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

The workspace is provisioned only after the project setup is complete and approved.

1. Open the project overview.
2. Complete Provisioning and Miscellaneous.
3. Confirm the project is configured to Use our hosted PBX and has a region.
4. Submit the project for approval.
5. Activate the trial or subscription when prompted.

If the project is still in Prepare or Submitted state, Team Members and routing cannot yet be configured.

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.

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.