Help Center

Overview

Integrate your physical VoIP deskphone directly with your CRM to manage calls using your preferred hardware. This integration provides seamless inbound and outbound calling, call recording, transcription, and real-time CRM updates, all while using your deskphone.

Required Permissions

Only users with specific permissions can set up VoIP deskphones.

Agency Administrators: Can provision devices across all locations.
Sub-Account Administrators: Can provision devices only within their own location.
Other Users: Have read-only access and will see a prompt to request configuration from an administrator.

Technical Requirements and Hardware Recommendations

Network and Protocol Requirements

SIP protocol over UDP, TCP, or TLS.
Open outbound ports 5060/5061 for SIP signaling.
Open UDP ports 10000-20000 for RTP audio traffic.
Power over Ethernet (PoE) switch or external power adapter.

Recommended Deskphone Features

When selecting a deskphone, look for:

"SIP" and "PoE" support listed in the specifications.
At least two programmable line keys.
Avoid carrier-locked or proprietary-provisioning devices.

Popular compatible models include Yealink T54W/T58W, Poly VVX 450, Grandstream GXP 2170, Snom D785, and Cisco 7841.

Connecting a VoIP Deskphone

Step 1: Access the Setup Wizard

Navigate to Settings > Phone Numbers > Advanced Settings > VoIP Deskphone (SIP) and click Get Started.

Step 2: Configure the SIP Server

Confirm or edit your SIP domain. A suggested domain based on your location name will appear. You can modify this once before saving the configuration.

Step 3: Create a SIP User

Choose an extension (which can be a number or text) and create a strong password. Securely record these details.

Step 4: Assign the Deskphone to a User

Select a user from the Assign to User dropdown to link the deskphone. Then, configure that user's call settings to use the deskphone. Go to Settings > My Staff, select the user, click Edit, and navigate to Call & Voicemail Settings.

Enable Deskphone for Forward Calls to to receive your calls on the deskphone.
If the user is part of a Ring multiple group, enable Deskphone under Ring all to have those calls ring the deskphone.
Set the Default channel for IVR to Deskphone to route IVR calls to the handset.

Step 5: Configure the Physical Deskphone

Enter the SIP Domain, Username (extension), and Password into the appropriate Registrar, Server, or Proxy fields on your physical deskphone. The exact field names vary by manufacturer.

Step 6: Test the Connection (Optional)

Navigate to VoIP Deskphone (SIP) > Test Calls > Simulate Calls.

Outbound Test: Dial the number provided. A successful test will play "This is a test call" three times.
Inbound Test: Click Inbound Test Call; your deskphone should ring.

If a test fails, contact customer support with any error codes displayed.

Managing Deskphones

Resetting a SIP User Password

Go to Settings > Phone Numbers > Advanced Settings > VoIP Deskphone (SIP) > Manage Devices tab. Click the pencil icon for the desired device and reset the password.

Deleting a Device

Go to Settings > Phone Numbers > Advanced Settings > VoIP Deskphone (SIP) > Manage Devices tab. Click the trash can icon for the device you wish to remove. Warning: This will immediately unregister the handset.

Deskphone Call Transfers

Direct Extension Dialing

You can call any teammate with a configured deskphone by dialing their extension number directly from your deskphone.

IVR Call Transfer

During an active IVR call on your deskphone, you can initiate a transfer, dial your teammate's extension, and the call will be routed to their deskphone. Only blind transfers are currently supported.

Troubleshooting Common Issues

Error 401/403: Incorrect username or password. Re-enter credentials, ensuring correct case sensitivity.
No Audio: Firewall may be blocking RTP ports. Ensure UDP ports 10000-20000 are open and disable SIP ALG.
Phone Rings But Won't Answer: NAT or SIP ALG interference. Disable SIP ALG on your router.
Cannot Save SIP Domain: The domain name is already in use. Edit the domain or accept the suggested alternative.

If problems persist, contact support with your SIP Domain and handset model.

Frequently Asked Questions

Which VoIP deskphones are compatible?

Most open-SIP standard models are compatible. Refer to the recommended list in this article.

Are calls recorded and transcribed?

Yes. When call recording is enabled, all calls are automatically recorded and transcribed.

Use the blind transfer function available on your deskphone's user interface during a call.

Is there an extra charge for using deskphones?

No. Deskphone calls use the same per-minute rates as web and mobile calls. There is no additional fee for deskphone call transfers.

Connecting Physical VoIP Deskphones to Your CRM