Frequently Asked Questions

The door can be opened by sending a predefined DTMF command from the phone or system that answers the call.

Yes, the door opening code can be configured in the web interface of the intercom.

Yes, the intercom has a built-in relay that can be used to control a door, gate, or barrier.

No, the intercom provides a dry contact relay. A separate power supply is required for the electronic lock.

Yes, an additional two-wire cable is required to connect an electronic door lock.

Yes, the intercom supports connection of an internal door relay as well as an external chime. This allows you to trigger a door opener or an additional ringing device depending on your installation setup.

Yes, depending on the setup, multiple integrations are possible using relays or external devices.

A minimum of CAT3 cable is required. In practice, CAT5e or higher is recommended for optimal performance and future-proofing.

Yes, the intercom requires a network cable. A CAT5 cable or higher is recommended.

Yes, a single CAT5 or higher cable is sufficient for both network connectivity and power using PoE.

PoE can be supplied either via a PoE switch or by using a separate PoE adapter. The choice depends on the installation. A PoE adapter can be ordered separately if needed.

A wired connection provides a stable and continuous connection. WiFi connections are more sensitive to interference, especially in environments with concrete walls or longer distances, which can lead to unstable performance.

WiFi is generally not recommended for intercom systems due to potential instability. A wired connection ensures reliable communication for both audio and video.

Yes, although installing the correct cabling may require more effort upfront, it ensures long-term reliability and performance. In the long run, it pays off.

No, the intercom can be powered via the same network cable using PoE. This means no separate power supply is required.

No, since the intercom is powered via the network cable, there is no need for battery replacement.

The maximum recommended length for an Ethernet cable is 100 meters, according to the Ethernet standard, an extender can be placed optionally.

No, DHCP is supported and recommended, but a static IP can be configured if required for the installation.

The intercom uses direct wire connections instead of an RJ45 connector.

The individual wires must be connected according to the colour coding on the PCB. It is important that the colours match exactly.

Loose wires eliminate the need to crimp a connector. This is especially useful because an RJ45 plug often does not fit through narrow cable conduits in walls.

The cables should be secured to the housing using the supplied tie wrap to provide strain relief and prevent tension on the connections.

The Robin intercom does not have built-in 4G connectivity. However, it can be used in combination with an external 4G router. In this setup, the intercom is connected via Ethernet to the 4G router, which provides internet access through a mobile network.

Yes, this setup has been tested with various 4G routers and works reliably when properly configured. The intercom functions as if it is connected to a standard wired network.

A stable 4G signal is essential for reliable performance. It is recommended to use a high-quality 4G router with an external antenna, especially in locations with weaker signal strength. Also ensure that the network configuration, such as NAT and firewall settings, supports SIP communication.

Yes, the intercom is designed for outdoor use and has an IP54 rating. This means it is protected against dust and splashing water, making it suitable for most outdoor environments.

IP54 means the intercom is protected against limited dust ingress and water splashes from any direction.

Although the intercom is suitable for outdoor use, it is recommended to install it in a sheltered location where possible. This helps extend the lifespan and ensures optimal performance.

Yes, the intercom can withstand rain and typical outdoor conditions. However, avoiding extreme exposure such as direct heavy rainfall or prolonged direct sunlight is recommended for best results. The temperature is suitable from –30 to +70 degrees.

The recommended mounting height is typically around 1.50 to 1.60 meters from the ground to ensure optimal camera angle and usability.

Yes, but it is recommended to avoid direct sunlight where possible to ensure optimal camera performance and visibility.

Yes, the intercom is designed for outdoor use, but proper installation is important to ensure protection against rain, wind, and temperature variations. The temperature is suitable from –30 to +70 degrees.

Yes, the intercom supports event-based actions such as triggering a relay, starting a call, or sending a command.

Events can be triggered by actions such as a button press, incoming or outgoing calls, audio detection, or external inputs.

Yes, the intercom can be configured to automatically call predefined contacts based on specific events.

Yes, the intercom can send HTTP commands to external systems as part of event-based automation.

Yes, the intercom can interact with external relays, automation systems, and network- based devices.

Yes, the intercom supports API-based integration, allowing control and interaction via HTTP commands.

Yes, the intercom can be integrated into access control, telephony, and automation systems.

The intercom supports SIP for communication and protocols such as HTTP, RTSP, and API-based integrations for system connectivity.

Yes, developers can build custom integrations using the available API and network interfaces.

