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Cisco CP Range – How to capture a ‘.pcap’ trace

This blog post is going to outline the steps to take to source the required file. If you contact the ProVu support team experiencing Registration or Call issues with the Cisco CP series of phones, we will require a PCAP trace capturing the problem to help identify the cause of the issue.

Step 1 – Access the web user interface

In order to access the web user interface of your device you will need to find the IP address. There are a few ways this can be done such as logging in to your router and checking the DHCP table, but most likely the easiest method and the one this blog post is going to cover is to get it physically from the phone.

You’ll need to press the ‘Settings‘ button on the phone which has the symbol of a cog. Once you have pressed this button scroll through the options available and select ‘Status‘ > ‘Network Status‘ > ‘IPV4 Status‘ and make a note of the IP address.

Once you have the IP address, open a web browser and type the IP address in to the top search bar and press enter as displayed in the image below.

 
Once you have pressed enter it should take you to the ‘Info‘ page. On here you need to select the admin user and then advanced options by clicking the red outlined text in the image below.

(By default there is no admin password applied but if you have set one it will require this)

Once you have done that go to ‘Info‘ > ‘Debug Info‘ and you should be on the page below.

 

Step 2 – Capturing the ‘.pcap’ trace

On the ‘Info‘ > ‘Debug Info‘ page there is a section under ‘Problem Reports‘ that says “Packet Capture” with a button next to it. Follow the steps below to generate the file.

  • Press ‘Start Packet Capture‘ and select the capture filter to ‘All‘.
  • Replicate the issue – if your issue is related to outbound calls failing, attempt to place an outbound call. If your issue is related to Registration issues you can force a Registration by disabling and enabling the SIP Account:
    • To do this you need to go to ‘Voice’ > ‘Ext 1‘ and change ‘Line Enabled‘ to ‘No‘. Then click ‘Submit all Changes‘ at the bottom of the page. Wait 30 seconds for the web user interface to reload and then go back to ‘Voice‘ > ‘Ext 1‘ tab and change ‘Line Enable‘ to ‘Yes‘ and click ‘Submit all changes‘.
  • Press the button next to ‘Packet Capture‘ again (this time it should say “Stop Packet Capture“)
  • Once the trace has been stopped and generated you can download it from “Capture File” link outlined in the image below.

Once you have download the file please send it to the engineer requesting it, or to support@provu.co.uk if this is the first time reporting the issue.

APC Temporary Suspension of Services to Tier 4 Impacted Areas

We have received notice from APC that due to the increased demand for deliveries going to Tier 4 restricted areas, they are suspending their service to these locations until 29th December. This largely affects the South East, London and Wales.

During this time any orders to these areas will automatically be booked on with DPD instead. Please note, we have an earlier collection time with DPD and therefore the cut off for same day despatch is 15:45.

We are working hard to make sure deliveries run as smoothly as possible during these difficult times, however delays are inevitable.

For a reminder of our Christmas opening times and services please see our Christmas opening & shipping times blog.

How to Resolve Yealink RPSing

If you have recently factory reset a Yealink handset then you may see the following notifications on your devices screen. ‘input sn‘ on the first line (top left of the screen) or ‘RPSing’ on the account information on the web interface.

Yealink RPSing

In this blog, we will take you through a few short steps you can take to solve this issue and have your phones back up and running as soon as possible.

Step 1:

Click on the function key where ‘input sn‘ is located. You should then be presented with the following page:

Enter the last 5 digits of the serial number (Not the MAC address)

You get x5 attempts at entering the correct SN, if you enter the incorrect serial number you will get the following message:

Step 2:

Once you have entered the last 5 digits of the serial number the phone should then reset and boot up as normal.

Entering the serial number bounds the phone onto the Yealink RPS account.

If you run into any issues or would like more Yealink technical advice, please contact support@provu.co.uk or call 01484 840048 option 2.

Level up your portfolio with ITSPA’s Highly commended Device of 2020

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Take a look at how the T5 series stacks up against the T4.

Still need more convincing?

The Yealink T5 series was highly commended as the Best Device of 2020 in the ITSPA Awards.

Specifically the T58 with Camera was Highly Commended in the Best VoIP Device category at this year’s ITSPA Awards. An impressive device with many award winning features including Yealink’s Premium HD audio, compatibility with the CAM50 HD camera, 7” colour touch-screen and Microsoft Teams integration.

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Get in touch with our expert sales teams on 01484 840048 or email contact@provu.co.uk to find out how to level up your Yealink Portfolio today!

Bria Enterprise for Mobile – Selecting the correct registration method for your SIP Platform

When the CounterPath Bria Enterprise application is used on a mobile device the native operating system (Android or iOS) can close the application when it is running in the background to preserve battery life.

