Does your VoIP device/client have access to the Internet?

• Ping the registrar domain.

• Create a trace route to the registrar domain.

To perform a ping/trace route:



For Windows

In the “Start menu” search for “Command Prompt” and open it. Run one of the following commands to adjust the domain. You can stop the command by pressing CTRL+C.

• ping -t sips.peoplefone.de

• tracert sips.peoplefone.de

For macOS

Open the “Terminal” from the “Utilities” application folder. Run one of the following commands to adjust the domain. You can stop the command by pressing CTRL+C.

• ping sips.peoplefone.de

• traceroute sips.peoplefone.de



Do you have a firewall that may not allow/block our services?

•  Configure the required firewall rules 



Are the SIP details configured in your VoIP device/softphone correct?

• Check the registrar domain (spelling, correct country/service).

• Check the SIP credentials (spelling, spaces, …).



Is your VoIP device/softphone trying to log in too often?

• Adjust the re-register time to 180-300 seconds.



Is another service using / blocking port 5060 (signaling)?

• Change the SIP port to 6000.

You do not have enough credit to make the outgoing call.

• Top up your account with some credit.



Your VoIP device/client is not registered.

• Check the chapter «Troubleshooting» «Connection problems»



You are displaying a number (CLI) that is not allowed on the remote side.

• Check the call list in the peoplefone portal. You should see the outgoing call with an error message.



Your account has been blocked for some reason.

• Check the peoplefone portal.

The number is not correctly configured in the peoplefone portal.

• Make sure you have a valid number (not expired, already ported, …).

• Check if the number is assigned to a SIP line to which a VoIP device/software is connected.

• Check if the number is assigned to the SIP line on which your VoIP device/client is registered.



Your VoIP device/client is not registered on the SIP line to which the number is assigned.

• Check the call list in the peoplefone portal.

• You should see the incoming call with an error message.

• Check the previous chapter «Problems with incoming and outgoing calls»



The number is assigned to a SIP line on which call forwarding is configured.

• Check the call list in the peoplefone portal.

• You should see the incoming call and the forwarded outgoing call.



The destination VoIP device/client rejects the call as busy.

• Check your VoIP device/VoIP client and disable the Do Not Disturb feature.



You're already on a call. A second call will be rejected as busy.

• Check your VoIP device/VoIP client and disable call waiting.



Incoming calls sometimes don't work.

• Check the session timeout in your firewall/router configuration. Make sure the value exceeds 300 seconds.