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Luke Warby

Bria Stretto – Generating Support Logs for an Apple Device

If you have contacted our support team regarding an issue with CounterPath’s Bria Stretto application we may require some logs from your application that you will need to generate.

This blog post should act as a rough guide on how to obtain the log as it may vary slightly depending on the application version and also the make and model of your device.

Step 1 – Open the Bria Stretto application and replicate the fault

Step 2 – Once the fault has been replicated press the ‘Cog’ icon. (Highlighted in the image below)

Step 3 – Once the new page loads, select ‘Advanced Settings’ (Highlighted in the image below)

Step 4 – Once the next page loads, scroll down until you reach ‘Application Logging’ and press ‘Send Log’. Don’t press ‘Call Statistics’. (Highlighted in the image below)

Step 5 – Once you press ‘Send Log’ it will display the image below. Once you are on this page press ‘Yes’ to generate the log

Step 6 – After the log has been generated and sent to CounterPath’s server it will display something similar to the image below with a ‘Log Reference’. (It is Important to make a note of this reference)

Step 7 – Contact us with the log reference and the user account this log belongs to so we can find it on the CounterPath Portal.

Important: You need to contact us once the log has been generated as they don’t stay on the portal for long.

Bria Stretto – Generating Support Logs for an Android Device

If you have contacted our support team regarding an issue with CounterPath’s Bria Stretto application we may require some logs from your application that you will need to generate.

This blog post should act as a rough guide on how to obtain them because it may vary slightly depending on the application version and also the make and model of your device.

Obtaining the logs from an Android device

Step 1 – Open the Bria Stretto application and replicate the fault

Step 2 – Once the fault has been replicated press the ‘Cog’ icon. (Highlighted in the image below)

Step 3 –  Once the new page loads, select ‘Advanced Settings’ (Highlighted in the image below)

Step 4 – Once the next page loads, scroll down until you reach ‘Application Logging’ and press ‘Send Log’. (Highlighted in the image below)

Step 5 – Once you press ‘Send Log’ it will display the image below. Once you are on this page press ‘Yes’ to generate the log

Step 6 – After the log has been generated and sent to CounterPath’s server it will display something similar to the image below with a ‘Log Reference’. (It is Important to make a note of this reference)

Step 7 – Contact us with the log reference and the user account this log belongs to so we can find it on the CounterPath Portal.

Important: You need to contact us once the log has been generated as they don’t stay on the portal for long.

 

Yealink – Obtaining Support Logs

If you contact the support team at ProVu regarding an issue with a Yealink device we might ask for some additional logs from the unit.

If you are asked to obtain these you can use the links below as a guide to obtain them.

For phones on firmware version 80 or lower use the link below:

http://support.yealink.com/faq/faqInfo?id=708

For phones on firmware version 80 or higher use the link below:

http://support.yealink.com/faq/faqInfo?id=707

For issues where it needs to be capture via wireshark please use the link below:

http://support.yealink.com/faq/faqInfo?id=709

 

Yealink USB Call Recording

Supported Yealink Models

SIP-T54S, T52S, T48G, T48S, T46G, T46S, T42S, T41S, T29G, T27G.

Enabling USB call recording

By default this feature is disabled, if you wish to use a USB stick to record calls you need to enable the following parameter:

features.usb_call_recording.enable
Valid Values: 0 or 1
1 = ON
0 = OFF

Note: this feature cannot be enabled via the web user interface or via the phone directly. It can only be done by a provisioning parameter.

If you are having your Yealink devices provisioned by ourselves and would like to use this feature just drop us an email and we can apply this to your template.

Uploading a CFG file

If you aren’t able to provision this setting to the device you can add the settings below to a plain-text file and upload it directly to the unit from a PC and it will enable the feature:

#!version:1.0.0.1
features.usb_call_recording.enable = 1
Remember to save the text file as “.cfg”

To upload the config file login to the web user interface of the phone and go to “Settings” > “Configuration” > Select the “Choose File” button next to “Import CFG Configuration File” and select the file on your PC > After selecting the file press the “Import” button for it to upload.

