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

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

 

What are 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. Admins can register and manage both physical hardware and virtual softphone applications through a centralized Devices workspace application within Talkdesk Admin.

Note: SIP Device Management is currently available by request in the US region only. To enable this feature, please contact your Account Executive (AE) or Customer Experience Manager (CXM).

 

Operational Modes

SIP devices are configured in one of three primary modes:

  • User (Companion Mode): The device is paired with a user, allowing the SIP device to function as an additional endpoint.
  • Site (Common Area): The device is assigned to a specific Site and functions as a common area phone. It has its own extension, Default Outbound Caller ID, Call Restrictions, and Call Pattern access, all of which can be inherited from the Site or customized.
  • Unassigned: The device is not associated with a user or Site. Calls from devices in this mode will fail.

 

Requirements

Admins must configure network and firewall settings to ensure proper SIP device connectivity. The following specifications apply to the US region:

SIP Signaling

  • FQDN: sip.talkdeskapp.com (Primary SIP registration endpoint).
  • DNS Record Type: A Record.
  • Static IPs: 166.117.110.212, 166.117.220.145. Traffic routes to the nearest healthy Talkdesk SIP infrastructure.
  • Supported Protocols: TCP, TLS. UDP is not supported for SIP device registration.
  • TCP Port: 5060 (SIP over TCP).
  • TLS Port: 5061 (SIP over TLS, recommended).
  • SIP over WebSocket Secure: Port 443 (Used only for WSS clients).
  • Authentication: SIP Digest Authentication. Initial REGISTER is challenged with 401, followed by REGISTER including Digest credentials.

Media (RTP/sRTP)

  • Media Transport: Real-time Transport Protocol (RTP). RTP Engine handles media anchoring.
  • Media Port Range: UDP 10000 to 60000. RTP Engine allocates media ports from this range, using 10,000 port blocks per RTP Engine.
  • Media IPs: 166.117.62.245, 3.33.254.138. Multiple RTP Engines can sit behind the same published Media IPs.
  • Crypto Suites: AES_CM_128_HMAC_SHA1_80; AES_CM_128_HMAC_SHA1_32

 

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.

Notes: 

  • Talkdesk pre-generates a portion of the SIP User name; the administrator must enter the remaining characters to ensure successful registration.
  • Note down the Password at this stage. It is typically shown only once during creation and is required for softphone login.

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

 

Registering a SIP Device

After creating a device, the SIP credentials generated during creation are used to register the physical hardware and virtual softphone applications to Talkdesk. The following sections describe the setup process for Linphone and Zoiper 5 softphones as well as Yealink and Poly hardphones..

Notes:

  • SIP Device Management is currently in Preview for selected customers. For more information, please see [Preview] Talkdesk SIP Device Management in this article.
    • For customers using SIP Device Management, device registration is automatically handled by the SIP Device Management platform using device configurations provided during onboarding. Admins do not need to manually complete the steps below. 

 

Linphone Setup

Download and Installation


1. Download the Package and Install.

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  1. 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.

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  • 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.

  1. Verification of Status

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  • 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

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

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  • 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.

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  • 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

Download and Installation

  1. Download the Package and Install.

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  1. 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.

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  1. 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.
       
  2. 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.

 

Yealink Setup

Before configuring the phone, upgrade it to the latest firmware version supported by the device model and reset it to factory settings. Refer to the device manufacturer's documentation for firmware upgrade and factory reset instructions.

After the phone finishes restarting:

  1. Create the SIP device in Talkdesk Admin, as described in Creating a SIP Device.
  2. Copy the generated SIP User and retain the SIP Password displayed during device creation.
  3. Download the Talkdesk Voice Platform Yealink configuration template.
  4. Open the template in a text editor.
  5. Replace the blank values with the device credentials and preferred display information.
  6. Import the updated configuration file into the phone.
  7. Restart the phone and confirm that its status changes to Registered in Talkdesk Admin.

 

Required Yealink parameters

Update the following parameters:

### Account display settings

account.1.label = <display_name>

account.1.display_name = <display_name>

### SIP authentication

account.1.user_name = <sip_user>

account.1.auth_name = <sip_user>

account.1.password = <sip_password>

### SIP registration endpoint

account.1.sip_server.1.address = sip.talkdeskapp.com

### Transport

### Use 1 for TCP or 2 for TLS

account.1.sip_server.1.transport_type = 2

### Signaling port

### Use 5060 for TCP or 5061 for TLS

account.1.sip_server.1.port = 5061

TLS over port 5061 is recommended. When TCP is required, use transport value 1 and port 5060.

The template requires SRTP by default:

account.1.srtp_encryption = 2

The supported values are:

0 = Disabled

1 = Optional

2 = Compulsory

When unencrypted RTP is required, for example, when using TCP without media encryption, change the value to:

account.1.srtp_encryption = 0

The complete template also includes the recommended Voice Platform registration, codec and SRTP settings. Administrators should only need to update the values identified above unless instructed otherwise by Talkdesk.

