#Hi, we successfully bound in a SIP trunk and the calls are pointed to sip.rtc.elevenlabs.io:5060\tr

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scenic sentinelBOT
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AI-generated Answer for erikeros.ev

If your SIP trunk is successfully bound and calls are directed to sip.rtc.elevenlabs.io:5060;transport=tcp, but the agent isn't picking up the calls, here are some key areas to review for your configuration:

  1. Firewall Settings: Ensure that your firewall allows SIP traffic on the required ports (5060 for TCP/UDP or 5061 for TLS) and that UDP traffic is allowed for RTP media streams (ports 10000-60000).

  2. Audio Requirements: Verify that your system supports the required 48kHz audio sample rate, as this is mandatory for ElevenLabs' SIP deployment.

  3. Codec Compatibility: Confirm that the codecs match between your system and ElevenLabs. If you're using a system that supports only specific codecs (e.g., u-law), ensure proper translation paths are configured for compatibility with Opus/48kHz.

  4. Authentication: If you're using authentication, double-check the SIP trunk username and password. Alternatively, if you're using IP-based authentication, ensure the IP address is properly whitelisted.

  5. Call Routing: Verify that the calls are correctly routed to the agent. Check your PBX or SIP server configuration to ensure the destination matches the agent's setup.

  6. SIP URI Format: Ensure the SIP URI is correctly formatted. For example, sip:[agent_id]@sip.rtc.elevenlabs.io should be used, replacing [agent_id] with the appropriate identifier.

  7. Logs and Debugging: Check your SIP server logs for any errors or warnings during the call setup. Look for SIP responses like 500 Server Internal Error or Q.850 Cause 38 (Network Out of Order), which may indicate internal issues.

If you've reviewed these areas and the issue persists, you may need to escalate the matter to your technical team or ElevenLabs support for further investigation. Providing detailed logs and configuration files can help identify the root cause.

inland ivy
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2025/08/04 10:02:26.767385 xyz:5060 -> 34.49.132.122:5060
INVITE sip:agent_*******@sip.rtc.elevenlabs.io:5060 SIP/2.0
Via: SIP/2.0/UDP xyz:5060;rport;branch=z9hG4bKPj6eb8849a-2613-4de1-b8a3-0e7df63aa945
From: "3630xxx" sip:3630xxxx@xyz;tag=3846a8a8-714d-414c-9f72-c6cf604bd867
To: sip:agent_*******@sip.rtc.elevenlabs.io
Contact: sip:asterisk@xyz:5060
Call-ID: 7e4351db-b87c-4d9f-bac1-9e623b2ec3c0
CSeq: 13692 INVITE
Allow: OPTIONS, REGISTER, SUBSCRIBE, NOTIFY, PUBLISH, INVITE, ACK, BYE, CANCEL, UPDATE, PRACK, INFO, MESSAGE, REFER
Supported: 100rel, timer, replaces, norefersub, histinfo
Session-Expires: 1800
Min-SE: 90
Max-Forwards: 70
User-Agent: Asterisk PBX 22.5.1
Content-Type: application/sdp
Content-Length: 400

scenic sentinelBOT
#
AI-generated Answer for erikeros.ev

It seems like your SIP trunk is successfully sending the INVITE request to sip.rtc.elevenlabs.io:5060, but the agent is not responding or picking up the call. Here are some steps to verify and troubleshoot the configuration:

  1. Check the Transport Protocol: The INVITE request in your log is using UDP, but your configuration specifies tcp (sip.rtc.elevenlabs.io:5060\transport=tcp). Ensure that the transport protocol matches. If ElevenLabs requires TCP, update your SIP configuration to use TCP instead of UDP.

  2. Verify Agent ID: Double-check that the agent_******* in the To field matches the correct agent ID configured in your ElevenLabs account. Any mismatch will prevent the call from being routed correctly.

  3. Firewall and Ports: Ensure that your firewall allows SIP traffic on port 5060 for TCP and that RTP media ports (typically 10000-60000) are open for audio streams.

  4. Audio Codec Compatibility: ElevenLabs requires audio in 48kHz. Confirm that your PBX system is configured to use a compatible codec (e.g., Opus) and that the audio sample rate is set to 48kHz.

  5. Authentication: If authentication is required, ensure that the username and password for the SIP trunk are correctly configured.

  6. Call Routing: Verify that the call is being routed to the correct agent. Check your PBX logs to ensure the call is being forwarded to the correct SIP URI.

  7. Check for Errors: Look for any error responses (e.g., 4xx, 5xx) in the SIP logs from ElevenLabs. These can provide clues about what might be going wrong.

  8. Test with a Different Number: If possible, test the setup with a different phone number or agent to rule out any issues specific to the current configuration.

If the issue persists after verifying these steps, you may need to provide detailed SIP logs and configuration files to the ElevenLabs support team for further investigation.

inland ivy
#

right, now the agent picked up, but instead of talking it immediately hung up

scenic sentinelBOT
#
AI-generated Answer for erikeros.ev

If the agent is picking up the call but immediately hanging up, there are a few areas to check and troubleshoot:

1. SIP Trunk Configuration

  • Ensure that the SIP trunk is correctly configured to handle the audio codec required by ElevenLabs. The supported audio format is typically μ-law 8000 Hz. Verify that both the input and output audio settings match this format.

2. Agent Configuration

  • Double-check the agent's settings in ElevenLabs:
    • Ensure the agent is properly linked to the SIP trunk.
    • Verify that the agent has a valid prompt or script to respond to the call.
    • Confirm that the end_call tool is not being triggered prematurely.

3. Call Flow and SIP Logs

  • Review the SIP logs to ensure the call flow is correct. Look for any error codes or unexpected behavior in the logs.
  • Check if the agent is receiving the correct input from the SIP trunk. If the input is malformed or missing, the agent may hang up.

4. Webhook or External Tools

  • If you are using a webhook or external tool to pass data to the agent, ensure that the webhook is functioning correctly and providing the necessary information for the agent to respond.

5. Testing with a New Agent

  • As a troubleshooting step, create a new agent with default settings and test the call. This can help identify if the issue is specific to the current agent's configuration.

6. Twilio or SIP Provider Settings

  • If you are using Twilio or another SIP provider, ensure that the call settings (e.g., TwiML or SIP headers) are correctly configured to work with ElevenLabs.

If the issue persists after these checks, you may need to provide more details, such as:

  • The exact agent configuration.
  • Any error messages or logs from the ElevenLabs dashboard.
  • Whether the agent is receiving and processing the call audio.

Let me know if you need further clarification or assistance!

inland ivy
#

I'm using Asterisk, and right after the call connects, the agent hangs up.