Buyer Does Not Receive the Call

First Check the Buyer's Number Format

Buyer phone numbers must be E.164 (+15555551234). A buyer record with a domestic-format number will fail to dial and the call router will skip it. Confirm the buyer's number on the buyer edit screen.

SIP Routing Through External Platform

Many buyers receive calls over SIP rather than the public telephone network. TrackDrive models this through the external platform record attached to the buyer. When the buyer has an external platform with SIP endpoint enabled is true, the dialer constructs an INVITE to the platform's sip_endpoint, substituting the buyer's number into the [number_to_dial] placeholder.

The SIP endpoint must:

• Begin with sip:
• Contain the literal string [number_to_dial]
• Contain an @<domain> portion

Endpoints failing this validation are rejected at save time, so a misconfigured platform will not silently swallow calls; it will refuse to save.

sip.trackdrive.com (Inbound to TrackDrive)

For partners that originate calls into TrackDrive over SIP, sip.trackdrive.com is the open SIP endpoint. It accepts INVITEs without credentials or whitelisting, but only answers when the requested DID is a number TrackDrive owns for an active company. Calls to unknown numbers are rejected at the SIP layer.

When Nothing Else Works

If the buyer is configured correctly, the number is in E.164 format, and the external platform endpoint is valid, check the call's recording and event log on the call detail screen. The call router records every buyer it attempted, the dial result for each, and the reason a buyer was skipped (caps reached, schedule mismatch, hold queue timeout). The skip reason almost always identifies the configuration that needs to change.