If you cannot connect your SIP phone, check the settings below.

Check the server address length

When you connect a SIP phone on the Telephony Users page, use the credentials provided there:

• Server address — format: ip.b24-xxxx-xxxxxxxxxx.bitrixphone.com (38 characters)
• Login — format: phoneID, where ID matches the employee ID in Bitrix24
• Password — generated automatically, but you can change it

Use the default phone settings

We recommend connecting the SIP phone with its default settings. Custom settings may prevent some devices from working correctly.

Update the SIP phone firmware

Install the latest firmware version on your SIP phone. Outdated firmware may cause connection problems.

Check supported protocols

Your SIP phone must support either the TCP or UDP protocol because the ip.b24-xxx-xxxxxxxxxx.bitrixphone.com server only works with these protocols.

If your phone supports both, use UDP.

Disable the STUN server

Turn off the STUN server setting on your SIP phone. STUN can cause issues with NAT traffic and may interrupt calls or disconnect conversations.

Disable SIP ALG on the router

Turn off the SIP ALG option in your office router settings. If SIP ALG is enabled, calls may disconnect or break during conversations.

Limit for simultaneous incoming calls

If you use SIP phones with the To everybody call distribution type, Bitrix24 can send an incoming call to a maximum of 10 devices at the same time. This is a Voximplant limitation.