Troubleshooting

Your numbers have ported, but calls aren't arriving

Short answer

First, check that each number is active and has an incoming call handler in the Console. If a test call appears under Cloud Voice > Calls, the fix is in the number's setup or your phone system. If it doesn't, the call isn't reaching Enfonica, and we'll raise it with the network it came from.

Applies to
Phone Numbers, Cloud SIP
Who can do this
Whoever manages your Enfonica project and phone system

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. The number still shows Pending activation
  3. The number is active, but calls go nowhere
  4. Calls reach Enfonica, but your phone system rejects them
  5. Calls fail only from some phone networks
  6. Only some of your numbers are working
  7. Your old mobile phone stopped working with the number
  8. A number stopped working after another number ported away
  9. How do I tell whether a call reached Enfonica?
  10. Still not working?
  11. What to send us
  12. Related

What are you seeing?

The number still shows Pending activation

A ported number shows Pending activation under Phone Numbers > My numbers until the port completes and we activate it. Until the cutover, calls to it still go to your previous provider.

The port hasn't completed yet

Check

Go to Phone Numbers > Port-in requests. If the request doesn't show Completed yet, this is the cause. Open the request to see its Booked cutover.

All cutover times are Sydney time. Simple local ports move at 8am Sydney time, which is 7am in Queensland during daylight saving.

Fix

Wait for the cutover. If the booked time has passed and the request still hasn't changed, ask in the request's Thread. We'll check it with the carrier.

The port completed, but the number wasn't activated

Check

Look at the request. This is the cause if the request shows Completed, or your previous provider has confirmed the port, but the number still shows Pending activation.

Fix

Contact support right away with the numbers. We'll activate them.

The number is active, but calls go nowhere

Every number sends its calls wherever its incoming call handlers say. A number with no handler takes no action on calls, so nothing rings.

The number has no incoming call handler

Check

Go to Phone Numbers > My numbers, and select the number. If Incoming call handlers shows "No handlers configured," this is the cause.

Fix

Add a handler that sends calls to your phone system, a Flow, or another number. Save the change, and then make a test call. To learn how, see Choose where calls to your number go.

The handler sends calls to the wrong place

Check

Look at where the handler points. This is the cause if it points to an old address, a test number, or a different phone system from the one you use now.

Fix

Correct the handler, and save it. If you set up the number before the cutover, compare its handlers with those of a number that works.

Calls reach Enfonica, but your phone system rejects them

407 Proxy Authentication Required or Caller is not identified

If the test call appears under Cloud Voice > Calls and fails there, the port worked. The call reached your phone system's address. To see what your phone system replied, open the call's SIP trace.

These fixes are in your phone system, so whoever manages it makes them.

The numbers aren't set up in your phone system

A phone system accepts calls only for numbers it knows about. For example, 3CX answers Caller is not identified when the number isn't set up as one of its inbound numbers.

Fix

Add each ported number to your phone system's inbound rules in full international format, with the plus sign, such as +61255501234. If your phone system expects a different format, see Which number format should my PBX use?

Your phone system doesn't recognize Enfonica's trunk

A 407 Proxy Authentication Required means that your phone system asked Enfonica to authenticate before it would accept the call. Usually, the Enfonica trunk isn't set up correctly in your phone system, or the number isn't in it in full international format.

Fix

Check the Enfonica trunk in your phone system, including its inbound settings, against Connect your PBX to Cloud SIP.

Your phone system doesn't answer at all

Check

Look at the SIP trace. If it shows Enfonica sending the call and getting no reply, a firewall or the phone system itself is blocking Enfonica.

Fix

Allow Enfonica through. For the addresses to allow and how to check, see Calls aren't reaching your PBX.

Calls fail only from some phone networks

The number you have dialed is not valid

When calls from one mobile network fail but calls from others connect, that network hasn't updated its routing for your ported number. This doesn't happen often. Only the network that the call starts on can fix it.

The caller's network is still routing the number the old way

Check

Compare calls from different networks. This is the cause if calls from some networks connect and appear under Cloud Voice > Calls, but failed calls from another network never appear there. Callers might hear a recording saying that the number isn't valid, or a busy tone.

Fix

Make a test call from a phone on the network that fails. Then send us these details:

  • The number you called from, and its network
  • The number you called
  • The date and time, with your timezone
  • The city or state you called from

We'll raise a fault with that network, and keep you updated until it's fixed.

Only some of your numbers are working

When some ported numbers work and others don't, check each number that fails on its own. Usually, it's at a different stage, or it's set up differently.

The numbers are in a different request, or haven't moved yet

Fix

Go to Phone Numbers > Port-in requests, and check the state of every request. Numbers from different providers port in separate requests, which can complete on different days.

The number is set up differently

Fix

Compare the failing number's handlers with those of a number that works. Also check that your phone system has an inbound rule for it.

The number isn't in your project

Fix

Check Phone Numbers > My numbers in each of your projects. If the number isn't in any of them, contact support with the number. We'll find out where it is.

Your old mobile phone stopped working with the number

This is expected after a mobile port. Enfonica mobile numbers are virtual, with no SIM card. After the port completes, the old SIM no longer works with that number.

The number now follows its Enfonica setup

Calls go wherever the number's incoming call handler sends them.

Fix

If you want to keep receiving calls on a mobile, add a handler that forwards calls to it. To learn how, see Choose where calls to your number go.

A number stopped working after another number ported away

Occasionally, when one number ports away from Enfonica, another number on the same account stops working or disappears from your project with it.

The number was removed along with the one that ported away

Fix

Contact support right away with both numbers. We'll find out what happened, and restore the number to your project if we can.

How do I tell whether a call reached Enfonica?

Look for the test call under Cloud Voice > Calls, by the number you called and the time. If it's there, the call reached Enfonica. Its SIP trace shows where we sent it and what happened next. To learn how, see Find a call and read its SIP trace.

If the call isn't there, it never reached us. That points to the network it came from.

Still not working?

Contact support with the details of a failed test call, as listed in What to send us. We'll trace the call.

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

Our support team are telco specialists, backed by the engineers who run the network.