Calls that already live on a PBX or with a VoIP provider do not have to move. A registration works the other way round from a phone number: polite.ai registers with the existing system as an endpoint, the provider sends calls to it, and the agent answers. Nothing changes at the carrier.
Registrations live on the Connections screen, which lists each one with its SIP user, label, and a live state badge. A pulsing registered means the endpoint is currently live with the provider.
Add a registration
From the dashboard sidebar, choose Connections, then Add registration.
Three fields are required: Registrar (the provider's signalling address as host:port; the port defaults to 5061 for tls, 5060 otherwise), Username, and Password. An optional Name labels the endpoint; Auth username defaults to the username.
New registrations activate immediately. Watch the badge turn registered. Then point the registration at a team so calls to that extension are answered.
The options, explained
| Option | What it does |
|---|---|
| Transport | tls (default), tcp or udp. The default registrar port follows the choice. |
| Send REGISTER | Keeps the endpoint registered with the provider. On by default. |
| Bridged transfer | Keeps call media bridged through polite.ai for the final hop of a transfer. Worth enabling if transfers drop; some providers do not handle SIP REFER reliably. |
| Allow outbound calling | Lets agents place outbound calls through this registration. |
| Register proxy | Optional outbound proxy, as host:port. |
| Realm | Optional SIP authentication realm. |
| Keepalive ping | Seconds between keepalive pings (default 30). |
Copy config copies the whole registration as a shareable JSON snippet. The password is never included. Pasted into the Advanced options (JSON) panel of a new registration, it recreates the endpoint elsewhere.
Pause or remove a registration
Disable stops the endpoint registering; Enable brings it back. Delete only appears while a registration is disabled. This prevents a live connection from being dropped by accident.
If it will not register
Opening the registration shows any error text the provider returned. It usually names the problem. Check that the registrar host and port match the transport (tls providers usually listen on 5061, tcp/udp on 5060); the credentials are exactly as the provider gives them, including any separate Auth username or Realm; and Send REGISTER is on. On edit, a blank password field keeps the existing password. If it still will not register, contact support with the provider's name and the error text.