Troubleshooting Plivo Endpoints

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.
  • 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.
  • You can use the Call Forward app to redirect incoming calls through an 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.

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