An API user and an OAuth client, both created in the NetSapiens Admin Portal, authorize CCaaS to communicate with the platform. This authentication is completed once per CCaaS tenant and must be in place before any SIP extensions can be registered — see SIP Extensions.

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Accessing Target Platform

Target Platform is accessible to accounts with Admin permissions.

1. Navigate to Admin (System) > Target Platform Configuration
2. A "Netsapiens Platform Settings" window opens for entering the platform's connection details

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Requirements

Setting up Target Platform touches three separate systems, each requiring its own access:

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Creating an API User

The API user serves both as the credential CCaaS uses to reach the NetSapiens API and as the extension used to receive calls from the Contact Center.

1. Log in to the NetSapiens Admin Portal, typically at https://<FQDN>/SiPbx/adminlogin.php

   

2. Select the assigned Domain

3. Navigate to Users > Configuration and select Add User

   

4. Complete the user fields

   

5. Select Create, then Create User Device

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Verifying Unlimited Call Capacity

Call Limit defaults to Unlimited, which is the recommended setting for this user, though it can be lowered if needed.

1. In the NetSapiens Admin Portal, navigate to Users > Domains

   

2. Locate the API user created above and select it

3. Confirm Call Limit reads Unlimited

   

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Creating OAuth Credentials

Each application accessing the NetSapiens API — including CCaaS — authenticates with its own OAuth client.

1. Navigate to System > Settings > Advanced > OAuth Clients

   

2. Select Add

3. Enter a Client ID name and select Create

4. Select the newly created Client ID to reveal the associated Client Secret

   

5. Record the Client ID and Client Secret for use in CCaaS

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Choosing a Connection Method: SRV Record vs. SIP Outbound Proxy

An SRV record is the default and best-practice way to connect CCaaS to NetSapiens, since it follows the platform's own failover process across data centers.

If the SRV record is unavailable, a SIP Outbound Proxy can be entered instead:

1. In the NetSapiens Manager Portal, under the assigned domain, select the API user created above

2. Navigate to that user's Phone menu and edit the phone

   

3. Within the Settings menu, copy the Outbound Proxy value

   

4. Paste this into the SIP Outbound Proxy field in the Target Platform Configuration window

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Required Platform Information

The following fields make up the Netsapiens Platform Settings window in CCaaS, in the order they appear. Domain, SRV Record (or SIP Outbound Proxy), API URL, Client ID, Client Secret, Admin Username, and Admin Password are required; the remaining fields are optional and can be left at their defaults.

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Entering Platform Settings in CCaaS

1. In the NetSapiens Manager Portal, navigate to Domains > {Assigned Domain} > Users, locate the API user's extension, and select its edit icon, then Phones
2. Note the Domain/Proxy and Outbound Proxy shown in the Edit Phone window
3. In the "Netsapiens Platform Settings" window in CCaaS, enter each field listed in Required Platform Information above
4. Select Save

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Verifying API Access

1. Navigate to User Management > UC Phone Licensing in CCaaS
2. If no users are listed, the connection to that domain has not finished completing
3. From the User Management menu, select Sync UC Users to send a new request
4. If UC Phone Licensing now populates with the list of UC users, the domain has connected successfully

If users still cannot be pulled from NetSapiens into CCaaS, the following should be checked:

1. The spelling and formatting of the API URL, Client ID, Client Secret, Admin Username, and Admin Password
2. The API username and password are correct, and the account shows "Secure password set"
3. The API user has sufficient permissions

OAuth clients can be reviewed under System > Settings > Advanced > OAuth Clients in the NetSapiens Admin Portal; user permissions under Users > Configuration > {User} > Scope. If issues persist, Xima Support can assist further.