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Your first call in 10 minutes

Quickstart

Your first call in 10 minutes

From zero to first inbound call answered from Salesforce. Create tenant, connect trunk, configure IVR, map agent.

Updated:
quickstartsalesforcetrunk

This guide takes you from zero to first inbound call answered on your SIVO instance. Assumes you have an active account (if not, start your free trial).

Prerequisites

  • An active SIVO trial or Pro/Enterprise subscription
  • Access to your console at https://<your-tenant>.app.sivocenter.com
  • A PSTN number from your SIP carrier (Zadarma, Twilio, Bandwidth or any compatible)
  • (Optional) A Salesforce Service Cloud Voice org licensed to push transcripts

Step 1 · Create your first SIP trunk

  1. In the console, go to Trunks → + New trunk.
  2. Select your carrier (zadarma, twilio, bandwidth or custom).
  3. Fill in:
    • Name: e.g. zadarma-prod
    • Carrier host: e.g. sip.zadarma.com
    • User + password (SIP credentials from your carrier)
    • Allowed CIDRs: IPs the carrier uses to send calls. For Zadarma: 185.45.152.0/24.
  4. Save. Status will turn REGED within 30 s if credentials are correct.

If status stays FAIL, open Troubleshooting — 90 % of failures are misconfigured CIDRs.

Step 2 · Import a DID

  1. DIDs → + New DID.
  2. Enter the PSTN number as given by the carrier (E.164 format, e.g. +34911234567).
  3. Assign the trunk from step 1.
  4. Action on entry: for now pick Send to queue and create a quick queue called main.

Step 3 · Create agents

  1. Users → + New user.
  2. Create at least one agent (role: agent) with a free extension (e.g. 1000) and a strong password.
  3. Assign them to the main queue.
  4. Have them log in at https://<your-tenant>.app.sivocenter.com/agent.

When the agent logs in, the softphone is ready. Status flips to Available automatically.

Step 4 · Make the call

From your personal mobile, dial the PSTN number added in step 2. The call should:

  1. Ring 1–2 s at the carrier
  2. Reach SIVO and enter the main queue
  3. Get assigned to the Available agent
  4. Ring on their softphone — agent accepts
  5. Two-way audio via WebRTC

Verification: Calls → History shows the row with direction=inbound, status=answered, correct agent and queue.

Step 5 · (Optional) Connect Salesforce

If your plan includes Service Cloud Voice:

  1. In your Salesforce org, install the SIVO Connector package (one-click).
  2. In SIVO → Integrations → Salesforce → Connect.
  3. Accept the OAuth flow. SIVO auto-discovers org_id, scrt_base_url and call_center_name.
  4. User mapping: click Auto-import SF users — matches by email with your existing agents.
  5. Next inbound call creates a VoiceCall record in SF and routes the agent via Omni-Channel.

What next?