HPBX
HPBX User Manual

HPBX User Manual

Simple guide for Group Admins and extension users to login, configure SIP phones, use the webphone, view CDR, and use the Fix Registration button safely.

Group Admin Login Open Webphone Print / Save PDF

1. Group Admin Login

Open the Group Admin portal:

https://thehpbx.com/group.html

Login using the Group Admin username and password provided by HPBX.

After login, Group Admins can manage extensions, SIP passwords, live status, CDR, and activity logs.

2. Extension Details

Each phone user receives SIP details like this:

Extension: 20001 SIP Username: 20001 SIP Password: provided in HPBX SIP Domain / Server: thehpbx.com Preferred Transport: TCP Preferred Port: 5060 ISP-block fallback: TLS, port 5061 SIP UDP: not supported

The extension number and SIP username are normally the same.

3. Using HPBX Webphone

Open:

https://thehpbx.com/webphone.html
  1. Enter Extension Username.
  2. Enter SIP Password.
  3. Click Login and open phone.
  4. Allow microphone permission when the browser asks.

When a call arrives, the webphone rings and shows Answer / Decline buttons.

The Webphone selects its WebSocket and TURN network path automatically. The user does not need to choose TCP, TLS, or UDP.

If audio is blocked, open browser site settings and set Microphone = Allow and Sound = Allow.

4. Using Linphone / Other SIP Apps

Linphone, X-Lite, PortSIP, MicroSIP, and Zoiper can be used with these settings:

Username: your extension number Password: your SIP password Domain: thehpbx.com Preferred Transport: TCP Preferred Port: 5060 If the ISP blocks SIP: TLS, port 5061 SIP UDP: do not use

If the app asks for SIP address, use:

sip:EXTENSION@thehpbx.com Example: sip:20001@thehpbx.com

Which connection should I choose?

  1. Start with TCP and port 5060.
  2. If the account cannot register on that Wi-Fi or mobile network, change only the transport to TLS and the port to 5061.
  3. Always use hostname thehpbx.com for TLS. Do not use the server IP or an old domain.
  4. Do not select SIP UDP. HPBX removes SIP UDP registrations for reliability.

Important: SIP UDP in a third-party softphone is different from TURN UDP used internally by HPBX Webphone. Webphone TURN fallback is automatic and its WebRTC audio is encrypted.

5. Very Important About Passwords

Do not generate a new SIP password unless you really want to change the user's phone password.

If you generate a new SIP password, the user must update the password inside their SIP app or webphone.

If the extension is registered but not receiving calls, use Fix Registration first. Do not change password daily.

6. Fix Registration Button

Use Fix Registration when the phone looks online but incoming calls are not reaching the extension properly.

Group Admin -> Overview / Live Status -> Fix Registration

This button refreshes stale SIP registrations for this account only so phones can register fresh again.

Use it if calls are ringing in the system but not landing on the extension, or if the extension shows online but new incoming calls are not ringing correctly.

Why this issue happens

  • Old or stale SIP registration/contact is still saved on server.
  • User logged in from too many softphones or devices.
  • SIP transport was set to UDP instead of TCP or TLS.
  • Internet changed and the phone stayed registered in a bad state.

What Fix Registration does

  • It clears stale SIP registration/contact so the phone can login fresh again.
  • It does not change the SIP password.
  • It works for this account only, not the whole system.
  • Live-call extensions are skipped automatically for safety.

What users must do after clicking it

  1. Logout from all softphone apps for that account.
  2. Close the app completely.
  3. Open the app again and login with the same extension username and SIP password.
  4. Use TCP, port 5060 normally.
  5. If the ISP blocks SIP, use TLS, port 5061.
  6. Do not select SIP UDP.

If transport stays on SIP UDP, HPBX will remove that registration. The phone may appear online briefly but incoming calls will not ring reliably.

7. Mobile Users

For mobile phones, allow the SIP app to run in background.

  • Disable battery optimization for the SIP app.
  • Allow background data.
  • Allow notifications.
  • Keep internet active.

HPBX Android App automatically tries TCP first and secure TLS if TCP registration is blocked. No manual transport selection is needed.

If the SIP app is closed or sleeping, incoming calls may not ring.

8. Call Records / CDR

Group Admin can view call records in the portal. CDR shows:

  • Date/time, caller, destination, answered by.
  • Duration, call status, and ended by.
  • Available recordings when enabled.

Common call results

  • ANSWERED: the call reached HPBX and a phone answered.
  • NO ANSWER: the call reached HPBX, but no phone answered before timeout.
  • ORIGINATOR CANCEL: the caller ended the call before it was answered.
  • USER NOT REGISTERED / SUBSCRIBER ABSENT: no usable phone registration was available.
  • USER UNAVAILABLE: the phone could not accept the delivery attempt.
  • RECOVERY ON TIMER EXPIRE: the SIP delivery attempt timed out.

If there is no matching CDR for the caller and time, the call probably did not reach this HPBX account or the wrong caller/time was searched.

9. Quick Troubleshooting

Login failed

Check username and password carefully.

Phone not registering

Confirm SIP password and domain thehpbx.com. Try TCP port 5060 first. If that network blocks SIP, try TLS port 5061. Do not use SIP UDP.

Incoming call not ringing

Check Live Status. If needed, click Fix Registration, then logout and login again with TCP 5060 or TLS 5061 selected.

Works on one network but not another

The ISP or router may be blocking normal SIP. Keep server thehpbx.com and change the softphone from TCP 5060 to TLS 5061. If the app is HPBX Android App or Webphone, reconnect it because fallback is automatic.

Webphone has no microphone

Allow microphone permission in browser settings.

10. HPBX Support Assistant

Open Group Admin -> HPBX Support for a read-only server check. The assistant can inspect this account's current:

  • Plan and account status. DID and trunk details remain restricted to HPBX Super Admin.
  • Extension registrations, transport, device count, and phone reachability.
  • Webphone sessions and recent HPBX Android App activity.
  • Live calls, recent CDR status, hangup cause, and recording availability.
  • Matching blocked caller numbers and recent registration activity.

The assistant is read-only. It does not reset passwords, flush registrations, change routing, restart services, or change billing.

What to include in your question

  • Extension number.
  • Caller phone number.
  • Approximate date and time in EST.
  • Which app was used and whether it was Wi-Fi or mobile data.
  • What happened, such as no ring, login failed, one-way audio, or call disconnected.
Example: Caller +1XXXXXXXXXX called extension 20001 around 3:15 PM EST. The phone showed registered but did not ring. Check the server and explain the safest fix.

If the server check cannot identify the cause, send the same information and a screenshot to HPBX support.

HPBX Team

HPBX - User Manual