Under Development
V1 - Incoming & Outgoing Calls: This project is actively under development, and we are currently in the testing phase. We are excited to announce that the feature is scheduled for release in February 2025.
V2 - Hold & Transfer Functionality [In Progress]
Overview
We are excited to announce two powerful additions to the Engage phone system: SIP (Session Initiation Protocol) and DID (Direct Inward Dialing). These features enhance the flexibility and efficiency of your communications within the Engage platform. This article provides an overview of each feature, explains their benefits, and guides you through the setup process.
What are SIP and DID?
SIP (Session Initiation Protocol): SIP is a signaling protocol used for initiating, maintaining, and terminating real-time sessions that involve voice and messaging applications and services between two or more endpoints on IP networks. SIP allows users to use a wide range of devices as their phone system, including VoIP phones, computers, and mobile devices.
DID (Direct Inward Dialing): DID is a service that allows a phone number to ring through directly to a specific phone at a business rather than going through a traditional PBX system. This simplifies the process of directing a call to a particular person within an organization without the need for a human operator.
Direct Connection: Enables direct communication to specific employees or departments, which speeds up response times and improves customer service.
Professionalism: Provides customers with a direct line to contact specific parts of your business, enhancing the professional image of your company.
Efficiency: Reduces the need for a receptionist or operator to direct calls, thereby streamlining operations.
Who Benefits?
Businesses with Customer Support Teams: Direct numbers for each support agent can improve response times and customer satisfaction.
Sales Teams: Sales professionals can have direct lines, making it easier for clients to reach them directly.
Remote Teams: With SIP, remote team members can connect to the company's phone system regardless of their location as if they were in the office.
Getting Started with SIP
Prepare answers to the questions below
Information Required for Custom SIP Configuration
To ensure accurate configuration of your custom SIP solution, please provide the following details:
Number of SIP Devices: How many SIP phones or devices will you be using?
Existing SIP Infrastructure: Do you already have SIP infrastructure in place, such as a PBX or SIP server?
Device Details: What types of SIP phones or devices will you be using? Please specify the make and model (e.g., Cisco, Yealink, Polycom).
SIP Credentials: Do you have the SIP credentials (username, password, domain) for your devices?
Configuration Assistance: Do you need help configuring your SIP phones?
Incoming Call Management:
How should incoming calls be routed? Directly to SIP phones or through advanced routing options like IVR or call queues?
What are your preferred call flows? For example, should all phones ring simultaneously, or should there be sequential ringing?
Outgoing Call Preferences:
Are there specific requirements for outgoing calls from your SIP phones, such as caller ID settings or international calling capabilities?
Network Setup:
Please describe your internet connection, firewall, and NAT (Network Address Translation) setup.
Note that SIP traffic might require specific firewall rules or VPN configurations.
IP Address Configuration: Do you have a static IP address, or do you use dynamic DNS?
SIP Trunking Needs: Do you have any specific requirements for SIP trunking?
Future Scalability: Do you anticipate needing to scale up your SIP configuration in the future?
2. Initiate the SIP Kickoff Call:
Contact your FieldPulse Customer Success Manager (CSM) to request a SIP kickoff call. Share your responses to the questions outlined above. Your FieldPulse CSM will forward your answers to a FieldPulse Engage developer, who will join you and your CSM for the kickoff call. During this call, any unanswered questions will be addressed, and additional technical details will be discussed.
3. Post-Meeting Actions:
After the kickoff meeting, FieldPulse Engage developers will begin integrating your SIP setup. You will be notified once your account is fully configured and ready for use.
Conclusion
By integrating SIP and DID into your Engage system, you enhance both the flexibility and efficiency of your business communications. This setup not only supports your current operational needs but also scales seamlessly as your business grows. For further assistance or questions, please contact our support team.
Have additional questions?
Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.