Connect your own number to the CRM: another carrier's number via SIP

It's worth connecting your own number to the CRM if it's already printed on business cards, signs and ads. Changing it is expensive, and losing calls to it costs even more. Once connected, calls to the familiar number are distributed between managers, land in the CRM and can go to a voice bot if you want.

A SIP number is a number that the carrier delivers over the internet through a SIP account: a login, a password and a server address. Your carrier provides this data, usually in its customer account. The number stays yours, and your contract with the carrier doesn't change.

Watch the 90-second video, and below you'll find the step-by-step connection.

Why businesses need it

• A company with a well-known number: clients call from old business cards and ads, and not a single call is lost when you move to the CRM.
• A branch network: each branch has its own number, and in the incoming call scheme each number gets its own group and its own employees.
• Ads on your own number: you can give the number a type and a source, and calls from a newspaper or a banner land in the lead with that source.
• Switching without downtime: the number connects in a few minutes, and clients don't notice anything.

How your own number works via SIP

The account registers with your carrier using the SIP data, like a regular SIP phone. An incoming call to the number goes to the “Incoming call” entry: into the “Other numbers” branch or into a group where you add the number. Then the scheme takes over — employees, schedule, voice menu, bot. How to set it up is covered in the article cloud phone system for business.

In the “Numbers” list, such a number is labeled “Own telephony”, and the “Status” column shows “Connected”, “Not connected” or “Blocked”.

How to connect a number from another carrier: step by step

1. 1
   Get the SIP data

   In your carrier's customer account, find the SIP login, SIP password and SIP server address. Check the port and SIP proxy there too, if the carrier requires them.
2. 2
   Open the window

   “Telephony” → “Connect your number”, or “Numbers” → “Add number” → “Connect your own number”.
3. 3
   Set the project and provider

   The “Project” where the number will work, and your carrier in the “Provider” list.
4. 4
   Enter the number

   “Number” and “Shown number”: how the number will appear in the account.
5. 5
   Paste the SIP data

   “SIP login”, “SIP password”, “SIP server”. “Port” is 5060 by default; fill in “SIP proxy” only if it's needed.
6. 6
   Choose the type

   “Online (dynamic)” with a “Source” for website substitution, or “Offline (static)” with an “Ad source name”, for example “newspaper”.
7. 7
   Confirm and save

   The “I confirm this number belongs to me” checkbox → “Save”. You'll see “Number will be added shortly”.

Why your own number is “Not connected” and what to do

Registration isn't instant. In the first seconds, the number may show “Not connected”: the list re-reads itself for about a minute and a half, and the status changes without reloading the page.

• “Connected” — registration succeeded, and the number takes calls.
• “Not connected” — there's no registration. Check the login, password, server, port and proxy via ⚙ → “Edit SIP data”.
• “Blocked” — the number is blocked. Delete it and connect it again with verified data, and if the status returns, contact support.

The easiest way to check SIP data is in a softphone. Enter it in Zoiper or MicroSIP and make a test call: if it fails there too, the data doesn't work, so ask your carrier for valid data. If the call works in the app but not in the account, contact support. How to fill in a softphone is covered in the article SIP phone setup.

How your own number differs from your own PBX

Your own number takes incoming calls. You can't call clients from it through the built-in telephony: if you set it as employees' caller ID, outgoing calls won't go through, and the red bar “Outgoing calls from this number will not go through” appears above the “Numbers” list. Automatic number replacement doesn't apply to your own number either.

If outgoing calls should also go through your carrier, connect the whole PBX — this is PBX CRM integration in the “Own telephony” section. A number for calling clients is easier to rent: prices are in the article virtual phone number for business.

Read also: Virtual phone number for business: prices, SIP and a bot number, PBX CRM integration: outbound calls through your own carrier, Cloud phone system for business: set up calls and stop losing them