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Yes, we strongly recommend having the intercom installed by a professional. A certified installer has the right knowledge and equipment to ensure the installation is done safely and correctly.

A professional installer ensures proper mounting, correct wiring, and compliance with safety standards. This reduces the risk of installation errors and potential damage to the device.

Yes, in many cases a professional installer can combine the physical installation with the configuration. This ensures the intercom is fully integrated into the network and telephony environment.

It is important to determine the correct mounting location, ensure suitable power and network connections are available, and verify that the environment meets the product requirements.

Make sure the installation location is accessible and that power and network connections are available so the installer can work efficiently.

Incorrect installation can result in poor performance, connectivity issues, or damage to the device. It may also affect warranty coverage.

Use a 90 mm core drill to create a hole approximately 60 mm deep. Shape the opening so the housing fits properly and allow space for cable routing.

The drilling template ensures accurate positioning of the mounting holes and helps achieve a precise installation.

Yes, always leave enough cable to create a loop inside the wall. This makes installation easier and prevents tension on the connections.

A cable loop provides flexibility during installation and makes future maintenance or removal easier.

The intercom is mounted using the supplied wall plugs and anti-theft screws to ensure a secure and tamper-resistant installation.

Yes, the door lock connection is optional. The intercom will function without it.

Yes, depending on the model, direct wall mounting is possible using the supplied drilling template and mounting materials but this is not recommende by Robin.

Yes, in most cases this is possible. The main requirement is that suitable cabling and network infrastructure are available.

Yes, the intercom can be integrated into existing network and (cloud) telephony environments, depending on the setup.

Yes, using proper cabling and a network-based setup ensures the system is scalable and future-proof.

Minimal maintenance is required. Regular software updates and occasional cleaning of the unit are recommended.

Yes, the design allows for relatively easy removal and replacement, especially if sufficient cable slack has been provided.

Software updates can be performed via the web interface. The intercom checks for available updates and installs them when initiated.

Yes, internet access is required to check for and download software updates.

Yes, the configuration can be backed up and restored via the web interface.

Yes, the intercom can be rebooted via the web interface.

Yes, remote support can be enabled in consultation with the support team for troubleshooting and maintenance.

The device includes a Go to Robin function that establishes an outbound VPN tunnel, allowing secure remote access for diagnostics without opening inbound ports.

Yes, the device includes an event engine where sources such as button press or PIN entry can trigger actions like calls, relay switching, or API calls.

Yes, via HTTP actions and triggers, the Robin Touch can both send and receive commands from external systems, enabling integration with custom software or platforms.

Yes, the Robin intercom can be integrated with Microsoft Teams using a SIP-to-Teams gateway such as CyberGate https://marketplace.microsoft.com/en- us/product/cybertwicebv1586872140395.cybergate?tab=Overview.

Microsoft Teams does not support direct SIP device registration. A gateway like CyberGate is required to translate SIP communication into Microsoft Teams-compatible signalling.

The intercom registers as a SIP device to the CyberGate platform. CyberGate acts as a bridge between SIP and Microsoft Teams. Calls are routed from the intercom to Microsoft Teams users or groups.

Integration into enterprise collaboration environments, the ability to receive intercom calls on any Microsoft Teams device, and a centralized communication platform.

Yes, if both the intercom and the Microsoft Teams endpoint support video, live video can be displayed during calls.

Yes, by configuring a DTMF code. When triggered from the Microsoft Teams interface, the intercom receives the signal and activates the relay.

Microsoft Teams does not support direct SIP device registration. CyberGate acts as a cloud-based gateway that bridges SIP devices, such as the Robin intercom, with the Microsoft Teams environment.

When the intercom initiates a SIP call, it is sent to CyberGate. CyberGate then routes the call to the configured Microsoft Teams users or groups and call queus.

No, the intercom registers to the CyberGate platform, which handles communication with Microsoft Teams.

A CyberGate SaaS environment must be set up, including a valid licence, configured domain or WAN IP, and a registered device in CyberGate.

This ensures that CyberGate only accepts connections from authorized locations and can correctly route SIP traffic from the intercom.

Devices are added in the CyberGate portal under Devices by selecting Add Device and defining parameters such as display name, type, and location.

CyberGate automatically generates a SIP username and password when the device is created. These credentials must be configured in the intercom.

Yes, when properly configured, Teams users can initiate calls directly to the intercom, from any desktop, Teams App of Teams compatible device.

