Voice troubleshooting
Start with the call log. The presence of a record and its fields determine which checks to follow.
The call is missing from the call log
A call Bird cannot admit is turned away at the SIP layer, before a record exists. Five things cause that:
- The trunk does not carry outbound calls yet. A new trunk carries no calls until you turn outbound calling on on its page, and it refuses every attempt until you do, whatever credentials the call presents.
- The trunk has no way to recognize you yet. A new trunk rejects every call until you add an IP range, an allowed API key, or session credentials.
- The call arrived from an address outside the trunk's IP allow list. Behind NAT, compare the router's public address with the trunk's IP allow list. The phone system's private address does not reach Bird.
- The password challenge failed. Check that the username is bird. The password must be an allowed API key secret or an unexpired session credential. The trunk must also offer the Digest algorithm that your phone system used.
- The call was addressed to a SIP domain Bird does not recognize. Copy the domain whole from the trunk page rather than assembling it.
The call is failed with a rejection reason
Bird refused the call before dialing a carrier, and the reason names the check it failed. Open the call and use the rejection panel's link to the relevant setting. Rejected calls lists every reason and its fix.
caller_id_not_verified is the one a new client hits most, usually because the client puts the digest username where the caller ID belongs: the two are different fields.
The call is failed without a rejection reason
The call reached a carrier and failed there, and SIP response carries the carrier's own code. A 486 is a busy number, a 404 an unallocated one. This usually points at the number you dialed rather than at your setup.
Your client answers MD5 and gets nowhere
Some equipment mishandles a challenge that leads with SHA-256. Set the trunk to MD5 only.
Calls connect but audio is one-way
Your client is behind NAT, and its media is going to a private address. Enable NAT or STUN handling in the client.
Next steps
| Page | What it covers |
|---|---|
| Call log | Every field on a call record, and every rejection reason |
| SIP trunks | The IP allow list, keys, session credentials, and Digest |
| SIP client setup | The settings each softphone and PBX asks for |
| Placing calls | What Bird expects on the INVITE, and how the handshake runs |