How can we help?

Note: Available in Preview for select customers only.

We've enabled the integration of Session Initiation Protocol (SIP) endpoints to provide flexible communication options across an organization. Administrators can register and manage both physical hardware and virtual softphone applications through a centralized interface. By generating unique authentication credentials, administrators ensure that every device is securely connected to the Talkdesk infrastructure.

Goal

The objective of this guide is to provide the necessary procedures for provisioning and configuring SIP devices within the Talkdesk Workspace. This includes defining operational modes, creating unique device profiles, and completing the registration process for standard softphone applications to ensure reliable media anchoring and call control.

Table of Contents

• Using SIP Devices
  • Operational Modes
• Creating a SIP Device
• Configuring SIP Device Assignments
  • Assigning a Device to a User
  • Assigning a Device to a Site
• Configuring SIP Device Registration Settings
  • Linphone Setup
  • Zoiper 5 Setup
     

Using SIP Devices

SIP devices are physical hardware phones or virtual softphone applications that connect to the Talkdesk infrastructure to handle voice media while maintaining digital call control.

Operational Modes

SIP devices are configured in one of three primary modes:

• User (Companion Mode): Pairs a device with a user's Conversations application. Call controls remain within the application while the media is anchored on the physical SIP device.
• Site (Common Area): Assigns "common area" devices to a specific Site. These devices maintain their own extensions and inherit Site-level properties, such as Default Outbound Caller ID, Call Restrictions, and Call Patterns, unless customized.
• Unassigned: Indicates the device is not associated with a user or site. Calls from devices in this mode will fail.
  
   

Creating a SIP Device

To create a device, follow these steps:

1. Navigate to Admin [1] 
2. Select Devices [2] 
3. Click the Create Device [3] button.

The following fields are mandatory for device identification and authentication:

• Device Name: A unique identifier for the device.
• MAC Address: The unique Media Access Control address of the hardware.
• SIP User: The username required for SIP Digest Authentication.
• SIP Password: The password required for SIP Digest Authentication.

Note: Talkdesk pre-generates a portion of the SIP User name; the administrator must enter the remaining characters to ensure successful registration.

Upon clicking Create, the device page appears. By default, the "Assignment" type is set to "No Assignment".

Configuring SIP Device Assignments

After the registration of a device to Talkdesk, administrators can modify the assignment to either a User or a Site. The registration status is visible on the physical device or within the Devices listing page.

Assigning a Device to a User

Devices assigned to users function in "Companion Mode". In this mode, call controls remain in the Conversations application while media is anchored on the SIP device.

1. Navigate to the Device page and click Edit [1].

2. Locate the "Assignment" sub-section and select the User [2] tab.
3. Select the user for the device assignment.

Note: Only users assigned to a Site appear in the selection list.

Next, in order to complete the configuration, the user will have to Navigate to their “Conversations Settings” page and under the “External devices” section, the “SIP Phone” option must be selected.

Assigning a Device to a Site

1. Navigate to the Device page and click Edit [1].
2. Locate the "Assignment" sub-section and select the SIte [2] tab.

The administrator is then required to assign the device to a configured Site, specify an extension, select a default Outbound Caller ID, configure Call Restrictions and assign Call Patterns the device has access to.

In order to assign patterns to these devices associated to a Site, navigate to the “Patterns” tab assign, unassign or delete patterns the device has access to. By default, the Call Patterns that Site has access to will be enabled for the device.

Configuring SIP Device Registration Settings

This section outlines the procedure for registering SIP devices and softphone applications, such as Linphone and Zoiper, to Talkdesk. By leveraging the Devices section within Talkdesk Voice Settings, administrators generate the unique authentication credentials required to register virtual endpoints. To do so, follow these steps: 

1. Go to the Admin section [1].
2. Click on Devices [2].
3. Select the "Create Device" [3] option.

4. Complete all necessary data fields for the new device.
5. Crucially, note down the Password. This is typically shown only once during creation and is required for the SoftPhone login.

6. After creation, locate and note the SIP User ID (this is the SIP username/extension) from the newly created Device's -> general Details.

Linphone Setup

1. Download and Installation
   Download the Package and Install.

2. Configuring Registration
   • Launch Linphone: Open the Linphone application on your device.
   • Access the Setup Wizard: Navigate the application using the following sequence:
     "Home" → "ASSISTANT" -> "USE A SIP ACCOUNT"
   • Enter Account Credentials: Fill in the required data fields using the values captured during the Device creation.

• Username: Enter the <SIP user> ID you noted earlier.
• SIP Domain: Is always sip.talkdeskapp.com.
• Password: Enter the Password captured during the device creation step.
• Select Transport Protocol: default option: "TLS" (Transport Layer Security).

After completing these steps, the Linphone client will attempt to send a SIP REGISTER request over TLS to the specified SIP Domain, using the provided credentials.

3. Verification of Status

• Linphone Client Status (Client Side):
  Linphone application will turn Green. This visually confirms that the client has successfully sent the REGISTER request and received a 200 OK response from the SIP proxy

• Talkdesk UI Status (Server Side):
  In the Talkdesk Admin URL, under the specific Device you configured, the status will update to "Registered.

4. Deregistration Steps

• Access Account Preferences: In the Linphone client, navigate to the configuration settings: Linphone →  Settings -> Preferences
• Select Device: Choose the specific SIP account (Device) you wish to deregister from the list.

• Edit Registration Duration: Select Edit on the account and change the Registration Duration (or Expires value) to 0 and Save.
• Verification of Status: In the Talkdesk Admin URL, under the specific Device you configured, the status will update to "Unregistered".

Zoiper 5 Setup

1. Download and Installation
   Download the Package and Install.

2. Configuring Registration
   • Launch Zoiper: Open the Zoiper application.
   • Create Account Credentials.
     • Username: <SIP user>@<SIP Domain>
     • Password: Enter the Password captured during the device creation step.

3. Update Account Credentials: 
   • Navigate the application using the following sequence:
     "Setting" → "Accounts" -> "Click on the Existing Account".
     Fill in the required data fields using the values captured during the Device creation.
     • Username: Enter the <SIP user> ID you noted earlier.
     • Domain: Enter sip.talkdeskapp.com
     • Password: Enter the Password captured during the device creation step.
   • After completing these steps, the Zoiper client will attempt to send a SIP REGISTER request over TCP to the specified SIP Domain, using the provided credentials.
      
4. Verification of Status
   • Zoiper Client Status (Client Side):
     Zoiper application will turn Green Tick. This visually confirms that the client has successfully sent the REGISTER request and received a 200 OK response from the SIP proxy
   • Talkdesk UI Status (Server Side):
     In the Talkdesk Admin URL, under the specific Device you configured, the status will update to "Registered.

Note: If the Registration is not successful or does not show the status, exit the Zoiper Client and Relaunch.