> ## Documentation Index
> Fetch the complete documentation index at: https://docs.klariqo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Voice AI connection troubleshooting

> Confirm Klariqo's voice AI is registered on your VICIdial and fix common SIP connection issues: registration failures, one-way audio, and codec mismatches.

After you connect VICIdial for voice AI, Klariqo registers as a SIP peer on your system. This page helps you confirm it is working and resolve the common issues.

<Note>
  This page is for the voice AI setup ([Connect VICIdial for voice AI](/dialer-integrations/connect-vicidial-voice)). If you connected for compliance and QA only, there is no SIP peer to register. Use the **Test connection** button in your dashboard instead.
</Note>

## Confirm Klariqo is registered

On your VICIdial server, run:

```text theme={null}
asterisk -rx "sip show peers" | grep klariqo
```

You want to see the `klariqo-ai` peer with status `OK`. If it shows `UNKNOWN` or `UNREACHABLE`, Klariqo has not registered yet. Re-check the IP whitelist and that SIP was reloaded, then contact Klariqo.

## "Extension unavailable" or "Agent not available"

Work through these in order:

* **Is the Klariqo IP whitelisted?** Confirm `35.232.23.234` is allowed on both the server firewall and the cloud-provider firewall.
* **Was SIP reloaded?** Run `asterisk -rx "sip reload"`.
* **Is the extension registered?** Run `asterisk -rx "sip show peers"` and look for `klariqo-ai`.
* **Are Klariqo's packets arriving at all?** Run `tcpdump -ni any port 5060` while Klariqo tries to connect. Zero packets means a firewall, usually the cloud layer, is dropping them upstream. This is the most decisive test when everything looks right but registration keeps failing.

## No audio or one-way audio

* **Is the RTP port range open?** Open UDP ports `16384` to `32768` to the Klariqo IP.
* **Is NAT configured?** Your Asterisk should have its external address set to the server's public IP.

## Wrong AI script, or transfer goes to the wrong place

Contact Klariqo with your extension name or your transfer extension number, and we will check the configuration linked to it.

## Verify the transfer dialplan

If you set up transfers, confirm the entry exists (replace `9999` with the extension you used):

```text theme={null}
asterisk -rx "dialplan show 9999@default"
```

If nothing shows, the Carriers entry was not saved. Re-open the carrier in VICIdial Admin and confirm the Dialplan Entry field is filled in. The default context is `[default]`. If your install puts it elsewhere, swap the context name in the command.

## What to send Klariqo if you are stuck

* A screenshot of your phone extension settings.
* A screenshot of your remote agent settings.
* The exact error or behavior you see.
* The time of the test call, including your timezone.
* Whether you heard ringing, the AI voice, silence, or an unavailable message.