After the file has been uploaded the setting will be enabled.

Using USB call recording

1) Connect the USB stick to the phone and it will display a message saying “USB Flash Drive Connected” and display a logo of a USB Stick in to middle of the screen like above. (This will appear even if the setting is not enabled)

2) To use the feature during a call you will now notice a “More” soft-key appears. If you press this, you will get the option to start recording the call.

3) Press the “Start REC” button then you will have the option to pause or stop the recording. If you pause the recording you will have the option to start again or stop.

4) If you press the stop option you will see a notification saying the recording has successfully been saved.

5) To listen to the recording either disconnect the USB and connect it to a computer or alternatively press  the “Menu” button whilst the phone is not on a call and press enter on the “USB” option.

6) Then Select “Browse Audio”

7) Then select an audio file and press play:

8) The recording will then automatically start playing. You can pause, rewind and fast forward the recording.

Recent change to CounterPath

Recently CounterPath have moved to PUSH to send incoming call notifications to their mobile applications. This has been done to improve battery life of devices.

Due to this change some users may be experiencing issues, where they are not notified of incoming calls when the application is closed or running in the background.

This is because the application does SIP registrations slightly different than before when the app is running in the background or closed.

Example of CounterPath application registering when app is open:

How this works is when the application is open the client registers directly to the PBX or SIP provider as normal.

Client <—–> PBX/SIP Provider

Example of CounterPath application registering when closed or in the background:

What happens when the app is running in the background or closed is it sends a PUSH registration to CounterPath’s servers, and this server then does the SIP registration to the PBX or SIP Provider. When a call is received on this account the PUSH server sends a notification to the mobile device and receives the incoming call.

Client <—-> CounterPath PUSH Server <—-> PBX/SIP Provider

Because the application registers to the PUSH servers when closed or in the background you need to make sure that your mobile devices can contact the following servers listed below:

Clients should automatically route to the correct nearest regional server, but we recommend ensuring that ALL addresses are accessible in case of travelling users, etc.

Domain Names IP Addresses
https://push.softphone.com 35.185.177.49
https://push-as.softphone.com 35.187.236.29
https://push-au.softphone.com 35.189.7.217
https://push-eu.softphone.com 35.189.10.177
https://push-ue.softphone.com 35.195.163.239
https://push-uw.softphone.com 35.195.65.27
wss://push1.softphone.com 35.197.16.246
wss://push2.softphone.com 35.197.115.127
wss://push-as1.softphone.com 216.93.246.120
wss://push-au1.softphone.com 216.93.246.121
wss://push-eu1.softphone.com 216.93.246.122
wss://push-uw1.softphone.com 216.93.246.167

Polycom Recovery (Resolve a Formatted File System)

If you’ve ever pressed the wrong button trying to perform a factory reset on a Polycom phone and accidentally pressed “Format File System” instead. You’ll most likely know it can be time consuming to recover the unit if you don’t have a provisioning server set up for this.

Well, you’re in luck! (Hopefully)

You should be able to use our server to download the application back on to the unit. Below is a list of all the units that can be recovered via our server.

Available for Polycom Models:

2345-12365-001.sip.ld = SoundPoint IP 331
2345-12450-001.sip.ld = SoundPoint IP 450
2345-12560-001.sip.ld = SoundPoint IP 560
3111-19000-001.sip.ld = SoundPoint IP 560
2345-12360-001.sip.ld = SoundPoint IP 321
2345-12375-001.sip.ld = SoundPoint IP 335
2345-12500-001.sip.ld = SoundPoint IP 550
2345-12600-001.sip.ld = SoundPoint IP 650
3111-30900-001.sip.ld = SoundStation IP 5000
3111-40250-001.sip.ld = VVX 101
3111-44600-001.sip.ld = VVX 600
3111-46161-001.sip.ld = VVX 310
3111-48350-001.sip.ld = VVX 311
3111-48500-001.sip.ld = VVX 501
3111-40450-001.sip.ld = VVX 201
3111-46135-002.sip.ld = VVX 300
3111-46162-001.sip.ld = VVX 410
3111-48400-001.sip.ld = VVX 401
3111-48600-001.sip.ld = VVX 601
3111-44500-001.sip.ld = VVX 500
3111-46157-002.sip.ld = VVX 400
3111-48300-001.sip.ld = VVX 301
3111-48450-001.sip.ld = VVX 411

Just follow these easy steps:

1) Connect the phone to the network (and power supply if required).

