Hybrid SIP Trunks - hold, transfer, recording, features and pricing
Hybrid SIP trunks add hold, transfer (with SIP REFER support), call recording, AI transcription and Call Insights, a WebRTC browser webphone, internal calling, call parks and queues to a SIP trunk, for $5 per trunk per month. Use a Hybrid trunk with your own PBX, or on its own as a small cloud phone system.
Full product page: https://crazytel.com.au/hybrid-sip-trunks/
Two ways to use a Hybrid trunk
- With your own PBX - keep your on-site or hosted PBX (3CX, FreePBX, Asterisk and so on). Hybrid adds trunk-level features on top: call recording, AI transcription and Call Insights, real-time stats, staff logins and more.
- As a cloud PBX - no PBX needed. Use Hybrid for hold, transfer, parks, queues, softphones and desk phones without a separate platform.
Built-in features
| Feature | What it does |
|---|---|
| Hold and transfer | Put callers on hold (with music on hold) and transfer them, blind or attended, like a desk phone system. |
| Internal calling | Extension-to-extension calling between Hybrid trunks, PBX-style. |
| Call parks | Park a call and pick it up from another extension. |
| Integrated queues | Queue callers on the trunk without a separate call-centre system. Queue wallboards show queue depth and wait times. |
| BLF (Busy Lamp Field) | Phone keys that show who is free, ringing or on a call. |
| Call forwarding and SIP REFER | Always, busy and no-answer forwarding to a mobile, another Hybrid trunk or an extension. Built-in SIP REFER support for transfer-style call control. |
| Call recording | Turn recording on or off per Hybrid trunk. Play and download recordings in the Crazytel portal or by API. |
| AI transcription and Call Insights | Transcripts with caller and callee labelled, call tone (sentiment), staff-by-tone ranking, topics, intents and call summaries. Available in the portal and by API. Needs call recording on. |
| Encrypted calls (SRTP and TLS) | SRTP call encryption for inbound and outbound calls, with SIP over TLS on port 5061. WebRTC calls use DTLS-SRTP. See SRTP call encryption. |
| Webphone (WebRTC) | Make and take calls in the browser with Crazytel's built-in webphone, or connect third-party WebRTC softphones and apps. Includes browser push notifications for inbound calls. See WebRTC credentials below. |
| Calls by URI | Optionally accept inbound calls sent straight to the trunk's SIP address, without one of your phone numbers. See Accept incoming calls by URI below. |
| Staff logins | Individual logins per Hybrid trunk, with permissions you control. Staff sign in at MyAccount with their Hybrid username (for example 482019@hybrid) to use the webphone and view their stats and recordings. |
| Real-time monitoring | Live calls, parked calls, answered and missed stats, talk time, Do Not Disturb status, presence (available, ringing, on a call) and fleet health for registration or config issues. |
| Grandstream auto-provisioning | One-click setup for Grandstream GRP handsets. Accounts, BLF keys, parks and line settings are pushed to the phone. |
| LDAP Phonebook | Shared company directory for desk phones. Staff search names on the handset and dial from the result. Server ldap.crazytel.net.au, port 636 (LDAPS). |
| Webhooks | Send call, recording and registration events to Slack, Discord, Microsoft Teams, Google Chat or your own HTTPS server, signed with HMAC-SHA256. See Hybrid SIP Trunk webhooks. |
| CrazyPhone mobile | Crazytel's free CrazyPhone app for Android and iOS connects to a Hybrid trunk, with push notifications for inbound calls. |
| Premium Features | Works with all Voice Suite Premium Features (voicemail, ring groups, IVR, time conditions, announcements and more) from $1/month each. See https://crazytel.com.au/voice/. |
WebRTC credentials and calls by URI
Each Hybrid trunk has its own WebRTC password (separate from the SIP password), connects over wss://hybrid.sip.crazytel.net.au:8443 with TURN at turn.crazytel.net, and can optionally accept inbound calls at your-username@ring.hybrid.crazytel.net. Step-by-step setup: Hybrid SIP Trunks - WebRTC credentials and calls by SIP URI.
Connection details
- Register Hybrid SIP trunks to
hybrid.sip.crazytel.net.au. Always use the hostname, not an IP address. - WebRTC / WebSocket softphones connect to
wss://hybrid.sip.crazytel.net.au:8443, with TURN relay atturn.crazytel.net(3478 UDP, 5349 TLS). - Inbound calls by URI go to
your-username@ring.hybrid.crazytel.netonce Allow incoming calls by URI is on. - SIP ports: 5060 (UDP/TCP), TLS 5061, and 25160 (UDP/TCP), which helps on 4G/5G connections.
- The full, current list is on the MyAccount Network Overview page under Help Center.
CrazyPhone desktop and softphones
CrazyPhone on Hybrid is mobile only (Android and iOS). The CrazyPhone desktop app for Windows and Mac needs a CrazyPBX extension. On a Hybrid trunk you can use the built-in browser webphone or a third-party desktop softphone instead.
