the trace shows | What it means |
| --- | --- |
| The same `INVITE` sent several times, with no reply | The other system never received it, or its replies aren't getting back. A firewall or the wrong address is the usual cause. See [Calls to your number never reach your PBX](https://enfonica.com/help/call-troubleshooting/inbound-calls-not-arriving#no-calls-arrive). |
| Your PBX replies to Enfonica's `INVITE` with an error, such as `404`, `486`, or `603` | The call reached your PBX, and the PBX turned it away. See [Your PBX receives the call but rejects it](https://enfonica.com/help/call-troubleshooting/inbound-calls-not-arriving#pbx-rejects-call). |
| `407 Proxy Authentication Required`, then a second `INVITE` from your PBX | Normal. Cloud SIP asked your PBX for its username and password, and the PBX sent them. |
| `180 Ringing`, then `CANCEL` | Normal. The caller hung up before anyone answered. |
| The same `200 OK` sent again and again, then a `BYE` about 30 seconds later | The `ACK` isn't getting through, so the call ends. See [Calls drop at the same point every time](https://enfonica.com/help/call-troubleshooting/calls-dropping#same-time). |
| A `BYE` partway through the call | The side it comes from ended the call. See [Calls drop or cut out mid-call](https://enfonica.com/help/call-troubleshooting/calls-dropping). |
| Everything is normal, but nobody could hear | The audio travels separately from these messages. See [Calls connect but there's no audio](https://enfonica.com/help/call-troubleshooting/one-way-or-no-audio). |
## 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](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail).
- **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](https://enfonica.com/help/call-troubleshooting/inbound-calls-not-arriving#some-networks).
## 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](https://enfonica.com/help/call-troubleshooting/find-call-sip-trace#what-to-send-us).
## What to send us
Include these and we can find the call straight away.
- The number that made the call and the number it called, in full international format (for example +61255501234).
- The date and time of the call, with your timezone.
- Whether the call was inbound or outbound.
- The call ID, if the Console shows the call.
- What happened: an error message, silence, a busy tone or a dropped call.
[Contact support](https://enfonica.com/contact-support?article=%2Fhelp%2Fcall-troubleshooting%2Ffind-call-sip-trace&topic=call-fault)
## Related
- [Outbound calls aren't going through](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail.md)
- [Calls aren't reaching your PBX](https://enfonica.com/help/call-troubleshooting/inbound-calls-not-arriving.md)
- [Some calls fail when you're busy](https://enfonica.com/help/call-troubleshooting/calls-fail-when-busy.md)
- [Calls drop or cut out mid-call](https://enfonica.com/help/call-troubleshooting/calls-dropping.md)
- [Calls connect but there's no audio, or audio only one way](https://enfonica.com/help/call-troubleshooting/one-way-or-no-audio.md)
- [Video: viewing a SIP trace](https://enfonica.com/blog/viewing-a-sip-trace/)
---
Web version: https://enfonica.com/help/call-troubleshooting/find-call-sip-trace