VICIPanel
Troubleshooting/Phone login not active, agent cannot take calls
CriticalAgent

Phone login not active, agent cannot take calls

Agent logged in but their phone endpoint didn't register, no audio path, no calls route.

Symptoms

  • •Agent shows logged in but immediately disconnects
  • •`sip show peers` doesn't show the agent's extension registered
  • •Agent interface shows 'Waiting for call' indefinitely

Common causes

  • •WebRTC registration failed (certificate issue, STUN issue)
  • •Softphone credentials wrong for this phone_login
  • •SIP ALG on agent-side router breaking REGISTER
  • •Phone_login record exists but is inactive in vicidial_phones

How to fix it

  1. 1
    In agent interface, click 'Hangup & Logout' then login fresh
  2. 2
    Verify phone_login: `SELECT active FROM vicidial_phones WHERE extension='YOUR_EXTEN'`
  3. 3
    Check WebRTC console log in browser developer tools for registration error
  4. 4
    Try a different browser to rule out local TLS certificate issues
Agent health and operational view in VICIPanel
How VICIPanel helps

VICIPanel's WebRTC softphone includes built-in diagnostics, the agent sees registration status, STUN connectivity, and audio permissions in one panel.

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