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Dokument informacyjny #28

Cannot make outgoing calls

You can't make outgoing calls? The phone does not work or the phone number is not registered? ✔ Here's what to do.

Outgoing calls cannot be made over the internet with one or more phones connected to the FRITZ!Box. It is also possible that only certain phone numbers cannot be called. The problem either occurs sporadically or all the time. When it occurs, the phone number may not be registered and one of the following error messages or another message regarding the phone number may be displayed on the 'Overview' page or in the event log of the FRITZ!Box:

  • '[number] phone numbers active, none of these registered'
  • 'Registration of internet phone number [number] failed. Reason for error: DNS error'
  • 'Registration of internet phone number [number] failed. Reason for error: Remote site not responding. Timeout.'
  • 'Registration of internet phone number [number] failed. Remote site reports reason for error: [40x, 50x, 500, 503]'
  • 'Internet telephony registration failed [number] Reason for error: [401, 402, 403]'
  • 'Internet telephony with [Number] failed. Reason for error: [404, 405, 406, 407, 408, 50x]'
  • 'Internet telephony with [number] via [registrar] failed. Reason for error: Not Acceptable Here (488)'
  • 'Internet telephony with [number] via [registrar] failed. Reason for error: Timeout: The call was not accepted. [Message]'
  • 'Internet (telephony) connection cleared.'

Simply proceed as described below. After each measure, check whether the problem is solved.

Note:All instructions on configuration and settings given in this guide refer to the latest FRITZ!OS for the FRITZ!Box.

1 Installing the latest FRITZ!OS

  1. Install the latest FRITZ!OS on the FRITZ!Box.

2 Configuring a Telekom internet phone number behind a Speedport Hybrid

The following step is only necessary if you are using the FRITZ!Box behind a Speedport Hybrid and your internet phone numbers from Deutsche Telekom are no longer registered since updating FRITZ!OS:

  1. Follow the steps in the guide 'Telekom internet phone number behind a Speedport Hybrid are not registered'.

3 Entering your location information

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Telephone Numbers' in the 'Telephony' menu.
  3. Click on the 'Line Settings' tab.
  4. Select your country from the drop-down list under 'Location Information'. If your country is not listed, select 'Other country'.
  5. For the 'Country code', enter the leading zeros in the first field and the country code in the second field (for example, enter '00' and '49' for Germany, see fig.).
  6. For the 'Area code', enter the leading zero in the first field and the area code in the second field (for example '0' and '30' for Berlin, see fig.).

    Fig.: Entering the country code and area code (e.g. for Germany and Berlin)

  7. Click on 'Apply' to save the settings and on the FRITZ!Box, confirm that the procedure may be executed, if you are asked to do so.

4 Restarting the FRITZ!Box

  1. Click on 'System' in the FRITZ!Box user interface.
  2. Click on 'Backup' in the 'System' menu.
  3. Click on the 'Restart' tab.
  4. Click on the 'Restart' button.

5 Enabling calls to international and premium numbers

IP phones (for example FRITZ!App Fon) and phones connected to a Mesh Repeater can only be used to make national calls and calls to emergency numbers. You can disable this security feature:

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Telephone Numbers' in the 'Telephony' menu.
  3. Click on the 'Line Settings' tab.
  4. Click on 'Change selection' in the 'Security' section.
  5. Uncheck the boxes for all of the IP phones that are allowed to dial international and premium numbers.
  6. Click on 'OK' to save the settings and on the FRITZ!Box, confirm that the procedure may be executed, if you are asked to do so.

6 Deleting call blocks

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Call Handling' in the 'Telephony' menu.
  3. Delete call blocks for outgoing calls to individual numbers or ranges of numbers that you want to call.

7 Deleting carrier prefixes (provider prefixes)

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Call Handling' in the 'Telephony' menu.
  3. Click on the 'Provider Prefixes' ('Carrier Prefixes') tab.
  4. Delete all entries under 'Global Provider Prefix' ('Global Carrier Prefix') and 'Additional Provider Prefixes' ('Additional Carrier Prefixes').
  5. Click on 'Apply' to save the settings.

