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Talkdesk Phone™ uses office phones and Session Initiation Protocol (SIP) devices to allow an easy integration with existing telephony deployments. This article contains information about supported models and brands, and also instructions on how admins can properly configure those devices.

Note: To add devices to your account and assign them to users, please follow the instructions on the Devices page.

 

In this article, you will find information about: 

• Recommended SIP Devices
• Configuring your SIP Device
• Configuring a Yealink Device
• Configuring a Poly Device
• Network Requirements: Firewall Configurations
• Security Requirements
• FAQ
  • How can I upgrade a Polycom device's firmware?
  • How can I factory reset a Polycom device?
  • Why is my device still connected to the previous UC provider after a factory reset?
  • How do I access the web interface to configure and manage my SIP device?
  • Why is my device unable to resolve the configured server address?
  • How can I manually configure my SIP device?
  • How can I manually configure a 3rd party SIP softphone like Linphone?

 

 

Recommended SIP Devices

Talkdesk Phone can support most SIP devices or SIP softphone applications in the market, as long as they allow generic SIP configurations and support security protocols.

You can reuse your existing devices and quickly move your Unified Communications (UC) solution to Talkdesk. Keep in mind that Talkdesk is not responsible for configuring or troubleshooting 3rd party devices, nor can guarantee that they will work partially or in full.

We recommend the use of models and brands that have been certified with our platform and that we can help troubleshoot for problems. 

Note: Talkdesk does not support devices that have been End-of-Life (EOL) by their manufacturer. One example is the Polycom SoundPoint IP which was EOL on Dec 31st, 2019.

It’s important to ensure that your device is cleaned up before connecting to Talkdesk. The best way to do this is to perform a factory reset, ensuring all the previous configurations are deleted.

 

Configuring your SIP Device

To configure any SIP device to use Talkdesk Phone, follow the instructions below.

Note: The Server Address will depend on your account region and account name. To find your region and account name,  check your workspace’s URL:

• https://<accountname>.mytalkdesk.com - US region.
• https://<accountname>.mytalkdesk.eu - Europe region.

To configure Yealink and Poly devices, consult the examples below.

 

Configuring a Yealink Device

Before starting, please ensure your device has the latest firmware. For more information, check this Yealink support page. We also recommend that you factory reset your device before configuring it to connect to Talkdesk. To do so, follow these steps from the Yealink support page.

To configure a Yealink device, follow these steps:

1. Download the reference configuration file for Yealinks at the end of this article.
2. Replace the following placeholders by the values shown in Configuring your SIP device.
   1. {account_name}: Get it from your workspace URL: https://<accountname>.mytalkdesk.com
   2. {sip_user}: Check SIP User on Configuring your SIP device
   3. {sip_password}: Check SIP Password on Configuring your SIP device
   4. {user_extension}: The user’s extension or another label to identify the line
   5. {sbc_address}: Check Server Address on Configuring your SIP device
3. Save the file with your changes.
4. To get the phone’s IP address, press the “OK” button located on the phone.
5. Enter the IP address on your preferred browser.
   1. Check these extra steps if you need help.
6. Enter the login credentials. If these weren’t changed, the default credentials are Username: admin; Password: admin.

7. Login and head to Settings tab and select the separator Configuration on the left
   1. CFG Configuration > Import CFG Configuration File
      1. Press Browse…
      2. Select the configuration file you saved before.
      3. Click Import and confirm the action (the SIP device may reboot itself).

 

8. Your SIP device should now be registered and fully functional. You can confirm by calling voicemail using the hard button or by dialing *98.

 

Configuring a Poly Device

Before starting the process, please follow these steps to ensure you have the latest firmware for your device.

We also recommend to factory resetting your device before connecting to Talkdesk. To do so, follow these steps.

