VICIdial Error: Phone Login Not Active — Cause & Fix

Error Summary

Error Message

Phone Login Not Active

Severity

Critical

Component

Web

What Causes This Error

Agent is attempting to log in but the phone extension or SIP account is not registered with Asterisk. Can occur when the softphone is not running, SIP registration failed, the extension doesn't exist in the dialplan, or the VICIdial phone login doesn't match an active Asterisk channel.

How to Fix It

  1. 1
    Verify agent's softphone (Zoiper, Bria, or WebRTC) is running and connected to the Asterisk server
  2. 2
    Check SIP registration status: asterisk -rx 'sip show peers' | grep AGENT_EXTENSION
  3. 3
    If peer shows UNREACHABLE, restart the softphone and verify SIP credentials
  4. 4
    Verify the extension exists in /etc/asterisk/sip.conf or /etc/asterisk/pjsip.conf
  5. 5
    Check that VICIdial phone login field matches the SIP account username exactly
  6. 6
    Reload Asterisk SIP: asterisk -rx 'sip reload'
  7. 7
    Check /var/log/asterisk/messages for SIP registration error details

How to Prevent It

Use WebRTC agents to eliminate SIP registration issues. Implement automated SIP registration monitoring. Create an agent login checklist that includes softphone verification before shift start.

Critical Agent Screen Blank Web Critical WebRTC Connection Failed Web Critical SIP Registration Failed Asterisk

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Frequently Asked Questions

What causes the VICIdial "Phone Login Not Active" error?
Agent is attempting to log in but the phone extension or SIP account is not registered with Asterisk. Can occur when the softphone is not running, SIP registration failed, the extension doesn't exist in the dialplan, or the VICIdial phone login doesn't match an active Asterisk channel.
How do I fix the VICIdial "Phone Login Not Active" error?
Verify agent's softphone (Zoiper, Bria, or WebRTC) is running and connected to the Asterisk server Then: Check SIP registration status: asterisk -rx 'sip show peers' | grep AGENT_EXTENSION Then: If peer shows UNREACHABLE, restart the softphone and verify SIP credentials Then: Verify the extension exists in /etc/asterisk/sip.conf or /etc/asterisk/pjsip.conf Then: Check that VICIdial phone login field matches the SIP account username exactly Then: Reload Asterisk SIP: asterisk -rx 'sip reload' Then: Check /var/log/asterisk/messages for SIP registration error details
How can I prevent the "Phone Login Not Active" error in VICIdial?
Use WebRTC agents to eliminate SIP registration issues. Implement automated SIP registration monitoring. Create an agent login checklist that includes softphone verification before shift start.