Hangup Sources
| Source | Description |
|---|---|
| Customer | Hangup initiated by your infrastructure |
| Carrier | Hangup initiated by the remote carrier |
| Zentrunk | Hangup initiated by Plivo |
Hangup Codes
Normal Hangups (3000-3040)
Normal Hangups (3000-3040)
Normal call terminations - typically no action required.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 3000 | normal_hangup | Normal hangup from carrier | None - call completed normally |
| 3010 | normal_hangup | Normal hangup from user | None - call completed normally |
| 3020 | rtp_timeout | Mid-call media timeout | Check network stability. Verify firewall allows RTP ports (10000-20000 UDP) |
| 3030 | insufficient_plivo_credits | Call ended due to low credits | Add credits. Enable auto-recharge in Console → Billing |
| 3040 | abnormal_hangup_due_to_reinvite | Re-invite rejected | Check for changes in session parameters during call |
Authentication Errors (4000-4060)
Authentication Errors (4000-4060)
Issues with credentials or authorization.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 4000 | bad_request | Malformed SIP request | Check SIP packet format. Don’t retry without fixing |
| 4010 | unauthorized_by_carrier | Carrier rejected authentication | Verify carrier credentials are not blacklisted |
| 4020 | unauthorized | Authentication required | Add correct credentials to trunk configuration |
| 4030 | insufficient_plivo_credits | No credits to start call | Add credits to your account |
| 4040 | forbidden | Carrier refused the request | Authorization won’t help - check with carrier |
| 4050 | blacklisted_for_verification | Number blacklisted by Zentrunk | Contact Plivo support |
| 4060 | forbidden | PBX authentication failed | Verify credentials on your PBX |
Routing Errors (4070-4120)
Routing Errors (4070-4120)
Issues finding the destination or route.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 4070 | trunk_not_found | Trunk lookup failed | Verify trunk URI is correct in Console |
| 4080 | route_not_found | No matching trunk URI | Check incoming call route settings |
| 4090 | destination_not_found | No route to destination | Verify destination number. Check carrier availability |
| 4100 | prefix_not_supported | Invalid number prefix | Use correct country prefix for destination |
| 4110 | secure_trunking_disabled | TLS/SRTP used but not enabled | Enable Secure Trunking or use non-secure transport |
| 4120 | destination_invalid | Invalid “To” number format | Use E.164 format: +14155551234 |
Caller ID Errors (4130-4200)
Caller ID Errors (4130-4200)
Issues with the caller ID used for the call.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 4130 | incorrect_callerid_non_numeric | Caller ID is not numeric | Use numeric caller ID only |
| 4140 | incorrect_callerid_too_short | Caller ID less than 6 digits | Use full phone number as caller ID |
| 4190 | unknown_caller_id | Non-Plivo number used as caller ID | Use a Plivo-rented number as caller ID |
| 4200 | dno_caller_id | Caller ID is on Do Not Originate list | Use a different number. This one is inbound-only |
Format & Media Errors (4150-4270)
Format & Media Errors (4150-4270)
Issues with SIP message format or media negotiation.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 4150 | proxy_authentication_required | Carrier requires proxy auth | Contact carrier for proxy credentials |
| 4160 | request_timeout_carrier | No response from carrier | Retry. Check carrier availability |
| 4170 | request_timeout_customer | No response from your PBX | Check PBX is online and reachable |
| 4220 | unsupported_media_type | Unsupported codec | Use PCMU, PCMA, or telephone-event codecs |
| 4230 | unsupported_uri_scheme | Unknown request URI | Check SIP URI format |
| 4270 | session_interval_too_small | Session-expires too short | Increase session timer interval |
URI & Availability Errors (4310-4380)
URI & Availability Errors (4310-4380)
Issues with origination URIs and temporary unavailability.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 4310 | uri_not_found | Origination URI not found | Create origination URI and attach to trunk |
| 4320 | uri_invalid | URI cannot be resolved | Verify domain resolves to valid IP address |
| 4330 | temporary_unavailable | Zentrunk temporarily unavailable | Retry. May indicate CPS limit reached |
| 4340 | temporary_unavailable | Callee temporarily unavailable (carrier) | Retry later. Destination may be offline |
| 4350 | temporary_unavailable | Callee temporarily unavailable (customer) | Check your PBX is online |
| 4360 | call_does_not_exist | Call ID mismatch | Check for duplicate Call-IDs in your system |
| 4370 | loop_detected | Call loop detected | Fix routing to prevent loops |
| 4380 | too_many_hops | Hop limit exceeded | Reduce SIP proxy hops |
Call State Errors (4410-4550)
Call State Errors (4410-4550)
Issues with call state, busy, or cancellation.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 4410 | user_busy | Destination is busy | Retry later or use voicemail fallback |
