SIP Trunk Down or No Calls Passing: Troubleshooting Guide
In this article, we'll discuss what it means when a SIP trunk is unavailable or calls are not passing between Bigfoot Voice and your PBX, SBC, gateway, or carrier. We'll cover the common causes, steps to take, and what you can expect during troubleshooting.
What is SIP Trunk Down or No Calls Passing?
This issue occurs when there's a disruption in the communication between Bigfoot Voice and your SIP-based phone system, preventing calls from being established or passed through. This can affect both inbound and outbound calls, or be limited to a single DID.
Why Does It Matter?
A SIP trunk down or no calls passing issue can significantly impact your business communications, leading to missed calls, lost opportunities, and potential customer dissatisfaction. It's crucial to address this issue promptly to minimize disruption.
How It Works
When a call is initiated, it passes through multiple components, including your PBX, SBC, gateway, and Bigfoot Voice's network. If any of these components encounter an issue, it can prevent the call from being established or passed through.
What the Customer Should Know or Prepare
- Affected Customer and Trunk: We'll need to know which customer is affected, the name of the affected SIP trunk, and the SIP domain (IP or FQDN).
- Call Examples: Provide at least two failed call examples, including the calling number, called number, timestamp, and call direction.
- PBX/SBC Details: We'll need the public IP of your PBX or SBC, Bigfoot Voice's target IP/FQDN, the transport and port used, and whether the trunk is IP-authenticated or registration-based.
- Recent Changes: Information about any recent changes to your PBX, SBC, firewall, DNS, or carrier can help us identify potential causes.
Common Questions or Issues
Common causes for SIP trunk down or no calls passing include registration/authentication issues, changes to routing, firewall, DNS, PBX, SBC, or carrier settings, and packet loss or congestion. Audio problems can also occur if the call quality is affected.
How Bigfoot Voice Handles This
When you report a SIP trunk down or no calls passing issue, our support team will gather the necessary information, perform diagnostics, and work with you to resolve the issue as quickly as possible.
Remember, this guide is intended to provide general information and steps for troubleshooting SIP trunk down or no calls passing issues. For specific cases, always follow the guidance provided by our support team.
If you're experiencing a SIP trunk down or no calls passing issue, please contact our support team for assistance.