Troubleshooting

“Waiting for your provider”

What it means. Your line is switched on in Vocivo, but your provider recognises you by your server’s address and has not yet approved it, or has not yet sent your numbers to it.

1. Open the line and find Send this to your provider. Send them the email, with your server’s address and port.
2. Wait for them to confirm. Some providers take a working day or two.
3. Run both tests in Test your line. The status changes to Connected once calls go through.

“Sign-in refused”: wrong username or password

What it means. Vocivo tried to sign in to your provider and was turned away. A wrong username or password is the usual reason.

1. Check the username and password against your provider’s email. Look for a space copied at the end.
2. Check the server address too: a provider that cannot be reached can look the same.
3. Save the corrected details and press Connect again.
4. Still refused? Ask your provider to reset the password, or to confirm the account is active.

“Provider not answering”

What it means. Vocivo cannot reach the server address you entered.

1. Check the address is exactly what your provider sent: just the address, such as sip.example.com, without sip: in front or a port after it.
2. If the address is right, ask your provider whether they block your server, and whether a different port applies.
3. If your provider approves addresses, make sure they have approved yours.

Calls don’t come in

Callers hear ringing, silence or an error, and nothing rings at your end.

1. Check the line’s status on the SIP trunks page. If it says Waiting for your provider, start with that problem at the top of this page.
2. Check the number is on the line, and that Vocivo read it correctly: it is listed on the Numbers page.
3. Check the number has a destination. A new number is unassigned until you choose where it goes.
4. Check someone can answer there. A ring group whose members are all signed out cannot take the call, and a person outside their working hours may have calls sent elsewhere.
5. Use Call your number now in Test your line and call from a different phone, not from the line itself. If the call never arrives, your provider is not yet sending that number to Vocivo: ask them to.

Outgoing calls fail

When a call fails, Vocivo shows what your provider said, in a sentence, with what to do.

• “Number format” or “not found”: your provider wants numbers written differently, such as with or without the country code. Ask them how, and change the number format in the line’s advanced settings.
• Refused because of the caller ID: your provider does not let you show that number. Choose a number that is on your line, or ask them to allow it.
• Refused because of your account: check your balance or billing with your provider.
• International calls blocked: check Calling policy, which may not allow that country, and whether your provider allows international calls on your account.

One-way audio, or no audio

The call connects, but one side cannot hear the other. Something between the two ends is letting the call through but blocking the sound.

1. Note which side cannot hear, and whether it happens on every call or only on one network, such as office Wi-Fi.
2. Try the same call on mobile data. If it works there, your office network or firewall is blocking call audio. The web app’s Network requirements page lists what it needs.
3. Open the call on Call records. Vocivo measures audio in each direction, so you can see which way it stopped.
4. If every outside call is affected, ask your provider to check they send audio to the same address they send calls to, and which audio codecs they use. G.711 is the usual one.
5. Self-hosting? Run vocivo doctor, and open the same ports as the server’s own firewall in any firewall your hosting provider puts in front of it.

The phone doesn’t ring when the app is closed

1. In the app, open Settings › Calls when app is closed. If call alerts are off, turn them on.
2. Allow notifications for Vocivo in the phone’s own settings.
3. Check Silent mode and Focus on an iPhone, or Do Not Disturb on Android. They apply to Vocivo calls too.
4. On Android, let Vocivo run in the background: some phones’ battery savers stop apps from waking.
5. Check your own status and working hours: outside them, your calls may be sent elsewhere.
6. Open the app once after installing an update, and make sure you are still signed in.

Still stuck?

Contact us or use the form on the support page. Tell us the time of the call, the number dialled and what you heard. That lets us find the call quickly. Check service status too.