Template file: Please see ve_yealink_template.cfg available at the bottom of this article. 

 

Poly Setup

Before configuring the phone, upgrade it to the latest firmware version supported by the device model and reset it to factory settings. Refer to the device manufacturer's documentation for firmware upgrade and factory reset instructions.

After the phone finishes restarting:

  1. Create the SIP device in Talkdesk Admin, as described in Creating a SIP Device.
  2. Copy the generated SIP User and retain the SIP Password displayed during device creation.
  3. Download the Talkdesk Voice Platform Poly configuration template.
  4. Open the template in a text editor.
  5. Replace the placeholder values with the device credentials and preferred display information.
  6. Import the updated configuration file into the phone.
  7. Restart the phone and confirm that its status changes to Registered in Talkdesk Admin.

 

Required Poly parameters

Update the following parameters:

<!-- Account display settings -->

reg.1.displayName="<display_name>"

reg.1.label="<display_name>"

<!-- SIP authentication -->

reg.1.address="<sip_user>"

reg.1.auth.userId="<sip_user>"

reg.1.auth.password="<sip_password>"

<!-- SIP registration endpoint -->

reg.1.server.1.address="sip.talkdeskapp.com"

<!-- Signaling port -->

<!-- Use 5060 for TCP or 5061 for TLS -->

reg.1.server.1.port="5061"

<!-- Transport -->

<!-- Use TCPOnly for TCP or TLS for TLS -->

reg.1.server.1.transport="TLS"

TLS over port 5061 is recommended. When TCP is required, use port 5060 and transport TCPOnly.

When using TLS and requiring encrypted media, update the configuration to:

reg.1.srtp.offer="1"

reg.1.srtp.require="1"

To disable SRTP and use unencrypted RTP only, use:

reg.1.srtp.offer="0"

reg.1.srtp.require="0"

The complete template also includes the recommended Voice Platform registration and media settings. Administrators should only need to update the values identified above unless instructed otherwise by Talkdesk.

Template file: Please see <ve_polycom_template.cfg> available at the bottom of this article.

 

Configuring a SIP Device

Once a device is registered to Talkdesk (registration status is visible on the physical device or on the Devices listing page), administrators can assign it to a User or to a Site.

 

Assigning a Device to a User

Devices assigned to users function in Companion Mode: Call controls reside in the Conversations application while media is anchored on the SIP device, and is applicable only for calls delivered from the contact center, not extension calls.

  1. Navigate to the Device page and click on the device you want to edit. 

  1. Click Edit.

  1. Navigate to the Assignment sub-section and click the User tab.
  2. Select the user to whom the device should be assigned.

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

  1. To complete the configuration, the assigned user must navigate to their Conversations Settings page and, under the External Devices section, select SIP Phone.

 

Assigning a Device to a Site

  1. Navigate to the Device page and click on the device you want to edit. 

  1. Click Edit. 

  1. Navigate to the Assignment sub-section and click the Site tab.
  2. Assign the device to a configured Site.
  3. Configure the following:
  • Extension: A unique extension for the device within the Site.
  • Default Outbound Caller ID: Inherited from the Site or set to a custom value.
  • Call Restrictions: Inherited from the Site or overridden with custom values.
  • Call Patterns: Patterns inherited from the Site are enabled by default.

To assign or manage Call Patterns for the device, navigate to the Patterns tab of the device. By default, the Call Patterns associated with the Site are enabled for the device.

 

Dedicated PSTN Lines for Common Area Devices

Admins can assign dedicated PSTN lines directly to common area SIP devices. When a number is assigned as a dedicated line, inbound calls to that number route directly to the device without traversing Talkdesk Studio.

Before assigning a dedicated line, note the following:

  • Numbers already assigned to a Studio Flow will not be available for assignment as a dedicated line.
  • Numbers already assigned as dedicated lines to another device will not be available for assignment.

 

Assigning a Dedicated Line

  1. Navigate to the Device page and click on the device you want to edit. 

  1. Click Edit. 

  1. Navigate to the Dedicated Lines section.
  2. Select one of the available numbers from the drop-down list.

Note: Numbers already assigned to Studio Flows or as dedicated lines will not appear in the drop-down list.

After selecting a number, the assignment will enter a Pending state.

Within a few minutes, the assignment will transition to a final state:

  • Active: The dedicated line has been successfully assigned to the device.
  • Failed: The assignment was unsuccessful. Administrators are encouraged to open a support ticket with Talkdesk.

 

Provisioning Information

The Provisioning Information section becomes available after a device has been successfully auto-provisioned using Zero-Touch Provisioning (ZTP). Once provisioned, details such as the device's provisioning status, brand, and model are automatically retrieved from the device manufacturer's (OEM) redirect service and displayed in this section.

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