SIP Extensions

SIP Extensions manages the registration of SIP-based phone devices — hardware desk phones or software clients — used by agents in CCaaS.

Agents in CCaaS handle voice interactions through a SIP-registered phone device. The SIP Extensions menu provides visibility into and management of the SIP endpoints registered to the CCaaS environment. All extensions are registered through the same CCaaS interface regardless of platform; the credentials entered here must match the SIP user configured on the phone system side. Supported device types and the phone system-side prerequisites vary by platform — see Target Platform for the platform connection step that must be completed first.

Accessing SIP Extensions

SIP Extensions is accessible to accounts with Admin permissions.

Navigate to Admin (System) > SIP Extensions
All registered SIP extensions are listed on this page

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Target Platform Must Be Configured First
Target Platform must be configured before registering an extension.

Adding a SIP Extension

Select the + icon in the upper-right corner to open the Add Extension window
Enter the following fields:

Field	Description
SIP Extension	The extension number assigned to this SIP device on the phone system
Username	The SIP username or user account associated with this extension
Password	The SIP password for authentication
Authorization ID	The authorization ID used for SIP registration; may match the username or extension depending on the platform

Select Save
Select OK on the confirmation prompt

Registration typically completes within 30–60 seconds. The extension status updates to Registered once the connection is established; select Refresh to update the status display.

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Reconnect on Change
Adding or modifying a SIP extension triggers a reconnect of all registered SIP extensions. Schedule changes during low-traffic periods when possible.

NetSapiens

Registers a NetSapiens virtual handset extension so CCaaS can send and receive calls through the NetSapiens platform.

RC/ACO

Registering an RC/ACO SIP extension connects a UCaaS user account to CCaaS so the contact center can handle calls through the platform.

3CX

Registers a 3CX extension's SIP credentials in CCaaS so the contact center can handle calls through the platform.

Metaswitch

Registers the Metaswitch virtual handset subscriber's SIP credentials in CCaaS so the contact center can handle calls through the platform.

Updated about 1 hour ago