Home Troubleshooting Issue: "Call Answered Elsewhere" Message & Dropped Calls

Issue: "Call Answered Elsewhere" Message & Dropped Calls

Last updated on Jun 26, 2025

Overview

This article explains the cause and resolution for calls that drop unexpectedly with the message:

“Call answered elsewhere.”

This typically affects setups where the same SIP extension is registered on more than one device (e.g., softphone + console, or phone + softphone), leading to signaling conflicts.

Affected Systems

  • EvoVoice Softphone

  • Evo Console

  • Desk Phones (if using SIP registration)

  • SIP Server / PBX

Reported Symptoms

  • Incoming call rings, then drops automatically

  • Message on the screen (or call log): "Call answered elsewhere"

  • Call doesn't appear in call history

  • Receptionists lose calls intermittently

  • Caller may get routed to voicemail or hear a drop tone

Possible Root Causes

  1. Multiple Devices Registered with the Same SIP Credentials

    • Console, softphone, and desk phone are all logged in as the same user

    • SIP servers may route call to multiple devices, but only one is expected to answer

  2. Race Condition in Call Signaling

    • Two devices compete to answer the call

    • SIP server terminates one stream with "Call answered elsewhere"

  3. Outdated Registrations or Ghost Sessions

    • Previously logged-in devices still appear active in server memory

    • SIP INVITE gets acknowledged by an inactive or phantom device

  4. VPN or Dual Network Interfaces

    • User’s system registers from two different IPs (e.g., VPN + LAN), confusing SIP signaling

  5. Delayed ACK or Response Timing

    • One device may receive and answer faster, causing the other to be dropped

Troubleshooting Steps

🧪 Step 1: Check Registration Logs

  • Look at SIP logs for the extension showing the error

  • Confirm how many devices are registered and their IP addresses

🧪 Step 2: Identify All Devices Logged in with the Extension

  • List out all devices where the same SIP credentials are used

    • Console

    • Softphone (mobile/desktop)

    • SNOM or Yealink desk phone

  • Check for duplicate or simultaneous registrations

🧪 Step 3: Log Out from All but One Device

  • Fully close softphone, console, or phone one at a time

  • Re-test call to isolate which device is taking the call first

🧪 Step 4: Disable VPN Temporarily

  • If the user is remote, try turning off VPN and testing again

  • Check if duplicate IPs or geo-location issues are involved

🧪 Step 5: Reboot Router or Modem (for remote users)

  • Sometimes double registration comes from router NAT mapping issues

  • A clean IP refresh can help

Resolution

✅ Recommended Fix: One SIP Device Per Extension

  • Assign unique extensions to each SIP endpoint:

    • e.g., 1001 for console, 1001a for softphone

  • If multiple devices need to ring, configure a Ring Group instead of same credentials

✅ Clear All Previous Registrations

  • Force logout of SIP sessions from PBX

  • Clear console cache and sign in again

✅ Update SIP Server Config

  • Enable support for multiple registrations only if necessary and controlled

  • Adjust timeouts or re-INVITE intervals to allow cleaner session handling

✅ Configure Console/Softphone to Only “Monitor” (if applicable)

  • If console is only used for call display, disable “Auto-answer” or call handling permissions

Best Practices for Prevention

  • Never share SIP credentials across more than one active device

  • Use Ring Groups or Queues if multiple devices must receive the same calls

  • Regularly audit registered SIP clients via your PBX

  • Educate users about VPN/IP duplication impact on softphone behavior