How to view SIP register errors in Team
Supported in Softphone.Pro version 7.3 and newer.
In their daily work, Agents may face SIP account registration errors. These errors are not related to the Team Dashboard or the Softphone.Pro application, they are often caused by PBX or internet provider issues.
Сoncerned Agents report such errors to their Supervisors or technicians. However, some Agents might not notice or report problems in time. With that, most of technical specialists usually do not constantly monitor other employees connections to their PBX.
Supervisors monitor Agents' work in real time. Supervisors will see an error indicator in the Dashboard and won't need technical expertise to understand something's wrong.
For example, a Supervisor notices that Agent's call volume has dropped sharply. They also see an error indicator in the Dashboard. The Supervisor hovers over it, gets the error code, and passes it to a technician or Administrator:
Specialists help the Agent fix the error. They use the guide for resolving SIP errors or contact the provider's or PBX's support.
Displaying SIP server connection errors in the Softphone.Pro Team Dashboard
In the Team service Dashboard, open the Online tab. In the Agents' list, if there is an error with any SIP account, an error indicator appears in the top right corner of Agent's profile picture:
Hovering over the indicator shows a list of SIP accounts with errors:
See the next section of the article to find out how you can use this indicator to diagnose and resolve SIP errors.
Analyzing connection errors
Error data is displayed in real time. Understanding the current situation is key to quick resolution.
The SIP connection error indicator in the Team Dashboard, located to the right of the Agent's profile picture, has several states:
-
No icon
If there is no error indicator, all of the Agent's SIP accounts are successfully connected to the PBX:
The indicator is also absent if the user is disconnected from the Team Dashboard (their status is Offline).
-
Yellow icon
Connecting to the PBX. If this status persists for a long time, it means the PBX is not responding to the softphone's requests:
-
Red icon
PBX connection error. Hover over the icon to see the SIP error code:
Supervisors pass the received error code to the Team Dashboard Administrator or other responsible technicians to resolve the issue.
Resolving SIP server connection errors
A technician or Dashboard Administrator gets the error code from a Supervisor or sees it themselves on the Online tab. They then begin to resolve the situation.
To help technicians, we have prepared instructions describing common causes for various SIP errors.
Examples of errors:
- 403 Forbidden
The PBX has forbidden the SIP account registration; - 408 Request Timeout
No response from the PBX. This can occur after a prolonged Connecting status (yellow icon); - 503 Service Unavailable
Issues with the PBX.
Specialists resolve the situation on their own using the instructions, or they contact the Agent's PBX or internet provider support for help with fixing the error.