📄 Vertex Not Showing Caller ID
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Vertex Not Showing Caller ID

Symptoms

Vertex LEDs are solid amber but no caller ID data appears in POS when calls come in.

Troubleshooting Steps

  1. Verify all 3 amber LEDs solid on Vertex
  2. Confirm VoIP uses unencrypted SIP (port 5060) — Vertex cannot read TLS/SRTP (port 5061)
  3. Check port mirroring on network switch if applicable
  4. Verify Vertex routing table points to correct POS IP and port
  5. Use VCT to view real-time data — if data shows in VCT but not POS, the issue is POS configuration
  6. Try connecting a laptop directly to the Management port and running a packet capture

Common Causes

  • Encrypted SIP (most common) — need ATA or EdgeMarc SBC
  • Wrong routing table destination in Vertex
  • Firewall blocking UDP 3520 between Vertex and POS
  • Energy Efficient Ethernet (EEE) enabled on switch — disable it