If your building's intercom system is more than ten years old, chances are it is already showing its age. Scratchy audio, broken handsets in individual apartments, unresponsive door panels, and no video capability are all typical signs that a system installed in the 2000s or early 2010s is reaching end of life. When the committee faces this decision, the question is rarely just "which intercom do we buy?" The more important question is: what technology category makes sense for this building, and what does the network underneath need to look like to support it?
This guide is written for strata managers and owners corporation committee members who need to evaluate or replace an intercom system. It covers the three main technology categories available in Australia today, what the trend toward smartphone integration means in practice, what your network infrastructure needs to support an IP system, and the common mistakes that lead to poor outcomes after installation.
The Three Categories of Intercom System Available in Australia
Not all intercom systems are the same, and the category you choose will determine your cabling requirements, your ongoing vendor relationship, and what features residents can actually use. There are three main categories currently available in Australia.
Analogue Audio-Only Systems
The traditional analogue 2-wire system has been installed in apartment buildings across Australia since the 1980s and 1990s. A door panel connects to a distribution board, and each apartment has a physical handset wired directly back to that board. The resident picks up the handset to speak with a visitor and presses a button to release the door.
These systems are cheap to maintain if the infrastructure is intact, because the components are simple and widely understood. However, they have hard limits. There is no video. There is no smartphone integration. The call goes only to the physical handset in the apartment — if the resident is not home, the visitor cannot reach them. Upgrading an analogue audio system to video is not straightforward: the existing 2-wire cabling carries audio signals formatted for the analogue system and cannot simply be repurposed to carry video without replacement or a full system change.
If your building's existing analogue system is functioning adequately and the committee is not seeking video or remote access, maintaining the existing system may be a reasonable short-term decision. But it is a diminishing path — spare parts for older analogue systems are becoming harder to source, and most manufacturers have shifted their development investment toward 2-wire video and IP categories.
2-Wire Video Intercom Systems
Modern 2-wire video intercom systems — offered by manufacturers including Aiphone, Urmet, TCS, and others — represent a significant advancement over analogue audio-only systems while avoiding the cost of full cable replacement. These systems carry video signals over the same style of 2-wire cabling used by older analogue systems, meaning that in many existing buildings the installed cabling can be retained and only the panels, distribution equipment, and apartment monitors need to be replaced.
Each apartment receives a wall-mounted monitor or handset with a screen that displays the door camera image when a visitor calls. Some systems in this category also support a smartphone application, allowing residents to receive door calls on their phones when away from the apartment.
The limitation of 2-wire video systems is that they remain fundamentally proprietary in their cabling and distribution architecture. You are choosing a specific manufacturer's ecosystem, and future expansion or modification generally requires components from the same manufacturer. They also typically lack the deeper integration capabilities — access control system linkage, cloud management portals, detailed access logs, remote configuration — that IP systems offer.
For buildings with intact 2-wire cabling and a committee that wants improved functionality without the cost or disruption of full cable replacement, a modern 2-wire video system is often the most practical path.
IP/SIP Video Intercom Systems
IP video intercom systems represent the current generation of the technology. The door panel connects to a Power over Ethernet (PoE) switch using standard Cat6 cabling — the same infrastructure used for data networks throughout the building. Calls are routed over the building's IP network using the Session Initiation Protocol (SIP), the same protocol used by modern business phone systems.
Apartment residents can receive calls on a SIP-compatible desk phone, a wall-mounted IP monitor, or — increasingly — on their smartphone via a dedicated application. The intercom panel itself can be managed remotely through a cloud platform: access logs are available in real time, door release can be triggered from anywhere with an internet connection, and firmware updates are pushed over the network rather than requiring a technician visit to each device.
There is no proprietary cabling. The system runs on standard ethernet infrastructure, which means the building is not locked into a single manufacturer for ongoing maintenance and support. Access control integration — connecting the intercom to electronic locks, lift access systems, or building management platforms — is straightforward over IP.
