Troubleshooting Plivo Endpoints
This guide outlines key areas to check when facing issues with Plivo endpoints for making and receiving calls, including:
- Unable to log in
- Unable to make calls
- Unable to receive calls
- Call disconnections
- Poor call quality
Unable to Log In
Ensure you are using the correct credentials, which can be found on the Plivo console under the Endpoints page.
Username: Consists of up to 25 alphanumeric characters, followed by a 12-digit number assigned by Plivo (e.g., <username>123456789012). Special characters are not allowed.
Password: Can be alphanumeric and include special characters, with a maximum length of 32 characters.
Alias Name: Can contain alphanumeric characters but no special characters, with a maximum length of 50 characters.
Unable to Make or Receive Calls
- Verify that the endpoint is correctly configured and successfully registered.
- Use the Retrieve an Endpoint method to check endpoint details.
- Ensure the correct application is assigned to the endpoint for making calls & receiving calls.
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You can use the Direct Dial app to make calls via an endpoint:
- URL: http://plivodirectdial.herokuapp.com/response/sip/route/?DialMusic=real&CLID=PUT_YOUR_CALLER_ID_HERE
- This URL should be set as the answer_url for the application linked to your Plivo endpoint.
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You can use the Call Forward app to redirect incoming calls through an endpoint:
- URL: http://callforward.herokuapp.com/forward/?Numbers=PUT_YOUR_CALLFORWARDING_NUMBER_HERE
- This URL should be set as the answer_url for the application linked to your Plivo endpoint.
Call Disconnections
- Check the session expiry time set in your softphone, hardphone, or SDK.
- If the issue persists and the call was not intentionally disconnected by either party, contact support@plivo.com for further investigation.
Poor Call Quality
VoIP call quality can be affected by multiple factors, including:
- The network connection of both the caller and recipient
- Local network setup
- Carrier networks of both parties
- Headset functionality
- Plivo’s partner carrier performance
For persistent issues, checking these factors can help improve call quality.