As this can happen, it is important to make sure the application is still receiving phone calls regardless of whether the application is open and running in the foreground, or if the application is:

  • Running in the background
  • Closed (Manually, or by the Operating System to save battery)

The Bria Enterprise Application ensures this by utilising the Bria Push Servers to take over the SIP registrations of the accounts. In most cases this is when the application is closed, or running in the background.

Now, because some SIP servers support multiple SIP Registrations per SIP extension and some only allow one SIP registration per extension it’s important to configure the CCS provisioning portal with the correct value to reflect your SIP servers registration method (otherwise your clients may end up missing calls).

The table below shows the setting that changes the application and Push servers behaviour. Hopefully from the information below you can choose the appropriate value. Remember after each change in the CCS portal each user needs to logout of their application and back in again to apply the changes.

Setting: accountN.briaPush.RegistrationMode
(where N is a number from 1 to 5)		Parameters: 0,1,2,3
accountN.briaPush.RegistrationMode  controls how the combination of the Bria Enterprise client and the Bria Push server interact with the SIP server. Continuous (2) and Standard (0) are used if your VoIP service provider supports multiple registrations. Single Device Takeover (3) and Single Device Emulation (1) are used if your VoIP service provider does not support multiple registrations.

0:Standard (Dual Instances Alternate): Allows both the Bria Push servers and the Bria Enterprise clients to register to a customer’s SIP account in an alternating manner. In this mode, there may be short overlaps of registration where both the Bria Push server and the Bria Enterprise client are registered to the SIP server. Some PBXs, SIP servers or SIP services may have issues with this registration overlap. If you encounter an issue with registering to the SIP server or receiving push notifications, select a different mode. This option is equivalent to the deprecated pushSingleRegistration setting set to False.

1: Single Device Emulation (Single Instance Alternate): Ensures that both the Bria Enterprise client and the Bria Push server unregister before the other one registers. In other words, the Bria Enterprise client and the Bria Push server never register to a PBX, SIP server, or SIP service at the same time. The Bria Enterprise client controls the registrations by requesting the Bria Push server to register only after the Bria Enterprise client has de-registered and alternately, by receiving confirmation that the Bria Push server has de-registered before the Bria Enterprise client registers directly to the SIP server.

The Bria Enterprise clients will also not register while they are in a call delivered through the Bria Push server so that they do not cause potential issues with the call in progress being terminated by the SIP Server. This option is equivalent to the deprecated pushSingleRegistration setting set to True.

Note that when in the Single Device Emulation mode, there are periods of time (typically fractions of a second) when neither the Bria Enterprise client or the Bria Push server will be registered to the PBX, SIP server or SIP service. This gap could lead to a missed call if the call is presented to the SIP server at the same time that neither element is actively registered. This is a downside of the requirement of the SIP server that only one element can be registered at any one time.

2: Continuous (App Foreground, Server Persistent): Ensures that the Bria Push server is always registered on behalf of the Bria Enterprise client. The Bria Enterprise client still registers directly to the SIP server when in the foreground, but the Bria Push server does not de-register from the SIP server. In this mode, all inbound calls and all outbound calls from the Bria Enterprise client are handled by the Bria Push server.

The Continuous mode, in particular, is used when a SIP server supports multiple registrations at the same time. This mode avoids any gap in SIP registration because the Bria Push server is always registered on behalf of the Bria Enterprise client. In the event of a call to the SIP account while the Bria Enterprise client is in the foreground, the Bria Enterprise client will receive an INVITE directly from the SIP server and via the Bria Push server. The Bria Enterprise client will filter out these duplicate events and only allow one of the call attempts to progress.

3: Single Device Takeover (Single Instance Takeover): This is an enhanced option of the Single Device Emulation mode. The Bria Enterprise client and the Bria Push server take over registrations from each other without unregistering first. Neither the Push server or the Bria Enterprise client sends SIP de-registration messages when transitioning from one element to the other. It aims to eliminate gaps that are present in the other registration mode. This mode is in some cases beneficial for SIP servers that only support single registration.

Explore Fanvil’s new Work From Home Winter Bundle

Just for this month, we are delighted to offer you an exciting new Winter promotion bundle from Fanvil. Purchase an X6U and receive a WF20 WiFi dongle & PSU completely FREE. But hurry this offer is only available for a limited time, so get your work from home bundle today!

Discover Fanvil’s work from Home bundle

Find out more

 Fanvil X6U Enterprise IP phone
With the same great features and affordability you have come to expect from Fanvil, the X6U enterprise IP phone offers users a large 4.3” colour screen and 2 x 2.4” colour side displays for up to 65 digital label keys across multiple pages with 12 dual-coloured physical keys.