The trade-off is that IP systems require proper network infrastructure to function reliably. They are not plug-and-play in a building with an unmanaged consumer-grade network. The network design and ongoing management are as important as the intercom hardware selection — and this is a point many strata managers discover only after a problematic installation.
The Smartphone-to-Door Trend: What It Requires in Practice
The most common feature driving strata committee interest in intercom upgrades in 2025 is the ability for residents to answer the door from their smartphone regardless of where they are. The visitor presses the panel, the resident's phone rings via an application, the resident can see the visitor on video, and — if they choose — release the door remotely.
This capability is genuinely useful and now available across a range of IP intercom platforms at prices that are accessible for residential strata. However, it depends on several things working correctly simultaneously, and understanding those dependencies is important before selecting a system.
When a visitor presses the door panel, the panel sends a call initiation request to the intercom platform's cloud server. The cloud server then pushes a notification to the resident's smartphone application, which opens a video connection back to the panel. For this to work:
- The door panel must have internet access via the building's managed network. If the building's internet connection is down or the panel is on a VLAN with restricted outbound access, the call will not reach the resident's phone.
- The cloud management platform's endpoints must be permitted through the building's firewall. Overly restrictive outbound firewall rules — common in buildings where network configuration has not been reviewed — will silently block intercom cloud traffic.
- The building's internet connection must have sufficient and consistent upload bandwidth. A congested or unreliable broadband connection produces poor video quality and missed door calls, which generates immediate resident complaints.
- The resident's smartphone must have the application installed and notifications enabled. Application-based intercom calls can be declined or missed just like regular calls.
Smartphone-to-door functionality is a network-dependent feature. A building with a poorly configured or unreliable network will experience unreliable intercom performance, regardless of the quality of the intercom hardware. This is one of the key reasons Pickle recommends addressing network infrastructure before or alongside the intercom selection process — not after installation reveals the problems.
Network Requirements for IP Intercom Systems
A correctly deployed IP intercom system in a strata building requires the following network components. This is not an exhaustive technical specification, but it provides the framework a strata manager needs to assess whether the building's current infrastructure is adequate.
Dedicated VLAN for Intercom and Access Control
The intercom system should be placed on its own dedicated VLAN — a logically separated network segment — isolated from the resident internet service, the building management system, and any other network traffic. This serves two purposes: security (the intercom panels cannot be accessed from or used to reach resident devices), and performance (intercom traffic is not competing with resident internet usage for bandwidth or switch resources).
PoE Switch with Sufficient Port Capacity
Each door panel, lift car panel (where applicable), and intercom controller requires a PoE port on a managed switch. PoE (Power over Ethernet) delivers both data and electrical power through the same Cat6 cable, eliminating the need for separate power supplies at each panel location. The number of ports required should account for all current panels plus reasonable headroom for expansion.
Managed Switch with VLAN Support
The switch must be a managed switch capable of VLAN configuration. A consumer-grade or unmanaged switch cannot segment traffic, cannot apply quality-of-service policies, and cannot be remotely monitored or configured. Using an unmanaged switch for IP intercom infrastructure is one of the most common causes of performance problems and security gaps in strata building deployments.
Firewall Rules for Cloud Platform Endpoints
The building's firewall must permit outbound traffic to the intercom platform's cloud endpoints. These endpoints should be documented by the intercom vendor and configured explicitly — not achieved by disabling the firewall or opening broad outbound rules that create security exposure.
Reliable Internet Connection with Adequate Upload Bandwidth
The building's internet connection is the critical dependency for smartphone-to-door functionality and remote management. A fibre-based business-grade internet service with a committed service level agreement is strongly preferable to a residential broadband service shared across building common areas. Upload bandwidth is particularly important — video calls from the door panel to resident smartphones consume upload capacity at the building end.
