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The common use is a phone ticket: a user’s desk phone does not ring, will not register, or cannot call out. The agent checks the user and their extension in the client’s OnSIP account, reads whether a phone or app is registered for them and from where, finds the phone’s model and MAC address, reads how their recent calls ended, and checks the account’s status and prepaid balance.
Automatically enabled when you configure OnSIP permissions in your agent workflow. OnSIP is connected per client, so the agent calls the OnSIP account of the ticket’s company.

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What it does

  • Read the account’s status, prepaid balance and invoices, and its organizations (SIP domains)
  • Find users, and add, change and remove them; email a user OnSIP’s password reset link
  • Read and change extensions: do not disturb, ring time, failover, aliases and forwarding
  • Read, add, change and remove ring groups; read, add and remove voicemail boxes; read queues, attendant menus and time switches
  • Read phones with their model, MAC address and lines, the SIP registrations of each user, and E911 locations
  • Ring a user’s phone as a test call
  • Read phone numbers and where each rings, and point a number elsewhere
  • Read call and session records with how each call ended, and queue reports
Neo signs in to OnSIP with the client’s admin user and keeps the session between runs. Passwords, phone encryption keys and session ids reach the agent as [removed by Neo].

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Permission groups

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Access profiles

Every group Read Only.
Users, extensions, phones and numbers Read / Write with approval; the rest Read Only.
Every group Read / Write; account, domain and admin role changes ask a technician.
Every group Read / Write with no approval, apart from the changes that always ask.

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Always asks a technician

Adding credit, auto recharge, adding an account or an organization, moving a domain or turning its authentication on or off, a new webhook subscription, ordering or deleting a phone number, a change to a user’s contact details (their email is where OnSIP sends password resets), and any change that sets a password, such as a new user.