Why it matters
Accounts settings allow your organisation to connect and manage external communication providers such as Twilio, Meta, or Whippy Phone. These settings control SIP domains, phone numbers, credential lists, extensions, and auto-provisioning for desk phones. Keeping them configured correctly ensures reliable call routing, message delivery, and device setup.
Key Concepts
Provider Accounts: External service accounts (e.g., Twilio, Meta, Whippy Phone) connected to your organisation.
SIP Domains: Domains used for SIP-based calling infrastructure.
Credential Lists: Authentication sets for SIP users and devices.
Credential Attachments: Links between SIP domains and credential lists.
SIP Users: Users configured for voice calling using SIP credentials.
SIP Extensions: Numbers or keys assigned for advanced call handling.
Provider Phones: Phone numbers purchased or added to a provider account.
Auto-Provisioning: Automatically configuring physical SIP devices using a generated URL.
Step-by-Step: Manage Account Settings
Open Accounts Settings
Go to Settings → Organisation Settings → Accounts.
You will see a list of provider accounts connected to your organisation.
Provider Accounts
Create a provider account
Click Create provider account.
Enter a name and click Create account.
Open account settings
Click the three vertical dots beside a provider account.
Choose Account settings to configure that provider.
Update provider account details
Use the Update account option in the actions menu if needed.
SIP Domains
View and manage SIP domains
Open the Domains tab inside a provider account.
To add a domain, click Add SIP domain.
Create a SIP domain
Enter a domain name.
Enter a domain prefix (Whippy will show the final domain structure).
Click Create domain.
Edit or delete a domain
Use the actions menu to edit the name or delete the domain.
Hover over a domain to copy it.
Credential Lists
Add a credential list
Go to Credential Lists and click Add credential list.
Enter a name and click Create list.
Edit or delete credential lists
Use the actions menu to update a name or remove a list.
Credential Attachments
Create a credential attachment
Go to Credential Attachments and click Add credential attachment.
Select a SIP domain.
Select a credential list.
Click Create attachment.
Edit or remove attachments
Use the actions menu to delete or update attachments as needed.
SIP Users
Add a SIP user
Click Add SIP user.
Enter:
Username
Password
Credential list
Channel
User from your organisation
Click Create user.
View or update SIP users
Hover to copy the domain or password.
Use the eye icon to reveal the password.
Use the actions menu to update the password or delete the SIP user.
SIP Extensions
Add an SIP extension
Go to Extensions and click Add SIP extension.
Complete the fields:
Extension
Label
Subtype (blind transfer or start new call)
Scope (provider account or user)
Type (memory key)
Target (phone number, channel, agent, SIP user, team, or queue)
Owner
Click Create extension.
Manage existing extensions
Edit or delete extensions via the actions menu.
Auto-Provisioning
Generate auto-provision URLs
Go to the Auto-Provision tab.
Select a User.
Select a Provision type (Polycom, Fanvil, Yealink).
Click Generate auto-provision URL.
Use the generated URL
Provide this URL to configure SIP desk phones automatically.
Provider Phones
View provider phones
Open the Phones tab to see all phone numbers associated with the provider account.
Columns include:
Phone number
Setup type (bought or added manually)
Phone number SID
Capabilities (SMS, MMS, Voice)
Hosted flag
Actions menu
Add a provider phone
Click Add provider phone.
Choose Buy new number or Add manually.
When buying:
Search by area code
Select a number
When adding manually:
Enter the phone number
Add the phone number SID
Select capabilities
Indicate if the number is hosted only
Click Create provider phone.
Edit or update provider phones
Use the actions menu to update manually added numbers.
Edit phone number SID, capabilities, or hosting details.
Tips and Best Practices
Use descriptive names for provider accounts and domains to keep configurations clear.
Only users with proper permissions should manage SIP users, domains, and extensions.
When adding manually hosted numbers, confirm SID and capabilities with your provider.
Auto-provision phones using the generated URL instead of configuring devices manually.
Regularly review provider accounts to remove unused domains, lists, or extensions.
Avoid modifying SIP settings unless you fully understand the calling infrastructure.
Troubleshooting
Issue | Possible Cause | Fix |
Calls not routing correctly | SIP domain or credential list misconfigured | Review credential attachments and SIP user settings. |
Device not provisioning | Incorrect provision type or URL | Regenerate URL with the correct user and device type. |
Phone number not working | Incorrect SID or missing capabilities | Verify details with your provider or edit the manual entry. |
Cannot delete a role or item | Item currently in use | Update dependencies before deleting. |
SIP password not visible | Hidden by default | Hover to copy or use the eye icon to reveal it. |