---
title: "CT Cloud Voice - CT Cloud Communicator Connectivity Issues"
slug: "ct-cloud-voice-ct-cloud-communicator-connectivity-issues"
tags: ["calltower", "public"]
updated: 2026-09-18T16:38:34Z
published: 2026-09-18T16:38:34Z
canonical: "learn.calltower.com/ct-cloud-voice-ct-cloud-communicator-connectivity-issues"
---

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

# CT Cloud Voice - CT Cloud Communicator Connectivity Issues

## GOAL:

To help assist CallTower Technicians and customers troubleshoot potential CT Cloud Communicator connectivity issues.

## CASE DISPOSITION:

Internal field for support to use to verify related tickets are dispositioned correctly. Formatted conditionally in article for Community and Pro Members. Should include the following:

- Case Record Type: Support Standard
- Department: Support
- Type: Problem
- Product: Metaswitch
- SubProduct: Software/Client
- Issue: Desktop or Mobile Client
- Sub Issue: Credentials/Sign-In or Installation/Launching
- Other Issue: N/A
- Priority: Depends on how many clients are affected.
- Severity: Depends on if the service is hard down or Intermittent.
- Urgency: Depends on how many users are affected.

## STEPS:

Connectivity issues can be network issues, carrier issues, or sign in issues.

This could be a network issue; for example, something is blocking the call via a firewall or router which prevents calls from being routed. This could also be a carrier issue. You can look the call up in SAS to rule out carrier being an issue.

If you are not able to see the call, the issue is the call isn’t hitting our network. Have customer check the following settings on their firewall:

**SIP Protocol for Desktop phone: UDP**

**SIP PORT for desktop phone: 15060**

**DTMF: RFC2833**

**Ports for RTP (audio): UDP 16384 thru 65535**

**SIP Protocol for CT Cloud Communicator desktop: UDP**

**SIP PORT for CT Cloud Communicator desktop: 5100**

**DTMF: RFC2833**

**Ports for RTP (audio): UDP 16384 thru 65535**

**SIP Protocol for CT Cloud Communicator mobile: TCP**

**SIP PORT for CT Cloud Communicator mobile: 443**

**DTMF: RFC2833**

**Ports for RTP (audio): TCP 16384 thru 65535**

**FIREWALL ADJUSTMENTS FOR ALLOWED IP ADDRESSES (if necessary for your infrastructure):**

**205.196.170.145 (phone traffic)**

**205.196.171.145 (phone traffic)**

**205.196.171.183 (IM/SMS if using chat or SMS via CT Cloud Communicator)**

**205.196.171.184 (IM/SMS if using chat or SMS via CT Cloud Communicator)**

**Again these issues will have to be checked in SAS and be treated like a normal call to determine the issue.**

For sign in issues, in most cases, these result in credentials being entered in wrong; however, if the customer is using WiFi and is on a mobile device, have them log out and try again using their carrier data. For desktop issues, it is more likely to be credentials being wrong.

1. Restart CT Cloud Communicator (in some cases you will need to uninstall and reinstall CT Cloud Communicator)
2. Verify Credentials and Reset password

## COMMON ISSUES/RELATED ARTICLES:

[CT Cloud - Accession: Downloading Accession](/v1/docs/ct-cloud-voice-user-download-desktop-mobile-ct-cloud-communicator) [CT Cloud - Accession: How to Sign In](/v1/docs/ct-cloud-voice-user-sign-into-desktop-communicator)

## SMART & INQUISITIVE:

The cause of Accession Connectivity issues can be Network issues, Data, bandwidth, PC issues, password issues, etc.

A telecommunications platform that provides hosted PBX services, enabling voice and data communication over IP networks.

Session Initiation Protocol, is the technology that starts, manages, and ends internet-based phone calls and video meetings between people and devices.