To configure a Poly device, do the following:

1. Download the reference configuration file for Polycoms at the end of this article.
2. Replace the following placeholders by the values presented on Configuring your SIP device.
   1. {account_name}: Get it from your workspace URL: https://<accountname>.mytalkdesk.com
   2. {sip_user}: Confirm SIP User in Configuring your SIP device.
   3. {sip_password} - Check SIP Password on Configuring your SIP device.
   4. {user_extension}:  The user’s extension or another label to identify the line
   5. {sbc_address}: Check Server Address on Configuring your SIP device.
3. Save the file with your changes.
4. Turn on the device and ensure the Phone and PC are on the same network.
5. Enter the device's IP address into your preferred web browser.
   1. To display the phone's IP address, press Menu > Settings > Status > Network > TCP/IP Parameters.
   2. Check these extra steps in case you need help.
6. Enter the admin login credentials.
7. Under Utilities > Import & Export Configuration:
   1. Press Choose file.
   2. Select the configuration file you saved before.
   3. Click Import (the SIP device may reboot itself).

 

8. Your SIP device should now be registered and fully functional. You can confirm by calling voicemail using the hard button or by dialing *98.

 

Network Requirements: Firewall Configurations

Communications with SIP devices may require some firewall configurations when used inside company networks with more restricted settings.

For these devices to work properly, you need to allow the following IPs and ports on your network.

Note: Please use the settings based on the region your account is created in. To find your region, verify your workspace’s URL:

• https://<account_name>.mytalkdesk.com - US region.
• https://<account_name>.mytalkdesk.eu - Europe region.

Learn more on Talkdesk IPs Allowlist.

Security Requirements

For your SIP device to connect to Talkdesk, it must support the following security protocols:

• SIP over TLS using TLS1.2 with these ciphers
  • TLS_ecdhe_rsa_with_aes_256_cbc_sha384
  • TLS_ecdhe_rsa_with_aes_128_cbc_sha
  • TLS_rsa_with_aes_128_cbc_sha
• SRTP negotiated with ciphers:
  • AES_CM_128_HMAC_SHA1_80
  • AES_CM_128_HMAC_SHA1_32

 

FAQ:

How can I upgrade a Polycom device’s firmware?

1. Turn on the device and ensure that Phone and PC are on the same network.
2. Enter the device's IP address into your preferred web browser.
   1. To display the phone's IP address, press Menu > Settings > Status > Network > TCP/IP Parameters.
   2. Check these extra steps in case you need help.
3. Login as Admin and enter the password.
4. Under Utilities > Software Upgrade:
   1. Set the Server Type as Poly Hosted Server.
   2. Press Check for updates.
   3. Compare the current version with the available versions on dropdown. If a more recent version is available, you can install it by selecting it and clicking the Install button.

How can I factory reset a Polycom device?

1. Turn on the device and ensure the Phone and PC are on the same network.
2. Enter the device's IP address into your preferred web browser.
   1. To display the phone's IP address, press Menu > Settings > Status > Network > TCP/IP Parameters.
3. Under Utilities > Phone Backup & Restore:
   1. Expand the Global Settings section.
   2. Press Restore and confirm the action.
4. The device will reboot and then ask to define a new administrator password. The default password is 456.

 

Why is my device still connected to the previous UC provider after a factory reset?

If after a factory reset the phone is still getting automatically configured with your old configurations, it means that your previous provider is still pushing configurations. In this case, contact your previous UC provider and ask for your devices to be removed before proceeding.

 

How do I access the web interface to configure and manage my SIP device?

SIP devices typically offer multiple configuration mechanisms. One of them is the option to access a web page directly provided by the device.

To access these pages, follow these steps:

1. Power on the device and ensure the Phone and PC are on the same network.
2. Find your device IP address by navigating the menus on your phone. Typically, this can be found under the Settings menu, under Networking details. If you can’t find it, check the device manual or search the Internet on how to check the IP address for that specific brand/model.
3. Enter the IP address on your preferred browser (Example: 192.168.1.101). If you are not presented with a login screen, try the following steps:
   1. Add https:// before the IP and press enter again (example: https://192.168.1.101).
   2. If a screen appears informing that the page is not secure, accept the exception and proceed. You can see below the example for Chrome browser:
      3. In this case, press Advanced and then Proceed to <your IP> (unsafe).

 

Why is my device unable to resolve the configured server address? 

The recommended configurations provided ensure that the device will always connect to the best possible endpoint with failover support. For it to work, the device needs to support NAPTR+SRV queries (which is broadly supported by all major brands) and it will discover the appropriate IPs and ports to connect to.

In case this is not supported, the following settings can be used but failover will not be supported:

 

 

How can I manually configure my SIP device?

