SIP.US Call settings for TopView and troubleshooting
Overview
TopView supports online/hosted SIP Servers for TopView Voice Notification call out. SIP.US is a hosted SIP Server.
While most SIP Servers will work with TopView, we have tested a few and can recommend them for use with TopView: see TopView VOIP Providers - Exele
While it is possible to configure TopView to work with SIP.US, they have some configuration parameters and behaviors which are not typical when compared to most other SIP Servers (see below). Therefore, we recommend that TopView customers select one of our tested and recommended SIP providers.
General recommendations
- Registration: SIP.US call settings do not require registration, as per their knowledge base article. Registration required should be unchecked in TopView voice call settings when using SIP.US.
- Phone number format: Ensure phone numbers used for notification start with "1" (US customers), whether through TopView's prefix settings or directly in the contact database
- TopView keep-alive setting: TopView's SIP softphone periodically sends a command to the SIP server to see if it responds. The default keep-alive command is REGISTER. SIP.US will not continuously respond to the REGISTER command and the TopView keep-alive monitor will eventually fail the softphone connection.
The workaround is to change the default keep-alive command: - Launch the TopView Configurator
- Left menu: in the Global Settings section select Global Options
- Navigate to the Notification tab
- Under VOIP/SIP settings, change the keep-alive command to OPTIONS
- Caller ID: Some regions / telecom providers may not connect calls if the caller ID is not specified in SIP.US settings. You can override the caller ID for outgoing calls from TopView in the 'CallerID Override' setting in your Trunk Settings, by using the customer portal @ login.sip.us. This will make it so all calls, no matter what extensions or device is being used, will have the same CallerID value. The number to use for the override is the outgoing phone number tied to your SIP.US account.
Reference SIP.US New User Troubleshooting Guide:
Note: Technically, trunk registration is not required to make an outbound call as it is primarily used to store the contact information used by SIP.US to send you inbound calls, however it is a great indicator to see that things are setup properly.
Make sure you are sending calls with a ‘1’ in front of the number.
Audio issues
If phone calls reach the destination but you are experiencing audio issues with SIP.US (can't hear audio for the call), please review your firewall and network settings. SIP.US provides a good reference for how media/audio works and steps to take in their article "I Don't Have Audio – Help Center (sip.us)".
If you continue to experience audio issues with SIP.US, please reach out to their support. They are responsive and can help you assess what issues may be occurring.
SIP.US Support can be reached through their Help Center (sip.us).
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