VOIP and SIP issues

VOIP and SIP issues

If test voice notifications via VOIP are experiencing difficulties, we recommend the following tests and procedures:
  • Verify that the authorization name and password are correct for the SIP server
  • Can a softphone installed on the same computer as TopView connect to the SIP server? Can it also make and receive calls from the VOIP system? One softphone you can use is the 3CX Phone 6 for Windows (use this one over newer versions, which restrict access to only 3CX servers).
  • Is it possible the firewall is blocking SIP calls? Test your computer's firewall and port settings with the 3CX Firewall Checker client application.
    • Audio issues are typically due to the network or a firewall blocking or filtering the communication. SIP communication (call setup) and media (audio) communication happen on different ports, so both the SIP port (5060, or as specified in your SIP server address TopView setting) and the media ports (5000-30000, or as specified in TopView settings) need to be allowed through all firewalls and networks.
    • Run the "RemoteConnectionTest" and verify that the registration test passes.
    • See our VOIP Debugging page for more
  • Make sure you're running the most recent version of TopView available, along with any patches for that version.
  • If DTMF tones are not detected, see our DTMF issues page for more information.
We have a few general posts on TopView's use of VOIP for voice notifications:

    • Related Articles

    • DTMF detection issues for VOIP calls (e.g. using key presses to acknowledge alarms over voice calls)

      DTMF  (Dual-tone multi-frequency signaling - Wikipedia) is responsible for communication of key presses over the phone call. TopView can use these key presses to allow calls to proceed, or to acknowledge alarms via voice notifications. Here are some ...
    • VOIP Phone call register/unregister issues

      Overview TopView Voice Notification makes VOIP phone calls for alarm notification. The VOIP protocol is SIP. TopView is a "SIP client" that connects to the SIP Server to make phone calls. Each phone call in TopView is made by a separate call process ...
    • What do I need for VOIP call-out notification?

      For many years TopView has supported voice call-out notification over traditional phone lines but, due to both hardware and software developments, voice notification via TAPI modems is much less reliable than it used to be (see the reliability ...
    • Voice Notification: What hardware do I need?

      TopView 6.25 dropped support for voice notifications using TAPI modems and it will not be supported for future versions Due to the dwindling hardware and OS-level support for these devices we no longer support TAPI as a notification method. We ...
    • Ports used during TopView operation

      TopView can utilize a number of ports to perform its job, configure your firewall to allow communication over the following ports: Data source related ports OPC requires the use of DCOM, which is negotiated over port 135 TCP. The client and server ...