Talkdesk does not provide support for configuring SIP devices. To facilitate configuration for other devices, we provide here an example on how to configure a Yealink device manually, which can also help you configuring other devices.

Before starting the process, please ensure you have the latest firmware for your device. We also recommend that the device is factory reset before configuring it to connect to Talkdesk. To configure a Yealink device, follow these steps:

1. To get the IP address of the phone, press the ‘OK’ button.
2. Enter the IP address on your preferred browser:
   1. Check these extra steps in case you need help.
3. Enter the login credentials. If not changed, the default credentials are admin/admin.
4. Login and go to the Account tab.
5. Under Account > Register, configure the following fields accordingly:
   1. Line active: Enabled.
   2. Label: Can be the user extension. It will be only seen on Phone LCD to identify that line.
   3. Display Name: Should be set as the user extension.
   4. Register name: Must be set with the “SIP User” value. See Configuring your SIP device for reference. Example: user_123xyz.
   5. Username: Must be set with the “Authentication name” value. See Configuring your SIP device for reference. Example: user_123xyz@myaccount.uc.talkdesk.com.
   6. Password: Must be set with the “SIP Password” value. See Configuring your SIP device for reference.
   7. Server Host: Must be set with the “Server address” value. See Configuring your SIP device for reference.
   8. Transport: TLS.
   9. Port: 0.
   10. Press Confirm.
6. Under Account > Codec, configure the following codes as shown in the picture below:
   1. Use left/right arrows to select the codecs below as Enable Codecs.
   2. Use up/down arrows to order the Enable codecs with the order below:
      1. Opus.
      2. PCMU.
      3. PCMA.
   3. Press Confirm.
7. Under Account > Advanced, configure the following settings:
   1. DTMF Type - RFC2833.
   2. Subscribe for MWI - Disabled.
   3. Voicemail - *98.
   4. RTP Encryption - Compulsory.
   5. Press Confirm.

 

Your SIP device should now be registered and fully functional.

 

How can I manually configure a 3rd party SIP softphone like Linphone?

Talkdesk does not provide support to configure SIP softphones, as we recommend the desktop version of Talkdesk Phone. But here is an example on how to configure the Linphone application manually.

Note: The softphone application must support TLS to connect to the Talkdsek Phone system. As an example, the free version of Zoiper does not support TLS and so it’s not possible to connect it to Talkdesk Phone.

1. Download and install the application from https://www.linphone.org/
2. Open the application and go to Preferences.
3. Under SIP accounts tab > Proxy accounts section, press Add account and configure the following settings:
   1. SIP address: Must be set with the “Authentication name” value. See Configuring your SIP device for reference.
      Example: sip:user_123xyz@myaccount.uc.talkdesk.com
   2. SIP Server address: Must be set with the “Server address” value. Because Linphone does not support NAPTR, TLS addresses need to be used. See this FAQ for reference.
      Example: <sip:sbc2.us-west-2.cpaas.talkdeskapp.com:5059;transport=tls>.
   3. Registration duration (sec): 600.
   4. Transport: TLS.
   5. Route: Must be set with the “Server address” value. Because Linphone does not support NAPTR, TLS addresses need to be used. See this FAQ for reference.
      Example: sip:sbc2.us-west-2.cpaas.talkdeskapp.com:5059;transport=tls.
   6. Register: Enabled.
   7. Publish presence information: Disabled.
   8. Enable AVPF: Enabled.
   9. Enable ICE: Disabled.
   10. Press Confirm.
       
       
       
4. Under Audio tab > Audio Codecs section, enable only the following codecs and drag and drop them in this order:
   1. Opus.
   2. PCMU.
   3. PCMA
      
5. Under the Video tab, disable all video codecs.
6. Under the Calls and Chat tab, configure the following settings:
   1. Encryption: SRTP.
   2. Encryption is mandatory: Enabled.
7. Under Network tab, configure the following settings:
   1. DTMF send method: RFC 2833
8. Press OK.
9. A login pop up should appear asking for your user credentials, that should be filled with the following settings:
   1. User ID: Not needed.
   2. Password: Must be set with the “SIP Password” value. See Configuring your SIP device for reference.
   3. Press OK.

Linphone should now be registered and fully functional. Note that Linphone has a default Linphone account selected. You may need to go to the top left and click on the account to select the Talkdesk Phone account.