Note:

Freshcaller is responsible for generating the SIP credentials and guiding you to connect Freshcaller with your Polycom hardphone. Hardware installations and setup of your Polycom phone does not come under the purview of Freshcaller.


To connect your Polycom with Freshcaller, please follow the below mentioned steps


  1. Go to Settings > Status > Platform > Phone.

  2. Make note of your IP address from the phone’s display.

  3. Open a web browser and type in the IP address. Your phone’s web setup window opens up.

  4. Now, you will be prompted to enter your phone login credentials, namely login and password. 



  1. Once you successfully login to your Polycom browser, click the Simple Setup option. You need ensure the following details are filled in:

    1. Time Synchronization: select a relevant SNTP server

    2. Time Synchronization: select your time zone

  2. Save the time based configuration and let your phone reboot if needed.

  3. Now move to the next option, Settings.

  4. Click on SIP > Line X, where X represents the line number(Line 1, Line 2, etc.)

  5. This will open a list of sections to configure. 



  1. You need to pay attention to three sections here,

    1. Identification

    2. Authentication

    3. Server 1


  1. The above three sections are the only three sections that need to be configured by an agent. The rest of the sections can be left untouched (i.e. at its default settings).


  1. IDENTIFICATION: Fields to be configured



Field name

What should the fields’ value be set as? 

Comments

Display name

Your choice of name. Preferably your (name_the company your are from)

Caller Id displayed to your customer(the one on the other end of the call)

Address

username@TwilioSIPdomain

This is the SIP address or also called the SIP URl. The username in the address should match the userID sent to your email by Freshcaller.

Label

A name of your choice. Preferably your name.

The user’s name. Typically the name of the agent who’ll be using the SIP phone. You can set it as you wish. This will be the display name on the Polycom hard phone’s display.

* Leave all other fields in this section untouched(at their default)


  1. AUTHENTICATION: Fields to be configured



Field name

What should the fields’ value be set as? 

Comments

Use login credentials

Disable

Retain the default option

Domain

yourdomain.sip.region.twilio.com

Ex: domain01.sip.us1.twilio.com


This is the domain that you’d have received over email once you, an agent or your admin would’ve enabled your SIP setup and clicked on Send SIP credentials option from your Freshcaller account.


UserID

kate09

Ex: kate09

This is the ‘login’ that’s mentioned in the email that you’d received from Freshcaller.

Password

!6FtEc2v@ZVn

Enter the password that you received over email from Freshcaller.



  1. SERVER 1: Fields to be configured



Field name

What should the fields’ value be set as? 

Comments

Address

yourdomain.sip.region.twilio.com

Enter the domain url that you received over email from Freshcaller.

Port

5060


Expire

3600(1 hour)


Subscription Expires

3600


Register

Yes


* Leave all other fields in this section untouched(at their default)


  1. Finally click Save.

  2. Now you can see a green tick against the Line that you’ve selected on your hard phone’s display. This indicates that your Polycom and Freshcaller account are connected successfully.

  3. In case you see a red tick instead, try re-entering your login credentials and checking if all the above fields are filled in correctly. For further troubleshooting, go to Diagnostics > View Logs.