Fix ViciDial Phone Login Not Active Error

This ViciDial error appears when an agent tries to log in with a phone extension that the system does
not consider valid right now — even though the extension exists. It almost always traces back to one of
three things: the phone record is marked inactive, the SIP credentials in phones don’t match
sip.conf/pjsip, or the extension is still tied up by a stale session from a previous crash.

This guide walks through diagnosing and fixing each cause in order, from fastest to check first.

Step 1: Reproduce and Read the Exact Extension in the Error

Note the phone/extension number shown in the error (e.g. 8600051). ViciDial shows this error at the agent login screen before any call routing happens — it’s a pre-check against the phones table, not a live SIP registration failure.

ViciDial phone login not active error and phones table check — Reproducing the login error

Step 2: Check the Active Flag in the Phones Table

Log into the ViciDial database (mysql -u cron -p asterisk) and query SELECT phone_login, active FROM phones WHERE phone_login='EXTENSION';. If active shows N, that’s the whole problem — ViciDial refuses login for inactive phone records regardless of correct SIP credentials.

Query phones table for active flag N in ViciDial database — Checking the active flag

Step 3: Flip Active to Y in the Admin Panel

In the ViciDial admin, go to Admin → Phones, search the phone_login, and set Active to Y. Save. This is safer than editing the database directly since the admin UI also revalidates related fields like server IP and protocol.

ViciDial admin panel set phone Active to Y — Activating the phone record

Step 4: Verify SIP Registration Matches

If Active was already Y, compare the SIP password in the phone record against sip.conf (or pjsip config) for that extension. Run asterisk -rx "sip show peer EXTENSION" — if status is UNREACHABLE, the phone/softphone itself isn’t registered, which can also surface as this login error on some ViciDial versions.

Verify Asterisk SIP peer status matches phone record — Verifying SIP registration

Step 5: Clear a Stale Session and Retry

If the phone crashed mid-call previously, its session flag in phones can get stuck. Clear it with UPDATE phones SET status='' WHERE phone_login='EXTENSION';, then reload SIP (asterisk -rx "sip reload") and have the agent log in again.

Clear stale ViciDial phone session status field — Clearing a stale session

Quick checklist

Phone record active = Y in the phones table
SIP/pjsip password matches between phones and the dialplan config
Extension shows OK, not UNREACHABLE, in sip show peer
status field cleared if the phone crashed mid-session previously

Fix “Sorry, Your Phone Login and Password Are Not Active” Error in ViciDial