VoIP Deskphones (SIP endpoints)

Modified on: Fri, 20 Jun, 2025 at 10:05 PM

What is the VoIP Deskphone integration?

The VoIP Deskphone feature lets you register any SIP-compatible hard-phone (deskphone) to your GoHighLevel (GHL) sub-account. All calls placed or received on the handset flow through GHL, so you keep call tracking, recordings and automations in one place.

Who can set it up?

Agency admins – full provisioning in every location
Sub-account admins – provisioning inside their own location
Other users – read-only view; see a tooltip that says “Ask an admin to configure this.”

Requirements & recommended deskphones

Network & protocol

SIP over UDP, TCP or TLS
Outbound ports 5060/5061 open for SIP
UDP 10000-20000 open for RTP audio
PoE or external power

When buying new hardware

Look for the terms “SIP”, “PoE” and at least two programmable line keys
Avoid phones locked to a single carrier or that require proprietary provisioning codes

Popular models

Yealink T54W / T58W
Poly VVX 450
Grandstream GXP 2170
Snom D785
Cisco 7841

(Any open-SIP handset should work, these are just proven examples.)

Step-by-step setup

Go to Subaccount Settings → Phone System → Advances Settings → VoIP Deskphone (SIP) → Get Started.
Confirm or edit your SIP Domain.
- A default suggestion appears as <LocationName>.sip.ashburn.twilio.com.
- You can change it once before saving.
Setup an Extension or a Username (number or text) and a password. Keep these handy, you'll need it when setting up your phone.
Link a GHL user (one deskphone per GHL user). If needed, create the user first.
Click Save.
On your deskphone, paste those three values into the matching fields (often named Registrar, Server or Proxy, plus Username and Password).
(Optional) Outbound Test Call – Dial the on-screen number; you’ll hear “This is a test call” three times if successful.
(Optional) Inbound Test Call – Click the button; your phone should ring. Answer and hang up to confirm audio.

If either test fails, click Details for error codes or choose Contact Support.

Managing deskphones

Reset a password: Subaccount Settings → Phone System → Advanced Settings → VoIP Deskphone → Manage Devices → Edit icon
Delete a deskphone: Same menu → Delete (immediately unregisters the handset)
Add another phone: Repeat the wizard (must be linked to a different GHL user)
View call logs & recordings: Conversations → All Calls

When a linked GHL user is deleted or transferred, the SIP credentials are automatically disabled. Outbound calls return “403 Forbidden”; inbound calls play an intercept message.

FAQs

Can one location have multiple SIP domains?

Not right now. Most businesses only need one.

Will my existing Yealink / Poly / Cisco phone work?

Yes, if it supports generic SIP registration. Factory-reset first, then follow the steps above.

What happened to “Ring All”?

The maximum members is now 6 (was 7). If you previously had 7, the 7th entry was removed automatically after enabling this feature.

Can two deskphones point at the same GHL user?

No. Create an additional (hidden) user for each handset.

Is there an extra charge?

No. Calls made from a deskphone are billed the same as calls from the web or mobile app. Call Transfers from Deskphones do cost an extra $0.10 per transfer (SIP Refer)

Why am I not receiving calls on my Deskphone when I receive a call on my assigned phone number?

It may be because Deskphone device type is not enabled under your staff settings. Enable it under Settings > My Staff > Edit Staff > Call & Voicemail Settings

Troubleshooting

401/403 Unauthorized – verify username and password (case-sensitive).
No audio – make sure UDP 10000-20000 is open on your firewall.
Phone rings but can’t answer – check that RTP ports aren’t blocked by NAT or SIP ALG.
Can’t save SIP domain – the name is already taken; edit it or accept the suggested increment.
Still stuck? Click Contact Support in-app or email support@gohighlevel.com with your SIP domain and handset model.

What is Physical Desk-phones Linked to your CRM? [H1] — (from Article 2)

This feature empowers users to connect their physical VoIP desk-phones directly to HighLevel. It provides a stable link between your CRM and your phone system, ensuring that all call activities—from making outbound calls to receiving inbound calls—are managed inside the CRM. By leveraging this integration, you can enhance call-handling capabilities and maintain a consistent connection to your customer data. — (from Article 2)

Who Can Set It Up? [H2] — (from Article 1)

Agency admins – full provisioning rights in every location
Sub-account admins – can provision devices only inside their own location
Other users – read-only; they’ll see a tooltip prompting them to “Ask an admin to configure this.”

Requirements & Recommended Desk-phones [H2] — (from Article 1)

Network & protocol prerequisites

SIP over UDP, TCP, or TLS
Open outbound ports 5060/5061 for SIP signalling
Open UDP 10000-20000 for RTP audio
PoE switch or external power adaptor

What to look for when buying hardware

“SIP” and “PoE” on the spec-sheet
At least two programmable line keys
Avoid carrier-locked or proprietary-provisioning devices

Popular, proven models

Yealink T54W / T58W
Poly VVX 450
Grandstream GXP 2170
Snom D785
Cisco 7841

Screenshot placeholder: Insert the “Requirements & Recommended Desk-phones” table graphic from Article 1 here.