Static or Reachable IP Address (On-Premises SIP Server Deployments Only)
If the building's intercom system is configured with an on-premises SIP server rather than a cloud-managed platform, that server needs a publicly reachable IP address (static or dynamic DNS managed) for remote smartphone access to function. Cloud-managed platforms avoid this requirement because the cloud server handles the connectivity brokering.
For further detail on network design principles for strata buildings, refer to Pickle's guide on secure network design for apartment buildings.
Retrofit vs New Build: How the Cabling Situation Drives the Decision
In an existing strata building, the intercom technology decision is heavily constrained by what cabling is already in the walls.
If existing 2-wire cabling is intact and accessible: A modern 2-wire video intercom system is typically the most cost-effective upgrade path. The existing cable runs are retained, and only the panels, distribution equipment, and apartment monitors are replaced. Disruption to residents is minimised because cable runs through walls and risers do not need to be touched.
If the building has structured Cat5e or Cat6 cabling to each apartment: IP intercoms are straightforward to deploy. The intercom system uses the same cabling infrastructure as the building's data network, and the main additional requirement is ensuring PoE switch ports are available and properly configured.
If existing cabling is damaged, inadequate, or absent: A full IP retrofit with new Cat6 cabling is the highest-cost option but delivers the most capable and future-proofed outcome. New cable runs allow the building to support IP intercoms, IP security cameras, access control, and managed network services on a common infrastructure. The capital cost is higher, but the ongoing system capabilities are substantially greater. See Pickle's overview of technology infrastructure planning for apartment developments for context on how to approach this planning for new or significantly refurbished buildings.
The strata manager's role in this process is to ensure a network and cabling assessment is completed before the committee selects an intercom system — not after. Selecting an IP intercom system and then discovering the building has no Cat6 runs to apartments results in significant unplanned cost and, in some cases, a complete rethink of the system choice. An assessment first avoids this.
Common Failure Modes to Avoid
The following mistakes appear repeatedly in strata building intercom deployments in Australia. They are avoidable with proper planning.
Placing the Intercom on an Unmanaged Shared Switch
Connecting IP intercom panels to the same unmanaged switch that serves the resident internet service creates two problems simultaneously: network congestion when residents are actively using bandwidth, and a flat network where intercom devices are reachable from resident-facing network segments. An unmanaged switch cannot enforce VLAN separation, quality-of-service priorities, or access control policies. This is not an acceptable configuration for a production intercom system in a multi-residential building.
Choosing a Proprietary System with Single-Vendor Lock-In
Some intercom systems — particularly in the 2-wire category — require proprietary components for all repairs, expansions, and software updates. If the vendor exits the Australian market, discontinues the product line, or significantly increases service pricing, the building has no alternative supplier. Evaluating the vendor's Australian distribution channel, parts availability, and the openness of the system architecture is a legitimate part of the procurement decision.
Installing IP Intercoms Without Verifying Internet Connection Quality
The smartphone-to-door feature and cloud management platform both require consistent internet access from the building. An intercom system installed into a building with a poor or unreliable internet connection will generate resident complaints immediately after go-live, and diagnosing the problem requires coordinating between the intercom installer, the ISP, and the building's network configuration — often without a clear owner for each component. Verifying the internet connection quality before installation removes this risk.
Overlooking Lift Car Intercom Requirements
AS 1735.19 requires a separately compliant emergency communication system in lift cars. The front door video intercom system does not satisfy this requirement and cannot substitute for a dedicated lift emergency phone. These are separate systems with separate compliance obligations. Strata managers overseeing lift upgrades or building upgrades should ensure lift emergency communication is addressed independently. Pickle has published a detailed guide on lift emergency phone requirements in Australia that covers what compliance looks like in practice.
For buildings also assessing CCTV as part of a broader security upgrade, Pickle's article on CCTV and network security for buildings covers network design considerations that apply equally to intercom and camera deployments.
