Problems with SIP numbers
The status stays at "Waiting for first call", calls arrive without audio or are rejected, or outbound calls fail.
With a SIP number, your provider or phone system sends calls directly to bhomy. For this to work, three things must match: the destination address at your provider, the number as your phone system sends it and, if applicable, the credentials.
The status stays at "Waiting for first call"
| Possible cause | Solution |
|---|---|
| The destination address isn't entered at your provider | Enter the Destination address (origination) from the dashboard as the destination for incoming calls. Many providers call this forwarding to a SIP URI or trunk destination |
| The number's format differs | The number in bhomy must be exactly what your phone system sends. If it sends +49401234567, enter exactly that, not 040 1234567 |
| Secure incoming calls is on, but your phone system doesn't send credentials | Enter the username and password at your provider, or reconnect the number without securing it |
| Nobody has called yet | The status only changes to Active with the first call. Call the number once |
The call arrives, but without audio
| Possible cause | Solution |
|---|---|
| A firewall or router blocks the voice data | Allow outgoing and incoming UDP connections for your phone system's voice data. Switch off any SIP ALG function on the router; it often alters SIP messages incorrectly |
| No common codec | Allow G.711 in your phone system, that is PCMA or PCMU |
| Audio in one direction only | Almost always NAT: the phone system reports an internal IP address. Set the public address or a STUN server in the phone system |
Calls are rejected
| Possible cause | Solution |
|---|---|
| No agent is assigned to the number | Without an agent, calls are rejected. Assign an agent under Phone Number |
| bhomy doesn't recognise the number that was called | Check whether your phone system transmits the dialled number completely in international format |
| Your account is paused | See Subscription and billing |
Outbound calls fail
| Message or symptom | Solution |
|---|---|
| Outbound calling is not set up for this SIP number | Connect the number with your provider's Termination address, Username and Password. The termination address is just the host name, without https:// and without a path |
| Outbound: confirmation needed | In the number's settings, confirm with Confirm for outbound calls that it belongs to you |
| Your provider rejects the call | Check the credentials. Some providers only allow their own numbers as the sender, or require outbound calls to be enabled for the trunk |
| The destination isn't dialled | Destination numbers need the international format with a plus sign, see Numbers and formats |
The password for incoming calls is lost
The dashboard shows the password only once, right after connecting. After that it can't be retrieved. Disconnect via Disconnect and connect the number again. This creates new credentials, which you enter at your provider.
The status shows "Error"
The number couldn't be set up on our side. Write to us with the number and the time, see Report a problem. You'll find a guide for your provider under SIP phone systems.
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