If you can’t place outbound calls in Dialpad — calls fail immediately, show an error, don’t connect, or the other party can’t hear you — use this guide to narrow down the cause and fix it quickly.
This article covers common symptoms, quick checks, and deeper troubleshooting for the Dialpad desktop app, web app, mobile apps, and desk phones.
Who can use this
Some troubleshooting options require an Office Admin or Company Admin role.
Common outbound call symptoms
You may see one or more of these behaviors:
Tapping or selecting the call button does nothing, or the call ends immediately.
You see an error such as “Unable to place the call” in the Dialpad app.
The call appears to ring, but never connects, or is logged as Cancelled, even though the other party’s voicemail picked up.
Recipients don’t see your call at all, or they can’t hear you when they answer.
You hear a guidance message (for example, “Please upgrade to enable outgoing calls”), and the call never starts.
Only some destinations fail.
Use the sections below in order — start with quick checks, then move to platform-specific and network troubleshooting.
Run quick checks
Before changing settings:
Try another number. Call a different external number (for example, your own mobile or a colleague) to see if the problem is specific to one destination or all calls.
Try another Dialpad device. If you use both desktop and mobile, place the same call from the other device. If only one device fails, focus on troubleshooting there.
Confirm whether the issue happens:
On one device or all devices
On WiFi, wired Ethernet, and cellular data
Check your version. Make sure you’re on the latest Dialpad desktop or mobile app version. Outdated apps can cause call setup failures or odd behaviors.
Restart Dialpad and your device
Sign out of Dialpad, then sign back in.
Restart the Dialpad app, then your device (computer, phone, or desk phone).
If you’re on a managed network (office, VPN), confirm your firewall allows Dialpad traffic and SIP/VoIP traffic (see Network Setup Recommendations and How to troubleshoot the “Please check your internet connection” error).
If you’re at home, check the Home Network Troubleshooting Tips and run the network tests.
If outbound calls still fail after these steps, continue with the sections that match your setup.
Troubleshoot by platform
Desktop app (Windows and Mac)
If outbound calls don’t connect, drop immediately, or show an error:
Check for updates.
On the Dialpad desktop app, select the app window to bring it into focus.
Press Alt (Windows) or open the menu bar (Mac).
Go to File > Check for Update and install any available update.
Clear the cache and restart the app.
From the top menu, open Help.
Select Clear cache and restart app.
Restart your computer. If calls continue to drop immediately after starting, rebooting the device has resolved this behavior in some cases.
Try the web app.
Open the web app in Google Chrome.
Place the same outbound call.
If it works in the web app but not in the desktop app, collect recent call examples and reach out to Customer Care.
When contacting Customer Care, provide from and to numbers, date/time and time zone, and what happened during the call (for example, “immediately dropped,” “never connected,” or “recipient couldn’t hear me”).
Web app (Chrome)
If you’re using the web app and can’t place outbound calls:
Use Chrome and a supported OS. Dialpad’s web app is optimized for the latest version of Chrome.
Clear cache and cookies, then retry.
Try an incognito window. Open an incognito window in Chrome and sign in to the web app. If calls work there, an extension or cached data may be interfering.
Test another network. Switch from WiFi to a wired Ethernet connection if possible, or tether through your mobile hotspot to see if outbound calls succeed on a different network.
iOS and Android apps
If tapping the call button doesn’t start a call, you see “Unable to place the call,” or calls never connect:
Make sure the app is up to date.
Go to the App Store (iOS) or Google Play Store (Android).
Search for Dialpad and update to the latest version.
Restart the app and device.
Force close the Dialpad app.
Restart your phone or tablet.
Reopen Dialpad and place a test call.
Toggle between WiFi and mobile data. If you’re on WiFi, turn off WiFi and place the call over your mobile data network. If calls now work, your WiFi or router is likely blocking VoIP traffic (see the network section below).
Sign out and back in. Sometimes, the app can’t complete calls because of a stale or invalid session. Sign out of the Dialpad app, then sign back in and test again.
Send a debug log if the error persists. If you still can’t place outbound calls after updating and restarting:
In the Dialpad mobile app, open your profile.
Go to About.
Select Send debug log immediately after an attempted call that failed.
Note the approximate time of the error and share it with Customer Care.
Desk phones
If outbound calls from a desk phone ring repeatedly without connecting, or fail while other devices work:
Check Power and Network Cables. Ensure the phone is powered on, and the Ethernet cable is securely connected to both the phone and the network port/router.
Power cycle the phone.
Unplug the desk phone from power (and Ethernet, if it provides power).
Wait 1–2 minutes.
Plug it back in and let it fully boot, then place a test call.
Test another number. Try calling several different external numbers to see if the problem is isolated to a specific destination or carrier.
Check Dialpad Registration Status:
On the phone's display, look for the status. If it shows "Unregistered" or "Offline," it's not connecting to Dialpad.
In the Dialpad Admin Portal, navigate to the user's settings and verify the desk phone is assigned and appears active.
Firewall/NAT Issues:
Ensure the network firewall is not blocking necessary Dialpad ports (UDP 10000-60000, TCP 443).