2) The phone will power up and display “starting application, press cancel to interrupt”. You need to press the “cancel” button.

3) It should then display a new screen that displays three options. “Start”, “Setup”, “About”. Press the button for “Setup” and enter the password. (by default it is 456)

4) Then it will display “provisioning server” > Press “Select” and set the “Server” type to “HTTP” > Scroll down to “Server Address” and press “Edit” and enter the following: polycom.provu.co.uk/fw/recovery/

5) Then Press “Exit” and then “Exit” again and select “Save and Reboot”.

6) Wait for the phone to reboot and contact our servers, if successful it should say something similar to “Updating XXXX-XXXXX-XXX.sip.ld, please wait”. Where X are numbers.

7) Leave the phone to download the application and wait until it boots up to the default Idle screen.

Important Note: Remember to upgrade the firmware version of the unit to the latest once the recovery has been completed. We can’t guarantee the firmware on the recovery server will be the latest.

How to route calls via prefixes on the 2N VoiceBlue Next

If you are using prefixes from your PBX in order to route out via different SIM cards you need to configure the voiceblue to be expecting this. The first thing you will need to do is assign the SIM cards to a GSM group. In this blog it’s configured for two SIM cards/prefixes.

1. In the web user interface go to Gateway configuration > GSM group assignment and set each module to have their own group and press save.

2. Now we need to configure the prefixes that the voiceblue needs to be looking out for when a call gets sent to it. Under “Gateway configuration” go to “Prefixes” and then select one of the prefix tabs along the top.

2b) Once you’ve selected one of the Prefixlists we need to set the “Default count of digits” to the digit length we will be sending out via the SIM card and not how many are being sent to the voiceblue via the pbx. Example the voiceblue receives 12 digits and sends out 11 to the mobile network.

2c) Then we need to configure the table of accepted prefixes. This configures what prefix the voiceblue is looking for. In the “Detect prefix” field enter the desired prefix you are using then press “Add”. It should then appear in the list.

2d) Then we need to configure the “Table of replaced prefixes”. When the “/” is highlighted click the “Remove” button. Once removed in the “Remove prefix” field enter the desired prefix you are using and click the “add” button. Example: it should appear in the list as “8/”

2e) Once you’ve configured the above press save at the bottom and repeat for each prefix being used but remember to use a different list.

3a) Now we need to configure the LCR table. Go to “Gateway configuration” > “LCR table” and configure the first VoIP LCR by clicking the edit button.

3b) Then select the prefixlist that is going to be used for the first SIM group by editing “prefixlist or number of digits” with the prefixlist tab you configured earlier.

3c) We now need to configure the SIM group by going to “Groups/Tariffs” and selecting the required GSM group we created earlier.

3d) Press the OK button and then save the settings.

3e) Press the copy button for the VoIP LCR we just edited and then edit the prefixlist and GSM group as before for the second SIM routing and press OK and Save.

4) You should now be able to make calls via the desired SIM using prefixes on the voiceblue next.

Yealink W52P & RTX 4002P – Setting up Daisy Chain

Yealink W52P & RTX 4002P – Setting up Daisy Chain

*RTX4022P can not be set up in Daisy Chain with 3rd party devices such as Gigaset and Yealink*

* Requires RTX PC Software *
* Maximum of 3 Repeaters in a Daisy Chain *

1) Enable Repeater mode on the W52P:

– Press OK on the W52H ‘handset’ and then go to settings. Choose “System Settings” and then select “Repeater Mode”.

