# SIP Intercom Appears Registered But Is Not Available in CoCoS

## Symptoms

Your intercom looks like it’s working and says it’s **registered**, but in CoCoS it still shows as **error**, **disconnected**, or **no status**.

#### Related symptoms

- You try to call the intercom, but the call fails.
- Calls to the intercom fail for the following reason: *"Could not initiate call from 'A' to 'B' because extension 'B' is not available for calls."*.
- The intercom gives an error in CoCoS, even though it *(the intercom itself)* says it’s registered.

#### Details

This issue occurs when the **SIP transport protocol** configured on the intercom does not match the one expected by CoCoS. The intercom may still display "Registered", especially when using a different transport like **UDP**, **TCP**, or **TLS**, but it will **not function correctly**.

#### Log output (in Call History)

```
Could not initiate call from '1000' to '1001' because extension '1001' is not available for calls.

How to fix/prevent it: Check if device 'Nevenpost 2' is turned on, has a network connection, and is correctly configured to connect with the PBX device 'Asterisk'.

Extension '1001' linked to CoCoS device 'Nevenpost 2' is not available, so could not be called / initate a call.
```

## Cause

Sometimes the intercom **thinks** it’s connected, but it actually isn’t talking to CoCoS the right way.  
This usually happens when a setting called the **Transport Protocol** is not set correctly.

This setting controls **how** the intercom connects to CoCoS (like speaking different languages — the intercom and CoCoS need to speak the same one).

Even though the intercom says "Registered", CoCoS doesn't actually recognize it unless this setting matches.

## Solution / Resolution / How To

#### For Commend Symponey devices (like: ID5, OD1, etc.)

<table border="1" id="bkmrk-open-the-webinterfac" style="border-collapse: collapse; width: 100%; height: 785.284px;"><colgroup><col style="width: 50.0433%;"></col><col style="width: 50.0433%;"></col></colgroup><tbody><tr style="height: 364.818px;"><td style="height: 364.818px;">**Open the webinterface of the intercom, and login.**

This is the control panel where you can change settings.

</td><td style="height: 364.818px;">[![6ys2nOLoCsljAF2v-image.png](https://knowledgebase.cocos.software/uploads/images/gallery/2025-07/scaled-1680-/92ADN7qttxcsrHnj-6ys2nolocsljaf2v-image.png)](https://knowledgebase.cocos.software/uploads/images/gallery/2025-07/92ADN7qttxcsrHnj-6ys2nolocsljaf2v-image.png)

  
*default user credentials:*

user: admin  
pwd: commend

</td></tr><tr style="height: 29.5227px;"><td style="height: 29.5227px;">**Click on **SIP** in the menu, then go to **SIP Settings**.**

</td><td style="height: 29.5227px;"></td></tr><tr style="height: 294.239px;"><td style="height: 294.239px;">**Look for a setting called Transport Protocol.**

Check what it’s set to (like **UDP**, **TCP**, or **TLS**).   
Now check in CoCoS what it should be.

<p class="callout warning">They must match exactly.</p>

</td><td style="height: 294.239px;">[![image.png](https://knowledgebase.cocos.software/uploads/images/gallery/2025-08/scaled-1680-/oZZ0g3JigZEtXoht-image.png)](https://knowledgebase.cocos.software/uploads/images/gallery/2025-08/oZZ0g3JigZEtXoht-image.png)

</td></tr><tr><td>**If the setting is wrong, change it to match what CoCoS is using.**

</td><td></td></tr><tr style="height: 96.7045px;"><td style="height: 96.7045px;">**Save Settings**

After making changes, ensure to **click "Save"** to apply the new settings.

</td><td style="height: 96.7045px;"></td></tr><tr><td>**After saving, go back to CoCoS and check if the intercom now shows as **available**.**

</td><td></td></tr></tbody></table>

## Still Not Working?

If it still doesn’t work, it could be another setting (like the system time or a secure connection setting).

Try this next:

- [Troubleshooting TLS Transport Registration Issues in Intercom](https://knowledgebase.cocos.software/books/cocos/page/troubleshooting-tls-transport-registration-issues-in-intercom)

## References

- [Troubleshooting TLS Transport Registration Issues in Intercom](https://knowledgebase.cocos.software/books/cocos/page/troubleshooting-tls-transport-registration-issues-in-intercom)