Bring your own SIP-carrier

Are you using SIP devices for phone calls? It is possible to register these phone calls in Trengo, so you have a complete history of customer contact in your overview. Note: the conversations will only be logged in Trengo to make notes and add them to the conversational overview. The actual conversation will take place via a SIP device. 

How can this be set up? 

In order to get this in Trengo, take the following steps: 

  1. In Trengo, navigate to "Settings --> Voice" and click "Add new channel"; 
  2. Choose "Phone calls via SIP devices"
  3. Choose "Custom VoIP"
  4. Fill out this form:
    1. Internal name: 
      This is the name you give to the channel in Trengo. Make it recognizable so that your team knows where the conversations belong to. 
    2. Access
      Decide which teams have access to the conversations from this channel.
    3. Phone number
      The phone number you would like to add to Trengo. Fill it out in international format, including the country code:

    4. Sip devices
      Fill out the extensions of the devices you would like to add them. To make sure the right call gets registered at the right agent, select the right user from the dropdown behind the extension. 
    5. Add device
      Here you can add multiple devices and add them to the corresponding Trengo users. 
  5. After the form has been filled out, you can create a channel.
  6. A webhook will be generated, including a token. This is the unique code that will help you to link this channel to your SIP provider.
     
  7. Use our developer documentation to set up the connection on the provider's end. 
  8. Done! 

Tips for the setup

While making use of the developer documentation to get the right codes at your provider's end, be aware of the following: 

1. Make sure inbound and outbound calls are configured correctly

It is possible to log incoming and outgoing calls into Trengo. For every call you would like to register, there is an origin (caller) and a destination (callee). 

For inbound calls, the origin is the person that tries to call your organization. So this has to be the number that is trying to call you. The destination is the number that is connected to Trengo. 

Outbound calls work exactly the other way around: here the number in Trengo is the "origin" and the other end is the destination. 

2. Convert phone numbers in an international format 

Always write the phone numbers in an international format. 

Example:
πŸ‡³πŸ‡± 316 instead of 062
πŸ‡¬πŸ‡§ 4479 instead of 079
πŸ‡ΊπŸ‡Έ 1202 instead of 0202

How does it look like in Trengo

So after this has been set up, what can we expect to come into Trengo. 

As mentioned before, you can log outbound and inbound calls into Trengo. These calls can have the following statuses: 

Ringing

When an inbound call has the status Ringing at your SIP carrier this will create a pop-up in Trengo to notify the agents that a phone call is coming in. 

In-progress

When an agent has answered the call (inbound), or is having a call with a customer (outbound), the "in-progress" status will create a conversation (ticket) in Trengo. This conversation will be assigned to the agent that is having the call.

Completed

Completed indicates that the call is finished. This will trigger no visual actions in Trengo.