Check for Symmetric NAT, which can cause one-way audio. Configure a less restrictive NAT type (e.g., Full Cone NAT) on the router if possible.
Provisioning: If it's a new phone or one that has undergone a factory reset, ensure it has been correctly provisioned according to Dialpad's instructions.
If you’re working remotely, also check Home Network Troubleshooting Tips and the VoIP‑specific guidance for desk phones in Network Recommendations.
If issues persist, collect examples (including numbers dialled, date/time, and what happened) and work with your network/IT team or Customer Care.
Check network and firewall settings
Many outbound call problems are caused by network configuration rather than the Dialpad app itself — especially for remote users on home WiFi and for offices with strict firewalls or SIP-ALG enabled.
Quick network tests
Try another connection type
If you’re on WiFi, try a wired Ethernet connection.
If you’re on office WiFi, try a different SSID or network, if available.
On mobile, toggle between WiFi and cellular data and test again.
If outbound calls work on a different network, your original network is likely blocking or degrading VoIP traffic.
Avoid VPNs for Dialpad traffic
Dialpad doesn’t support routing real‑time media through VPNs. If your company uses a VPN, route Dialpad traffic outside the tunnel (split tunnelling) whenever possible.Disable SIP ALG and VoIP‑blocking features
Some routers have SIP ALG or similar “VoIP helpers” that actually break SIP traffic and cause call failures. Disable SIP ALG and similar features in your router or firewall settings.Check firewall rules
On managed networks, confirm that the firewall and any security devices allow Dialpad’s FQDNs and ports for signalling and media. For full port and FQDN lists, see Network Setup RecommendationsRun network tests
Use the VoIP‑focused tests to measure latency, jitter, packet loss, and port availability.Home network improvements
For work‑from‑home users:Reboot the modem/router.
Move closer to the router or reduce obstructions.
Use wired Ethernet where possible.
Avoid congested guest networks.
See Home Network Troubleshooting Tips for more details.
Verify caller ID and line selection
Shared lines (Main Line, Departments, Contact Centers)
If an operator/agent can’t place a call from shared lines:
Check if they’re an operator. If not added, have the admin add the user as an operator and try again.
Check if they have a Dialpad Support or Dialpad sell license (Contact Center only). If using Dialpad Connect, have the admin upgrade an agent to a Dialpad Support/Sell license and try again.
Calling your own Dialpad or forwarding number
Dialpad intentionally prevents some “self‑call” scenarios, which can look like failed outbound calls:
Calling your own Dialpad number from the mobile app, which is logged into the same account, may fail or behave unexpectedly.
If you call a cell number that’s also set as your forwarding number, you may see errors like “Unable to place the call”, or the call may never connect properly.
In these cases, test by:
Calling a different external number.
Removing the conflicting forwarding number temporarily and retrying the call.
Check the dialled number and destination
If outbound calls fail only to specific numbers, focus on the destination.
If only one external number always fails:
Confirm you’re dialling the full number (including country and area code) in the correct format.
Call a different number on the same device and line — if that works, it’s specific to the destination.
Ask the callee to check with their carrier or PBX admin for traffic restrictions.
Gather call samples and contact Dialpad Customer Care.
Look for audio issues
Sometimes outbound calls connect, but there’s no audio (or one‑way audio). Common patterns include:
The recipient answers and hears silence; the caller sees the call as connected.
Only calls to certain numbers have audio issues; others are fine.
Audio troubles appear only on Bluetooth headsets, but not on the built‑in microphone/speakers.
Troubleshooting steps:
Change audio device. In the Dialpad desktop app, switch from your headset to the built‑in microphone and speakers, then place another outbound call.
Test the headset in another app. Try a call in another VoIP app to see if the issue is specific to Dialpad.
Use a USB dongle for Bluetooth. For some Bluetooth headsets, pairing via a dedicated USB dongle is more stable than using the computer’s built‑in Bluetooth.
Toggle AI Voice Isolation / Auto Volume. In the Dialpad app, temporarily turn off AI Voice Isolation and Auto Volume, then retest the call to rule out audio‑processing issues.
Check the network again. Packet loss or jitter can cause one‑way or choppy audio even when the call appears connected. Re‑run the network tests and check for degraded metrics.
Gather details for Customer Care
If outbound calls still fail after these steps, gather detailed examples before contacting Dialpad Customer Care. This dramatically speeds up the investigation.
Collect:
From number (Dialpad number or shared line).
To number (full E.164 format, including country code, if possible).
Date and time of the call, including time zone.
App and device
Desktop app (Mac/Windows), web app (Chrome), iOS app, Android app, desk phone.
App version or desk phone model, if known.
Network details
WiFi, wired Ethernet, or cellular data.
Home vs office vs VPN.
What happened
Any on‑screen error messages (screenshots help).
Whether the call ever rang, connected, or showed as Cancelled.
Whether the callee’s phone rang or reached voicemail.
Logs and tests
For mobile apps: send a debug log immediately after reproducing the issue.
Include results from the Dialpad network tests, if available.