Overview

PBX and Trunk Services will attempt to Register on the platform so we can communicate with them.

User Registration refers to the portals agent user registering successfully with the PBX


TABLE OF CONTENTS



PBX/Trunk Registration

Things To Check

  • Check the domain resolves correctly for PBX/Trunk realm or proxy if used: DNS Lookup
    • Users that are stuck in the 'First Registration Queued' stage can be because of DNS issues, if we are unable to resolve the settings entered to a valid SIP endpoint.
    • We will try to use SRV records if available, failing that we will fallback to A records.
  • Check the Firewall is not blocking any SBC IP addresses. These are shown at the bottom of the Services > PBX/Trunk page. Note that these IPs are only used for SIP signalling. The media could come from different IP addresses so we do not recommend whitelisting IP addresses for RTP during a call.
  • Double check your authentication credentials. It is sometimes helpful to confirm registration via a soft phone, then with the soft phone no longer registering use those credentials in our portal.
  • Try changing your PBX/Trunk location, saving, changing back & re-saving. The SBC Addresses (mentioned above) should change. If this resolves your issue it suggests that you might have blocked the previously used IP addresses.
  • If you are using TLS, check your SSL certificates meet our criteria:
    • Certificate type must be a PKI certificates (issued by a recognised certificate authority - not self-signed)
    • The certificate must be served directly. (served by the PBX/Trunk not merely trusted by the PBX/Trunk)
    • You must support TLS v1.2 or above.
    • Check your SSL status
      • Click this link: SSL Checker
      • If you have a firewall you will need to allow access.
      • Ensure all sections have a green tick.
  • Check the port(s) your PBX/Trunk is expecting to communicate over.
    • For our side, this is shown on the services > PBX/Trunk page in the portal. You will see the IP and port we are using for communication. This is where incoming calls should be sent and the IP where we will originate outbound calls. Note the port is non-standard (i.e. 12345 rather than 5060).
    • For your PBX/Trunk the port will be given in the SRV record. If you are not using SRV we'll use the A record result to find the destination IP and then use the port 5060. You can amend the domain/IP address in the proxy field with :<port number> on the services page if you need to specify a non-standard port (e.g. we need to talk to your SIP service on port 7000 rather than default 5060).
  • Check the transport you are using matches the settings. If you are unsure, start with UDP.
  • Check with your PBX/Trunk provider, and review the Authentication Types offered can be supported.


User Registration

You can check the Registration Status of your users from the Users tab of your portal:


If the status is showing Green, then we have successfully matched the credentials of your user to a PBX or Trunk entry..

We can see here that Pradeep's registration is failing.

Hover over the status indicator for more information.

We can see here "No response received after 10 seconds". That means we sent out a REGISTER packet but didn't hear anything back from your PBX/Trunk.


Messages such as Forbidden or Not Found suggest the credentials entered could be incorrect.

If a registration issue persists, you may need to raise this with your supplier although this is usually an issue with the user credentials not matching what your PBX is expecting.


Things To Check

  • Your SIP username/password/domain does not match a user on the PBX/Trunk
  • The IP addresses are being blocked by a firewall.
  • The proxy port default (5050/5061) is being rejected by the PBX. Set the SIP Proxy so it includes the preferred Port. Example: 123.12.3.45:6789
  • The REGISTER contact header received by your PBX is too long. try the following: