Troubleshooting | Unable to make VoIP phone calls using Core 500i

Learn how to troubleshoot and resolve issues preventing you from making VoIP phone calls using Core 500i.

Updated at June 8th, 2023

Your engagement helps us create the content you need. Click here to review this article.

Table of Contents

Affected Products

Hardware Model/Series Core 500i
Software QDS


Unable to make VoIP phone calls using Core 500i.


If the Softphone configuration in CUCM is incorrect, the system might not be able to make outgoing phone calls, though incoming calls may still come through.

Solution | Workaround

  1. Open the Cisco CUCM Administration app.
  2. Go to Phone Configuration.
  3. Under Phone Type these values should be set:
  4. Product type: Third-party SIP Device (Basic)

Phone configuration in CUCM Administration.

If outgoing calls can be made in another conference room, check this room's configuration against the other one.
After completing the configuration, reboot the core processor.