YEALINK NETWORK TECHNOLOGY CO.,LTD.

www.yealink.com

Call out/Call in failure

 Feature mechanism:
After the phone register with the SIP account successfully, when call out or there is any incoming
call, normally from the trace there should be below basic SIP messages flows:

Let’s make an example for Call out: When you dial out, the phone will send ‘INVITE’ message to
initiate the call, and the server will feedback 100 Trying, then 180 ringing which for ringback tone,
and if the end party is found and respond 200OK, the phone will send ACK, then the call will be
set up and two terminal will send RTP (Voice) to each other; when any party ends the call, the
phone will send ‘BYE’ to notify and finish the call.

Attached is a trace for your reference: Dial from T49G to T27, you can filter ‘sip’ to see the sip
flow:

T49G call T27.pcap

 Issue Description:
Call out or call in will be failed.

 Resolution: （Checking list）

1. First of all, please check and make sure your SIP phones are registered successfully. If not,
when you dial out, the phone will prompts ‘invalid account’, and of course nobody can call in.
You can refer to these FAQ for further checking the registration issue:
1
 YEALINK NETWORK TECHNOLOGY CO.,LTD.
www.yealink.com
http://support.yealink.com/faq/faqInfo?id=77And【Tier2】
‘ Registration Issue.docx’ document
2. If the Account are fine (both caller and called side), please check if any party set the RTP
encryption as ‘compulsory’ (SRTP) while another party is still RTP? If yes, there will a prompt
‘not acceptable here’ or no call can call in (no prompt): If so, please set both phones to
‘compulsory’ or ‘disable’ it for both phones.

3. If the issue still occur, please get the trace of this issue from customer and have a primary
trace analysis:
a) For call out failure: Please check if the phone sent out ‘INVITE’ message to initiate the
call, if not it’s the phone issue; If there is ‘INVITE’, please check what’s the error message
responds from server, such as 4XX error, then please contact Yealink following steps 4
b) For call in failure: Please check if the phone receive ‘INVITE’ from server, if not, it’s
server issue please check the server; if received but the phone didn’t ring or responds
any error message to server, then it may be the phone issue, please contact Yealink
following steps 4
4. Please kindly confirm and provide below important information to Yealink for further analysis,
thanks in advance.
a) Please let us know the detailed scenario like: It’s for dial out failure or dial in failure?
When dial out failed, how about dial in? Vice versa; and when the call failed, what’s the
prompts on both phone LCD?
b) How often the issue occurred?
c) How many phones you have? And how many of them have this issue?
d) Any other Yealink Model or other brand works fine?
e) Kindly provide us Syslog (must be Level6)/ Trace/ config.bin files. (For how to get these
three files, please refer to:

2
 YEALINK NETWORK TECHNOLOGY CO.,LTD.
www.yealink.com
https://support.yealink.com/en/portal/knowledge/show?id=84b84b529641f28b843eb4
45 )
Note: Please make sure the trace is with completed SIP message, e.g.:

Syslog file is in Level6: if it have <6+info> means its Level 6 syslog:

5. Products:
All

6. Firmware version:
All