Skip to main content

Common Issues and Quick Fixes

This page serves as a single quick-reference guide when something is not working and you need an immediate fix. Below are the most common symptoms and how to resolve them.

WebRTC Softphone Does Not Connect​

Check the following:

  1. whether the employee has an active extension;
  2. whether WebRTC is enabled on that extension;
  3. whether the extension is assigned specifically to the logged-in user;
  4. whether microphone access is allowed in the browser;
  5. whether the extension password was recently changed.

External SIP Client Fails to Register​

Check the following:

  1. whether sip.4phone.uz is used as the SIP server;
  2. whether your company's tenant-specific domain (<your-domain>.sip.4phone.uz) is set as the Domain/Realm;
  3. whether the login field contains only the extension number when the client expects a plain username;
  4. whether the extension password is current;
  5. whether the required port is open (usually 5060, or 5061 for TLS);
  6. whether the extension itself is active.
Check

A common mistake is entering the generic sip.4phone.uz into the Domain or Realm field. While the server host is shared, the registration domain must be your tenant-specific domain.

Two Companies Have the Same Extension Number​

This is completely normal. In 4phone, different tenants can use identical extension numbers because they are isolated by their SIP domain. For example:

  1. 101@company-a.sip.4phone.uz
  2. 101@company-b.sip.4phone.uz

Conflicts only happen if someone configures an external SIP client with the right extension number but the wrong tenant-specific domain.

DID Does Not Route Calls Where Expected​

Check the following:

  1. whether the right route type is selected on the DID;
  2. whether the target destination (extension, queue, IVR) still exists;
  3. whether the IVR is published if the DID routes to an IVR;
  4. whether the route points to an inactive queue or extension.

IVR Is Open in the Editor, but Callers Do Not Hear It​

The most common cause: the scenario was saved as a draft but never published. Live incoming calls always use the published version of an IVR.

Queue Is Created, but No One Receives Calls​

Check the following:

  1. whether actual agents are assigned to the queue;
  2. whether those agents have active extensions;
  3. whether operators are connected to the browser softphone or their SIP devices;
  4. whether the DID is routed to the right queue.

External Call Forwarding Does Not Work​

This usually points to one of two causes:

  1. there is no active outbound trunk;
  2. the destination external number is entered in an invalid format.

Outbound Calls With +998 Fail​

If dialing a local number without the country code works, but dialing the same number with +998 fails, your provider expects numbers in a specific format.

For example:

  1. 940560302 succeeds;
  2. +998940560302 fails.

In this case, configure an outbound route rule that strips the 998 prefix before sending the call to the provider. For step-by-step instructions, see Outbound Routes and Number Formatting.

Call Recording Is Missing​

Check the following:

  1. whether call recording was enabled;
  2. whether the call has completely finished;
  3. whether a few moments have passed since hangup for post-processing;
  4. whether you are checking the Recordings section rather than only Call History.

Auto-Callback Does Not Call the Customer Back​

Check in order:

  1. whether the auto-callback target is valid;
  2. whether an active outbound trunk is available;
  3. whether the current time falls within configured business hours;
  4. whether operators have active extensions.

Auto-Dialer Campaign Makes Little or No Progress​

Check the following:

  1. whether contacts have been uploaded;
  2. whether the concurrent line limit is set too low;
  3. whether the outbound route is working;
  4. whether the phone numbers in your list match the expected format.
Tip

When troubleshooting an unfamiliar issue, look at its immediate dependency first: for WebRTC, check the extension and user assignment; for a DID, check the route target; for recordings, check the recording toggle; for automation, check that regular outbound calls work.

Tip

For external SIP clients, almost every registration issue comes down to five things: extension active status, tenant-specific domain, username, password, and port.

Quick diagnostic sequence
  1. SIP trunk;
  2. DID route;
  3. extension and WebRTC;
  4. queue or IVR;
  5. call history and recordings;
  6. automation.

If the issue persists, review the dedicated setup guides: How to Connect a SIP Trunk, How to Configure a DID Number and Route, Extensions and WebRTC, and Auto-Callback: Rules and Scenarios.