Physical VoIP Deskphones (SIP)

Integrate your physical VoIP deskphone directly to Accommador. This feature offers seamless call management, enabling both outbound and inbound calls along with call recording and transcription, all while keeping your CRM updated in real time. What is the VoIP Deskphone Integration? This feature empowers users to connect their physical VoIP deskphones directly to Accommador.

It provides a stable link between your CRM and your physical phone system, ensuring that all call activities, from making outbound calls to receiving inbound calls, are managed inside Accommador. By leveraging this integration, you can enhance call-handling capabilities and maintain a consistent connection to your customer data. All of Accommador's digital CRM features continue to work, you just get to use your physical deskphone: Call RecordingCall TransfersCall TranscriptionAnd more!

Permissions To Set Up VoIP DeskphonesAgency admins – full provisioning rights in every locationAccount admins – can provision devices only inside their own locationOther users – read-only; they’ll see a tooltip prompting them to “Ask an admin to configure this.”Technical Requirements & Recommended DeskphonesNetwork & protocol prerequisitesSIP over UDP, TCP, or TLSOpen outbound ports 5060/5061 for SIP signallingOpen UDP 10000-20000 for RTP audioPoE switch or external power adaptorWhat to look for when buying hardware“SIP” and “PoE” on the spec-sheetAt least two programmable line keysAvoid carrier-locked or proprietary-provisioning devicesPopular modelsYealink T54W / T58WPoly VVX 450Grandstream GXP 2170Snom D785Cisco 7841Connect VoIP Deskphones to Acommador

