Device forwarding lets your team make and receive Cue Phone calls on a physical desk phone or SIP handset instead of in the browser. This guide covers creating a SIP domain for your workspace, adding a device for each agent, configuring the phone itself, and routing calls to it.

How device forwarding works

Your workspace gets its own SIP domain in Cue. Each agent adds a device to that domain with a username and password, and their desk phone logs in (registers) with those details. Calls are routed to the device through the domain rather than to a phone number of its own.

When an agent makes an outbound call from their device, the person they call will see your domain's default outbound number.

Step 1: Create a SIP domain

Your SIP domain is the address every device in your workspace connects to. You only need to create it once.

How to create a SIP domain

1. Open app.cuedesk.com
2. Navigate to Connectivity > SIP
3. Click Create domain
4. Enter a name for your domain, for example your company/workspace name
5. Click Create domain to confirm

Your domain name must be unique across all SIP domains, in the same way a website address is. Cue checks this in the background after you submit it, so it may take a moment to confirm. Once the domain is created, make a note of the full domain address shown in Cue. You will need to enter it on each phone.

How to set the default outbound number

1. Navigate to Connectivity > SIP
2. Open your domain's Domain settings
3. Under Default outbound number for devices, select the Phone number you want outbound calls to come from
4. Save your changes

All devices in the domain will use this number as their caller ID for outbound calls.

Step 2: Add a device

Each person who will use a desk phone needs their own device in Cue.

How to add a device for yourself

1. Click on the Settings cog in the bottom-left corner
2. Navigate to My devices
3. Click Add device
4. Enter a Device name
5. Enter a Username. This must be unique within your SIP domain, for example office.jane
6. A password will be pre-generated for you, but should you wish, you can enter a Password. It must contain at least one uppercase letter, one lowercase letter and numbers
7. Select your workspace's SIP domain
8. Select your preferred Outbound number
9. Click Add

A confirmation screen will show your device credentials.

Step 3: Configure your phone

Next, enter your device details on the phone so it can register with Cue. The exact menu names differ between phone models, but every phone needs the same settings.

Settings every phone needs

• SIP server: your full SIP domain address from Step 1
• Username and Register name (sometimes called Authorisation name or User ID): both set to your device username from Step 2. These must match exactly or the phone will fail to register
• Password: your device password from Step 2
• Transport: TLS
• Port: 5061
• RTP encryption (SRTP): set to Compulsory, not Optional
• Codecs: PCMU enabled and at the top of the list, followed by PCMA
• Outbound proxy server: disabled
• STUN / NAT traversal: disabled
  

Tips for a smooth setup

Every phone model is set up a little differently, so your manufacturer's documentation is the best guide to exact menu names. The tips below cover the details that most often make the difference between a phone that almost works and one that works.

Finding your phone's settings page

Most SIP phones are configured from a web page rather than on the handset itself. You can usually find your phone's IP address in its Status or Info menu. Type that address into a browser on a computer connected to the same network, then log in with the phone's admin credentials. If your browser shows a security warning, this is expected for a local device and you can continue.

Cordless (DECT) phones work slightly differently. The handset connects through a base station, so the settings page, IP address and account details all belong to the base station rather than the handset.

Saving your changes

Some phones don't keep your changes when you move to another page. Save or confirm each page before you move on, and check the values are still there if something isn't working.

Keeping names consistent

Phones often have several name fields, such as Register name, Username, Display name and Label. Setting all of them to your device username is the simplest way to avoid registration failures.

Assigning the account to calls

If your phone supports more than one account or line, use the first one for Cue. Make sure it is assigned to both incoming and outgoing calls, and set it as the default line for outbound calls.

Keeping the connection alive

If your phone lets you choose a keep-alive setting, set the type to Options with an interval of 30 seconds. If there is an RPort option, turn it on. These help your phone stay reachable for incoming calls.

Making encryption compulsory

This is the setting most likely to catch you out. On some phones, switching RTP encryption to Enabled only makes it optional. Inbound calls will work, but outbound calls will fail with Not accepted. If your phone has no Compulsory option in its settings page, you can usually set it by exporting the phone's configuration file, changing the encryption value for your account to compulsory, and importing the file again. Your manufacturer's documentation will list the exact setting name and value.

Checking your phone is registered

Most phones have a status page that shows whether each account is registered. Once your account shows as Registered, you're ready for the next step. If it shows a failure, see Troubleshooting below.

Step 4: Start receiving calls on your device

Once your phone is registered, turn on device routing in Cue so calls ring on your phone.

How to route calls to your device

1. Make sure you are a member of a team that your call flow routes calls to
2. Click your profile menu in the bottom-left corner
3. Set your status to Active
4. Turn on Route to device

Incoming calls will now ring on your phone. To take calls in the browser instead, turn off Route to device.

To test your setup, call your Phone number from a mobile phone and check that it rings on your device, then make an outbound call from your device to your mobile and check that your outbound number is shown.

Troubleshooting

Your phone shows "Register failed"

Check that Register name and Username on the phone are both exactly the same as your device username in Cue, and that the password is correct. If you have lost your password, set a new one from My devices and update the phone.

Outbound calls fail with "Not accepted"

RTP encryption (SRTP) is most likely set to optional rather than compulsory. See Making encryption compulsory above. Also check that an outbound number is set for your device or domain.

Inbound calls ring but drop as soon as you answer

Check that RTP encryption (SRTP) is on and that PCMU and PCMA are enabled at the top of your codec list.

Callers hear hold music but your phone doesn't ring

Check that your status is Active, Route to device is on, and you are in the team the call is being routed to. To confirm your Phone channel is working, turn off Route to device and check whether the call rings in your browser.

Frequently asked questions

Can calls ring on my desk phone and in the browser at the same time?

No. Calls ring in one place at a time. Use the Route to device toggle to switch between your phone and the browser.

Can I see my device password again later?

No. The password is only shown once, on the confirmation screen. You can set a new password from My devices at any time.

Where do I find our SIP domain address?

Workspace Owners can find it under Connectivity > SIP. If you are not a Workspace Owner, ask yours to share it with you.

Can several devices use the same SIP domain?

Yes. Your whole team can use one domain. Each person needs their own device with a unique username.

Which phones can I use?

Any SIP phone that supports TLS and SRTP encryption should work with the settings in