Troubleshooting the Built-In Softphone

Find the issue you see in the tables below, then open its article for the full fix. Most Softphone issues come from the network, browser permissions, or SIP account settings, so start with the quick checks.

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TIP
If the Softphone shows an error message or code, look it up in Softphone Errors Explained first.

Check these first

Run these checks before you open an article. They solve many sign-in, call, and audio issues.

Test your connection with the CommPeak Speed Test, and check your ping and jitter as described in How Can I Check My Ping/Jitter in Softphone?.
Make sure the IP address you work from is in your SIP account's IP Access Control List (ACL).
Make sure your firewall allows Softphone traffic. On networks with strict firewalls, see Why Should I Enable STUN or TURN in CommPeak Softphone?.
Allow microphone access for the Softphone in your browser, and check that your headset is connected and selected in Audio Settings.
Check the CommPeak status page for ongoing service incidents.

Signing in and registration

Use these articles when the Softphone does not start or does not register.

Issue	What you see	Common causes
Built-In Softphone Login Error 403: IP Mismatch	The Softphone shows the "403 - IP mismatch" error when it starts	Your IP address is missing from the SIP account's IP ACL
Extension Registration Issues	The Softphone or IP phone fails to register	Incorrect credentials, network blocks, incorrect extension details, SIP account issues

Making and receiving calls

Use these articles when calls do not connect or do not last.

Issue	What you see	Common causes
Unable to Make or Receive Calls	Outgoing calls fail, or incoming calls do not reach you	Account issues, service downtime, network issues, incompatible equipment
Not Receiving Initial Softphone Calls for Dialer Predictive Mode	CommPeak Dialer agents get no call after clocking in, or the call rings, drops, and rings again	WebSocket connection not established, microphone blocked in the browser, the agent's SIP settings
Dropped Calls	Calls disconnect in the middle of a conversation	Network issues, hardware issues

Call audio

Use these articles when calls connect but the sound is wrong.

Issue	What you see	Common causes
One-Way Audio	Only one side of the call can hear the other	Firewall settings, NAT traversal
Choppy or Distorted Audio	Voices break up or sound distorted	Network jitter, low bandwidth, IP not added to Network Monitor - Pinger, strict firewalls
Echo During Calls	You or the other party hear your own voice back	Acoustic feedback, Network Latency, low sound quality
Microphone Volume Automatically Decreases	Your microphone level drops to 60–80 on its own	Chrome automatic volume adjustment, Windows auto-volume features, media key shortcuts, headset controls

Still need help?

For general tips on call quality, see How Can I Improve the Audio Quality of Calls?. If none of the articles solve the issue, contact CommPeak Support.