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11x connects to cloud phone systems such as Zoom Phone in both directions. Your phone system can send calls to a 11x agent, and the agent can live-transfer callers back to a queue or extension that only has a SIP address.

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Inbound: send calls to 11x

Your phone system sends the call straight to a SIP address that routes to one 11x agent. The call is handled like any other inbound call to that agent: same greeting, call record, and post-call steps. What the 11x team provides What we need from you
The caller’s number must be the user part of the SIP From address, in E.164 format (+14155550123) or as US digits (14155550123). A call whose From user isn’t a phone number, such as sip:[email protected], is rejected.

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Outbound: transfer calls to your team

11x can live-transfer a caller to a SIP address, such as a call queue in Zoom Phone. The caller stays on the line and is connected to the next available rep. Phone and SIP transfers behave the same for the caller. What we need from you
Some phone systems expose a queue’s SIP address only inside their own account. Confirm with your provider that the address accepts calls from an external SIP source before going live.
Configure the transfer. Open the agent in 11x and go to:
Save the transfer tool, then reference it by name in the agent’s prompt where it describes when to transfer:

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Test before going live

  1. The 11x team first tests each direction with a SIP softphone standing in for your phone system.
  2. Inbound: call through your IVR and confirm the 11x agent answers and the call record shows the caller’s number.
  3. Outbound: ask the agent for a person and confirm a rep in your queue answers, with the expected caller ID.
  4. Test a failed transfer (for example, with no reps available) and confirm the caller is handled as expected.
Use a real phone or SIP client for test calls. The Test button in 11x starts a browser call, which cannot place a SIP transfer.