Talkdesk offers SIP Device support for Talkdesk Conversations and Talkdesk Phone. These services have distinct setups. This article is specifically for the use of SIP Devices with Talkdesk Conversations. Please refer to the general Conversations documentation here. For additional information on adding and managing SIP Phones with Talkdesk Phone, please check this article.
Obtaining Agent's SIP Credentials
Each agent has their own set of SIP credentials. These SIP credentials are needed to connect the SIP device with Talkdesk. These will need to be provided by an account Admin by following these steps:
- Click the Admin icon, access the Users tab, and select the required agent.
- Upon entering the agent's page, click the “Request SIP Credentials” button, within the "SIP Credentials" option in the Classic Settings tab.
- Press Save, at the bottom of the page.
- An email will be sent to the Admin with a link providing access to the agent's SIP credentials.
Save this information 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 offer a comprehensive guide covering every SIP Phone model, there are typically common settings shared among them. Configuring these settings is highly recommended to optimize call quality.
| RTP Packet Size | 0.020 |
| SIP Transport | TLS / TCP / UDP |
| SRTP | Not supported |
| Extension Settings | |
| Preferred Codec | G711u (ensure this is top of the list) |
| Second Preferred Codec | Unspecified |
| Third Preferred Codec | Unspecified |
| Use Remote Pref Codec | Yes |
| Set all codecs | no |
| User ID | <username> |
| Auth ID | <username> |
| Use Auth ID | Yes |
| SIP Server | phone.plivo.com |
Using the SIP Phone
After configuring the SIP software with the Agent’s SIP endpoints, it's essential to grant permissions at both Admin and Agent levels to enable Agents to receive calls via SIP Phone. Refer to the steps outlined in this article for guidance.
Following the completion of the configuration process, Agents can start receiving calls on their SIP devices. They simply need to ensure that the SIP software is running and they are logged into their Talkdesk account, with their status set to "Available."
When an incoming call is received, Talkdesk alerts the agents to answer the call on their SIP phone. Simultaneously, both their SIP phone and Talkdesk instance will start ringing.
Once the call is connected on the SIP phone, agents will find the call information in Talkdesk’s Conversations interface. From there, they can perform various actions such as muting the call, placing it on hold, transferring it, or adding a guest, all using their browser.
It's important to note that SIP calls should be ended directly from the SIP phone interface, not from Talkdesk.
SIP Limitations
- The SIP’s Caller ID will only display the caller’s phone number, not the caller's name.
- For inbound calls, when using the SIP endpoint ID in more than one device (SIP, Bria, among others), the system will randomly pick a device to ring.
- Agent-to-Agent calls and calls to Short Extensions (EXT dialing) are not supported when Conversations is set to using “External Devices”. This means agents cannot initiate a call in Talkdesk and have the SIP device or External Phone make that call.
- It is not possible to transfer SIP calls from your SIP device. This can only be done if you are logged in to Talkdesk in the browser.
- Call Waiting does not support SIP devices - Agents with a configured SIP device won’t be able to handle multiple direct calls.
Note: Talkdesk can only provide best-efforts support and is not responsible for configuring your specific SIP devices. Since there are so many permutations and models, we are unable to provide guidelines that work seamlessly with all devices.
We are also unable to configure or provide details that are specific to your network. However, if you need a more detailed SIP setup, we will be happy to assist you and provide all the required information to your network team.
To ensure that your SIP devices have connectivity to our cloud (and vice-versa), please see here a full list of the IP addresses that we use, in case you need to allow them on your border devices (e.g., firewalls).