Help Center

Getting Started

• How to Open and Track a Support Ticket — Creating a support ticket from your client account, following replies, and what happens when a ticket is resolved.

VoIP

• How to Request a VoIP Route Test — What to prepare before requesting a route test, and what happens after you submit one.
• Understanding 1/1, 6/6, 60/1 and 60/60 Billing — What each billing-increment notation means for how a connected call is charged.
• SIP Username/Password Authentication — How credential-based SIP authentication works and when to choose it over IP authentication.
• IP-Authenticated SIP Trunks — How IP-based trunk authentication works and when it is the better fit.
• How to Read a VoIP Rate Sheet — What each column on a published rate sheet or CSV export means.
• How to Test a VoIP Route Before Sending Production Traffic — A practical test plan for a new SIP termination route: what to measure, how many calls to place, and how to read ASR, ACD, PDD, audio and caller-ID results.

VICIdial

• Preparing VICIdial for SIP Connectivity — What to have ready before connecting a VICIdial installation to a SIP trunk.
• Understanding CPS and Concurrent-Call Limits — What calls-per-second and concurrency limits mean for a predictive dialer, and why they matter.

Troubleshooting

• What to Include in a Call-Quality Ticket — The details that let support diagnose a call-quality or connectivity issue quickly.

SIP Troubleshooting

• SIP 401 and 407 Authentication Errors: Causes and Fixes — Why a SIP trunk answers INVITE or REGISTER with 401 Unauthorized or 407 Proxy Authentication Required, and how to tell a normal challenge from a real failure.
• SIP 403 Forbidden: Why a Trunk Refuses a Call — A 403 is a policy refusal, not a capacity problem. The usual reasons are an unapproved source IP, a destination that is not enabled, caller-ID rules or account status.
• SIP 404 Not Found and 484 Address Incomplete — Most 404 and 484 responses on outbound calls are dial-plan formatting problems: missing country code, extra prefixes or a tech-prefix the trunk does not expect.
• SIP 408 Request Timeout and Long Post-Dial Delay — How to separate a network reachability problem from a slow downstream route when calls time out or take too long to ring.
• SIP 486 Busy Here, 480 Temporarily Unavailable and 603 Decline — These codes usually reflect the called party or the destination network, not a broken trunk — unless they appear on every call or rise with concurrency.
• SIP 503 Service Unavailable (and 500/502): Capacity, Routing and Account Causes — A 503 means a server could not handle the call right now. On a termination trunk the usual causes are concurrency or CPS limits, no available route for the prefix, or account status.
• One-Way or No Audio: RTP, NAT and Firewall Causes — When the call connects but one side cannot hear the other, the signalling worked and the media path did not. Almost always NAT, firewall or SDP addressing.
• VoIP Codecs for Call Centers: G.711, G.729 and Opus Compared — How codec choice affects audio quality, bandwidth, transcoding and AI speech recognition — and how to plan bandwidth per concurrent call.
• DTMF Not Detected: RFC 2833/4733, SIP INFO and In-Band Tones — Why keypresses fail on IVR and Press 1 flows, and how to align the DTMF method between your dialer, the trunk and the far end.
• ASR, ACD and PDD: Reading VoIP Route Quality Metrics Honestly — What each metric measures, how it is distorted by your own traffic, and why a single "ASR %" claim never proves a route is good.
• SIP Channels, CPS and Failover for Call Centers — How to size concurrent channels and calls per second for a dialer, and how to design a second route for failover without doubling cost.
• VoIP Fraud and Spam Controls Every Call Center Should Have — Practical controls against toll fraud, compromised credentials and spam-flagged caller IDs — on your side of the trunk.
• Reconciling VoIP Usage, Billing Increments and Your Balance — How to check what a set of calls should cost from your own call records, the published rate and the billing increment.

Account & Billing

• How Crypto Payment Verification Works — The step-by-step process from invoice to provisioning for a cryptocurrency-only checkout.
• How Refunds Are Handled — A summary of the refund process — see the full Refund Policy for complete terms.

Security

• Keeping Your CallCenterBoost Account Secure — Practical account-security steps: email verification, password resets, and what we will never ask you for.