Find out more

 Fanvil WF20 USB WiFi dongle
Compatible with many of the Fanvil range, the WF20 WiFi dongle gives user devices extended connectability to wireless networks. Plug and play with the WF20 through connection to a USB port.

To place your order, simply contact one of our Fanvil experts today on 01484 840048 or email contact@provu.co.uk to find out more!

Order Today

*Offer is available until the 31st December.

Kick off the New Year as a 3CX Certified Partner

As we enter the festive season, it’s often a great time to get ahead for the New Year. As things begin to quieten down, it may mean you can get round to the tasks you don’t always have time for. Join us on 16th and 17th December for our virtual 3CX Basic Training course as we help you prepare to ramp up sales for 2021.

With a number of changes coming to 3CX in January, there couldn’t be a better time to gear up your partner status and maximise your potential as an accredited 3CX partner. From 1st January 2021, affiliate partners who have not achieved a revenue target of £2500 and haven’t obtained the bronze certification will be demoted. register now to get ahead of the changes.

Throughout this free course our Technical Solutions Director, Muhammad Bajwa will cover everything you need to know ready to sit the basic certification.

Course Topics Include:

  • 3CX Installation
  • Installing the Apps
  • Desktop Phone Configuration
  • Firewall Configuration
  • Configuring VoIP Providers/SIP Trunks
  • Voicemail
  • Digital Receptionist
Simply complete our sign up form to virtually be there! To gain the basic certification you will be required to sit the 3CX basic exam, this will need to be completed following the course.

Find Out More & Register

To speak to a member of our sales team about 3CX training or the impending changes please call 01484 840048 or email contact@provu.co.uk.

How to capture a PCAP trace on a 2N unit

If you have contacted Support regarding a technical issue that you are having with your 2N door intercom then we may have asked you to capture a trace replicating the fault.

This guide will show you how to capture a PCAP trace from a 2N Door Intercom.

Step 1:

Web browse to the IP address of the intercom. If you don’t have a DHCP table or network scanner to find the IP address reboot the intercom and wait for the second beep tone, after this press the main button 5 times. The intercom should then read the IP address out to you.

More information on this can be found on 2N’s Wiki.

Step 2:

Once you have logged into the web interface go to System highlighted below:

Step 3:

Go to Network > Trace as highlighted below:

Step 4:

Once you are on the Trace page, press the red record button to start the trace > This is now the time to replicate the fault the customer is experiencing.

Step 5:

Once the fault has been replicated press the Stop button > then press Export > Finally send this to support@provu.co.uk

If you have any problems with this please contact support on 01484840048 option 2 or email support@provu.co.uk.

How to add BLF/presence on CounterPath Bria Stretto

Did you know you can get BLF (busy lamp fields) on your Bria softphone client, if not here is how to set this up:

Step 1:

On the Bria Stretto client go to > Contacts > Buddies > press the plus button to add a new buddy.

Step 2:

Config the buddy with the relevant SIP credentials and make sure to select softphone from the drop down list as per the screen shots below:

Now that all the configuration has been entered click the Tick at the top right of the page to save.

Once these steps have been completed you should be able to see when your colleagues are not available or on the phone etc…

If you have any further CounterPath technical queries please feel free to contact support on 01484 840048 option 2 or email support@provu.co.uk

The Business Continuity Checklist

ProVu, your one-stop shop for all you business continuity needs.

       
Headsets Headsets to suit all requirements, from budget wired headsets to wireless, Teams certified devices, we have you covered.
USB Cameras Keeping connected virtually couldn’t be easier with USB cameras ready to be connected to PCs, laptops and compatible handsets.
Personal Speakerphones Great for on the move and at home, personal speakerphones help to maintain optimal call clarity when you need a rest from your headset.
Microsoft Teams Certified Devices With many companies choosing Teams as their preferred platform, we have a range of certified compatible devices available.
IP Video Phones Stay connected with an IP video phone, ideal for those who want the functionality of a desk phone with the ability to put a face to the call.
Softphone Licenses Remotely manageable and configurable, softphones can offer a great solution for those looking for a platform to use across multiple devices and locations.
IP Desk Phones Utilising desk phones both in the office and at home can help to create an element of normality in workers’ routines.

Get in touch to discuss your requirements

We’re here to support you; whatever your requirements, our team are on hand to help you every step of the way. With automatic device provisioning and branded or white labelled next day delivery available, your customers will be up and running in no time.

Call 01484 840048 or email contact@provu.co.uk. to discuss your requirements with a member of our team.