Freeze the product, order and failed attempt
Record UTC and local time, exact product, customer class, order, schedule version, site, access, service interface, router or SBC, PBX and software, ordered channels and numbers, direction, calling and called values, first response, answer and audio result. Redact secrets while retaining field names and retrieval time.
Classify the first unexpected boundary: order, access, interface, PBX, channel, call-rate policy, number, request, response, dialog, media, diversion or restoration. Do not substitute another Vocus product profile for the ordered service.
Prove access and the service interface
For SIP Voice Connect, verify the ordered UC Access, service-interface location, cross-connect or managed-router boundary. For an over-the-top SIP Trunk, verify the actual internet path and customer/provider demarcation. Keep these access models separate.
Establish state on both sides before changing NAT, SIP ALG, credentials, identification rules or PBX objects. A link, internet session, DNS answer or reachable IP does not prove the trunk or identity is accepted.
Map the implementation pack to loaded PBX state
Retrieve the current Vocus implementation specification and map its registration or source-trust model, signaling targets, transport, ports, identities, number format, codecs, DTMF and media ranges to generated configuration and loaded PBX objects. The public records do not define one universal profile across the service family.
Correlate request, response, SDP and packets by the same Call-ID. After answer, prove both media directions, selected codec, decoding and audible result separately. Optional TLS/SRTP language for one offer is not proof of protection on this call.
Trace channels, call rate and numbers independently
Compare the ordered product and channel quantity with provider records, active dialogs and the exact rejection. Keep the SIP Voice Connect minimums, increments and call-per-second policy separate from SIP Trunks ranges and from one account entitlement.
For inbound failure, preserve number allocation or port state, service address, provider attempt, delivered called-number value, PBX receipt and route match. For outbound failure, preserve selected trunk, source identity, Request-URI, response sequence and restriction.
Prove the exact diversion or continuity control
Confirm whether the account uses BroadSoft SIP-trunk Call Forward Always or Unreachable Destination, a different provider feature, a second access path, or PBX routing. Record scope, priority, trigger, owner, destination, provider action, PBX route, call result, media and restoration.
Do not treat the support article as proof that a control exists on every Vocus product. A configured whole-trunk destination or alternate circuit is not proof of automatic trigger, completed calls, preserved features or physical diversity.
Retest one correction and close with bounded evidence
Apply one authorised correction and repeat the affected ordinary call plus an unaffected control. Preserve access and interface state, loaded PBX configuration, SIP exchange, number match, channel and call-rate state, answer, both media directions and hangup. Keep rollback criteria until the approved change is complete.
Attach the service order, governing schedule, implementation evidence, provider records and case observations. Validate emergency-location and alternate-calling readiness through an approved non-live process; do not place an uncoordinated 000 call. No Vocus service, call, media path, diversion or emergency result was tested for this diagnostic.
Sources & applicability
Primary references for the technical details above. Operational examples and planning checklists are VoIP.info editorial guidance.
- Vocus — SIP Voice ↗
- Vocus — SIP Trunks data sheet ↗
- Vocus — SIP Voice Connect Service Schedule, 27 April 2026 ↗
- Vocus — Unified Communications Service Schedule, Australia Direct, 27 April 2026 ↗
- Vocus Support — call forwarding and diversions in BroadSoft ↗
- Vocus — Service Level Agreement ↗
Examples require adaptation to your topology. No live PBX or hardware testing is claimed.