This guide helps resolve common SIP integration issues when connecting your SIP provider to Autocalls.ai.

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Testing Strategy

  1. Test Outbound calls first - easier to configure
  2. Test Inbound calls second - after outbound works

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Outbound SIP Issues

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Connection Problems

SIP trunk not connecting for outbound calls:
  1. Verify SIP Credentials - username, password, server details
  2. Phone Type Selection - check with provider for correct type
  3. Fixed IP Configuration - usually enable and enter provider’s IP address
  4. Provider Settings - verify codec, transport, port settings

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SIP Registration Issues

Important: Autocalls.ai platform:
  • Does NOT send SIP REGISTER messages to your provider
  • Does NOT require receiving SIP REGISTER from your provider
  • Uses direct call authentication instead

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Testing Outbound

  1. Configure SIP trunk settings
  2. Make a direct test call through platform
  3. Check call logs for errors

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Inbound SIP Issues

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Authentication Setup

For inbound calls:
  1. Use IP Authentication - instead of username/password
  2. Whitelist Provider IPs - add ALL provider IPs in our platform
  3. Provider Configuration - IMPORTANT
    • Use our FQDN domain for routing (NOT the outbound IP)
    • Send to domain - ensures correct routing
    • Do NOT send to IP - causes routing issues

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Common Inbound Issues

Calls not reaching assistant:
  • Verify all provider IPs whitelisted
  • Ensure provider sends to FQDN domain (not IP)
  • Check destination number format

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General Issues

Network problems:
  • Check internet connectivity
  • Verify no firewall blocking SIP traffic
Provider compatibility:
  • Verify provider supports direct calling (no registration)
  • Check IP authentication support

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Testing Checklist

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Before Contacting Support

  1. Outbound Test:
    • Credentials verified
    • Phone type selected correctly
    • Fixed IP enabled with provider’s IP address
    • Direct test call attempted
  2. Inbound Test:
    • IP authentication configured
    • All provider IPs whitelisted in our platform
    • Provider configured to send to FQDN domain (not direct IP)
    • Test call from external number
  3. General:
    • Network connectivity verified

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FAQ

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Transfer Phone Call Not Working

Q: Why is the Transfer Phone Call function not working? A: If call transfers are failing, try these solutions:
  1. Check SIP Transfer Settings:
    • Set transfer call to “Advanced” mode
    • Use SIP URI format: sip:number@sip-server
    • Example: sip:+1234567890@sip.provider.com:5060
  2. Verify Provider Support:
    • Confirm your SIP provider supports SIP REFER
    • Check if transfer functionality is enabled on your account
    • Some providers require specific configuration for transfers
  3. Test Different Formats:
    • Try with port: sip:+1234567890@sip-server:5060
    • Try without port: sip:+1234567890@sip-server
    • Try simple format: sip:+1234567890
  4. Verify Destination:
    • Ensure the target number is reachable
    • Test if the number answers calls normally
    • Check if the number is blocked or restricted
  5. Common Issues:
    • Provider doesn’t support SIP REFER
    • Incorrect SIP URI format
    • Network/firewall blocking transfer requests
    • Destination number not answering
Troubleshooting steps:
  1. Test with a known working number first
  2. Try different SIP URI formats
  3. Contact your SIP provider to confirm transfer support
  4. Check call logs for specific error messages

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Getting Help

When contacting support, provide:
  • Error messages from call logs
  • SIP trunk configuration
  • Test results (outbound and inbound)
  • Transfer attempt details and SIP URI format used