Read SIP trunk test call results

In Nuteq, a SIP trunk test call shows each step of one real call through your trunk, so you can see how far the call got and what to change when it stops. The Test call card on the SIP trunks page lists every call you place during the test with its steps and its Call-ID.

How does a test call work?

A test call checks one of the trunk's numbers during a 15-minute window. First, you choose a number in the Test call card and click Start test call, and the card asks you to call that number from your phone system. Second, Nuteq lists each call that reaches that number during the window, with its Call-ID and the steps it passed. Third, the card updates every 2 seconds until the call finishes, the call stops, or the window ends.

A refused call keeps the window open, so after a fix on your phone system you can call again right away. After a call that didn't finish, fix the cause and click Start a new test call, which also starts a fresh 15-minute window. When the window ends, the card says "The test window ended. Start a new test call." Saving a change to the trunk or deactivating it ends the open test, so start a new test call afterwards. The card shows up to 20 calls for one test, and it says "Only the first 20 calls of this test are shown." when there were more.

What does each step mean?

The card shows the steps a call passed, in the order below.

Step on the card	What it means
Call came from an allowed IP address	The call arrived from an address under Source IP ranges on this active trunk.
Phone number matched to an agent	The dialed number is on this trunk, and its agent is active.
Call answered	Nuteq accepted the call setup and answered the call.
Audio from your phone system reached us	Encrypted audio from your phone system arrived and Nuteq could decode it.
Your agent spoke	Your agent sent its first audio to your phone system.
Call finished and saved	The call ended and Nuteq saved the conversation.
Call was refused before it reached your number	Nuteq refused the call before matching the number. The card says why.
Phone number was not matched	Nuteq couldn't match the dialed number to an agent on this trunk. The card says why.
Call did not finish	The call stopped before it could finish. The card says why.

While a call is going through these steps, the card says "Test call in progress…". After the last step, it says "The call finished. Checking the result…" for a few seconds, and then "Ready. Calls to this trunk reach your agent."

Why was a test call refused?

When a call is refused, the card says "The test call was refused." with one of the messages below. The next step is shown on the card exactly as it appears in the table.

What the card says	What to do
The call came from an IP address this trunk does not list.	Add the address your carrier sends calls from under Source IP ranges, save, and start a new test call.
SIP trunks are not switched on for your business yet.	Contact support to switch on SIP trunks, then call again.
We could not check this call just now.	Wait a minute and call again. If it keeps happening, contact support with the Call-ID below.
The number your phone system sent is not on this trunk, or its agent is not active.	Make sure your phone system sends the number in +E.164 format exactly as listed under Phone numbers, and that its agent is active.
We could not look up the number just now.	Wait a minute and call again. If it keeps happening, contact support with the Call-ID below.

For an address that isn't listed, the address that counts is the public address the call comes from after your firewall or router, which can be different from the address your phone system has on your own network. A carrier that sends calls from several addresses needs each address or network added as its own range.

Why did a test call not finish?

When a call stops after Nuteq accepted it, the card says "The test call did not finish." with one of the messages below, and the card stops checking for updates.

What the card says	What to do
We could not read the call setup your phone system sent.	Check that your phone system sends a standard SDP audio offer, then start a new test call.
The call audio was not encrypted.	Turn on SRTP with SDES keys (AES_CM_128_HMAC_SHA1_80) for this trunk, then start a new test call.
We could not use the encryption key your phone system sent.	Use SDES-SRTP with the AES_CM_128_HMAC_SHA1_80 suite and a full-length key, then start a new test call.
Your phone system did not offer an audio format we support.	Allow G.711 u-law (PCMU) or A-law (PCMA) on this trunk, then start a new test call.
Your phone system asked us to send audio to an address we cannot reach.	Set the audio (media) address on your phone system to a public IPv4 address, then start a new test call.
The call was answered, but no audio reached us.	Let your firewall send and receive UDP on ports 10000-10399 to and from Nuteq, then start a new test call.
The call was hung up before it was answered.	Start a new test call and stay on the line until your agent speaks.
The call ended before your agent spoke.	Start a new test call and wait for the greeting.
Your agent could not take the call.	Check that the agent for this number is set up and active, then start a new test call.
Something went wrong on our side.	Start a new test call. If it happens again, contact support with the Call-ID below.

The SDP audio offer is the part of the call setup where your phone system lists its audio formats, encryption keys, and media address. Most of the messages above point at one setting in that offer, and Set up a SIP trunk lists the values Nuteq accepts.

What if nothing shows up after you call?

When the card keeps saying "Waiting for the call…", the call didn't reach the point where Nuteq could match it to this trunk. Check the following:

• Your phone system sends the call to sip.nuteqai.com on port 5061 over TLS 1.2 or newer, with sip.nuteqai.com as the TLS server name, and your firewall allows the outgoing connection.
• The number you dialed is the one chosen under Number to call, and your phone system sends it with its country code.

If all of these look right and nothing appears within the 15-minute window, contact support with the number you called and the time of the call.

What if the call finished but the trunk isn't Ready?

When the card still says "The call finished. Checking the result…" after about 15 seconds, click Check again. If the trunk still isn't Ready after that, contact support with the Call-ID.

A trunk only becomes Ready when its settings stay the same for the whole call. If someone saves a change to the trunk or deactivates it while the test call is in progress, the call shows "Something went wrong on our side." or the test ends, and you need to start a new test call.

What to send support

Each call in the Test call card shows "Call-ID for support" followed by the identifier your phone system gave the call. When you contact support, send the Call-ID, the trunk name, the number you called, the time of the call with your time zone, and the message the card showed. Support can find the same call from the Call-ID, so you don't need to send logs or screenshots from your phone system unless support asks.