TABLE OF CONTENTS

What is the VoIP Deskphone integration?


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

Who can set it up?

  • Admins – provisioning inside their own location

  • Other users – read-only view; see a tooltip that says “Ask an admin to configure this.”


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

  1. Go to Settings → Phone System → Advances Settings → VoIP Deskphone (SIP) → Get Started.



  2. Confirm or edit your SIP Domain.

    • A default suggestion appears as <LocationName>.sip.ashburn.twilio.com.

    • You can change it once before saving.



  3. Setup an Extension or a Username (number or text) and a password. Keep these handy, you'll need it when setting up your phone.

  4. Link a ND user (one deskphone per ND user). If needed, create the user first.

  5. Click Save.

  6. On your deskphone, paste those three values into the matching fields (often named Registrar, Server or Proxy, plus Username and Password). In case of issues with setup on the deskphone, Hard Reset of the hardware phone may help.

  7. (Optional) Outbound Test Call – Dial the on-screen number; you’ll hear “This is a test call” three times if successful.


  8. (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: 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 ND user)

  • View call logs & recordings: Conversations → All Calls


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


Deskphone to deskphone transfer


1. Direct Extension Dialing Between Deskphones 

You can now call any teammate with a configured deskphone simply by dialing their extension.

What’s New?

If your teammate’s extension is 101, just dial 201 from your deskphone to connect instantly , no external numbers or additional routing required.

Key Details

  •  Fast extension-to-extension calling

  •  Works between configured deskphones

  •  Supported on deskphones only

This update makes internal communication quicker and more efficient for teams using deskphones.

2. IVR Call Transfer Between Deskphones

You can now transfer IVR calls from one deskphone directly to another deskphone.


How it works?

During an active IVR call on your deskphone:

  1. Initiate a transfer.

  2. Dial your teammate’s extension.

  3. The call is routed directly to their deskphone.

Simple and seamless.

Note: Only blind transfers are supported. Warm transfers are not currently available

FAQs


Can I 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 ND 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


Why am I not receiving IVR calls on my Deskphone?

If the user sets Default channel for IVR = Deskphone, IVR-routed calls will ring the deskphone.

Troubleshooting

  1. 401/403 Unauthorized – verify username and password (case-sensitive).

  2. No audio – make sure UDP 10000-20000 is open on your firewall.

  3. Phone rings but can’t answer – check that RTP ports aren’t blocked by NAT or SIP ALG.

  4. Can’t save SIP domain – the name is already taken; edit it or accept the suggested increment.

  5. Still stuck? Click Contact Support with your SIP domain and handset model.