Troubleshooting "Phone Not Connected"

Troubleshooting "Phone Not Connected"

How-To: Troubleshoot "Phone not connected properly" Error

This guide will cover how to resolve the “phone not connecting error”. This can happen with both softphones and web phones which we will show you how to resolve below.

Softphone

Zoiper - Error Code: Forbidden (403)
  1. Please go to your Zoiper application and see whether the account is registered, if not registered and you get the error code forbidden (code 403) this means that the details you have entered are incorrect. Please check credentials that were sent to you from the support team.
  2. Once you have looked at the document that was sent to you, re-enter the username, password and domain.

  3. On the next page, it is asking for the hostname which is the same as the domain in the credentials document.

  4. Once the hostname is correct and adds up to the same one that is on the credentials, we press on next - please skip "Authentication and Outbound Proxy".
  5. Once you have inputted the username, password and domain correctly you should be able to see that the SIP UDP should be found. This will tell you that you have set up the account correctly.


  6. When account is register, go back to the dialler page and press "Connect" where it says "Agent phone not connected properly".
  7. When pressing connect, you should get the call from Zoiper, you would just need to accept this call and you will be able to hear the prompt: “You’re now connected to the dialler”.

Zoiper - Error Code: Request Timeout (408)
  1. When getting the error request timeout (code 408) this occurs when the following options below have occurred.IP has not been whitelisted (To add an IP address, please refer to our "Troubleshooting "Site Not Reachable" guide).
  2. IP has been blocked due to failed attempts (If IP has been blocked contact support team to get this unblocked)
  3. Internet service provider is blocking our port 9060 (To solve this ring your internet service provider and tell them to allow port 9060)

Zoiper - Error Code: Failed due to STUN Server (59)
  1. Firstly, open your Zoiper's settings by clicking on the settings-cog on the top-right. Then go to "Accounts" and open your account previously set-up.
  2. At the top right, you will find "Adanvanced". Then scroll down to "Use Stun" and change this to "Don’t use STUN"


  3. Please scroll back up to the top of the page and un-register and register the account configuration - press "Yes" on the "Save Changed Data" pop-up.
  4. You will then be able to see that the account is registered, you would just need to login back to the dialler and your issue is resolved.

Browser Issue Troubleshoot 

  1. When using Google Chrome as a browser and It has been updated the web phone will not work. Firstly, we would need to download a previous version of chrome. (https://www.slimjet.com/en/dlpage.php)
  2. Once downloaded has been completed, use the older version of chrome to login to the dialler.
  3. When you login, you will be able to hear the ringing sound, you would need to allow the browser to allow the microphone.
  4. Once you have allowed the microphone you will be able to hear the prompt “You’re now connected to the dialler”.


HTTPS/Webphones 

Another reason why your webphone extension is not connecting is because you are using "http" instead of "https". To solve this issue, please follow the guides displayed below:
  1. When logging in using http in your URL you find out that you hear a ringing sound in your headset. 
  2. You need to logout of the dialler and change URL from http into https. This is usually confirmed by a "padlock" on the left-side of the URL bar.
  3. Please then relog and you should hear the ringing sound allowing you to be able to hear the prompt saying that “You’re now connected to the dialler” and then your issue has now been resolved.


If you do happen to come across any issues or have further questions, we are available twenty-four/seven to answer any queries.
You may also send us a ticket via support@primodialler.com - where we will be able to track any requests and keep you updated on any work we are doing.


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