Troubleshooting

Outbound calls aren't going through

Short answer

Start with the error on the failed call, in your PBX's call log or in Cloud Voice > Calls in the Enfonica Console. Codes such as 403, 484, and 503 Channel Limit Reached come from Enfonica and point to a setting you can change. Codes such as 404 and 486 come from the phone network beyond Enfonica.

Applies to
Cloud SIP
Works with
Any SIP PBX or SBC
Who can do this
Whoever manages your PBX and your Enfonica project

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. Find the error first
  3. Every outbound call is refused, but inbound calls work
  4. International calls are blocked
  5. Calls end as busy, unanswered, or declined
  6. Calls get no response at all
  7. Still not working?
  8. What to send us
  9. Related

What are you seeing?

Find the error first

Every failed call has a reason, and the error on the call tells you where to look. Finding it takes a minute and saves guessing. Look in one of these places:

  • Your PBX (your phone system). The call log or a SIP trace shows the SIP response, for example SIP/2.0 403 Forbidden.
  • The Enfonica Console. Go to Cloud Voice > Calls, open the failed call, and read its Error code and Error message. To learn how, see Find a call and read its SIP trace.

Cloud SIP checks each call before it starts. If it refuses a call with a 403, a 405, or a 503 Channel Limit Reached, or because outbound calls are turned off, the call has no record in the Console. Look for these errors in your PBX instead.

If your PBX gets no response at all, see Calls get no response at all.

Errors from Enfonica

Cloud SIP sends these errors itself. Each one points to a setting in your PBX or your Enfonica project, so you can usually fix it in a few minutes.

What you seeMost likely causeGo to
403 ForbiddenThe call isn't addressed to your SIP domain, or it fails the domain's IP access control list or username and password.SIP 403 Forbidden
484 Address Incomplete, or Could not parse CLI or Call is invalid in the ConsoleThe caller ID or the number dialed isn't a phone number that Cloud SIP can read.SIP 484 Address Incomplete
503 Channel Limit ReachedThe call would go over your channel limit.Some calls fail when you're busy
NO_CREDIT in the ConsoleThe account has no credit available for calls.SIP 503 and NO_CREDIT
405 Method not allowedA phone or PBX tried to register, or to transfer a call with SIP REFER.SIP 405 Method Not Allowed
501 Not Implemented on every outbound call, while inbound calls workOutbound calls are turned off on the SIP domain.Every outbound call is refused
603 Decline, with Blocked by Sentinel in the ConsoleToll fraud prevention blocked the destination.International calls are blocked

Errors from the phone network

The network that serves the number you called sends these errors back. They mean that your trunk reached the phone network and the call ended beyond Enfonica.

What you seeMost likely causeGo to
404 Not Found, or The endpoint is not connected in the ConsoleThe network says the number doesn't exist, often because your PBX dropped a digit on the way out.SIP 404 Not Found
486 Busy Here, 480 Temporarily Unavailable, 408 Request Timeout, 487 Request Terminated, 603 DeclineBusy, unavailable, unanswered, canceled, or declined.Calls end as busy, unanswered, or declined
503 Service Unavailable on calls to one number or networkThe network couldn't complete the call.SIP 503 to one destination

To learn the right way to send each kind of number, including 13, 1300, and international numbers, see Which number format should my PBX use?

Every outbound call is refused, but inbound calls work

SIP/2.0 501 Not Implemented

Outbound calls might be turned off on your SIP domain. Check this cause if all of these are true:

  • Every outbound call fails with 501 Not Implemented.
  • The calls never appear in the Console.
  • None of the 403 causes apply.

The SIP domain's call termination mode is Disabled

The Call termination mode setting controls what a SIP domain does with calls from your PBX. Disabled turns outbound calls off. Enfonica can also set it to Disabled to protect your account from suspected toll fraud.

Check

Go to Cloud SIP in the Console, and open your SIP domain. Under Termination settings, look at Call termination mode. If it shows Disabled, this is the cause.

Fix

  1. If Enfonica turned off outbound calls because of suspected fraud, secure your PBX first. To learn how, see Enfonica turned off outbound calls on your SIP trunk.
  2. For Call termination mode, select PSTN Trunk, and then select Save Changes.

International calls are blocked

Blocked by Sentinel

Toll fraud prevention, which is on by default, blocked the call. Your PBX gets 603 Decline. In Cloud Voice > Calls, the call shows the error code BLOCKED with this message.

Check

Look at the country you called. This is the cause if the country is in one of these:

  • The High Risk or Blocked tier. Both are blocked by default.
  • A tier that was blocked after a sudden spike in calls.

Fix

If you meant to call that country, change the settings under Settings > Toll fraud prevention. To change them, you need to be a project Owner with two-factor authentication.

If nobody on your team made these calls, treat this as a security incident. The toll fraud guide covers both situations.

Calls end as busy, unanswered, or declined

SIP/2.0 486 Busy Here

These are normal call outcomes from the phone network. Your trunk is working.

  • 486 Busy Here. The person you called is on another call.
  • 480 Temporarily Unavailable. The phone is turned off, out of coverage, or didn't answer.
  • 408 Request Timeout. The network didn't complete the call in time. Some networks also return it for disconnected numbers, after a long ring.
  • 487 Request Terminated. The call was canceled before it was answered, usually because the caller or your PBX hung up.
  • 603 Decline. The person or their network declined the call.

Fix

Look at when the code appears. If it appears on every call, or on calls to numbers that work from a mobile phone, send us a few examples. Include the details in What to send us.

Calls get no response at all

If your PBX shows no response, or a timeout from its own side, its requests aren't reaching Cloud SIP, or the replies aren't getting back. These calls don't appear in the Console.

The PBX isn't sending the call to the Enfonica trunk

Check

Look in the PBX's log. If it shows no attempt on the Enfonica trunk, this is the cause.

Fix

Check the PBX's outbound rules. Also make sure that the user or extension is allowed to make external calls.

The trunk uses plain TCP or the wrong port

Fix

Set the trunk to UDP or TLS. Cloud SIP accepts SIP over UDP on port 5060 and SIP over TLS on port 5061. Plain TCP isn't supported.

A firewall is blocking SIP signaling

Fix

Allow traffic to and from Enfonica's signaling addresses, 34.87.239.197 and 34.87.254.143. For every address and port, see the firewall configuration docs.

Still not working?

Send us one or two failed calls with the details in What to send us. With the numbers and the time, we can find each call in our logs, including calls that were refused before they started, and tell you where it stopped.

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

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