Note: If you have signed up for your account after 24 April 2023, please visit the following article: What is Bring Your Own Carrier (BYOC)? 

Prerequisites (mandatory to receive inbound calls)

1. Send the list of numbers you want to use in the web application to crm-support@freshworks.com.
   
   

2. Once we receive the numbers, SIP domains will be generated to identify each number.
   For example, if your phone number is "xxx", your SIP address will be sip:user@xxx-sip.twilio.com. The SIP address ensures that the calls are forwarded to the web application. Once received, you can route these calls to your agents/teams.
   
   

3. Once you receive the SIP domains, you can send the domains to your carrier to ensure that your carrier forwards the calls to the right domains.
   
   

4. Also, send the list of IP addresses that your carrier uses to forward the calls. This will be added to our whitelist.
   
   

5. Ensure that your carrier supports G.711/μ-law and G.711/a-law codec for sending calls.

Steps to configure BYOC for inbound and outbound calls

Note: For inbound calls, ensure to send the details requested in the above section.

Follow all the steps stated above for routing inbound calls. In addition to that,

1. Log in to your web application.
   
   
2. Go to Admin Settings > Channels > Phone > Phone Numbers and click on Manage caller IDs.
   
   
3. Click on the Add new caller Id option and add the phone number with the country code as caller ID. For example, +1xxxxxxxxxx.
   
   
4. You will receive a call to verify the phone number. The verification call is mandatory to ensure that the external number belongs to you.
   
   
5. Once your number is verified, you can use it as your caller ID.
   
   
6. Send the details of SIP URI or IP provided by your carrier for each number to crm-support@freshworks.com. Your carrier may provide one or more SIP URIs for a single number. If there are multiple SIP URIs, specify the priority order provided by the carrier with a range of 0 to 65535.

Firewall Restrictions - Whitelisting IP

If you currently have a firewall or any network restrictions, ensure that you whitelist the following IPs. For more information, refer to — https://www.twilio.com/docs/voice/api/sip-interface#sip-connection-technical-specifications

If you face any further problems, reach out to crm-support@freshworks.com.