Note: Talkdesk can only provide best efforts support and is not responsible for configuring your specific SIP devices (since there are so many permutations). However, if you need a more detailed SIP setup, we will be happy to assist and provide all required information to your network team, but are unable to configure or provide details that are specific to your network. Should you need to configure a firewall, please use our networking details for SIP clients.
SIP will need to be activated for your account by e-mailing us. Once we’ve activated the SIP functionality for your account, each agent will need to log in to their SIP phone individually.
Configure when you want to receive calls on a SIP Phone
Under Admin > Preferences you can set up how you want all your agents to receive calls on their SIP phones under “Routing Settings”.
Note: this will be used for all agents in your account (also, please note some limitations apply while using SIP devices).
Each agent can then override the above settings. This is useful if, for example, you only want a few people to use SIP Phones. To do this, SIP needs to be disabled within the Account Preferences, and Agents that will use SIP will need to override this setting (or an admin will need to change this for each required agent under the agent's tab):
Obtaining Agent’s SIP Credentials for use with SIP Phone
Each agent has their own set of SIP credentials. Agents can access this information by clicking their names in the top right corner and selecting “Agent Profile” from the drop-down menu:
They should then click the 'Request SIP Credentials' button to receive an email with a link to their SIP credentials:
Note: This link has an expiration period of 10 minutes or one visit.
In case they don't have these permissions, these will need to be provided by an account Admin by accessing the Agents tab, selecting each agent's name and then clicking the 'Request SIP Credentials' button:
An email will be sent to the Admin with a link providing access to the agent's SIP credentials.
Keep this information open to configure the SIP software:
In some SIP phone configurations you might be asked for the Auth ID or the User ID, which in the above image is the username that comes before the @ character.
The SIP Domain is also required, in which case it should be specified as “phone.plivo.com” (the text that comes after the @ character): General SIP Phone Settings.
While we can’t provide a guide to all SIP Phones, there are a set of settings that are normally available across all phones, which is recommended to configure in order to ensure great call quality.
|RTP Packet Size||0.020|
|SIP Transport||TCP (If TCP doesn't work you can try UDP)|
|Preferred Codec||G711u (ensure this is top the of list)|
|Second Preferred Codec||Unspecified|
|Third Preferred Codec||Unspecified|
|Use Remote Pref Codec||Yes|
|Set all codecs||no|
|Use Auth ID||yes|