--- title: "Outbound calls aren't going through" url: "https://enfonica.com/help/call-troubleshooting/outbound-calls-fail" summary: "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." type: troubleshooting audience: everyone products: ["Cloud SIP"] works_with: ["Any SIP PBX or SBC"] who_can_do_this: "Whoever manages your PBX and your Enfonica project" --- # 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 First check the [Enfonica status page](https://enfonica.status.io/) for a known incident. ## 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](https://enfonica.com/help/call-troubleshooting/find-call-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](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail#no-response). ### 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 see | Most likely cause | Go to | | --- | --- | --- | | `403 Forbidden` | The 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](https://enfonica.com/help/sip-errors/403-forbidden) | | `484 Address Incomplete`, or `Could not parse CLI` or `Call is invalid` in the Console | The caller ID or the number dialed isn't a phone number that Cloud SIP can read. | [SIP 484 Address Incomplete](https://enfonica.com/help/sip-errors/484-address-incomplete) | | `503 Channel Limit Reached` | The call would go over your channel limit. | [Some calls fail when you're busy](https://enfonica.com/help/call-troubleshooting/calls-fail-when-busy) | | `NO_CREDIT` in the Console | The account has no credit available for calls. | [SIP 503 and NO\_CREDIT](https://enfonica.com/help/sip-errors/503-service-unavailable#no-credit) | | `405 Method not allowed` | A phone or PBX tried to register, or to transfer a call with SIP REFER. | [SIP 405 Method Not Allowed](https://enfonica.com/help/sip-errors/405-method-not-allowed) | | `501 Not Implemented` on every outbound call, while inbound calls work | Outbound calls are turned off on the SIP domain. | [Every outbound call is refused](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail#termination-disabled) | | `603 Decline`, with `Blocked by Sentinel` in the Console | Toll fraud prevention blocked the destination. | [International calls are blocked](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail#blocked-by-sentinel) | ### 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 see | Most likely cause | Go to | | --- | --- | --- | | `404 Not Found`, or `The endpoint is not connected` in the Console | The network says the number doesn't exist, often because your PBX dropped a digit on the way out. | [SIP 404 Not Found](https://enfonica.com/help/sip-errors/404-not-found) | | `486 Busy Here`, `480 Temporarily Unavailable`, `408 Request Timeout`, `487 Request Terminated`, `603 Decline` | Busy, unavailable, unanswered, canceled, or declined. | [Calls end as busy, unanswered, or declined](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail#busy-or-declined) | | `503 Service Unavailable` on calls to one number or network | The network couldn't complete the call. | [SIP 503 to one destination](https://enfonica.com/help/sip-errors/503-service-unavailable#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?](https://enfonica.com/help/sip-trunking/number-formats) ## Every outbound call is refused, but inbound calls work What you see: `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](https://enfonica.com/help/sip-errors/403-forbidden) 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. **To 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. **To fix it:** 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](https://enfonica.com/help/security/toll-fraud#trunk-disabled). 2. For **Call termination mode**, select **PSTN Trunk**, and then select **Save Changes**. ## International calls are blocked What you see: `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. **To 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. **To fix it**, 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](https://enfonica.com/help/security/toll-fraud#toll-fraud-alert) covers both situations. ## Calls end as busy, unanswered, or declined What you see: `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. **To fix it**, 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](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail#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 **To check**, look in the PBX's log. If it shows no attempt on the Enfonica trunk, this is the cause. **To fix it**, 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 **To fix it**, 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 **To fix it**, 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](https://enfonica.com/docs/cloud-sip/firewall-configuration/) docs. ## Still not working? Send us one or two failed calls with the details in [What to send us](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail#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](https://enfonica.com/contact-support?article=%2Fhelp%2Fcall-troubleshooting%2Foutbound-calls-fail&topic=call-fault) ## Related - [Find a call and read its SIP trace](https://enfonica.com/help/call-troubleshooting/find-call-sip-trace.md) - [Which number format should my PBX use?](https://enfonica.com/help/sip-trunking/number-formats.md) - [Caller ID problems: wrong number, private calls, rejected, or spam](https://enfonica.com/help/caller-id/caller-id-problems.md) - [Some calls fail when you're busy](https://enfonica.com/help/call-troubleshooting/calls-fail-when-busy.md) - [Connect your PBX to Cloud SIP](https://enfonica.com/help/sip-trunking/connect-pbx-to-cloud-sip.md) - [Making outgoing calls with Cloud SIP (docs)](https://enfonica.com/docs/cloud-sip/making-calls/) --- Web version: https://enfonica.com/help/call-troubleshooting/outbound-calls-fail