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SIP Troubleshooting

This guide helps you resolve typical SIP integration issues when connecting your SIP provider to the Famulor platform.

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Testing Strategy

  1. Test outbound first – usually easier and faster to configure
  2. Then test inbound – once outbound is stable

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Outbound SIP Issues

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Connection Problems

SIP trunk does not connect for outgoing calls:
  1. Check SIP credentials – username, password, and server details
  2. Verify phone-type selection – select the correct setting with your provider
  3. Fixed IP configuration – usually enable this and enter the provider’s IP
  4. Verify provider settings – check codec, transport, and port settings

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SIP Registration

Important: The Famulor platform:
  • does NOT send SIP REGISTER messages to your provider
  • does NOT require incoming SIP REGISTER from your provider
  • uses direct call authentication

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Testing Outbound

  1. Configure SIP trunk settings
  2. Trigger a direct test call via the platform
  3. Check call logs for error messages

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Inbound SIP Issues

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Setting Up Authentication

For incoming calls:
  1. Use IP authentication instead of username/password
  2. Whitelist all provider IPs within Famulor
  3. Provider configuration – crucial:
    • Use our FQDN for routing (not the outbound IP)
    • Send calls to the domain – ensures proper routing
    • Do not send to the IP address – causes routing issues

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Common Inbound Issues

Calls do not reach the assistant:
  • Verify all provider IPs are whitelisted
  • Confirm the provider sends to the FQDN domain (not an IP)
  • Check the target number format

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General Issues

Network:
  • Verify internet connection
  • Ensure no firewall is blocking SIP traffic
Provider Compatibility:
  • Confirm the provider supports direct dialing without registration
  • Ensure IP authentication is supported

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Testing Checklist

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Before Contacting Support

  1. Outbound test:
    • Credentials verified
    • Correct phone-type selected
    • Fixed IP configured with provider IP
    • Direct test call done
  2. Inbound test:
    • IP authentication configured
    • All provider IPs whitelisted in Famulor
    • Provider sends to FQDN domain (not direct IP)
    • Test call from external number performed
  3. General:
    • Network connection verified

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FAQ

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Call Transfer Does Not Work

Question: Why does the call forwarding feature fail?
Answer: If call transfers fail, try the following steps:
  1. Check SIP transfer settings:
    • Set transfer mode to “Advanced”
    • Use SIP URI format: sip:number@sip-server
    • Example: sip:+1234567890@sip.provider.com:5060
  2. Verify provider support:
    • Confirm your provider supports SIP REFER
    • Check if transfer functionality is enabled on your account
    • Some providers require specific transfer settings
  3. Test different formats:
    • With port: sip:+1234567890@sip-server:5060
    • Without port: sip:+1234567890@sip-server
    • Simple format: sip:+1234567890
  4. Check the target:
    • Make sure the target number is reachable
    • Test if the number accepts calls normally
    • Verify the number is not blocked or restricted
  5. Common causes:
    • Provider does not support SIP REFER
    • Incorrect SIP URI format
    • Network/firewall blocking transfer requests
    • Target number does not answer
Troubleshooting Steps:
  1. Test with a known working number
  2. Try different SIP URI formats
  3. Contact the provider to verify SIP REFER support
  4. Check call logs for specific error messages

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Getting Help

When contacting support, please provide:
  • Error messages from the call logs
  • SIP trunk configuration
  • Test results (outbound and inbound)
  • Details of transfer attempts including the SIP URI used
Our team is happy to assist you with setup or troubleshooting: support@famulor.io.