Troubleshooting SessionPBX

Start with the simplest test that isolates the affected layer: internal extension, app, carrier trunk, inbound route or call flow.

SessionPBX pages are not available

1. Open the project overview and confirm that the project uses a Teams plan with a voice region.
2. Check the trial or subscription state. If creation succeeded but the trial did not start, use Start free trial to retry.
3. Wait for the hosted workspace to finish provisioning, then reopen the project.
4. Check whether the missing feature requires Teams Business, such as call flows or reports.

Hosted Teams creation starts the trial and requests the workspace directly. It does not use the manual Submit for Approval checklist. If provisioning does not finish, contact support with the project name and the visible error.

An invitation or QR code does not work

• Confirm the member is Active and has the correct email address.
• One-time automatic setup links and QR codes expire after three days.
• Ask the administrator to resend the invitation.
• Remember that resend rotates the password; use the newest invitation.
• If scanning fails, sign in manually with the email and provisioning password.

The app does not receive calls

1. Confirm the app shows the expected member and extension.
2. Check the member is Active.
3. Set the member’s availability to Available, not Do not disturb.
4. Allow microphone and notification permissions.
5. On mobile, confirm background activity and notifications are not blocked by battery-saving settings.
6. Test an internal extension call before testing the public number.
7. Reprovision with the latest invitation if credentials were rotated.

Outbound public calls fail

• Confirm an outbound or bidirectional SIP trunk is enabled.
• Enable Outbound PSTN for the member.
• Dial the destination in the format expected by the carrier.
• Use an outbound caller ID authorised by that carrier.
• Check carrier credit, destination restrictions and fraud controls.
• Test another destination to distinguish a general failure from a number-specific restriction.

An inbound number does not ring the expected destination

1. Confirm the number is listed on the correct enabled trunk.
2. Check the carrier is sending it to the SessionPBX service in the correct region.
3. Confirm all carrier signalling addresses appear under Allowed IPs for an IP-auth trunk.
4. Review Inbound number routing.
5. Confirm the chosen member, group, queue or flow is enabled.
6. If routed to a flow, confirm that the flow is Published, not only saved as a draft.

A queue does not ring an agent

• Confirm the agent is selected as a queue member.
• Confirm their queue state is Available, not Paused.
• Check the member account is active and the device is registered.
• Check Do not disturb and any always-forwarding rule.
• Verify another simultaneous call is not already occupying the member.
• Test by dialling the queue’s internal number directly.

Calls follow the wrong office-hours branch

• Check the timezone on the Business Hours step.
• Confirm the weekday is enabled and the start time is earlier than the end time.
• Remember that one step supports one open period per day.
• Confirm you published the edited version.
• Verify the inbound number is attached to the intended flow.
• Test both branches with a temporary controlled time window, then restore the production schedule.

A message reaches the wrong mailbox

1. Note the caller, dialled flow number, timestamp and timezone. An Answered result alone does not confirm the final destination.
2. Open the intended flow under Call Flows and confirm it is enabled and published.
3. Follow the branch that applies at the time of the call. For Business Hours, check the timezone, weekday and hours.
4. Open the Voicemail step and check its selected member and extension.
5. Correct the mailbox, save the step, save the flow and publish the new version.
6. Repeat the same controlled call. Check the recipient’s personal mailbox and play the new message to confirm the result.

Watch the routing troubleshooting walkthrough for a real demo of this sequence.

One-way or no audio

Confirm whether the problem occurs on internal calls, carrier calls or both. Try another network and disable VPNs only as a controlled test permitted by your organisation.

Collect the call time, numbers, devices, networks and direction. Audio problems on every internal call usually point to an endpoint or network issue; audio problems only through a carrier may require coordinated investigation with the carrier.

Before contacting support

Provide:

• Project name and voice region
• Affected extension and destination, without passwords
• Exact timestamp and timezone
• Expected and actual behaviour
• Reproduction steps
• Relevant report result
• App platform and version

Never paste SIP, carrier or provisioning passwords into an ordinary support email.