1. Navigate to the WizardLog in and go to Account Settings → Phone Numbers → Advanced Settings → VoIP Deskphone (SIP) → Get Started.
2. SIP Server ConfigurationConfirm or edit your SIP domain. A suggested domain such as <LocationName>.sip.ashburn.twilio.com appears.You can change it once before saving.
3. SIP UserChoose an extension (number or text) plus a strong password and save them somewhere safe.
4. Assign UserEach VoIP deskphone needs to be connected to a user in your account. Select one user from the Assign to User dropdown.Make sure the user's individual phone settings are configured to use deskphone. Navigate to Settings > My Staff > Choose staff > Edit > Call & Voicemail Settings, please enable "Deskphone" for the options you need. Enable it for "Forward Calls to" to receive calls addressed to you on the Deskphone. If you're receiving calls as part of "Ring multiple", and you want to receive them on the deskphone, enable Deskphone under "Ring all".If the user sets Default channel for IVR = Deskphone, IVR-routed calls will ring the deskphone.
5. Configure the Physical PhoneEnter the SIP Domain, Username, and Password into the phone’s Registrar / Server / Proxy fields (varies by phone model and manufacturer).
6. Run the Built-In Test Calls (Optional)Navigate to VoiP Deskphone (SIP) > Test Calls > Simulate Calls.Outbound test – Dial the displayed number; you should hear “This is a test call” three times if successful.Inbound test – Click Inbound Test Call; the deskphone should ring.Need Help? If a test fails, reach out to customer support with the error codes from the failed test call.Reset Device (SIP User) PasswordNavigate to Settings > Phone Numbers > Advanced Settings > VIP Desktop (SIP) > Manage Devices tab and select the pencil icon for the device that you want to reset the password for.Delete a DeviceNavigate to Settings > Phone Numbers > Advanced Settings > VIP Desktop (SIP) > Manage Devices tab and select the trash can icon to delete a device.WARNING: This action will immediately unregister the handset.Deskphone to deskphone transfer1. Direct Extension Dialing Between Deskphones You can now call any teammate with a configured deskphone simply by dialing their extension. If your teammate’s extension is 101, just dial 101 from your deskphone to connect instantly—no external numbers or additional routing required.Key Details Fast extension-to-extension calling Works between configured deskphones Supported on deskphones onlyThis update makes internal communication quicker and more efficient for teams using deskphones.2. IVR Call Transfer Between DeskphonesYou can now transfer IVR calls from one deskphone directly to another deskphone.How it works?During an active IVR call on your deskphone:Initiate a transfer.Dial your teammate’s extension.The call is routed directly to their deskphone.Simple and seamless.Note: Only blind transfers are supported. Warm transfers are not currently availableTroubleshootingSymptomLikely CauseFix401 / 403 UnauthorizedWrong username or password (case-sensitive)Re-enter credentialsNo audioFirewall blocking RTP (UDP 10000-20000)Open ports / disable SIP ALGPhone rings but won’t answerNAT / SIP ALG interfering with RTPDisable SIP ALG on routerCan’t save SIP domainName already takenEdit the domain or accept the suggested incrementStill stuck?–Click Contact Support with your SIP Domain & handset modelFrequently Asked QuestionsQ: Which VoIP deskphones are compatible?Most open-SIP models—see the recommended list above.Q: Can I record and transcribe every call?Yes. Once enabled, all calls are automatically recorded and transcribed.Q: How do I perform a blind transfer during a call?Use the Blind Transfer option on your deskphone UI.Q: Is there an extra charge for using deskphones?No. Deskphone calls share the same per-minute rates as web/mobile calls. There is no additional cost for the call transfer to a deskphone.Q: Can two deskphones point at the same Accommador user?No, you can only connect a single user to each VoIP deskphone.Q: Do you support SIP Trunking?No, we do not support SIP Trunking as of now. So you cannot connect your existing PBX/Asterix to ACCOMMADOR as of now.Q: Why am I not able to receive the incoming call on my deskphone?Make sure the user's individual phone settings are deskphone. Navigate to Settings > My Staff > Choose staff > Edit > Call & Voicemail Settings, please enable "Deskphone" for the options you need.Q: Can I place callers on hold with music from a deskphone?Music played during a handset Hold depends on your SIP phone model and its local Hold behavior. Accommador does not control music-on-hold triggered by a device’s Hold button. If you want callers to hear audio while they wait inside a call flow, use an IVR step with an audio prompt in your workflow.See Interactive Voice Response (IVR) for more information.Q: Can I transfer a call to another user’s extension from a deskphone? Are extensions visible on the phone?Yes—supported SIP handsets can perform a blind transfer to another user’s extension. Warm transfer is not supported as of now. Showing other users/extensions on the deskphone screen is not supported as of now.For assisted transfers on the web, see Outbound Calls with the Web Dialer.Q: Can I check Accommador voicemail from the deskphone’s voicemail button?Voicemails that route to Accommador are reviewed in Conversations and in Reporting → Call Reporting. A phone’s native voicemail feature (if present) is separate and does not access Accommador voicemail.See Voicemail for Company and for Users for more information.Q: Is there a single place to review all call recordings?Yes. Use Reporting → Call Reporting for a consolidated list of calls and recordings. You can also open recordings from each contact’s Conversations thread. IVR-connected calls may include multiple recordings for different call legs.Q: Are there known compatibility issues with certain SIP deskphones?Most open-SIP phones work when standard SIP registration is supported. Ensure network prerequisites are met (e.g., disable SIP ALG; allow SIP/RTP). If you’re unsure, share your handset make/model and firmware so we can point you to the best approach.Q: Do you have configuration blueprints or model-specific setup guides?Follow the steps in this article to create the SIP user/extension, then enter those credentials in your phone’s SIP account fields (commonly: SIP URI, Username/Extension, Authentication/Password). If you provide your phone model, we can share the most relevant instructions.Q: I’m able to make outbound calls, but inbound calls are not working properly. What should I check?If outbound calls are working but inbound calls are not, we recommend checking the Keep Alive setting. Please ensure that Keep Alive is enabled and set to Options. If it hasn’t been configured yet, updating this setting often resolves inbound call issues.You can update this setting by navigating to Account → Advanced → Keep Alive Type.