Typical configuration includes SIP protocol TCP, SIP proxy cybergate.cybertwice.com, port 5060, Line ID equal to the CyberGate display name, username and password from CyberGate, and registration enabled.

The intercom will show Registered as the SIP registration status.

Yes, audio communication is supported in all configurations.

Yes, this can be enabled in CyberGate if both the Robin Touch intercom and the Teams endpoint support it.

Yes, call recording can be enabled within the CyberGate platform.

Call destinations are configured in the Phonebook. For Teams integration, the Number field typically contains the email address linked to the Teams account.

Profiles allow you to define codecs and media settings per endpoint, ensuring compatibility with different devices.

Yes, the number of available buttons depends on the hardware, such as physical buttons, keypad, or touchscreen.

The Control section shows real-time SIP registration and call status.

In-wall mounting means the intercom is recessed into the wall for a clean and flush finish. Surface mounting means the intercom is mounted on the wall and remains visible.

Yes, in new construction projects in-wall mounting is recommended because it can be integrated neatly during the building process.

Yes, in existing situations surface mounting is often preferred because it is less invasive. In-wall mounting is still possible afterwards, provided that a cable conduit and sufficient space are available.

You can adjust the positioning using the internal adjustment plate. This allows you to align the intercom correctly before fixing it with the supplied screws and Allen key.

Yes, by using an external relay module such as the Robin IP-Quad-WebRelay, you can control multiple doors, gates, or barriers within one installation.

The Robin IP-Quad-WebRelay supports up to four independent relays. This means you can control up to four doors, gates, locks, or other devices separately.

Yes, each relay can be used independently. For example, one relay can control a front door, another a gate, and others can be used for barriers or additional access points.

Yes, each relay operates independently and can be triggered individually, allowing full control per access point.

Yes, each relay can be configured separately and can be set to switch on, off, or operate in pulse mode depending on the application.

Yes, multiple electronic locks can be connected via the external relay module. This is ideal for buildings with multiple entry points.

The internal relay is suitable for controlling a single door or lock. If you need to control multiple doors, gates, or integrate with larger systems, an external relay such as the IP- Quad-WebRelay is recommended.

Yes, this setup is ideal for larger installations such as office buildings, industrial sites, or residential complexes where multiple access points need to be managed.

Yes, one intercom can trigger multiple relays through the network, depending on the configuration and integration.

Yes, the relays can be integrated into security systems, allowing central control from a control room or security desk, including monitoring and remote operation.

Yes, when using an external relay such as the Robin IP-Quad-WebRelay, the relay module can be installed inside the building, for example in a secured technical room or cabinet. This means the switching of doors or gates takes place internally, making it more secure and less vulnerable to tampering.

Yes, in some environments such as corporate, industrial, or high-security locations, policies may require that relays are not installed outside. Using an internal relay setup helps meet these requirements and improves overall system security.

The Robin IP-Quad-WebRelay is an external network-based relay module that allows control of up to four independent relays.

Use a WebRelay when multiple doors or gates need to be controlled, integration with external systems is required, or central or remote relay control is needed.

The WebRelay operates as a network device with a built-in web server and can be controlled via HTTP, API calls, or automation systems. It supports protocols such as Modbus/TCP and XML.

Up to four independent relays can be controlled, each configurable separately.

Yes, the WebRelay supports Power over Ethernet (IEEE 802.3af) or can be powered via a 9–28V DC supply.

Yes, it can be controlled via a local network or over the internet, depending on the network configuration.

Yes, the intercom can trigger the WebRelay via HTTP requests, API calls, or event-based automation.

Yes, combining the intercom with a WebRelay allows scalable deployments such as office buildings with multiple entrances, industrial sites, and residential complexes.

Yes, each relay can be assigned to a different device such as a front door, gate, barrier, or additional access point.

Yes, it is strongly recommended to change the default administrator password immediately after installation.

By default, access is limited to the local network. Remote access is possible but should be configured securely.

No, port forwarding is generally not recommended due to security risks. A secure network setup or VPN is preferred.

Use strong passwords, keep the software up to date, and limit access to trusted networks only.

SRTP can be enabled for encrypted media, but note that it may change the SIP port and requires correct configuration.

If registration fails repeatedly, temporarily disable the SIP account to prevent automatic blocking by 3CX security policies.

Typically, the OEM partner provides first-line support directly to their customers. If additional knowledge is required, Robin provides escalation support and technical backup throughout the partnership. 

