Phone Login Not Active

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 Verify agent’s softphone (Zoiper, Bria, or WebRTC) is running and connected to the Asterisk server

• Check SIP registration status: asterisk -rx ‘sip show peers’ | grep AGENT_EXTENSION

• 3 If peer shows UNREACHABLE, restart the softphone and verify SIP credentials

• 4 Verify the extension exists in /etc/asterisk/sip.conf or /etc/asterisk/pjsip.conf

• 5 Check that VICIdial phone login field matches the SIP account username exactly

• Reload Asterisk SIP: asterisk -rx ‘sip reload’

• 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.

ViciStack’s free 30-day support plan includes unlimited live VICIdial troubleshooting. If you can’t resolve this error with the steps above, our engineers will connect to your system and fix it directly — no support tickets, no hourly billing.