VICIPanel

Phone login not active, agent cannot take calls

Agent logged in but their phone endpoint didn't register, no audio path, no calls route.

Symptoms

  • •Agent shows logged in but immediately disconnects
  • •`sip show peers` doesn't show the agent's extension registered
  • •Agent interface shows 'Waiting for call' indefinitely

Common causes

  • •WebRTC registration failed (certificate issue, STUN issue)
  • •Softphone credentials wrong for this phone_login
  • •SIP ALG on agent-side router breaking REGISTER
  • •Phone_login record exists but is inactive in vicidial_phones

How to fix it

  1. 1
    In agent interface, click 'Hangup & Logout' then login fresh
  2. 2
    Verify phone_login: `SELECT active FROM vicidial_phones WHERE extension='YOUR_EXTEN'`
  3. 3
    Check WebRTC console log in browser developer tools for registration error
  4. 4
    Try a different browser to rule out local TLS certificate issues
VICIPanel diagnostic for: Phone login not active, agent cannot take calls
VICIPanel diagnostic for: Phone login not active, agent cannot take calls
Agent health and operational view in VICIPanel
How VICIPanel helps

VICIPanel's WebRTC softphone includes built-in diagnostics, the agent sees registration status, STUN connectivity, and audio permissions in one panel.

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