SIP connections ensure agents can reliably place and receive calls within the contact center.
Properly configured SIP connections keep agents available for customers, reduce failed or dropped calls, and minimize support escalations when telephony issues occur.
Overview
Use Agent SIP connections to register SIP-based phone devices to your contact center. Each connection must be unique and valid so that calls can be routed correctly for every agent.
Access requirements: You must be signed into the Web Client as an Administrator to access the Settings icon and configure SIP connections.
Before you begin
Confirm which agents will use SIP devices and which SIP addresses they need.
Verify that each SIP address is valid and not already in use.
Plan a short maintenance window if you are changing existing SIP connections that agents are actively using.
View existing SIP connections
In the Web Client, select the Settings icon to open administrative settings.
Select Agent SIP Extensions to view the list of existing SIP connections.
Add a new SIP connection
From the Agent SIP Extensions page, select New SIP Connection.
In the new connection form, enter a Connection Name and SIP Address.
The connection name must be unique, and you cannot enter an existing or invalid SIP address.
Select Save to create the SIP connection.
The Save button is only enabled when both the Connection Name and SIP Address are unique and valid.
Confirm a new SIP connection
Return to Agent SIP Extensions and verify that the new connection appears with the correct Connection Name and SIP Address.
Have the agent sign into their SIP device and confirm that calls can be placed and received as expected.
Delete a SIP connection
Delete SIP connections that are no longer needed to keep your configuration clean and avoid routing calls to inactive devices.
From the Agent SIP Extensions page, locate the SIP connection you want to remove.
Select the trashcan (Delete) icon for that connection.
If you are sure you want to remove the connection, select Delete. To keep the connection, select Cancel to return to the list.
Once you delete a SIP connection, the SIP address is removed from the system and no longer appears in the SIP connections list.
Troubleshooting
Save button is disabled: Check that the Connection Name and SIP Address are both unique and formatted correctly.
Agent cannot place or receive calls: Confirm that their SIP connection appears in the list and that the SIP device is registered to the correct SIP address.
Unexpected device receiving calls: Review existing SIP connections to ensure that the SIP address is not assigned to multiple agents.