2) Pair the first RTX repeater in the chain to the base:

– Plug in the RTX repeater for 1-5 seconds (We count to 3) and then unplug it.

– Plug it in again and leave it. The LED indicator on the RTX repeater will then flash slowly (This means the repeater is ready for manual registration).

– Press the paging key on the W52P base until the “Handset” LED light on the base starts flashing.

– The LED on the RTX repeater will now change to flash faster than it did before.

3) Assign a repeater number to the RTX repeater from 2 to 7, for up to 6 repeaters. (The W52P takes repeater number 1)

– Dial #*9 on the W52H ‘Handset’, it will stay on this call for the duration of this procedure. The LED on the repeater will be lit solid.

– Press a number between 2 and 7. The LED indicator on the repeater will flash a corresponding number of times and then stay solid.

– Accept the registration by pressing the * key and end the call on the W52H ‘Handset’.

4) Configure the repeater:

– Connect this repeater to the RTX USB cable, power supply and your PC.

– Load the RTX software on the supplied CD.

– Select the COM port the USB cable is connected to.

– Press the “load” button.

– Write down the “RFPI” number from the “Repeater” section.

– Disconnect this repeater but do not close the software.

4.1) Configure the next repeaters

– Connect the next repeater that will be used in the daisy chain.

– Type the “RFPI” number you have written down into the “RFPI” box in the “Network Device” section.

– Tick the “Ignore Hop Control” box and optionally the “Monitor Beep” if you want that on (useful for testing).

– Increment the “RPN” number in the “Repeater” section. This need to go up by one for each repeater in this chain.

– Press “Save”.

– If this isn’t the last repeater in the chain, click “Load” and write down the “RFPI” number from the “Repeater” section (This will then be used by the next repeater in the chain in it’s “Network Device” section).

– Pair this repeater to the base by following the procedure in steps 2) & 3).

* Repeat step 4.1) for each repeater in this chain.

* Repeat steps 2) to 4.1) for each chain.

How to put RTX 8630 base in to multi-cell mode

1) Find the IP address of the base unit and enter that in to a web browser to configure the device.

2) Once you have logged in (Default username and password are both admin) go to “Time” on the left hand column and enter a timeserver in the field. Once you have done this click save and reboot. (a reboot is required to work correctly)

3) Now go to “Servers” (This is where we configure the PBX details and tell the extensions where to register). Enter the relevant information in to the fields and then click save.

4) Next go to “Extensions”, click “add extension” and fill in the relevant information for the extension such as authentication name and password. Don’t forget to choose the server we created otherwise the extension will not register.

5) Next go to “Multi cell” and change “Multi cell system” to “Enabled”, then create a “system chain ID” all the bases that are going to be paired need to have the same ID number. The Synchronization time can be increased/decreased to change how often the bases sync together. Leave “Multi cell debug” set to “None” for general use (only change when you need to debug issues) then click save and reboot.

Once the base has rebooted on the “Home/Status” page it should come online as Multi cell Unchained(Unchained) Allowed to Join as Primary

6) Connect the second base and follow step 1, 2, 5. (Repeat for every base being connected)

7) Once the second base has rebooted, on the “Home/Status” page  it should come online as Multi cell Unchained(Unchained) Allowed to Join as Secondary. Wait a few minuets and let the bases communicate with each other.

8) On both bases it should now look different under “Multi Cell”. The base with the extension should be listed as the “primary” and the other base/s should be “locked” under “DECT property”.

Please note: if your base has been displaying (UnchainedAllowed to Join as Secondary) for a while make sure you have created at least 1 extension on the primary base.

Algo Multicast Group

I think nearly anyone that has seen the Algo audio alerting devices has wondered what a group of them would sound like when they are positioned together.

Recently here at ProVu we got to group 38 Algo devices together and set them up to listen on multicast.

We were impressed with the kit and the result, the audio setting was left untouched so they are set to the default (I think it is 4 and goes up to 10) so they can become louder if required.

What do you think?

Check out the video below.

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