Error reference

SIP 484 Address Incomplete on outbound calls

Short answer

A 484 means Cloud SIP couldn't read a phone number in the call. It's usually the caller ID, which must be a full number you hold in E.164 format, such as +61255501234, never a username or an extension. The Console's error message says whether it's the caller ID or the number dialed.

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

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.

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On this page
  1. What are you seeing?
  2. Calls fail with "Could not parse CLI"
  3. Calls with an "anonymous" caller ID fail
  4. Calls fail with "Call is invalid"
  5. Calls fail with "Could not parse" and the number you dialed
  6. Calls fail with 484 and don't appear in the Console
  7. Questions
  8. What to send us
  9. Related

What are you seeing?

Calls fail with "Could not parse CLI"

Could not parse CLI

This is the most common 484. The caller ID (also called the CLI) that your PBX sent isn't a phone number that Cloud SIP can put on the phone network. In Cloud Voice > Calls, the failed call shows the error code CONFIGURATION and this message.

Every call on the phone network carries a real number. Even a private call carries a number, with a flag that hides it.

The caller ID is incomplete

Check

Look at the From header in your PBX's SIP trace, or the From field on the call in the Console. This is the cause if the number has lost its area code or leading digits, such as 255501234.

Fix

Set the outbound caller ID on each extension, or on the trunk, to a full number you hold. Use full international format (E.164), for example +61255501234. National format, such as 0255501234, also works.

The caller ID is a username or an extension

Some softphones and platforms put their account username or the extension number in the From header instead of a phone number.

Check

Look at the From header. This is the cause if it reads like sip:pbx01@example.sip.enfonica.com or sip:201@example.sip.enfonica.com.

Fix

Set the caller ID, or the user part of the From header, to the phone number. The header then reads sip:+61255501234@example.sip.enfonica.com. On some softphones, the field for this is the account's username.

Calls with an "anonymous" caller ID fail

Anonymous caller ID specified, and no phone numbers eligible for use as caller ID are provisioned on the project

When your PBX sends anonymous as the caller ID, Cloud SIP presents one of your project's phone numbers to the phone network instead, and keeps the call private. This often happens when your PBX forwards a call from someone who withheld their number. The person who answers sees a private number, and the call completes normally.

Cloud SIP chooses the number, and prefers one from the same country as the number you're calling. To choose the number yourself, have your PBX send it as the caller ID with Privacy: id.

The call fails only when the project has no phone number that Cloud SIP can use as the caller ID.

The project that holds your SIP domain has no phone numbers

Check

Open the project that holds your SIP domain, and go to Phone Numbers > My numbers. This is the cause if the list is empty, or if your numbers are all in another project. A 1300 or 1800 number can't be used as a caller ID, so it doesn't count.

Fix

Do one of the following:

  • Add a local or mobile number to the project that holds your SIP domain. To learn how, see Buy a phone number.
  • Have your PBX send one of your numbers as the caller ID, with Privacy: id if the call should be private.

Calls fail with "Call is invalid"

Call is invalid

Cloud SIP could read both numbers, but one of them can't be used for this call. In Cloud Voice > Calls, the call shows the error code APPLICATION and this message.

The caller ID is a 13, 1300, or 1800 number

These numbers take incoming calls only, so they can't be used as a caller ID.

Check

Look at the call's From number in the Console. This is the cause if it starts with 13, 1300, or 1800, or with +6113 or +611.

Fix

Present a local or mobile number instead. To learn more, see Caller ID problems.

The number dialed is a kind that Cloud SIP doesn't call

In Australia, Cloud SIP calls landline, mobile, 13, 1300, and 1800 numbers, and 000. Other kinds, such as 190 premium numbers, can't be called.

Check

Look at the call's To number. This is the cause if it isn't one of those kinds.

Fix

Call a different number for that service.

Calls fail with "Could not parse" and the number you dialed

Could not parse 0011649xxxxxxx

Cloud SIP couldn't read the number dialed as a phone number. The message shows the number exactly as your PBX sent it, which usually shows the problem straight away. Cloud SIP accepts numbers in E.164 (+61255501234) or in Australian national format (0255501234).

Your PBX sends the number in a format Cloud SIP can't read

Check

Compare the number in the message with the number the user dialed. The usual case is an international number sent with the 0011 prefix that Australian phones use, such as 0011649xxxxxxx for a number in Auckland.

Fix

Correct the outbound rule (dial plan) in your PBX so that it sends numbers in E.164. That's a +, the country code, and then the number without its leading 0, such as +649xxxxxxx. For every kind of number, including New Zealand and international, see Which number format should my PBX use?

A number can lose a digit but still look like a real one, such as 1300 975 707 sent as +61300975707. That call reaches the phone network and fails there with a 404 instead. For that case, see SIP 404 Not Found.

Calls fail with 484 and don't appear in the Console

SIP/2.0 484 Address Incomplete

If your PBX shows a 484 but the call isn't in Cloud Voice > Calls, Cloud SIP couldn't read the header that carries the caller ID. It refused the call before it created a call record.

The caller ID header isn't a valid SIP address

Cloud SIP reads the caller ID from the first of these headers that your PBX sends:

  1. P-Asserted-Identity (or P-Preferred-Identity)
  2. Remote-Party-ID
  3. From

Check

Find that header in your PBX's SIP trace. This is the cause if it isn't a SIP address in angle brackets, such as <sip:+61255501234@example.sip.enfonica.com>, or if the address is longer than 128 characters.

Fix

Correct the header in your PBX's trunk settings, or turn off a custom header that's sending it in the wrong form. If you can't see the problem, send us the trace, and we'll point to it.

Questions

Can I make private calls through Cloud SIP?

Yes. Send one of your numbers as the caller ID, with the Privacy: id header. The person you call sees a private number. For more about private calls and choosing the number you present, see Caller ID problems.

Where else can I see why a call failed?

Open the call in Cloud Voice > Calls, and read its Error code, Error message, and SIP trace. To learn how, see Find a call and read its SIP trace. For other errors, see Outbound calls aren't going through.

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.
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