---
title: "SIP Call Troubleshooting"
slug: "sip-call-troubleshooting"
updated: 2025-06-18T04:42:30Z
published: 2025-06-18T04:42:30Z
canonical: "kb.connecttoteams.com/sip-call-troubleshooting"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.connecttoteams.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SIP Call Troubleshooting

## **SIP Call Troubleshooting**

As a Master Reseller or a Reseller, there are two tools available for advanced SIP diagnostics. The purpose of these tools are to expose the SIP communication from various waypoints between the PBX/Trunk and Microsoft Teams. These tools will appear when looking at the Enterprise view as a Master Reseller or a Reseller at the bottom of the lefthand menu as in the picture below. They are called "Monitor Calls" and "Debug Call."

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-W82PDJZW.png)

## **Monitor Calls**

ConnecttoTeams uses a service called VoIPmonitor for call monitoring. VoIPmonitor is a very complex and powerful ingestion engine that takes SIP communications from sensors on network devices. If you wish to deep dive into VoIPMonitor their full documentation can be found [here](https://www.voipmonitor.org/doc/WEB_GUI_Manual), but what follows is a quick-start guide for the more casual (yet still effective!) user.

From the sidebar, select "CDR" in the top left. This is where call records are kept." ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-ZRLSOXHQ.png)

Some quick tips for filtering and diagnosing with VOIPMonitor:

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-1750221319640.png)

Set the date range: highlighted in red.

Filter by SIP response: blue, bottom left. Clicking on each response will filter results by that response, making this a quick way to find problematic calls.

Filter by more precise parameters: blue, upper left. More about this below.

View the PCAP: green, top right.

View the SIP ladder diagram: green, center. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-1750221401469.png)

### Filter Form

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-OBQ3RI0T.png)

The "filter form" menu offers many different criteria to search for. Some particularly useful fields include:

- The date range, either set as calendar dates or the last x amount of time
- The number that called or was called. Use % signs as a wild card search to account for country code prefixes
- X-TMC code (to retrieve all legs of a single call)

If you click the + sign in the left corner of any call record you will open up a more detailed view. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-1750221512853.png)

> [!NOTE]
> Note
> 
> Call records are stored for 14 days

## Debug Call

**Note**: A "consent" is needed from the Enterprise Admin when using this feature as a Super User/Master Reseller/Reseller.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-92PTO4BC.png) ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-YEZAI7BV.png)

Call ID: This can be found in the Teams Admin center, but if you do not have it calls can be searched by timeframe instead.

If you select that you "Don't have a Call-ID:" you will be prompted to search the records extracted from Microsoft Teams, first, to identify a call that either originated in Teams or terminated in Teams. You can search by selecting the date range to the applicable time. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-1750221563803.png)

Additional details can be seen by clicking on the + icon on the left: ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-1750221588833.png) ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-1750221607234.png)

When you have identified the call from the Microsoft Teams call records, you can select "Search in VoIPMonitor" to bring up a view of all legs of the individual call and the packet capture (PCAP). This call leg view is essentially another way of accessing Monitor Calls with narrowed search criteria: ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-1750221745982.png)