Appendix B. Troubleshooting

SIP troubleshooting

Before going into the different error descriptions below, check that the SIP module is turned on and the configuration applied.

SIP users can’t register on the Telecommuting Module

•Check that the SIP domain that the users try to register on is listed in the Local SIP Domains table.

•If you do not use RADIUS authentication, check that the SIP user which tries to register is listed in the Local SIP User Database table.

•If you do not use RADIUS authentication, check in the Local SIP User Database table that the SIP user which tries to register is allowed to register from the network where the SIP client is located. If you use RADIUS authentication, check on the Authentication and Accounting page that the SIP user which tries to registe ris allowed to register from teh network where the SIP client is located.

•If local SIP authentication is used, check that the SIP user uses the correct password.

SIP users can’t register through the Telecommuting Module

•Check that the SIP domain that the users try to register on is not listed in the Local SIP Domains table.

•Check that SIP authentication is not used. If you want the Telecommuting Module to per- form SIP authentication, make sure that the Telecommuting Module and the SIP registrar uses the same SIP realm.

•If the client sends the REGISTER request to the Telecommuting Module itself and the Telecommuting Module is supposed to redirect it to the registrar, check on the Routing page that this is configured correctly.

•Check that there are Sender IP Filter Rules to allow the registration through the Telecom- muting Module. For the network from where the registration was sent (or as Default Pol- icy For SIP Requests), you must select Process all.

SIP Trunking (calls via SIP operator)

•If your operator requires registration, check that the Telecommuting Module registered successfully. A successful registration is indicated in the Registered Users table on the Registrar and Session Status page. If you find the operator user listed in that table, the registration was successful.

•If you do not get a ring tone in the calling phone, there is probably something wrong in the SIP signaling. Check the log to see that the Telecommuting Module can connect to the operator. Also check that the Request-URI of the incoming INVITE request looks like you expected. For incoming calls, you might have to change your Dial Plan to match what the operator sends out, like a "+" first in the phone number. For outgoing calls, some

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