8 Reconfiguring phone numbers

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Telephone Numbers' in the 'Telephony' menu.
  3. Click on the (Delete) button for the phone number.
  4. Reconfigure the phone number and select your internet telephony provider during setup.
  5. If you are unable to register the phone number after setup, contact your provider to have them check your phone number and login information.

9 The provider rejects the call attempt

This section only applies if the message 'Internet telephony [...] failed. Reason for error: Not Acceptable Here (488)' is displayed under 'System > Event Log' in the FRITZ!Box user interface when the error occurs. This message from your provider means that they do not make a requested function available for your line. This could be caused by the following reasons, for example:

  • The provider does not support calls to the destination phone number, for example calls to premium numbers.
  • The provider does not allow you to make more than one call at a time.
  • The provider does not support the requested codec.

Therefore, a solution on the part of the FRITZ!Box is not possible.

10 Setting up the FRITZ!Box to conduct calls over another router

The following steps are only necessary if the FRITZ!Box does not establish its own connection to the internet, but uses the internet connection of another router instead:

  1. Set up the FRITZ!Box to make phone calls over the other router.

11 Connecting and configuring an analogue phone

The following steps are only necessary if the phone is connected to the analogue extension 'FON':

Setting your analogue phone to tone dialling

  1. Set your device to 'tone dialling' (DTMF) and not 'pulse dialling'. Pulse dialling is no longer state of the art and can lead to dialling problems on a phone system. We therefore cannot guarantee that devices with pulse dialling will operate correctly with the FRITZ!Box. With tone dialling, you hear a tone when you press a number key; with pulse dialling, you hear clicking sounds. Refer to the manufacturer of the device for information on how to set it up, for example consult the manual.

Only one FON socket can be used

The 'FON' socket has two options for connecting devices: An RJ11 socket and a TAE socket. You can only use one connection option at a time:

Example:
If you connected a phone to the RJ11 socket, you cannot connect a device (for example a fax machine, answering machine) to the TAE socket.

  1. If you connected devices to both of the sockets for the same extension, disconnect one of the devices from the FRITZ!Box.

12 Defining phone numbers for FRITZ!App Fon

  1. Start FRITZ!App Fon.
  2. Tap the gear symbol (Android) or the three-dot menu (iOS) on the top right and then tap 'Settings'.
  3. If you are using FRITZ!App Fon in iOS, tap on 'Telephone Numbers'.
  4. If you are using FRITZ!App Fon in Android and use the app with several FRITZ!Boxes, first tap the gear icon next to the desired FRITZ!Box.
  5. Under 'Outgoing calls', select the number to be used by FRITZ!App Fon for making calls.
  6. Under 'Incoming Calls', specify which phone numbers FRITZ!App Fon should react to when you receive calls.

13 Reconfiguring your phone

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Telephony Devices' in the 'Telephony' menu.
  3. Delete the phone that you cannot make calls with. To do so, click on the corresponding (Delete) button.
  4. Use the wizard to reconfigure the phone: To do so, click on the 'Configure New Device' button and follow the instructions.

    Important:Do not use the wizard configure FRITZ!App Fon. FRITZ!App Fon is automatically set up again if you delete the app from your smartphone and reinstall it.

14 Disabling HD telephony

The following steps are only necessary if the problem occurs with a cordless phone:

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Telephony Devices' in the 'Telephony' menu.
  3. Click on the (Edit) button for the respective phone.
  4. Click on the 'Telephony Device Features' tab.
  5. Click on 'Advanced Settings' to display all of the settings.
  6. Select the 'HD disabled' option from the drop-down list in the 'HD Telephony' section.
  7. Click on 'Apply' to save the settings.

The FRITZ!Box is now fully configured for making calls over the internet. If you still have problems, your internet telephony provider may be experiencing technical difficulties.



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