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?
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
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Agency admins – full provisioning rights in every location
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Sub-account admins – can provision devices only inside their own location
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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
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SIP over UDP, TCP, or TLS
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Open outbound ports 5060/5061 for SIP signalling
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Open UDP 10000-20000 for RTP audio
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PoE switch or external power adaptor
What to look for when buying hardware
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“SIP” and “PoE” on the spec-sheet
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At least two programmable line keys
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Avoid carrier-locked or proprietary-provisioning devices
Popular models
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Yealink T54W / T58W
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Poly VVX 450
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Grandstream GXP 2170
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Snom D785
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Cisco 7841
Connect VoIP Deskphones to HighLevel
Log in and go to Sub-Account Settings → Phone Numbers → Advanced Settings → VoIP Deskphone (SIP) → Get Started.
Step 2: SIP Server Configuration
- Confirm or edit your SIP domain. A suggested domain such as
<LocationName>.sip.ashburn.twilio.comappears. - 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
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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)
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Navigate to VoiP Deskphone (SIP) > Test Calls > Simulate Calls.
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Outbound test – Dial the displayed number; you should hear “This is a test call” three times if successful.
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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.
Related Articles
How to Enable Call Transcriptions for Recorded Calls
Number Intelligence – Number Validation, Spam Detection, and Unknown Caller