Freshdesk Contact Center (Freshcaller) – SIP Interconnect Manual for Voyced
Use Voyced as an external SIP provider
What You’ll Need
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Voyced DID Account:
Your-Voyced-DID -
Service Password:
YourServicePassword -
SIP Server:
sip.voyced.eu -
Admin access to your Freshdesk Contact Center account with BYOC enabled
Requirements Before You Begin
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Your Freshdesk Contact Center plan must include Bring Your Own Carrier (BYOC).
-
The network where your agents are based must allow:
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SIP signalling to
sip.voyced.euon UDP/TCP 5060 -
RTP media on ports 10000–20000 UDP
-
-
You must have admin permissions in Freshdesk Contact Center.
Step 1 – Enable BYOC
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Log in to Freshdesk Contact Center as an Administrator.
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Go to Admin → Phone Numbers.
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Look for the BYOC or Connect Your Carrier option.
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Click Add Carrier.
Step 2 – Add Voyced as Your Carrier
Enter the following details:
-
Carrier Name:
Voyced -
SIP Server / Host:
sip.voyced.eu -
SIP Port:
5060 -
Username:
Your-Voyced-DID -
Password:
YourServicePassword -
Transport:
UDP(TCP if preferred) -
Outbound Proxy: Leave blank unless provided by Voyced.
Click Save.
Step 3 – Assign Voyced Numbers
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In Phone Numbers, click Add Number → Use Existing Carrier Number.
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Select Voyced from the carrier list.
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Enter your Voyced DID exactly as assigned.
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Assign the number to a Call Queue or Agent.
Step 4 – Configure Codecs
For best quality, ensure your carrier settings or SBC allow:
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G722 -
G711A(PCMA) -
G711U(PCMU) -
G729(optional fallback)
Step 5 – Test Calls
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Make an outbound test call to a known working number.
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Call your Voyced DID from an external phone.
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Check:
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Call connects without delay
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Audio is clear both ways
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Caller ID matches your Voyced number
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Optional Features
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Voicemail: Use
1233as the voicemail access number. -
Call Recording: Enable in Admin → Call Workflows.
-
Forwarding: Can be set in Freshdesk or in your Voyced account.
Troubleshooting
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Registration failure: Verify BYOC is enabled for your plan.
-
No audio: Confirm RTP ports are open on your firewall.
-
Call drops after 30–32 seconds: Usually caused by NAT or SIP ACK not passing through—check firewall/SBC settings.
Last updated: 01/08/2025
© Voyced
All information provided is copyrighted and purely informative in nature. It is maintained by Voyced with the greatest of care using reliable sources only.
Given the fast evolution of the telecom sector, Voyced does not offer any guarantee about the accuracy and completeness of the information offered.
We explicitly do not give anyone permission to use this information in any other way than to inform themselves about what (legal) requirements there may be and they need to comply with when registering Services and/or DIDs with Voyced.