Yes. Robin can support the complete manufacturing and delivery process, including branded packaging and shipment preparation. That means you can focus on sales and distribution.

Yes. Security is a core part of Robin’s product development philosophy. Products are engineered with secure communications and European infrastructure considerations in mind. This helps support compliance with modern cybersecurity requirements. 

Yes. Through the OEM Partnership programme, Robin can develop entirely new intercom products including custom electronics and new functionality tailored to your project requirements.

Yes. The MOQ figures are general guidelines, but we understand that every project is different. We’re still happy to hear about and discuss projects outside of these ranges.

The Robin Touch is an intercom with an integrated touchscreen interface, allowing users to interact directly with the device for calling, access control, and navigation.

The touchscreen allows users to initiate calls, select contacts, enter PIN codes, and interact with on-screen controls such as keypad or hang-up buttons.

Yes, the display interface is highly configurable. Installers can adjust layout, colors, fonts, and on-screen elements to match the building or branding requirements.

The Robin Touch supports different layouts: Single mode, showing one main call button, and Multiple mode, showing multiple contacts or options with swipe navigation.

Yes, a custom logo can be uploaded and displayed on the interface, allowing branding or site-specific customization.

Yes, users can enter a PIN code directly on the touchscreen to trigger actions such as opening a door via the internal relay.

Yes, the system includes a scramble digits function that randomizes the keypad layout to reduce the risk of observing PIN codes.

Yes, the Robin Touch can display live video. The video mode can be configured to show full video, zoom to fill the screen, or disable local two-way video display.

You need the SIP server address, port, username, password, and extension or Line ID.

A local IP address is recommended when the intercom is on the same network as the 3CX server. This reduces latency and improves stability.

Create a new extension in the 3CX admin portal and assign it to the intercom. This extension will be used for SIP registration and call routing.

No, 2FA must be disabled for SIP devices such as the intercom, as they rely on standard SIP authentication.

After creating the extension, 3CX automatically generates the SIP username and password, which must be entered into the intercom.

The registration status in the intercom should show Registered.

Verify credentials, check the SIP server address and port, and temporarily disable repeated registration attempts to avoid IP blocking by 3CX.

In most 3CX deployments, an SBC is used. For local installations, a direct LAN connection is preferred.

G.711 µ-law and A-law, and G.722 are recommended for maximum compatibility with 3CX endpoints.

H.264 is recommended for video communication, offering a good balance between quality and bandwidth.

A resolution of 640×480 and a bitrate between 512 and 1024 kbps is recommended for stable performance.

The intercom initiates a SIP call via 3CX to one or more configured extensions, such as a desk phone, app, or mobile client.

Yes, if both the intercom and the receiving endpoint support video, live video will be available during the call.

The phonebook allows you to define call destinations and configure codec compatibility per user or device.

Yes, profiles can be created to assign specific codecs to different users or devices, ensuring compatibility.

Each button can be assigned a call destination and priority. Multiple contacts or ring groups can be configured per button.

Yes, via the web interface you can initiate test calls using the Control menu.

The Call Log provides an overview of incoming and outgoing calls for troubleshooting and validation.

The Control menu shows SIP registration status and active call information in real time.

Early media refers to audio or video that is transmitted before a call is fully established. This means media can be heard or seen before the call is officially answered.

In an intercom scenario, early media can be used to play ringing tones, announcements, or even transmit audio or video before the call is accepted by the receiver.

Yes, as a SIP-based device, the Robin intercom supports standard SIP call flows, including early media behavior, depending on the configuration of the SIP server or VoIP provider.

Early media improves the user experience by providing feedback before the call is answered, such as hearing a ringback tone or receiving audio or video from the door.

This depends on the SIP server or VoIP provider. Early media behavior is typically controlled by the telephony platform rather than the intercom itself.

Yes, depending on the setup, early media can include both audio and video streams before the call is fully established.

No, not all endpoints support early media. Support depends on the device being used, such as SIP phones, indoor displays, desktop clients, or mobile apps.

Even if the intercom and SIP platform support early media, the receiving device must also support it. If the endpoint does not support early media, users may not hear audio or see video until the call is fully answered.

If the endpoint does not support early media, the user will typically only receive a standard ringing signal and will only see or hear media after answering the call.

Yes, Robin intercoms support SIP over UDP, TCP, and Secure SIP via TLS 1.2, allowing secure communication with modern IP-PBX and VoIP platforms.