Key Benefits of Physical Desk-phones Linked to your CRM [H2] — (from Article 2)

Immediate CRM connection for all call activities
Simplified outbound and inbound call management
Ability to perform blind transfers to team members effortlessly
Built-in call recording and transcription for improved accountability
Consistent performance available through the Labs environment

VoIP Desk-phone Integration [H2] — (from Article 2)

This sub-topic focuses on the seamless connectivity of your physical desk-phone with HighLevel’s CRM. It emphasizes the reliability of a VoIP desk-phone that stays linked to your CRM, ensuring that every call is recorded and tracked accurately.
• Ensures that your desk-phone is always connected to your CRM
• Supports ongoing monitoring of call logs and customer interactions
• Improves overall communication flow between team members and clients

Screenshot placeholder: VoIP Desk-phone integration settings in the CRM

Advanced Call Handling [H2] — (from Article 2)

This section highlights the enhanced call-management features available once you enable the integration. It details functionalities such as making outbound and inbound calls and performing blind transfers to your team members, streamlining your call operations and boosting productivity.
• Seamless outbound and inbound calling directly from your desk-phone
• Effortless blind transfer capabilities to assign calls to team members
• Efficient communication workflows and quicker call resolutions

Screenshot placeholder: Call-handling interface with blind-transfer options

Call Recording and Transcription [H2] — (from Article 2)

Call recording and transcription capabilities are fundamental components of this feature. Every call can be recorded and transcribed to maintain a detailed record of communications—useful for quality assurance and training.
• Automatically records call conversations for future reference
• Transcribes calls to offer searchable text records, enhancing follow-up activities
• Enables compliance monitoring and improves internal accountability

Screenshot placeholder: Call recording and transcription dashboard

How To Set Up Physical Desk-phones Linked to your CRM [H2]

(steps mainly from Article 1; wording blended with Article 2)

Navigate to the wizard
Log in and go to Sub-Account Settings → Phone System → Advanced Settings → VoIP Desk-phone (SIP) → Get Started.
Screenshot placeholder: Wizard start screen (Article 1 Image 24)
Confirm or edit your SIP Domain
A suggested domain such as <LocationName>.sip.ashburn.twilio.com appears. You can change it once before saving.
Screenshot placeholder: SIP Domain edit dialog (Article 1 Image 25)
Create your Extension / Username & Password
Choose an extension (number or text) plus a strong password and save them somewhere safe.
Link the desk-phone to a HighLevel user
Each handset maps one-to-one with a HighLevel user. Create or select the user first.
Save the credentials to generate the final SIP record.
Configure the physical phone
Enter the SIP Domain, Username, and Password into the phone’s Registrar / Server / Proxy fields.
Run the built-in test calls
- Outbound test – dial the displayed number; you should hear “This is a test call” three times if successful.
- Inbound test – click Inbound Test Call; the desk-phone should ring.
Screenshot placeholder: Test-call confirmation banner (Article 1 Image 26)
Need help?
If a test fails, click Details for error codes or choose Contact Support. — (from Article 1)

Managing Desk-phones After Setup [H2] — (from Article 1)

Reset a password: Settings → Phone System → Advanced Settings → VoIP Desk-phone → Manage Devices → ✏️ Edit
Delete a device: Same menu → ? Delete (immediately unregisters the handset)
Add another phone: Repeat the wizard (must point to a different user)
Review call logs & recordings: Conversations → All Calls

Screenshot placeholder: Manage Devices list (Article 1 Image 27)

Troubleshooting [H2] — (from Article 1)

Symptom	Likely Cause	Fix
401 / 403 Unauthorized	Wrong username or password (case-sensitive)	Re-enter credentials
No audio	Firewall blocking RTP (UDP 10000-20000)	Open ports / disable SIP ALG
Phone rings but won’t answer	NAT / SIP ALG interfering with RTP	Disable SIP ALG on router
Can’t save SIP domain	Name already taken	Edit the domain or accept the suggested increment
Still stuck?	–	Click Contact Support or email support@gohighlevel.com with your SIP Domain & handset model

Frequently Asked Questions [H2] — (blended: Q-list from Article 2; pricing & multi-phone limits from Article 1)

Which VoIP desk-phones are compatible?
Most open-SIP models—see the recommended list above.
Can I record and transcribe every call?
Yes. Once enabled, all calls are automatically recorded and transcribed.
How do I perform a blind transfer during a call?
Use the Blind Transfer option on your desk-phone UI.
Is there an extra charge for using desk-phones?
No. Desk-phone calls share the same per-minute rates as web/mobile calls. Blind transfers incur an additional $0.10 per transfer. — (from Article 1)
Can two desk-phones point at the same HighLevel user?
No. Create an additional (hidden) user for every handset. — (from Article 1)