Use these checks when an inbound or outbound voice call fails.
Check an inbound call
- Go to Number Management > Number Inventory and select the called number.
- Confirm that the number is in service.
- Confirm that Primary Voice Endpoint is correct and Enabled is on.
- Go to Number Management > Endpoints, select Manage for that endpoint, and check Hostname.
- Check your PBX logs for an incoming SIP invitation at the test time.
Check an outbound call
- Confirm that your PBX sends the call to
sip.cloudnumbering.com. - Open Account Settings > Your IPs and confirm that it contains your PBX's public source IPv4 address.
- Confirm that the caller ID is an in-service cloudnumbering number on the same account.
- Check the SIP response in your PBX logs.
Two SIP responses have specific meanings on cloudnumbering:
- 418 on an outbound call: your source IP is not on the voice allowlist. Recheck step 2.
- 404 on a call to your number: the number has no Primary Voice Endpoint. A secondary endpoint alone does not receive calls.
Check a connected call with no audio
- Compare the SDP offer and answer in your SIP trace.
- Confirm that both call legs negotiated a common codec.
- Confirm that your firewall permits the negotiated media path.
Contact support
If the checks do not resolve the problem, submit a support request with:
- whether the call was inbound or outbound;
- the caller and destination numbers;
- the date and time in UTC;
- the SIP
Call-IDheader and response code from your own PBX or SIP logs — the portal's Calls page does not show SIP response codes, and its Call ID column is a cloudnumbering identifier, not the SIPCall-IDheader; - the result of the checks above; and
- two or three examples if the problem is intermittent.
Do not attach a packet capture unless support requests it. Packet captures can contain credentials or personal data.
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