SIP/VOIP Setup – AuditCall

The AuditCall 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 AuditCall.

SIP can only be enabled for Connect accounts.

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

We strongly recommend considering the following:

The built-in AuditCall 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 who can help you configure your network and your SIP device.
The majority of problems with SIP/VoIP routing are caused by network issues. 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 AuditCall

To enable SIP for your AuditCall account, Go to setting.

SIP Devices

You will need to acquire SIP phones for each agent or workstation that you would like to route calls to. Importantly, some networks that provide SIP phones have those phones pre-configured to use their own 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 originally intended for.

AuditCall User Profiles and Setup

Each agent that will be using a SIP device will need a user login for your AuditCall account.

Once SIP is enabled in your account, user profiles will now have a SIP/VoIP Phone section in their user profile page. Each user needs to have an assigned tracking number in the Agent Contact section of the user profile page.

TO ASSIGN A TRACKING NUMBER TO A USER:

Go to setting

Our system will generate a SIP Hostname and a SIP Username for the AuditCall user. Create a password for the SIP connection and enter it into the Change Password field in the SIP section of the AuditCall user profile.

Alternatively, we have a management page for multiple SIP devices that you can use to configure 100s or on request 1000s of phones. The configuration for these can be exported and easily uploaded depending on your VOIP provider.

TO ASSIGN MULTIPLE SIP DEVICES AT ONCE

Go to setting.

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.