🧭 Overview
If the HostedSuite (HS) softphone isn't displaying incoming calls, this may indicate a breakdown in communication between the PBX and the softphone, an issue with the user account setup, or a technical conflict in the local environment. This guide outlines the possible causes and provides step-by-step troubleshooting actions.
🛑 Common Causes
| Cause | Description |
|---|---|
| 🔁 PBX Sync Failure | HS softphone may not be receiving real-time updates from the PBX. |
| 👤 User Not Linked Properly | The softphone may not be mapped correctly to the extension or operator. |
| 📴 Softphone Not Registered | Registration to SIP server may have failed. |
| 🔒 Firewall/Antivirus Blocking Traffic | Security software might be interfering with SIP traffic. |
| ⚙️ HS Console Mismatch | Operator/extension assignment mismatch may prevent call display. |
| 🔇 Audio Device Conflict | System sound driver issues may prevent the call screen from triggering. |
🔧 Step-by-Step Troubleshooting Guide
✅ 1. Confirm Softphone is Registered
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On the HS softphone, check the bottom status bar:
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Should display “Registered”.
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If not, restart the softphone and confirm credentials are correct.
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Ensure the SIP credentials match what’s assigned in the PBX.
📝 If the softphone is not registered, incoming call info will never reach it.
✅ 2. Verify Operator is Assigned to Extension
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In HostedSuite Admin:
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Navigate to Operators.
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Make sure the user/operator is assigned to the correct extension.
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Cross-check with the PBX/Voice Portal:
- Extension must be active and linked to a valid user endpoint.
✅ 3. Check PBX and Console Sync
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Go to the Voice Console (e.g., EvoVoice):
- Confirm the extension is registered and not showing errors.
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Make a test call:
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Observe if the call shows in the console.
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If it does but not in HS: issue is isolated to HS-PBX sync.
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✅ 4. Check for Multiple Logged-In Devices
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If the same extension is registered on multiple devices, call handling may become erratic.
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Confirm that:
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Only the intended softphone or device is actively registered.
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No overlap with mobile app or desk phones during testing.
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✅ 5. Restart Services
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Close and reopen:
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HostedSuite softphone
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HS console (if used)
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Recommend restarting the PC to clear device-level conflicts.
✅ 6. Verify Call Flow & Routing
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Go to the PBX Rules/Flows section:
- Confirm the inbound call is routed to the correct extension.
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Check if ring groups, forwarding, or timeout conditions are redirecting calls elsewhere.
✅ 7. Disable Firewall or Antivirus Temporarily
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Some firewalls block SIP ports (5060/5061) or UDP traffic.
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Temporarily disable to test:
- If it works, create an exception rule for HS Softphone.
🧪 Test Scenario Example
| Test | Expected Result |
|---|---|
| Call extension directly | Softphone rings & shows popup |
| Call to main DID routed to extension | Softphone receives call |
| Softphone closed | Call appears on another device (if configured) |
| Softphone open but no call display | Likely registration or sync issue |
🆘 Still Not Working?
Before escalating, gather the following:
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Screenshot of HS registration status
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Date/time of the test call
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Extension or DID used
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Any error messages shown
Contact Evo Support with this information so logs can be checked on the PBX and SIP side.