
1. Verify SIP Server Configuration 
    
    1. Why: If the SIP server address is misconfigured, phones will not register even if network access is available. 
        
    2. Check: 
        
        1. On the Edgemarc, go to VoIP > SIP. 
            
        2. Verify the SIP Server IP is correct. 
            
        3. This address should be an IP - NOT DNS HOSTNAME! 
            
2. Check SIP Survivability Status 
    
    1. Why: If survivability is enabled and expected to provide fallback during WAN outages, phones will not function locally if it is down. 
        
    2. Check: 
        
        1. Go to VoIP > Survivability in the Edgemarc. 
            
        2. Confirm Survivability Status is green. 
            
        3. Restart the survivability process if needed by submitting at the bottom of the page. 
            
3. Confirm Edgemarc Public IP is Whitelisted in Hosted pfSense 
    
    1. Why: If the customer's public IP is not in the alias list used by the hosted pfSense firewall, SIP traffic may be blocked even if management access still works. 
        
    2. Check: 
        
        1. Determine the Edgemarc’s current public IP (via its web UI or using curl ipinfo.io from the CLI). 
            
        2. Log in to the hosted pfSense. 
            
        3. Go to Firewall > Aliases. 
            
        4. Locate the alias used for SIP or VoIP traffic access. 
            
        5. Add the Edgemarc’s public IP if it is missing. 
            
        6. Apply the firewall rules. 
            
4. Confirm Edgemarc IP is Allowed in FreePBX Firewall 
    
    1. Why: FreePBX's built-in firewall may reject SIP registration attempts from unknown or untrusted IPs. 
        
    2. Check: 
        
        1. Log in to the FreePBX admin interface. 
            
        2. Navigate to Connectivity > Firewall. 
            
        3. Expand the menu on the right, and click Advanced. 
            
        4. Navigate to the Advanced Custom Rules tab. 
            
        5. Ensure the Edgemarc’s IP is listed in one of the lines like below: 
            
            1. -I INPUT -s {Edgemarc IP} -p udp -m udp --dport 5060:5061 -j ACCEPT 
                
            2. If not, add the IP and apply the configuration. 
                
5. Optional Checks 
    
    1. Review SIP Registration Logs 
        
        1. Use sngrep on the FreePBX server. 
            
        2. If no SIP traffic is received, or it is not being responded to by the phone server, the issue likely lies with pfSense or FreePBX firewall rules. 
            
        3. If traffic is received but registration fails, inspect the response codes for incorrect credentials or otherwise. 
            
    2. Review phone settings 
        
        1. Double check that the Server host in the phone is correct. 
            
        2. Verify that the outbound proxy is either the Edgemarc internal IP, or disabled.