SIP trunking and BYOC
"SIP" and "BYOC" name two different connections, in opposite directions. Confusing them is the easiest way to configure the wrong page.
| Direction | Use it when | Configure at |
|---|---|---|
| SIP | You have your own SIP phone, softphone (Cisco Jabber, Webex, an in-house build) or PBX, and want it to register into iCallAgent | Configure → Integrations → SIP |
| Outbound Trunk (BYOC) | You already have a carrier contract or hosted PBX, and want iCallAgent to register out to it so calls route through your own carrier | Configure → Integrations → Outbound Trunk (BYOC) |
Which one do I need?
If the thing connecting is a phone, softphone, or device someone at your organization dials from — that's SIP. If it's a carrier account or hosted PBX you want iCallAgent to dial through — that's BYOC. See the glossary.
Connecting a SIP device (Jabber, Webex, or your own softphone)
Path: Configure → Integrations → SIP.
This registers your own SIP device into iCallAgent, the same way it would register into any SIP PBX. iCallAgent only cares that the REGISTER request carries valid SIP digest auth — it doesn't matter whether it comes from Cisco Jabber, a Webex softphone, or something built in-house.
What's on the page
- SIP server — fixed at
sip.icallagent.com:5099. Read-only, nothing to configure. - Trunk name — a label for your own reference.
- Username / Password — you cannot type these in. Click Auto-generate and both are created for you; use the eye icon to reveal the password and the copy icons to grab either value.
- IP — the single address allowed to register. See the warning below before you fill this in.
- Trunk is active — a checkbox to disable the credential without deleting it.
- Verify now — checks live PJSIP registration state on the server and updates the status banner: Not configured, Pending, Verified, or Failed (with a detail line).
Only these fields are editable here
Codec list, dialplan context, direct-media and outbound proxy exist on the credential but have no control on this page — the platform default applies (codecs ulaw,alaw,slin16, context ai-entry). If your device needs something else, contact iCallAgent to have it set for your account.
Steps
- Configure → Integrations → SIP.
- Click Auto-generate to create a username and password.
- Enter your device's or network's public IPv4 address in IP. The fifth box is the CIDR prefix and defaults to
32(a single address) — leave it as-is unless you're deliberately whitelisting a range, e.g.24for a whole /24. - Check Trunk is active, then Save trunk.
- In your SIP client, add a new account with:
- Server / Registrar:
sip.icallagent.com - Port:
5099 - Username / Auth ID: the generated username
- Password: the generated password
- Transport: UDP — the platform default; contact iCallAgent if your device needs TCP or TLS
- Server / Registrar:
- Back in the dashboard, click Verify now. Verified means Asterisk sees the contact as
avail; Failed shows why.
The IP field's fifth box is a CIDR prefix, not a port
IP is entered as four octets plus a CIDR prefix (defaulting to 32, a single address). It's easy to mistake that fifth box for a port — lower it to widen the allowed range instead, e.g. 24 for a whole /24. Widening it too far weakens the ACL, since it stops narrowing registration down to a single device.
If it won't register
- Nothing happens on Verify now — confirm the device is actually sending REGISTER to
sip.icallagent.com:5099, not a cached or wrong host. - 401 / 403 from the device — username or password mismatch. Re-copy both from the dashboard; they can't be hand-typed, so a typo usually means they were copied before Auto-generate finished.
- Registers, but calls don't work — codec list and dialplan context are fixed platform defaults. If your device only offers a codec outside
ulaw,alaw,slin16, escalate to iCallAgent.
Bring your own carrier (BYOC) — outbound trunk
Path: Configure → Integrations → Outbound Trunk (BYOC).
This is the reverse of the SIP page: iCallAgent's Asterisk registers out to a SIP trunk or cloud PBX you already own, the same way a softphone would. Once registered, outbound calls route through your trunk, and inbound calls from it land on the agent. Use this when you already have a carrier relationship — a PBX, a wholesale SIP trunk, a contact-centre platform — and want calls carried and billed on your own account instead of iCallAgent's.
Fields
- Trunk name
- Registrar / proxy host — what your provider gave you, e.g.
hash.domain.comorhash.domain.com:5061. - SIP username / SIP password — the credentials your provider issued, typed in directly. Unlike the SIP page, these are free text, not auto-generated.
- Trunk is active
Show advanced settings reveals:
| Field | Default | Notes |
|---|---|---|
| Transport | UDP | Dropdown: UDP / TCP / TLS |
| Outbound proxy | (none) | Optional, e.g. sip:proxy.example.com |
| Dialplan context | ai-entry | Free text — leave as-is unless iCallAgent tells you otherwise |
| Registration expiration | 3600s | |
| Retry interval | 60s | |
| Max retries | 10 |
Click Create trunk (or Save changes once one exists). The status banner then reads Pending, Registered, or Failed.
A password is required on first save
The trunk can't be created without one. On later edits, leaving the password field blank keeps the existing one — you don't need to re-enter it just to change another setting.
Extension matters for inbound calls
Make sure the agent's extension matches the number your provider dials for inbound calls to connect. The dashboard doesn't currently surface that extension value — see Phone numbers → Extensions.
Troubleshooting
SIP page shows "Failed" after Verify now
- Check the device is registered to the right host and port, and that its username/password match what's shown in the dashboard exactly.
- If you recently changed IP, confirm the device is actually connecting from that address — a NAT or VPN can make the visible source IP different from what you expect.
Outbound Trunk shows "Failed"
- Confirm Registrar / proxy host is reachable and correct, including the port if your provider requires a non-default one.
- Check the transport under Show advanced settings matches what your provider expects — a provider that requires TLS will reject a UDP registration attempt outright.
Registered / Verified, but no audio or one-way audio
This is almost always a NAT/media-path issue between your network and iCallAgent's media servers, not a signaling problem — signaling succeeding is what "Verified"/"Registered" means. Contact iCallAgent with the trunk name and a rough timestamp of a failed call.