What Pickle Provides for Strata Buildings
Pickle manages the network infrastructure that IP intercom systems depend on: managed PoE switches, dedicated VLAN configuration for intercom and access control traffic, firewall rules for cloud platform endpoints, and the building internet connection that the cloud management platform connects through.
The majority of IP intercom faults that strata managers encounter after installation are not hardware faults — they are network and connectivity faults. When the cloud management portal becomes unreachable, when the smartphone app stops receiving door calls, or when video quality degrades during busy periods, the root cause is almost always one of the following: a firewall rule blocking cloud traffic, network congestion on a shared switch, or degraded internet performance at the building level. None of these faults are visible to the intercom vendor, and none are within scope for the ISP. They are network management problems.
Having a managed network provider means those faults are diagnosed and resolved through a single contact — without the strata manager having to coordinate between an intercom installer, a switch vendor, and an ISP who each disclaim responsibility for the other's infrastructure.
Pickle's strata management communications page outlines the full scope of services available to strata buildings, including managed internet, managed switching, VLAN design, and ongoing support.
Frequently Asked Questions
Q: Do IP intercoms work during internet outages?
A: It depends on the system architecture. If the intercom relies on a cloud platform for smartphone-to-door calls and remote management, those features will be unavailable during an internet outage. However, calls between the door panel and in-building handsets or wall monitors (which communicate over the local network rather than the internet) will typically continue to function if the local network remains up. Cloud-managed systems vary in how they handle offline scenarios — this is worth clarifying with the vendor before procurement.
Q: Can I keep the existing handsets in apartments?
A: In most cases, no. Existing analogue handsets are not compatible with 2-wire video systems or IP systems, and need to be replaced as part of the upgrade. Some 2-wire video systems allow phased replacement where audio-only handsets remain temporarily while video monitors are installed progressively, but this should be confirmed with the selected vendor. IP systems require SIP-compatible phones or dedicated IP intercom monitors in each apartment.
Q: What is SIP and does my building need a SIP server?
A: SIP (Session Initiation Protocol) is the industry-standard signalling protocol used to establish voice and video calls over IP networks. IP intercom systems use SIP to route calls from the door panel to apartment phones, monitors, or smartphones. Whether your building needs an on-premises SIP server depends on the platform chosen. Cloud-managed intercom systems include SIP routing in the cloud service, so no on-premises server is required. On-premises SIP server deployments give the building more control and may reduce ongoing cloud subscription costs, but require a server to be maintained and a publicly reachable IP address for remote access to function.
Q: How many PoE ports do I need for my building?
A: Count every powered device the intercom system will connect: the main entry panel, any secondary entry panels (basement, side gate, carpark), and any in-building panels or controllers that require PoE. Add to this any access control devices (electric strike controllers, card readers) that will share the same managed switch. Then add a minimum of 20 to 25 per cent headroom for future additions. A building with one main entry, a carpark entry, and a pool gate, for example, requires at least three PoE ports for door panels before accounting for any controllers. Your network provider or intercom installer should provide a full PoE budget as part of the design documentation.
Q: Who manages the intercom system after installation?
A: Responsibility is typically split between two parties: the intercom vendor or their authorised technician manages the intercom hardware, firmware, and panel configuration; and the network provider manages the infrastructure the intercom runs on — the managed switch, VLAN, firewall, and internet connection. Where these two parties are not coordinated, faults that sit at the boundary between network and intercom are slow to resolve. Pickle works directly with intercom vendors during installation and for ongoing fault resolution, so the strata manager has a single escalation point for connectivity-related issues.
Speak to Pickle About Your Building's Network Infrastructure
If your strata building is evaluating an intercom upgrade or has already selected a system and needs the network infrastructure assessed or deployed, Pickle can help. We manage the switches, VLANs, firewall configuration, and building internet connections that IP intercoms depend on.
Call 1300 688 588 or email [email protected] to speak with a member of the team about your building's requirements.