SIP Phones
SIP phones can be an option to answer your inbound calls. These are purpose-built devices that will ring outside Salesforce. The SIP phone does not rely on the browser or operating system. That said, if the user is outside Salesforce, the call results and notes may not be saved. Calls to the SIP phone are logged.
Fastcall devices
A device in Fastcall is used to make outbound and receive inbound calls. Fastcall supports adding a SIP phone as a user device. The SIP phone can make outbound calls, but there may not be much of an advantage. There will be no dial tone with the SIP phone. Outbound calls can only be made from Fastcall in Salesforce.
You can set up multiple devices in Fastcall and choose which ones to use – you might have your desk phone, your mobile phone, your SIP phone, etc.
Receive an inbound call on a SIP phone
- Fastcall rings your SIP phone.
- When you pick up you are connected.
- The experience is different from using the Fastcall softphone.
SIP Registration
The Server / SIP Outbound Proxy configuration will be set to Twilio by Fastcall.
https://www.twilio.com/blog/introducing-sip-registration-html
There are a few steps to be completed:
- Fastcall creates a new SIP Domain in the subscriber’s Twilio subaccount and enables SIP Registration.
- Fastcall will give you the user name, PW, and SIP URI.
- Configure your SIP-enabled phone to register with Twilio.
Additional devices
Add the SIP phone as a device in Fastcall in the Devices settings. Devices are controlled from the settings menu, under My Settings > Devices. You can add your SIP phone by clicking on the “+” icon in the table.
The “Number” field would be something like:
sip:phonenumber@yourdomain.sip.region.twilio.com
sip:username@yourdomain.sip.region.twilio.com
Here is a guide from Twilio using a Polycom as an example: https://assets.cdn.prod.twilio.com/documents/PolycomVVX400CfgGuideVer1_0.docx.pdf
After your phone is configured, all you need to do is to add the number as a “Device” under “My Settings”. You do not need to add the user name or PW in Fastcall. These are added in the phone.
Note: you will need access to the phone GUI to access the phone admin settings. This may require technical skills or IT resources. Fastcall does not support or service the SIP phone hardware.
Once you have added the SIP device, you will be able to use it from the Fastcall widget for outbound calls, this will work as click-to-call, calling the SIP phone first, when answered it will connect the called party.
For inbound calls, you can add a new “Inbound Route” under “Inbound Routing”, using this new SIP device as the target.
Important settings in your phone:
NAT Mapping Enabled
NAT Keep Alive Enabled
SIP Transport = TCP
SIP Port 5061
Register – YES
SIP URI User name / PW
Using devices
Once you’ve added a device, it will be available in the Widget so you can pick it for making an outbound call. It will also be available for use in inbound routing.
Your administrator can restrict the devices available to you in the Widget
Last updated: 2024-01-24, Fastcall version 8.40