This article explains how to fix common outbound calling issues in Bitrix24 Telephony.

It covers errors that may occur when you:

• Make calls from a rented number
• Use a SIP PBX connected through the SIP connector

If you use a telephony app from the Bitrix24 Market, contact the app developer for support with outbound calling issues.
Support for Bitrix24 Market apps

If outbound calls fail

If Bitrix24 cannot complete an outbound call, you will see the Call cannot be completed error in the active call window.

To find the cause:

1. Go to CRM > Add-ons > Telephony.
2. Open the Call details tab.
3. Find the failed call.
4. Click the book icon in the Details column to open the call log.

If you do not see the Details column

1. Click the gear icon.
2. Enable Details in the list settings.
3. Click Apply.

Call logs

5. Scroll to the bottom of the call log and check the message next to Call reason.

Use the sections below to find the error and solution.

Issues with rented numbers

If you cannot make outbound calls from a rented number, check the following possible causes.

Forbidden. Not active
This error means your rented number is inactive because the monthly fee was not paid.

To fix it:

1. Go to CRM > Sales > Sales channels > Telephony > Connection > Balance & Statistics.
2. Make sure you have enough credits in your telephony balance.
3. Click Configure in the top-right corner to check the renewal date.

If the renewal date is today or earlier, the rented number subscription has expired.

Top up your telephony balance to restore outbound calls.
Top up your balance

Forbidden. Can't be used
This error means the required documents were not uploaded or approved. In some countries, telecom providers must verify legal documents before you can use rented phone numbers.

To check your document status:

1. Go to CRM > Sales > Sales channels > Telephony > Upload documentation.
2. Review the status of uploaded documents.
3. Upload new documents if the previous ones were rejected.

Issues with SIP PBXs

If outbound calls fail when you use a SIP PBX, check the following possible causes.

SIP Trial: trial time is over
This error means your SIP connector subscription expired or you used all available free minutes.

Purchase the SIP connector to continue making outbound calls.
SIP connector

PBX-side errors
If the call log shows one of these error codes, the issue is on the PBX side: 403, 404, 480, or 500.

To verify the issue:

1. Open the call log.
2. Check the error code.
3. Copy the call log URL from the browser address bar.
4. Send the link to your PBX support team.

Exception: error 408
If you see error 408, contact Bitrix24 Support.

Issues not related to your connection type

Sometimes outbound calls fail because of incorrect telephony settings. Check the following possible causes.

Connection problems
If Bitrix24 cannot establish an incoming or outgoing connection, check the following:

• Verify telephony requirements: Make sure your environment meets the technical requirements for Bitrix24 Telephony.
  Technical requirements for the telephony module
• Check your firewall or antivirus: Your firewall or antivirus software may block the connection.

Try the following:

• Temporarily disable your antivirus software.
• Repeat the call.
• Make sure *.bitrix24.com is allowed in your firewall settings.

• You can also review our telephony provider's documentation.

• Clear cached CDN files: Your browser may use outdated cached CDN files.

  Install Bitrix24 Messenger and try the call again.

User is not allowed to call number
This error appears when a user does not have permission to make outbound calls.

To fix it:

1. Open the Telephony access permissions settings.
2. Assign the user a role that allows outbound calls.

Configure access permissions to Telephony

The phone number is in Exceptions
If the customer’s number is on the exception list, the call log will show the same error: User is not allowed to call number.

Remove the number from Exceptions to allow outbound calls.
Manage exceptions in CRM

No microphone access
If the browser cannot access your microphone, calls may fail.

Allow microphone access in your browser settings.

After that, run a telephony connection quality test.
Test your telephony connection quality

This route is unavailable
This error means the phone number is invalid or unavailable. The call log will show the Invalid number error.

This issue may occur for the following reasons:

• Incorrect phone number format
  Enter the phone number in full international format, including the country code, city code, and local phone number. Bitrix24 ignores symbols such as +, ( ), - or blank spaces between digits. Only the order of digits matters.

  For countries with numbers that start with 84, 85, 86, 87, 88, or 89, use one of these prefixes: +, 00, or 011. Example for Vietnam: +84, 0084, or 01184, and the rest of the number.

  If the number starts with 0, use either 00 or 011. The format of the number 0630123456 for an outgoing call will be 000630123456 or 0110630123456.

• Missing area code for Voximplant
  When you use a rented number with the Voximplant provider, you can only call numbers with supported area codes.
  Rates for outbound calls
• The destination number is inactive
  The number you are calling may be disconnected or unavailable. If a call does not go through, check if the number is active. Make a call to it from a number that is not connected to Bitrix24. If the number you've dialed is not active, you will hear a message that it's incorrect.

  To verify it:

  1. Check the phone number format.
  2. Make sure the area code is supported.
  3. Try calling the number from a phone that is not connected to Bitrix24.

  If the number is inactive, you will hear a message that the number is unavailable or incorrect.

If your issue is different, contact Bitrix24 Support via chat and include the call log link.
Contact Bitrix24 Support