| 4420 | carrier_cancelled | Carrier cancelled the call | Check carrier logs for reason |
| 4430 | sdp_not_acceptable_here | SDP not supported | Check SDP format compatibility |
| 4440 | request_terminated | Zentrunk terminated request | Check logs for specific reason |
| 4500 | request_pending | Another request in progress | Wait for current request to complete |
| 4520 | security_agreement_required | Security negotiation needed | Implement required security mechanism |
| 4540 | forbidden | Zentrunk auth failure | Contact Plivo support |
| 4550 | user_cancelled | User cancelled the call | None - caller hung up before answer |
Geo & Number Restrictions (4560-4590)
Geo & Number Restrictions (4560-4590)
Calls blocked due to permissions or regulations.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 4560 | barred_country | Country blocked in geo permissions | Enable country in Console → Geo Permissions |
| 4570 | barred_number | Number is barred | Contact support if this is unexpected |
| 4580 | invalid_sip_packet | Malformed SIP packet | Check SIP headers and request format |
| 4590 | domestic_anchored_terms_not_met | India media anchoring violation | For India calls: server must be in India. Don’t mix PSTN and WebRTC in conferences |
SDP & Codec Errors (4610-4640)
SDP & Codec Errors (4610-4640)
Issues with session description protocol or codecs.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 4610 | ruri_not_acceptable_here | Unsupported Request-URI | Check URI format |
| 4620 | codec_not_acceptable_here | Unsupported codec | Use PCMU, PCMA, or telephone-event |
| 4630 | sdp_not_acceptable_here_by_carrier | Carrier rejected SDP | Check SDP compatibility with carrier |
| 4640 | sdp_not_acceptable_here_by_user | Your PBX rejected SDP | Check SDP settings on your PBX |
Server & Capacity Errors (5000-5200)
Server & Capacity Errors (5000-5200)
Server-side issues and capacity limits.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 5000 | service_unavailable_no_more_destinations | No available routes | Retry. Check carrier status |
| 5010 | port_limit_reached | Maximum port capacity reached | Contact support to increase capacity |
| 5020 | not_implemented | Unsupported functionality | Check Zentrunk supported features |
| 5030 | not_implemented_at_carrier | Carrier doesn’t support request | Use different request method |
| 5040 | not_implemented_at_user | Your PBX doesn’t support request | Update PBX configuration |
| 5180 | cps_limit_reached | Calls per second limit exceeded | Reduce call rate or contact support to increase CPS |
| 5190 | concurrent_call_limit_exceeded | Too many simultaneous calls | Wait or contact support to increase limit |
| 5200 | server_timeout | Timer expired | Retry the request |
Mid-Call & Service Errors (5220-5360)
Mid-Call & Service Errors (5220-5360)
Errors occurring during active calls.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 5220 | service_interrupted_by_customer | 4xx error during call (customer) | Check your PBX logs |
| 5230 | service_interrupted_by_customer | 5xx/6xx error during call (customer) | Check your PBX logs |
| 5240 | service_interrupted_by_nomedia | Media error during call | Check network connectivity, NAT settings |
| 5250 | internal_error | Backend service issue | Retry. Contact support if persistent |
| 5260 | internal_error_routing | Internal routing issue | Retry. Contact support if persistent |
| 5270 | internal_error_media_service | Media server issue | Retry. Contact support if persistent |
| 5290 | internal_error_trunk | Trunk URI fetch error | Retry. Verify trunk configuration |
| 5300 | bad_gateway | Carrier returned 502 | Check carrier status |
| 5310 | service_interrupted_by_carrier_4xx | 4xx error during call (carrier) | Check carrier logs |
| 5320 | service_interrupted_by_carrier_5xx_6xx | 5xx/6xx error during call (carrier) | Check carrier status |
| 5330 | server_timeout | Carrier timeout | Retry. Check carrier availability |
| 5340 | server_timeout | Your PBX timeout | Check PBX is responsive |
| 5350 | service_unavailable_by_carrier | Carrier temporarily unavailable | Retry later |
| 5360 | service_unavailable_by_user | Your PBX temporarily unavailable | Check PBX status |
Global Failures (6000-6070)
Global Failures (6000-6070)
Final failures with no alternatives.
| Code | Cause | Description | Next Steps |
|---|---|---|---|
| 6000 | busy_everywhere | All destinations busy | Retry later. No voicemail available |
| 6020 | does_not_exist_anywhere | User doesn’t exist | Verify the destination number |
| 6030 | alloted_timeout | Answer timeout exceeded | Destination took too long to answer |
| 6040 | declined_from_carrier | Carrier declined the call | Contact carrier for reason |
| 6070 | not_acceptable | Session description not acceptable | Check SDP compatibility |
Getting Help
If issues persist after troubleshooting:- Check Debug Logs for detailed call information
- Download SIP PCAP from debug logs for analysis
- Contact Plivo Support with the Call UUID and hangup code