--- title: "SIP 484 Address Incomplete on outbound calls" url: "https://enfonica.com/help/sip-errors/484-address-incomplete" summary: "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." type: error audience: everyone products: ["Cloud SIP"] works_with: ["Any SIP PBX or SBC"] who_can_do_this: "Whoever manages your PBX" --- # 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 First check the [Enfonica status page](https://enfonica.status.io/) for a known incident. ## Calls fail with "Could not parse CLI" What you see: `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 **To 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`. **To fix it**, 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. **To 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`. **To fix it**, 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 What you see: `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 **To 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. **To fix it**, 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](https://enfonica.com/help/phone-numbers/buy-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" What you see: `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. **To 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`. **To fix it**, present a local or mobile number instead. To learn more, see [Caller ID problems](https://enfonica.com/help/caller-id/caller-id-problems#toll-free-caller-id). ### 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. **To check**, look at the call's **To** number. This is the cause if it isn't one of those kinds. **To fix it**, call a different number for that service. ## Calls fail with "Could not parse" and the number you dialed What you see: `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 **To 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. **To fix it**, 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?](https://enfonica.com/help/sip-trunking/number-formats) 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](https://enfonica.com/help/sip-errors/404-not-found). ## Calls fail with 484 and don't appear in the Console What you see: `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` **To 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 ``, or if the address is longer than 128 characters. **To fix it**, 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](https://enfonica.com/help/caller-id/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](https://enfonica.com/help/call-troubleshooting/find-call-sip-trace). For other errors, see [Outbound calls aren't going through](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail). ## 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%2Fsip-errors%2F484-address-incomplete&topic=call-fault) ## Related - [Outbound calls aren't going through](https://enfonica.com/help/call-troubleshooting/outbound-calls-fail.md) - [Caller ID problems: wrong number, private calls, rejected, or spam](https://enfonica.com/help/caller-id/caller-id-problems.md) - [Which number format should my PBX use?](https://enfonica.com/help/sip-trunking/number-formats.md) - [Choose where calls to your number go](https://enfonica.com/help/phone-numbers/call-handlers.md) - [Find a call and read its SIP trace](https://enfonica.com/help/call-troubleshooting/find-call-sip-trace.md) - [Making outgoing calls with Cloud SIP (docs)](https://enfonica.com/docs/cloud-sip/making-calls/) --- Web version: https://enfonica.com/help/sip-errors/484-address-incomplete