The new suggested way of doing phone calls

Trengo Voice is our new and recommended way of making and receiving phone calls directly within Trengo.

It’s designed to scale with your sales and support teams and gives you flexible options to purchase numbers, migrate existing numbers, and choose how your team handles calls, all in our own platform.

What is Trengo Voice?

Trengo Voice is a fully integrated calling solution inside Trengo.

Over time, you can:

  • Purchase new phone numbers directly in-product
  • Migrate existing phone numbers to Trengo

Phone number costs & call rates

We provide rough cost estimates per number and country at: rates.trengo.com

Important to know:

  • Call costs depend on the country, number type, and telecom provider
  • Calling different types of numbers (mobile, landline) can have different rates
  • The prices shown are estimates

Ways to make and receive phone calls

With Trengo Voice, you have multiple options depending on how and where your team works.

1. Receive phone calls on desktop

You can receive calls on your computer in two ways:

a) Through the Trengo application (recommended)

b) Through an installed SIP client app

  • Third-party SIP software on your desktop

2. Receive phone calls on mobile

  • Use a SIP client app on your mobile phone
  • Ideal for on-the-go availability

3. Receive phone calls on a physical SIP (Wifi) phone

  • Use a SIP-compatible desk phone that supports SIP credentials
  • Works like a traditional office phone or frontdesk phone
  • When calling transfer flows does not work (use Trengo app.trengo.com instead)

💡All methods to make and receive phone calls can be used simultaneously.

Recommended setup for teams

If you handle calls at scale with a sales or support team, we strongly recommend using Trengo Voice via the main Trengo application.

This option unlocks the most functionality during a call, including:

  • Viewing call queues
  • Seeing the ticket linked to the call
  • Forwarding calls to other agents, teams, or external numbers
  • Full context in the ticket of the customer while you’re talking

This makes it ideal for professional, high-volume calling.

Limitations of SIP clients and wired phones

SIP-based solutions (desktop, mobile, or wired devices) are meant for basic calling only.

They support:

  • Making calls
  • Receiving calls

They do not support:

  • Forward calls to other numbers, agents or teams
  • Viewing queues
  • Viewing or interacting with tickets during a call
  • Advanced call handling features

💡When you only make use of SIP clients, we advice you to turn off the queue setting at the Voice channel or limit it to a maximum queue time of 10. At this way you prevent frustration and endless waiting.