---
schema_version: "1"
id: 4ca4f9dd2c60052385e6056b0106558431e55ffa49a275ba9512ffbe502a9ef2
title: Configure Telephony Vendor Settings When Using SIP
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/telephony_vendor_settings_sip.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.telephony_vendor_settings_sip.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8ecc57925c691685e7bf962847ce157bc4f20c0f10d997e4b2938451ef9e058c
description: If supported, configure your telephony system to create a VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured SIP address.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Configure Telephony Vendor Settings When Using SIP

If supported, configure your telephony system to create a VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured SIP address.

- **[Configure SIP Trunking in Your Partner Telephony System](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_sip_trunking.htm&release=264.0.0&type=5)**  
    Before you can configure your telephony system to transfer and escalate calls via SIP, connect your telephony system to Salesforce. In addition to configuring logic to manage traffic and routing, connecting the telephony system to Salesforce also involves creating an encrypted SIP trunk to support user-to-user information exchange and SIP invites.
- **[Configure Inbound Call Transfers When Using SIP](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_inbound_call_transfers_sip.htm&release=264.0.0&type=5)**  
    To illustrate how to configure inbound call transfers that happen via SIP, this topic describes how to accomplish these tasks with Genesys.
- **[Configure Call Escalation When Using SIP](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_call_escalation_sip.htm&release=264.0.0&type=5)**  
    If the agent call is escalated to a rep, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including resuming the call when it’s escalated and transferring the call to the appropriate rep. To illustrate how this works with SIP, this topic describes how to accomplish this task using Salesforce Voice with Partner Telephony from Genesys. Specifically, configure the Genesys inbound flow to resume the call where it left off, which is after the original call is transferred to the agent, and route it to a service rep.