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Outgoing calls not working may be due to the dialing format, incompatible codecs with the calling party, settings related to incoming calls, caller ID, or number rewriting. If the issue persists, contact our support team and your service provider.
Important
- Do not use the softphone features in apps that are not supported by your VoIP or SIP provider as you may encounter calling issues. Check with the SIP service provider or refer to their documentation if necessary.
- If you receive a recorded error message, contact your provider for assistance.
Follow the steps in the following table to troubleshoot issues with outgoing calls.
| Problem | Possible cause(s) | Actions |
| Unable to make outgoing calls | Off or Off - Do Not Register is selected in the global and/or SIP account Incoming Calls setting. |
Review the setting. Change to Push notifications or Standard. Note: Go to faq.acrobits.net/configuring-incoming-calls to learn about Incoming Calls options and settings. |
| Depending on the SIP/VoIP service provider policies, the Caller ID setting may modify the INVITE request messages which subsequently causes call issues. |
Refer to the documentation provided by your service provider to review or delete the Caller ID in the SIP account setting:
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| Incorrect Number Rewriting setting(s) |
Review or delete the global and/or SIP account-specific number rewriting rule(s):
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| Incorrect phone number format when dialing |
Depending on your SIP/VoIP service provider policies, try different prefix formats:
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| The call rings, but disconnects as soon as the call is connected. | No audio codecs in common |
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> SIP Accounts > the SIP account > Advanced Settings > the Caller ID field.