Connecting a phone number

LiveAgent provides a call center solution that allows you to receive, answer, record, and log phone calls as tickets. The call center feature in LiveAgent works by connecting a number from a VoIP (Voice Over Internet Protocol) provider that supports SIP trunks. You need to buy a number from a chosen VoIP, LiveAgent does not provide or sell phone numbers. It is not possible to integrate a regular phone number that does not support SIP trunks.

To add a new phone number to your LiveAgent account, navigate to Configuration > Call > Numbers, and click on the "Create" button. Only users with admin or owner roles have access to this section.

Supported numbers providers

LiveAgent provides a lot of pre-set connection profiles for various VoIP providers to keep the connection process straightforward and as simple as possible. You can connect your number by simply selecting the specific provider's connector and filling in the required details. The details should be provided to you by your chosen VoIP provider. After adding your number it might take some time for the number to get registered. After that, you will be able to both make outbound and receive inbound calls.

If your desired provider is not on the list, the General method can always be used, but feel free to contact our team at support@liveagent.com and we will do our best to add your desired provider to our list.

Some providers like for example Twilio might require additional steps to be taken to be able to connect their phone numbers.

Number connection using the General option

If you wish to add a number from a provider that is not on the list of supported providers choose the General connector. You'll need to request the following mandatory information from your number provider to be able to add your phone number:

  • Phone number
  • SIP Host (URL or IP address)
  • SIP Port
  • Username
  • Password

If after adding your number to your LiveAgent account either outbound or inbound calls do not work, please consult it with your number provider and optionally try changing the advanced options in the number's settings according to your provider's support. Alternatively, you can provide us with all the details for connecting the number via email at support@liveagent.com and our team will connect your number for you and also create a ready-made connector for future customers who might be using the same provider (if applicable).

After adding your number you might want to set up welcome, offline, and queue recordings and even some IVR (interactive voice response) options. Check our IVR guide which covers these advanced options.