Physical VoIP Deskphones (SIP)

Modified on: Fri, 18 Jul, 2025 at 2:40 PM

Integrate your physical VoIP deskphone directly to HighLevel. This feature offers seamless call management, enabling both outbound and inbound calls along with call recording and transcription, all while keeping your CRM updated in real time.

TABLE OF CONTENTS

What is the VoIP Deskphone Integration?

What is the VoIP Deskphone Integration?

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

All of HighLevel's digital CRM features continue to work, you just get to use your physical deskphone:

Call Recording
Call Transfers
Call Transcription
And more!

Permissions To Set Up VoIP Deskphones

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.”

Technical Requirements & Recommended Deskphones

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 models

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

Connect VoIP Deskphones to HighLevel

Step 1: Navigate to the Wizard

Step 2: SIP Server Configuration

Confirm or edit your SIP domain. A suggested domain such as <LocationName>.sip.ashburn.twilio.com appears.
You can change it once before saving.

Step 3: SIP User

Choose an extension (number or text) plus a strong password and save them somewhere safe.

Step 4: Assign User

Each VoIP deskphone needs to be connected to a user in your sub-account. Select one user from the Assign to User dropdown.

Make sure the user's individual phone settings are configured to use deskphone. Navigate to Settings > My Staff > Choose staff > Edit > Call & Voicemail Settings, please enable "Deskphone" for the options you need. Enable it for "Forward Calls to" to receive calls addressed to you on the Deskphone. If you're receiving calls as part of "Ring multiple", and you want to receive them on the deskphone, enable Deskphone under "Ring all".

Step 5: Configure the Physical Phone

Enter the SIP Domain, Username, and Password into the phone’s Registrar / Server / Proxy fields (varies by phone model and manufacturer).

Step 6: Run the Built-In Test Calls (Optional)

Navigate to VoiP Deskphone (SIP) > Test Calls > Simulate 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 deskphone should ring.

Need Help? If a test fails, reach out to customer support with the error codes from the failed test call.

Reset Device (SIP User) Password

Navigate to Settings > Phone Numbers > Advanced Settings > VIP Desktop (SIP) > Manage Devices tab and select the pencil icon for the device that you want to reset the password for.

Delete a Device

Navigate to Settings > Phone Numbers > Advanced Settings > VIP Desktop (SIP) > Manage Devices tab and select the trash can icon to delete a device.

WARNING: This action will immediately unregister the handset.

Troubleshooting

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 with your SIP Domain & handset model

Frequently Asked Questions

Q: Which VoIP deskphones are compatible?
Most open-SIP models—see the recommended list above.

Q: Can I record and transcribe every call?
Yes. Once enabled, all calls are automatically recorded and transcribed.

Q: How do I perform a blind transfer during a call?
Use the Blind Transfer option on your deskphone UI.

Q: Is there an extra charge for using deskphones?
No. Deskphone calls share the same per-minute rates as web/mobile calls.

Q: Can two deskphones point at the same HighLevel user?
No, you can only connect a single user to each VoIP deskphone.

Q: Do you support SIP Trunking?
No, we do not support SIP Trunking as of now. So you cannot connect your existing PBX/Asterix to GHL as of now.

Q: Why am I not able to receive the incoming call on my deskphone?
Make sure the user's individual phone settings are deskphone. Navigate to Settings > My Staff > Choose staff > Edit > Call & Voicemail Settings, please enable "Deskphone" for the options you need.

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