1. Configuring SIP software for Agents
After you've bought a SIP-enabled phone number, each of your agents need to set up their SIP software clients to be able to make and receive calls.
The SIP clients we've tested are:
Before configuring the software, each agent will need to get their SIP credentials.
Agents can access this information by clicking their names on the top right corner and selecting “Settings” from the dropdown menu:
In case they don't have these permissions, these will need to be provided by an account Admin by accessing the Agents tab and selecting each agent's name:
Once in the Agent's settings, click the 'Request SIP Credentials' button to receive an email with a link to the SIP credentials:
Preferencesyou need to press the
+button and select the
New SIP Accounttype. The configuration for the Account can be:
Account namecan be anything you like
- Make sure only the "Call" under the
Use forsetting is ticked
Under the "General" tab you should use:
User IDis the first part of the
Passwordshould be the password found in the Agent Settings.
- Make sure
Register with domain and receive callsis checked
- You should remove the tick for the
Check for voicemailoption
All other tabs can be left as-is. Just press
OK to conclude the SIP account configuration.
Once the SIP software has been configured with the Agent's SIP endpoint they can now receive calls.
To do so, the Agent needs to have the SIP software opened and be logged in to their Talkdesk Account with their status set to "Available."
When an incoming call comes through, Talkdesk will notify the Agent that they have to answer the call on their SIP phone, and their SIP hardware or software phone should start ringing at the same time.
Outbound calls using SIP need to be initiated directly from your SIP phone.
It is not yet possible to make outbound calls from a SIP phone directly from Talkdesk. This means agents can’t initiate the call in the browser and have the SIP device make that call since the
call button that appears in the contact list will not work.
All outbound calls need to be dialed from the SIP device.
Once connected agents can then control the call from the Talkdesk Keypad in the browser to mute, put it on hold, transfer, or add a guest.
Calls must also be disconnected on the SIP device.
Note: Some limitations apply when using SIP phones with Talkdesk.