Common Scenarios:
1. Getting a Busy Signal When Calling Your Number
If your number rings busy, even though everything looks connected in Live Hub and your bot platform, it’s likely the bot isn’t actually reachable. This can happen if the bot token expired, or the bot isn’t running or correctly integrated.
2. Can’t Receive Calls Even with a Positive Account Balance
If your account has credit but you’re not getting calls, it’s usually due to routing rules pointing to the wrong destination or an unassigned number.
How to Fix It
Step 1: Check and Reconnect Your Bot
Bots can disconnect silently, especially if tokens change or the bot app restarts.
Go to your bot configuration in Live Hub and reauthorize or reconnect it.
After reconnecting, make a test call from the SIP or bot settings panel.
If it still fails, reset the routing rule and double-check that the Welcome Message is enabled.
Step 2: Review Routing Rules and Number Assignments
A routing rule must point to a valid destination (like a bot or SIP connection) and use an active, assigned number.
Make sure the phone number is both assigned to the rule and available.
If the number is inactive or missing, remove the rule and create a new one.
Only reference valid, currently assigned numbers in your routing setup.
Step 3: Use the Built-in Test Tools
Live Hub allows you to test SIP and bot connections directly.
Click “Edit” on the SIP or bot connection and use the "Test Connection" feature.
If it fails, the tool will highlight issues like unreachable destinations, wrong credentials, or a disabled bot.
Fix any errors and retest.
Still Not Working?
Restart the Live Hub portal and your bot app or SIP device.
Check if there are any updates or outages affecting service.
Reach out to support if everything looks correct, but calls still fail.
Additional Tips
If none of the above steps resolve the issue:
Check for updates or patches in the AudioCodes application.
Restart the application and re-test.
Contact AudioCodes support for further assistance if necessary.
Related Topics
Configuring Routing Rules in AudioCodes
SIP Connection Setup and Testing
Managing Phone Number Assignments in AudioCodes
Following this guide should help you diagnose and resolve common call connection issues in AudioCodes.