SIP/VOIP Setup

The CallTrackingMetrics platform can be enabled to allow routing to SIP devices. However, due to the nature of SIP routing and its dependency on your network and device, we cannot provide support or troubleshooting for SIP systems outside of the SIP settings in CallTrackingMetrics.

SIP can only be enabled for Sales Engage, Enterprise, and Connect plans.

Before beginning a SIP setup, please read this article carefully. 

We strongly recommend considering the following:

  • The built-in CTM softphone is an easy-to-use alternative that requires no setup or advanced configuration.  
  • You will need a network administrator or a third-party network expert to help you configure your network and your SIP device.
  • Network issues cause the majority of problems with SIP/VoIP routing. You will need to have a strong network with QoS.  Run this bandwidth test before configuring your SIP system to get a general idea of how many simultaneous phone connections your network can support.

 

Enabling SIP in CallTrackingMetrics

To enable SIP for your CTM account:

  1. Navigate to Settings → Account Settings
  2. Under Behaviors, toggle on Allow VOIP Phones for inbound & outbound dialing.  
  3. Carefully review the pop-up that appears. Click I Understand to agree to the terms and enable SIP.

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SIP Devices

You will need to acquire SIP phones for each agent or workstation to which you would like to route calls. Notably, some networks that provide SIP phones have those phones pre-configured to use their software. If you are moving over from a previous SIP setup and wish to keep your devices, you may need to restore factory default settings before the phone can be used on a network other than the one it was initially intended for.

While CTM does not officially endorse a particular device, customers have reported good experiences using the Grandstream GXP1625 with our system. You can find documentation for these phones here:

CTM User Profiles and Setup

Each agent using a SIP device will need a user login for your CTM account. 

Once SIP is enabled in your account, user profiles will now have a SIP/VoIP Phone section in their user profile page.  

 

Creating SIP Credentials

  1. Navigate to Settings → VOIP Phones.
  2. Click Add Phones in the upper right corner.
  3. Select from the list of agents for whom you want to add SIP/VOIP phones.
    • Alternatively, you can upload a CSV file with phone numbers and agents listed in multiple rows. Screenshot 2024-09-12 at 1.01.31 PM.png
  4. Click Configure New Devices.
  5. On the next page, select the Tracking Number for each user and uncheck Secondary Phone. Screenshot 2024-09-12 at 1.02.45 PM.png
  6. Click Create New Devices.
  7. Go back to SIP/VOIP to see your newly created devices. Screenshot 2024-09-12 at 1.03.43 PM.png
  8. An export of the list of devices created will be sent to your email, which includes the necessary credentials.
    • You may find it easier to use the export to export to a Polycom or Grand Stream phone system.

Client Network

Refer to our best practices page to confirm your network is configured properly and the correct ports are open in your firewall. These ports apply to both softphones and SIP phones. 

 

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