SIP Call Troubleshooting

  • Updated on Jun 18, 2025
  • Published on May 28, 2025
  • 2 minute(s) read
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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."


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, 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."


Some quick tips for filtering and diagnosing with VOIPMonitor:


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.


Filter Form

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.

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.


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.


Additional details can be seen by clicking on the + icon on the left:




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:

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