Pricing
All prices are retail AUD including GST.
| Charge | Price | Notes |
|---|---|---|
| Hybrid SIP trunk fee | $5.00 per trunk per month | Same on every SIP Trunk plan. Charged on top of your plan's call rates. |
| Standard SIP trunk fee (for comparison) | 50c per trunk per month | Standard trunks only. |
| Call recording (capture) | Free | No per-minute or per-call fee. |
| Recording storage | $1.00 per GB per month | Pro-rata by day while files are kept. Deleting credits unused storage for the rest of that month. |
| Transcription | $0.025 per transcribed minute | Optional. Needs call recording. |
| Call Insights - input | $0.50 per 1M tokens | Optional. Needs transcription. |
| Call Insights - output | $1.00 per 1M tokens | Only enabled insight features are billed. |
| Entity Detection | Not billed | No charge in the current release. |
How Hybrid billing works
- The $5 Hybrid fee is charged pro-rata when the trunk is created, then monthly.
- Deleting a Hybrid trunk stops future Hybrid billing. There is no pro-rata credit for the rest of the current period.
- Your SIP Trunk plan (PAYG, Unhinged, Crackers, Crazy 5) still sets call rates and outbound channels.
- Example: Unhinged plus Hybrid is $25.00/month for that trunk ($20 Unhinged + $5 Hybrid). Three Hybrid trunks on any plan are $15.00/month in Hybrid fees plus plan rates.
- On PAYG, the minimum monthly spend is $5.00 per Hybrid trunk enabled, and outbound lines are capped at 20 account-wide.
- AI features only bill after you turn them on and they run. Turning a feature off stops new usage; existing recordings stay until deleted or they expire under your retention setting.
Plan prices and inclusions: https://crazytel.com.au/hybrid-sip-trunks/ and https://crazytel.com.au/business/siptrunks/.
Standard SIP, Hybrid or CrazyPBX?
- Standard SIP Trunk - best for simple make-and-receive calling, or when your own PBX handles transfers and extensions.
- Hybrid SIP Trunk - best when you want SIP plus hold, transfer, internal calling, WebRTC, recording and Call Insights, with or without your own PBX.
- CrazyPBX - Crazytel's full hosted phone system with managed staff extensions and the CrazyPhone desktop app.
| Capability | Standard SIP | Hybrid SIP | CrazyPBX |
|---|---|---|---|
| Use with your own PBX | Yes | Yes | No |
| Run as a cloud / hosted PBX | No | Yes | Yes |
| Hold, transfer and internal dialling | No | Yes | Yes |
| Call parking | No | Yes | Yes |
| Queues | No | Yes | Yes |
| Queue wallboards | No | Yes | No |
| BLF | No | Yes | Yes |
| Grandstream auto-provisioning | No | Yes | No |
| Real-time monitoring, presence and DND | No | Yes | No |
| Call recording | No | Yes | Yes |
| AI transcription and Call Insights | No | Yes | Limited |
| Webhooks | No | Yes | No |
| WebRTC browser webphone | No | Yes | No |
| Staff logins and permissions | No | Yes | No |
| LDAP Phonebook | No | Yes | No |
| Call forwarding and SIP REFER | Limited | Yes | No |
| CrazyPhone softphone | Limited | Yes | Yes |
| Music on hold | No | Yes | Yes |
"Limited" means a narrower or related capability only: for example divert-on-down on Standard SIP, voicemail SMS transcription on CrazyPBX, or CrazyPhone desktop not being available on SIP trunks. Voice Suite add-ons are not counted as native Standard SIP features. Standard SIP trunks have no trunk-level call recording; use the Recording Box Premium Feature instead.
Common questions
Does Hybrid support SIP REFER?
Yes. Hybrid SIP trunks have built-in SIP REFER support for transfer-style call control and call handling workflows. Standard SIP trunks have limited forwarding and REFER support, and CrazyPBX does not offer it. For detailed SIP signalling questions, such as which Refer-To URI formats are accepted, test against your trunk and contact helpdesk@crazytel.com.au or 1800 272 998.
Does Hybrid support SRTP and TLS?
Yes. Register the trunk to hybrid.sip.crazytel.net.au over TLS on port 5061 and turn on SRTP in your PBX. Standard SIP trunks do not support SRTP. Setup and inbound troubleshooting: SRTP call encryption.
Do I need Hybrid for voicemail, IVR or ring groups?
No. Voice Suite Premium Features attach to any Crazytel number on a standard or Hybrid trunk for $1/month each.
Is the $5 fee the same on every plan?
Yes. Every Hybrid trunk is $5.00 per month on any SIP Trunk plan, plus that plan's call rates.
Do I pay to record calls?
No per-minute recording fee. You only pay $1.00 per GB per month for stored audio.
Need help?
Email helpdesk@crazytel.com.au or call 1800 272 998.