Logo
|

Works with your existing phone system

Two ways to connect HeyUp without changing your number or your carrier: forward your calls to our lines and SIP extensions, or add HeyUp as a SIP extension on your IP-PBX or hosted PBX. This page is written for your installer or IT team.

Two ways to connect

Pick the one that fits what you already have

No switchboard, or one you want to retire: forward your calls. An IP-PBX or hosted PBX you are keeping: HeyUp becomes one more extension. Anything else: we look at your setup.

1. Forwarding + HeyUp extensions

Your number is forwarded to HeyUp. We provide the SIP accounts and, if needed, pre-configured VoIP phones the agent transfers calls to.

2. HeyUp as a SIP extension

HeyUp registers as an extension on your IP-PBX or hosted PBX. Your PBX keeps control of routing, and the agent transfers to your internal extensions.

3. Everything else

SIP trunk, unusual setups, deployment on your own infrastructure: contact us and we will look at your installation.

Option 1

Forward to HeyUp, with SIP accounts and phones provided

Your customers keep calling the number they know. Your carrier forwards it to a dedicated HeyUp number, where the agent answers. For transfers to your team, we provide the SIP accounts and, if needed, pre-configured VoIP phones. Nothing is ported: your number stays with your carrier, and removing the forward is all it takes to go back.

Today, calls go through your carrier or switchboard to your phones. With forwarding, your setup is unplugged: your number is forwarded to HeyUp, which answers and transfers to the HeyUp phones provided.With HeyUpCarrierIP-PBX · hosted PBXExtension 1Extension 2Extension 3Your setup, unpluggedforwardingHeyUpHeyUp phoneHeyUp phoneOutside line

Getting started

  1. 1We assign your agent a dedicated HeyUp number (a geographic number, with your preferred area code when available; company registration, ID of the legal representative and proof of address required).
  2. 2We ship pre-configured phones (desk or DECT cordless), and open SIP accounts on request for your own devices.
  3. 3You call the agent on its direct number to check its answers and its transfers.
  4. 4You set up an unconditional forward from your number to the HeyUp number. To go back, simply cancel it.

Forwarding is set up on the line's carrier side: a forwarding code on a landline (often **21*number#, ##21# to cancel), the customer area of your internet box or hosted PBX, or a forwarding rule on an IP-PBX's inbound line. Any line that can forward works: analogue, digital, VoIP box, IP-PBX, mobile.

At a glance
Number
Dedicated HeyUp number; your public number does not change
Porting
None: your number stays with your carrier
Forwarding
Unconditional, from any line that supports it
SIP accounts
Opened on request, one per device
Phones
Pre-configured Yealink desk and DECT phones, or your own SIP phones and softphones

Option 2

HeyUp as a SIP extension on your IP-PBX or hosted PBX

You keep your PBX, your numbers, your phones and your rules. HeyUp registers as one more SIP extension, just like a desk phone, and your PBX rings it whenever you decide. Works with most IP-PBX and hosted PBX systems: all it takes is support for a generic SIP extension.

Today, calls go through your IP-PBX or hosted PBX to your phones. HeyUp joins it as one more SIP extension and transfers calls to your other extensions.With HeyUpCarrierIP-PBX · hosted PBXExtension 1Extension 2Extension 3SIP extensionHeyUptransfers to your extensionsOutside line

Getting started

  1. 1Create a generic SIP extension (for instance "AI reception") on your IP-PBX or in your hosted PBX console.
  2. 2Send us its registration details. HeyUp registers the way a phone would.
  3. 3Ring that extension wherever you want: main number, reception ring group, overflow or after-hours.
  4. 4List in HeyUp the internal extensions and groups the agent may transfer to, and when.

When to ring it

  • First: the agent answers every call to the main number and routes each one.
  • Overflow: it takes the calls when reception is busy or does not answer.
  • After hours: it takes over at lunchtime, in the evening and at weekends.
  • On a dedicated number: a DID (customer service, bookings) rings its extension directly.
Technical sheet
To create
A generic SIP extension (third-party SIP account) on your IP-PBX or hosted PBX
To send us
Registrar or domain, port, transport, username, password
Protocol
SIP (RFC 3261), registration with digest authentication
Transport
UDP, TCP or TLS
Codecs
G.711 A-law and µ-law
DTMF
RFC 4733 (RFC 2833)
Concurrent calls
As many as your PBX allows on the extension
Transfers
To your internal extensions and groups, by number
Reachability
Registrar reachable from the internet: hosted PBX, exposed IP-PBX or behind an SBC

Transfers

Where the agent sends calls

In both modes, the agent only transfers to people, extensions and groups you have declared, during the hours you have set.

With forwarding

To your colleagues' HeyUp extensions, a shared extension ("Reception") or their mobile. Your routing and fallback rules can also point to a SIP address on your existing switchboard.

With a SIP extension on your PBX

To your internal extensions and groups, by extension number. The call never leaves your PBX: your queues, your forwards and your call logs stay the same.

Everything else

Your setup doesn't fit either box?

These two modes cover most installations. For the rest, our engineers look at yours with your installer.

SIP trunk

Your IP-PBX or your carrier exchanges calls with HeyUp over a SIP trunk. The parameters are agreed with our engineers.

On-premise deployment

For organisations that want to keep voice and data on their own infrastructure.

Older switchboard, line without forwarding

A switchboard that can neither forward a call nor host a SIP extension: we work out together where the calls can go through.

Other setups

Several sites, several carriers, special numbers, security constraints: tell us about your installation.

Installers

Your installer's questions

Does the number need to be ported?

No. With forwarding, the number stays with your carrier and is forwarded to HeyUp. With a SIP extension, nothing changes on the carrier's side. Either way, going back takes a few minutes.

Which phones can be used?

We provide pre-configured Yealink phones, desk or cordless (DECT). For your own SIP phones or a softphone, we open SIP accounts on request, one per device.

Can people call out from HeyUp extensions?

Yes, once enabled: the number shown is yours, and allowed destinations are limited by country. Emergency numbers cannot be dialled from these extensions: keep a landline or a mobile for emergencies.

What if the agent does not answer?

There is a technical fallback: if the agent fails to start, or stops hearing the caller for 8 seconds, the call moves to the fallback list you have defined (extensions, mobiles). You can also set time slots where your team answers first.

Are calls recorded?

It is a company setting: inbound calls, transfers and outbound calls can each be switched on separately. By default, inbound calls and transfers are recorded, outbound calls are not.

What comes next

What the agent does with your calls

Once the phone system is connected, it all comes down to routing the calls.

Switchboard & call routing

Understand the request, pick the right person, take a message when nobody is available.

Transfers (human or agent)

Announced or direct transfers, with the request summarised to your colleague before they pick up.

Stop Missing Calls

Let HeyUp answer for you.

Call the assistant
HeyUp Logo

Never miss a call again. HeyUp answers 100% of your calls, 24/7. AI-powered phone answering that converts calls into customers.

Ready to get started?

Try HeyUp Free →

© 2026 TWISTEAM SARL S. All rights reserved.

LinkedIn