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Troubleshoot Azure Communication Services PSTN call failures

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When you're troubleshooting Azure Communication Services PSTN call failures, we recommend that you enable logging. Then you can use ResultCategories, ParticipantEndReason, and ParticipantEndSubCode values to determine why an individual call ended and whether the system detected any failures.

Use ResultCategories to troubleshoot failures

The ResultCategories array is a property of the call summary log schema. It contains a list of general reasons that describe how the call ended:

  • Success
  • Failure
  • UnexpectedClientError
  • UnexpectedServerError

This information can help you determine why a call ended without generating a detailed error log.

Use ParticipantEndReason and ParticipantEndSubCode to troubleshoot failures

If the level of detail in ResultCategories isn't sufficient when you're troubleshooting PSTN calls, you can use ParticipantEndReason and ParticipantEndSubCode to understand the reasons why a call ended in greater detail. ParticipantEndReason and ParticipantEndSubCode are also properties of the call summary log schema.

ParticipantEndReason

ParticipantEndReason is a three-digit code that shows the general call status. This code explains why the call ended and groups failures by category. For example, ParticipantEndReason 404 means that caller or callee wasn't found. ParticipantEndReason 500 means that a service error occurred.

This code is based on Session Initiation Protocol (SIP) response codes. For more information, see Wikipedia's list of SIP response codes.

ParticipantEndSubCode

ParticipantEndSubCode is a more specific response code that's usually six digits long. It explains in greater detail why there was a problem with the call.

A key factor in troubleshooting Azure Communication Services PSTN calls is determining whether the final SIP response code for the call came from a Microsoft process or the user's/operator's session border controller (SBC). An easy way to determine where the code originated is to look at the ParticipantEndSubCode response.

If the ParticipantEndSubCode value starts with 560, it indicates that the user's/operator's SBC generated the response code. In that case, you should check the SBC configuration.

For example, if the ParticipantEndSubCode value is 560403, it means that the SBC generated the final response code, and the code is 403. In that case, you should start troubleshooting the calls by using the SBC logs.

For ParticipantEndSubCode responses that don't start with 560, the Microsoft service generated the final response code.

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