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SIP trunk integration

Related products:Voice

Forum|Forum|2 years ago
November 24, 2023
9 replies
142 views

Does Zendesk support SIP trunk integration ?

We would like to send calls to Zendesk contact center via a private SIP trunk.

Ivan33

Employee

Hi Aubin,

Thanks for reaching out!

Zendesk Talk does not offer SIP trunking because the product manages the trunking for you. While you cannot register a SIP softphone with Talk, agents can take calls on SIP phones through two different ways:

By forwarding calls to a phone number on a SIP phone. For more information, see this article: How do I take calls on a personal or desk phone?
By forwarding the call to an external number. For more information, see this article: Transferring calls.

Agents can only answer SIP forwarded calls in their browser or by hard phone when the call is forwarded through the public switched telephone network (PSTN).

Additionally, Zendesk offers a robust Partner Edition API that allows developers to build out deeper integrations, which act exactly like the Zendesk Talk console in that they can create tickets and pop tickets for agents. For more information, see the Talk Partner Edition API.

Cheers!

Widson Reis

Product Manager

Hi, @aubin

SIP Trunk is coming to Talk next year, 2024. Stay tuned!

Janice15

Is there an update on when in 2024, SIP Trunking will be available in Talk?

Shawna James

Community Manager

Hey Janice, thanks so much for your question, we appreciate and understand your interest in knowing more information here. As per our community guidelines, it is our best practice not to share timelines about feature releases on our product roadmap. At this time, the information Widson shared above is our most up to date. We look forward to having more information when this feature is ready to be released!

Mohanad12

We have a situation where we need our numbers to be hosted with Twilio, but we also wanted to use Zendesk Talk for incoming & outgoing calls.

Zendesk support recommended that I add the Twilio number as an external line, and then forward incoming calls to a Zendesk Talk number.

Is this really the only solution? Issue is that we have 8 lines we need to do this for, so this solution sounds like it will be a reporting nightmare

Any suggestions/ideas would be greatly appreciated!

Best,
Moh

Joe60

Hi @widson, @shawna11,

Any updates on this or a timeline on when this will be added?

I have a similar issue to @mohanad12

We supply customers with a voice assistant that answers calls, think Alexa. The way this is currently setup is the call comes into Zendesk, then we forward outbound via PSTN to our platform. Then if we cannot automate the call we forward back to Zendesk, again via PSTN. This means that the customer is getting charged for 2 inbound calls and an outbound call. This is per call too!

So SIP is very important here for cost savings, latency and redundancy.

It’s already half way through 2024 so I would be grateful for an update here!

Thanks,

Joe

Widson Reis

Product Manager

Hi @joe60

SIP IN will be available by the end of Q4, with SIP OUT coming in 2025. With SIP IN, you will be able to automate call forwarding back to Zendesk without any extra charges.