Applies To:



This article discusses a PBX or Trunk user's different registration states as shown on the service portal.

It also discusses recommended expiry times and how this interacts with the SIP REGISTER packets sent out.

Registration States Explained

GREEN DOT: This indicates success, that a SIP REGISTER packet was sent and a 2xx response was received.

This means the user should be ready and available for calling.

RED DOT: This indicates failure, that a register packet was sent, but no 2xx response was received.

GRAY/BLUE DOT: This means registration is not enabled for this user. 

Typically this is intentional (the PBX may be set to non-registration), but can also mean the user does not have a license associated.

ORANGE DOT: This means pending, the very first registration is queued. 

Users are not expected to be in this state for more than a few minutes.

ORANGE CIRCLE: This means the registration session has expired, and registrations are working, but are not keeping up with the Expiry.

Consider setting a longer Expiry session time on the PBX - more information below.

An expired registration is still honoured by the platform, as long as the upstream PBX/Trunk is still able to process calls.

Registration Expiry

Registration expiry is the frequency with which the platform sends out REGISTER SIP packets to let the PBX/Trunk service know that the platform is available to process phone calls for users. 

For a PBX a registration takes place per user

For a Trunk the registration takes place per trunk service.

An expiry time of 3600 seconds (one hour) is recommended

A shorter expiry increases SIP load on both the platform and the upstream PBX/Trunk. 

Other systems that run behind a NAT gateway might require a shorter expiry to keep the connection alive (such as those using TCP/TLS) or to keep the firewall hole open (NAT UPD). 

However, the platform has neither constraint and as such there is no need for a short expiry.

As the expiry timer counts towards zero the platform will send out a new registration. This typically happens within 10% of the expiry time. For example, a registration with a one hour expiry will typically renew between zero and six minutes ahead of the hour. This is especially useful for large user accounts to spread out the load on the upstream PBX/Trunk. 

If a registration fails the platform will auto retry five minutes later, regardless of any expiry configured.