VoIP Deskphones in your account

What is the VoIP Deskphone Integration?

This feature empowers users to connect their physical VoIP deskphones directly to the platform. It provides a stable link between your CRM and your phone system, ensuring that all call activities, from making outbound calls to receiving inbound calls, are managed inside the platform. By leveraging this integration, you can enhance call-handling capabilities and maintain a consistent connection to your customer data.

Who Can Set Up VoIP Deskphones?

• Account admins – full provisioning rights in every location

• Your account admins – can provision devices only inside their own location

• Other users – read-only; they’ll see a tooltip prompting them to “Ask an admin to configure this.”

Requirements & Recommended Deskphones

• Network & protocol prerequisites

  • SIP over UDP, TCP, or TLS

  • Open outbound ports 5060/5061 for SIP signalling

  • Open UDP 10000-20000 for RTP audio

  • PoE switch or external power adaptor

• What to look for when buying hardware

  • “SIP” and “PoE” on the spec-sheet

  • At least two programmable line keys

  • Avoid carrier-locked or proprietary-provisioning devices

• Popular models

  • Yealink T54W / T58W

  • Poly VVX 450

  • Grandstream GXP 2170

  • Snom D785

  • Cisco 7841

Key Benefits of Integrating VoIP Deskphones to the platform

• Immediate CRM connection for all call activities

• Improves overall communication flow between team members and clients by simplifying inbound and call management

• Ability to perform blind transfers to team members effortlessly

• Built-in call recording and transcription for improved accountability and monitoring of call logs and customer interactions

• Ensures that your deskphone is always connected to your CRM

Advanced Call Handling

This section highlights the enhanced call-management features available once you enable the integration. It details functionalities such as making outbound and inbound calls and performing blind transfers to your team members, streamlining your call operations and boosting productivity.

• Seamless outbound and inbound calling directly from your deskphone

• Effortless blind transfer capabilities to assign calls to team members

• Efficient communication workflows and quicker call resolutions

Call Recording and Transcription

Call recording and transcription capabilities are fundamental components of this feature. Every call can be recorded and transcribed to maintain a detailed record of communications, which is useful for quality assurance and training.

• Automatically records call conversations for future reference

• Transcribes calls to offer searchable text records, enhancing follow-up activities

• Enables compliance monitoring and improves internal accountability

How To Connect VoIP Deskphones to the platform

Step 1: Navigate to the Wizard Log in and go to Your Account Settings → Phone Numbers → Advanced Settings → VoIP Deskphone (SIP) → Get Started.

Step 2: Confirm or Edit Your SIP Domain A suggested domain such as <LocationName>.sip.ashburn.twilio.com appears. You can change it once before saving.

Step 3: Create your Extension / Username & Password Choose an extension (number or text) plus a strong password and save them somewhere safe.

Step 4: Link the Deskphone to a platform User Each VoIP deskphone needs to be connected to a user in your account.

Step 5: Configure the Physical Phone Enter the SIP Domain, Username, and Password into the phone’s Registrar / Server / Proxy fields.

Step 6: Run the Built-In Test Calls (Optional)

• Outbound test – Dial the displayed number; you should hear “This is a test call” three times if successful.

• Inbound test – Click Inbound Test Call; the deskphone should ring.

Need Help? If a test fails, reach out to customer support with the error codes from the failed test call.

Reset Device Password Navigate to the Manage Devices tab in your VoIP settings and select the pencil icon for the device that you want to reset the password for.

Delete a Device Navigate to the Manage Devices tab in your VoIP settings and select the trash can icon to delete a device. WARNING: This action will immediately unregister the handset.

Troubleshooting Information

Symptom	Likely Cause	Fix
401 / 403 Unauthorized	Wrong username or password (case-sensitive)	Re-enter credentials
No audio	Firewall blocking RTP (UDP 10000-20000)	Open ports / disable SIP ALG
Phone rings but won’t answer	NAT / SIP ALG interfering with RTP	Disable SIP ALG on router
Can’t save SIP domain	Name already taken	Edit the domain or accept the suggested increment
Still stuck?	–	Click Contact Support with your SIP Domain & handset model

Frequently Asked Questions

Q: Which VoIP deskphones are compatible? Most open-SIP models—see the recommended list above.

Q: Can I record and transcribe every call? Yes. Once enabled, all calls are automatically recorded and transcribed.

Q: How do I perform a blind transfer during a call? Use the Blind Transfer option on your deskphone UI.

Q: Is there an extra charge for using deskphones? No. Deskphone calls share the same per-minute rates as web/mobile calls.

Q: Can two deskphones point at the same platform user? No, you can only connect a single user to each VoIP deskphone.

Q: Do you support SIP Trunking? No, we do not support SIP Trunking as of now. So you cannot connect your existing PBX/Asterix to the platform as of now.