Adding a SIP-IN line

SIP-IN connects your existing telephony to Talk, so you keep your numbers and carrier while calls land in Zendesk.

SIP-IN connects your existing telephony to Talk, so you keep your numbers and carrier while calls land in Zendesk.

When this is the right route

• You already have telephony you are keeping.
• Your numbers matter and porting is not wanted.
• Calls reach you through a system that does something first, such as a menu.
• Your organisation requires calls to run through its own carrier.

Set it up

1. Open Admin Center, then Channels, then Talk and email, then Talk.
2. On the Lines tab, choose Add line, then Add SIP line.
3. Note the connection details Zendesk gives you.
4. Configure your own telephony to send calls there.
5. Test a call end to end.

Two sides, two owners

The Zendesk half is straightforward. The other half is your telephony, which is usually somebody else's responsibility, and getting them together at the start saves a great deal of back and forth.

Call quality is shared

With SIP-IN the call passes through your infrastructure before reaching Zendesk, so quality problems can originate on either side. That makes diagnosis harder than with a Zendesk number, and it is worth agreeing in advance who looks first.

See also

• Choosing the right line type
• Call quality is poor: what to check
• Network requirements for voice