How to Create and Monitor a SIP Trunk
Table of Contents
Prerequistes Register E911 Emergency Passing Caller ID through from SIP Trunk Monitoring your SIP TrunkPrerequistes
- Reseller or higher access to the portal
- PBX IP address
This article outlines how to create a SIP trunk for use with an on-premise PBX or ATA device.
- Log in to the Portal
- Navigate to SIP Trunks
- Click Add SIP Trunk
- Under the Basic tab, complete the following information:
| Name: | Must be unique, all lower case letters, no spaces or special characters, minimum of 4 characters |
| Domain: | Client's domain name |
| Description | Enter a short description or the Company Name |
| Relay Media: | Yes, No, or I don't care. If the PBX or ATA that you're creating a trunk for requires media to be sent directly to the origination/termination source, select No |
| Trunk Type: | Select Bidirectional (Inbound & Outbound), Origination Only (Inbound Only), Termination Only (Outbound Only), or Locked (No Inbound or Outbound) |
| IP Control: | Choose Static IP or Require Registration. This will depend on the PBX or ATA Requirements. If using Require Registration, enter a unique username (not a DID). These credentials will be used for registering the PBX or ATA |
| IP Address: | If using Static IP, enter the PBX's IP address. Alternatively, enter the FQDN |
- Click Next, Under Dial Planning & Limits, complete the following fields:
| Dial Translation: | This should be left as the domain name |
| Dial Permission: | Recommended permissions are the US & Canada |
| Inbound Limit: | The maximum number of sessions allowed to originate from the connection |
| Outbound Limit: | The maximum number of sessions allowed to terminate on the connection |
| Total Limit: | The maximum number of sessions allowed |
- Click Add
- After the trunk has been added, edit the Trunk to configure failover for the SIP trunk, if desired.
- Click on the desired trunk and go to the Failover tab
- Set Allow Failover to Yes
- Configure Call Forwarding for When busy, When offline, or When unanswered
- Click Save
Register E911 Emergency
- Navigate to Inventory>Emergency Numbers (Legacy) tab
NOTE: A message may appear stating "These are the emergency numbers using the legacy provisioning method. See emergency addresses and endpoints for the new emergency protocol." This message can be ignored as DLR is not yet enabled
- If users have already been created, a list of numbers will appear based on the Emergency Caller ID set for the users. To add a new number, click Add 911 Number. To edit an existing number, click on the 911 number
NOTE: Please ensure that the emergency number is in 11-digit format to correspond with the portal/domain.
- Enter a Caller Name followed by the client's service address
NOTE: Do not enter any special characters such as &, @, or ! in this field, or the validation will fail - Click Validate
- Invalid addresses will show a red message saying the entered address could not be found. Contact the Telco Services department if this occurs.
- Validated addresses will show green text indicating the address has been confirmed. Click Save
- The updated address should now show a green OK
Passing Caller ID through from SIP Trunk
To ensure Caller ID passes through our system from your SIP trunk, please send a 10-digit Caller ID on incoming calls. When dialling out, use either a 10-digit or 11-digit format. Avoid including a leading "+" in the Caller ID if you want it to pass through correctly.
Monitoring your SIP Trunk
The Hosted Voice platform shows the last known registration state and won't know the trunk is down until the SIP registration expiry window lapses. The responsibility for real-time trunk monitoring sits with the customer's PBX.
Real-time monitoring of your SIP trunk is done through your PBX versus the portal, which involves tracking registration status, signalling traffic, and call quality metrics (QoS) using built-in PBX tools, packet analysis, or automated alerts.
Built-in PBX Status and Logs:
- Registration Status: Check your PBX dashboard to see if the trunk shows "Registered" or "Online"
- Email/SMS Alerts: Configure notification triggers in your PBX settings to send an alert immediately when a trunk unregisters or goes offline for more than a few minutes.
-
SIP Logs / Trace: Turn on the native SIP trace utility in your PBX management portal to record real-time SIP messages (
INVITE,REGISTER,200 OK) passing through the interface
Network and Protocol Testing:
-
Packet Capture: Use the PBX's integrated packet capture tool or mirror port traffic to record data on port
5060(UDP/TCP) or5061(TLS).
-
External Diagnostics: Run command-line utilities like
sipsakornmapto test if the provider's endpoint responds to SIP options requests on UDP/TCP port5060
Performance and Quality Metrics:
- QoS Tracking: Monitor audio metrics like latency, jitter, and packet loss via your PBX analytics dashboard.
- Test Calls: Schedule automated test call routines through your dial plan to verify end-to-end media paths and audio delivery.