Calls are not connecting
Ringing and dropping, refusing to dial, or silent audio — three different symptoms with three different causes.
"Calls are not working" covers at least four distinct faults with nothing in common. Identifying which one you have is most of the work, so start by classifying the symptom precisely.
Will not dial is usually configuration or number format. Rings then drops is usually protocol or media. Silent audio is a media or NAT issue. Works then fails under load is concurrency.
Steps
Classify the symptom precisely first
Does it refuse to dial, ring and drop, connect with silence, or fail only sometimes? Each points somewhere different, and treating them as one problem wastes hours.
If it will not dial, check direction and hours
Outgoing must be enabled on the channel, and restricted call timings must permit the current time. Check the timezone, not just the hours — this is the most common cause on a newly configured channel.
Check the number format
Numbers without a country code are the single biggest cause of calls that never leave. This bites imported lists hardest, and it will affect thousands of records at once.
If it rings and drops, check protocol and encryption
On SIP, a UDP-versus-TLS mismatch typically shows this way. Both must match the carrier exactly, and this failure gives you almost nothing else to go on.
Check concurrency
Carriers reject calls above what they sold you. If calls work when you test one at a time and fail during a campaign, this is almost certainly it.
For registration failures, check the authentication model
If the carrier authenticates by IP, registration will fail no matter how correct your credentials are — and vice versa. Confirm which model your trunk uses.
For inbound, check the gateway side
Your gateway needs Convarza on its IP or domain match list, and needs to be pointed at the details on the connection card. Half of an inbound gateway setup happens on your equipment, where Convarza cannot report a problem.
Refresh trunk status and take the readout to your carrier
They can see their side of the same call, which is often the fastest route to an answer.
Check it worked
Once calls connect, place one at the very start and one at the very end of your calling window, and one during a campaign. Those three cover the configuration, the hours and the concurrency.
The parts people get wrong
- Silent audio in one direction is nearly always a media or NAT issue rather than a Convarza setting. Your carrier will recognise the symptom immediately.
- The calling balance can also stop calls. If everything is configured correctly and nothing dials, check the balance on Home.