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Common problems

Each entry points to the setting that decides it. If the answer is not here, open Diagnostics: it shows what the phone and the PBX say to each other.

The account will not register​

The dot next to the account in Settings → Accounts stays grey or red.

  1. Check Username, Password and Server address in the account form.
  2. If your PBX checks the password under another name than the extension, fill in Authentication user under Server settings.
  3. Check Transport and Port against what the PBX expects.
  4. Open the SIP tab of the diagnostics window and look at the REGISTER request and what the server answered.

I cannot hear, or I cannot be heard​

Open Settings → Devices.

  • Say something: the bar under Microphone must move. If it does not, choose another microphone.
  • Press Test under Speakers to hear a sound on the device you chose.
  • Check the Volume sliders. Mute in the call card and the Mute the microphone hotkey switch the microphone off during a call.
  • The ringtone can be set to ring on a different device from the one you talk on — Ringtone, the second drop-down.

The call sounds bad, or does not start​

The codecs are offered in the order of the list under Settings → Calls. Leave on the codecs your PBX uses, and put the best of them first. A change applies from your next call.

A second call does not ring​

What happens when somebody rings while you are on a call is set under Call waiting.

A call was not recorded​

  • Settings → Recording, the first drop-down, decides which calls are recorded; the default, Manually, records only when you press record on the call card. See Recording calls.
  • Recording starts when the call is answered, so a call that was not answered has no file.
  • The Recording module must be on in Modules.
  • Recordings are removed by the limits under Retention; a pinned recording is never removed.

A meeting in another application was not captured​

See Capture.

  • Allow sound capture in Settings → Capture must be on.
  • With Automatic start set to Ask me (the default), answer the question when it appears; with Never, press Record yourself.
  • Use Test on the same tab: the upper bar must move when you speak, the lower when something plays.
  • The Capture module must be on in Modules.

There is a recording, but no transcript or summary​

  • A conversation is transcribed and written up by itself only if Process conversations automatically is on in Settings → Processing. Otherwise ask for it in the Recordings window.
  • There has to be a recogniser and a language model, and each has to answer at its address.
  • When the monthly Money limit or Token limit is reached, the automatic rules stop until the month turns. Asking for something yourself is never stopped.
  • The steps of Settings → Overview show what is still to set up.

The phone disappeared when I closed the window​

With Keep the phone running when the window is closed on, the phone is still running, and calls still arrive. The icon in the notification area (the menu bar on macOS) brings the window back. See Startup.

A phone number in a browser or a CRM does not call​

Press Open call links with this phone in Settings → Startup. A clicked number arrives in the dialler and waits there unless Call straight away, without pressing Call is on.

A button's lamp stays grey​

The PBX does not say whether the extension is free. The button still dials. See Buttons.

The REST API does not answer​

  • Let other programs on this computer drive the phone must be on in Settings → Integration, and the Integration module in Modules.
  • The address is http://127.0.0.1:8377 unless you changed the Port.
  • A group you did not open under Access answers every request with 404.
  • If you set a Token, requests that change stored data must carry it in the Authorization header.
  • More symptoms are in When it does not work.

Webhooks do not arrive​

Press Send a test event in Settings → Integration. The counters webhooks_failed_total and webhooks_dropped_total of the REST API show how delivery is going; When nothing arrives lists what each of them means.

A hotkey does nothing​

Open Shortcuts. A shortcut works while the phone is the program you are using; to use it from any program, tick Everywhere. Click the shortcut and press the combination again if another program has taken it.