Outbound Call Issues

🚫 Outbound Calls Not Working in Yeastar P-Series Cloud PBX

📘 Overview

This article provides troubleshooting steps for resolving issues where outbound calls fail in the Yeastar P-Series Cloud PBX. Outbound call failures can occur due to misconfigurations in outbound routes, trunk settings, or number formatting.

⚙️ Common Symptoms

Administrators or users may experience one or more of the following:

• Outbound calls immediately fail or show “Call Failed” in Linkus.
• No audio or dropped call when dialing out.
• Error messages such as “403 Forbidden,” “488 Not Acceptable Here,” or “Service Unavailable.”
• Calls work internally but not externally.

🔍 Step 1: Verify Trunk Registration

1. Log in to your Yeastar P-Series Cloud PBX Admin Portal.

2. Navigate to Call Control → Trunks.

3. Ensure the SIP trunk status shows Registered.

• If not registered, check the SIP server address, username, and password provided by your ITSP.
4. Check for any firewall or network restrictions that may block SIP traffic.

💡 Tip: You can click Diagnostics → SIP Registration to confirm registration success.

🧭 Step 2: Check Outbound Route Configuration

1. Go to Call Control → Outbound Routes.

2. Confirm that the trunk used for outbound calls is correctly assigned to the route.

3. Verify the Dial Patterns:

• Ensure the number format matches what the provider expects.
• Add or remove leading digits if necessary using the Strip / Prefix options.

4. Confirm that your extension or user group has permission to use that route under “Selected Extensions.”

📞 Step 3: Review Extension Settings

1. Navigate to Extensions → Edit Extension → Features tab.

2. Confirm:

• Outbound Route Permission includes the correct routes.
• The Caller ID Number is valid or allowed by your carrier.

3. If custom caller IDs are set, test using the default trunk caller ID to rule out rejection from the carrier.

🧰 Step 4: Analyze Call Logs

1. Go to Monitor → Call Logs → CDR & Recordings.

2. Check the call result and reason for failed calls.

3. You can also use Maintenance → System Logs → PBX Logs:

• Enable SIP Debug and reproduce the failed call.
• Review logs for SIP errors like 403 Forbidden, 404 Not Found, or 480 Temporarily Unavailable.

💡 Tip: Share SIP debug logs with your service provider or CommsChannel support for deeper investigation.

🌐 Step 5: Confirm Network and NAT Settings

1. Go to System → Network → Public IP and Ports.

2. Ensure the External IP is correctly detected or manually entered.

3. If your PBX is behind a NAT, make sure SIP ALG is disabled on your firewall or router.

4. Check that UDP port 5060 and RTP ports (10000–12000) are open in both directions.

🧾 Step 6: Verify Carrier Configuration

Contact your ITSP or CommsChannel Support to confirm:

• Your account is active and has outbound call credits (if prepaid).
• The trunk is not blocked due to failed registration or fraud protection.
• The dialed number format matches the carrier’s requirement.

🧹 Step 7: Test with Another Trunk or Route

1. If you have multiple trunks, temporarily assign a different trunk to the outbound route.

2. If calls work via the alternate trunk, the issue is likely with the carrier configuration or trunk authentication.

✅ Resolution Summary

If outbound calls still fail after these checks:

• Capture SIP Logs and call examples (time, extension, dialed number).
• Send details to:

📧 Helpdesk@commschannel.com.au

CommsChannel’s support team will analyze the logs and coordinate with Yeastar or your SIP provider for resolution.

🆘 Support

For additional assistance, contact: