Local Communication Network Rules (Cisco, Avaya, and 3rd Party SIP-Enabled Softphones)

ALICE Receptionist can be integrated with most Cisco CUCM, Avaya, or 3rd party SIP-enabled phone systems.

For any support and licensing needs regarding your Cisco CUCM, Avaya, or 3rd party phone system, contact your phone system administrator. ALICE Receptionist does not provide support services for phone system troubleshooting.

 

Provision a SIP Softphone Extension for ALICE Receptionist

A unique SIP softphone extension from your organization's phone system is required for every ALICE Kiosk installed in your organization. Once registered as an endpoint, the ARD can call to other phone extensions from the same organization.

The customer is responsible for ensuring the SIP extension provisioned for the ARD is appropriately configured, licensed, and remains in service for the entire time the ALICE Receptionist system will be in operation.

Additional Extension Settings for Cisco CUCM Users

For Cisco CUCM users, the extension must be set to Third-Party SIP Device (Advanced) to perform video calls.

Configuring ALICE Receptionist to use the SIP Extension

Customers connecting the ALICE Receptionist system to an on-premises VoIP server for communications must provide the following information. This information will be entered in the SIP Settings section of the ALICE Config.

  • On-premises server address

  • SIP Account Auth ID (if different from the extension)

  • SIP account extension password

  • SIP account extension

  • Protocol used by the server for SIP traffic (UDP, TCP, or TLS)

The extension should only be configured for port 5060. No other communication ports are supported.

Required Network and Firewall Rules

Your network and firewall rules will must be configured to support SIP traffic for video and audio packets between the ALICE Receptionist System and other endpoints on your network. Endpoints can include phones or softphones that are SIP-enabled.

The ALICE Receptionist support team is not responsible or capable of providing support for network, firewall, or communication servers.

SIP Traffic Port and Protocols

ALICE Receptionist support using port 5060 for VoIP SIP traffic across UDP, TCP, or TLS protocols.

CounterPath Services

ALICE Receptionist utilizes CounterPath for handling SIP communications. Ensure the ALICE Receptionist system can reach the following CounterPath license servers:

URL ADDRESS: https://secure.counterpath.com

PORT: 443

Proxy Server Requirements for CounterPath

If the ALICE system is placed behind a proxy server, you will need to follow these steps to ensure ALICE can reach the CounterPath license server:

    1. Inform your IT Administrator / Network Administrator that the ALICE application needs to be able to connect to secure.counterpath.com using HTTPS on TCP port 443.

    2. If your network uses a proxy server to get HTTPS connections to the internet, then the proxy server must be configured manually on any device the ARD or ARC is installed. In Windows, go to the Control Panel > Internet Options > Connections > LAN settings.

      You must use the "Use a proxy server for your LAN" option. ALICE Receptionist does not support auto-configuration of proxy servers via script or auto-detection.

ALICE Receptionist does not support proxy servers that require authentication. If your proxy server requires authentication, check with your IT Administrator / Network Administrator if this can be bypassed for HTTPS or this specific destination only.