Calls to an extension go directly to voicemail or get unavailable message

If calls to a particular extension go directly to voicemail or gives some indication that extension is not available it is usually a problem on the SIP device end. It could be a problem with the NAT router/firewall or the SIP device itself.

You can view SIP device status from asterisk command line.

# asterisk -vvvr

> sip show peers

or if pjsip

> pjsip show endpoints

If using Freepbx GUI you can also go to

 Reports > Asterisk info > Peers

To determine if it is a problem with the SIP device you can try use a free softphone such as Xlite, Zoiper, PhonerLite etc. to see if the behavior is duplicated.

For NAT routers/firewalls check if they have a SIP ALG feature. If enabled try disable and if disabled try enable. Also any settings for gaming or other port forwarding should be disabled to see if that makes a difference.

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