SIP is used to set up and manage calls between the intercom and a phone system. Standard SIP communication is not encrypted. Secure SIP (TLS) adds encryption to protect the signalling between the intercom and the SIP server.

Secure SIP ensures that call setup data, such as credentials and session information, is encrypted. This is especially important in security and access control environments.

Secure SIP (TLS) encrypts the signalling. For full security, audio and video streams can be encrypted using SRTP, which is supported by the Robin intercom.

Secure SIP is recommended in professional environments, cloud deployments, and any installation where security and data protection are important.

Yes, the intercom is fully compatible with standard SIP environments and can be configured to match the requirements of the IP-PBX or VoIP provider.

In most cases, the impact on performance is minimal. The added security benefits outweigh the slight increase in processing overhead.

Yes, Secure SIP is used for communication, while video streams such as H.264 or MJPEG can simultaneously be used for integrations with VMS platforms.

When a visitor presses the call button, the intercom initiates a call to predefined contacts via the connected telephony system. The receiving user can answer the call and communicate directly.

Once the call is answered, two-way audio is established and, if supported, live video is displayed from the intercom camera.

By default, the intercom uses DHCP to automatically obtain an IP address from the network.

Yes, a static IP address can be configured if required for the network environment.

You can access the web interface by entering the IP address of the intercom into a web browser.

The intercom can be accessed using modern browsers such as Google Chrome, Safari, and Firefox.

Multiple streams allow the intercom video to be used simultaneously in different systems, such as a Video Management System, a SIP call, and a mobile or web interface.

Yes, the intercom can stream video to multiple endpoints simultaneously, for example to a VMS for recording and to a phone or app for live viewing.

Robin intercom solutions support video streaming in both H.264 and MJPEG formats. This ensures broad compatibility with VMS platforms and other video systems.

Yes, thanks to support for H.264 and MJPEG streams, the intercom integrates well with most Video Management Systems for live viewing and recording.

Different applications have different requirements. A VMS typically uses a high-quality H.264 stream for recording, while other applications may use MJPEG or lower bitrate streams for stability.

Yes, separate streams can be used for recording and live monitoring. This ensures that performance and video quality remain stable across both applications.

Yes, by separating video streams per use case, the system can operate more efficiently and avoid performance issues between applications.

Yes, multiple users can access the video simultaneously without affecting each other’s experience.

Yes, multiple streams make it possible to support different protocols, such as RTSP for VMS integrations and video within SIP calls.

Yes, in larger installations multiple streams are essential to distribute video across different systems, users, and locations.

New Robin intercoms are delivered with a 5-year warranty, based on EXW Incoterms 2010

A 1-year warranty applies to all completed repairs.

Yes, repairs are also possible outside the warranty period. Please contact [email protected] for more information and the procedure.

For repairs within the warranty period, you can request an RMA ticket via [email protected].

After creating an RMA ticket, you will receive instructions for returning the product. The item can then be sent in with this ticket.

We aim to complete and return repairs within 2 working days after receipt.

Yes, returns are only accepted with a valid RMA number that has been requested in advance via [email protected].

Shipping costs for sending the product to Robin are the responsibility of the sender. After repair, we will return the product.

The warranty covers manufacturing defects and failures under normal use. Damage caused by improper use, installation, or external factors is not covered.

In that case, we will contact you to discuss the available options, such as replacement or upgrade.

Robin does not provide replacement products during the repair period. Some resellers may offer their own solutions.

After receipt and processing, the repair will be carried out as quickly as possible. For status updates, please contact [email protected] and include your RMA number.

Only send the defective product, unless otherwise instructed by support.

This is possible in consultation with support. Please clearly indicate the number of products in your request.

When requesting an RMA, please provide the following information: product type, article number, serial number, a clear description of the issue, and for all SIP products also the brand and type of IP PBX or hosted VoIP provider, as well as the software version of the SIP intercom or SIP camera.

Yes, our Support Desk will always investigate the issue together with you and aim to resolve it remotely wherever possible.

Yes, from software version R3.x onwards, all SIP products support controlled remote access for Robin Telecom support engineers during a service interval.

No, specific technical knowledge or additional software is required. The only requirement is that the SIP product has an active internet connection during the service interval.

Remote access should only be enabled in consultation with our Support Desk.

If the issue cannot be resolved remotely, you will be issued an RMA number to return the product.

Please return the product with the RMA number clearly stated on the box to: Robin Telecom Development B.V. Flemingstraat 50 1704 SL Heerhugowaard The Netherlands