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Support & Troubleshooting

Yealink Teams – How to setup a screen lock

If desired on your Yealink Teams phone you can set a screen lock to prevent unauthorized people from making changes to your device, scheduled meetings or prevent them from making outbound calls. When the screen is locked you can still answer incoming calls.

Step 1 – Press your account icon in the top right hand corner where it shows your account’s presence status

Step 2 – Select ‘Settings’

Step 3 – On the settings page scroll down and select ‘Device Settings’

Step 4 – On the ‘device settings’ page find ‘Phone Lock’ and move ‘Lock Enable’ to the ‘ON’ position. Once you have done that enter a PIN with the minimum length of 6 digits, and then enter the digits again to confirm them. You may also wish to decrease the idle time-out to something less that 15 minutes as there’s no way to manually lock the device.

Step 5 – When your phone screen locks it should change to the one shown in the image below, press the padlock icon and enter your pin to unlock to the device.

If you would like to disable screen lock, go to ‘Settings’ > ‘Device Settings’ and change ‘Phone Lock’ to disabled. If your device is forcibly being set with a screen lock you must speak to your system administrator about getting it disabled.

If you have purchased your Yealink Team’s devices from ProVu and you are having difficulty with this blog post, or anything else related to your device please send an email to support@provu.co.uk explaining your issue.

How to enable Hybrid Mode on Yealink Teams Devices

The following blog post was done with a T56A running firmware version 58.15.0.124. The same steps should apply to the following models on the latest firmware version: T55A, T56A, T58A, CP960, MP54, MP56, MP58

You can enable hybrid mode directly through the web user interface of the Teams device. This allows you to use a SIP account to make and receive calls, as well as using your Teams account.

Part 1 – Enable Hybrid mode

Step 1 – Access the web user interface of the phone by entering the IP address of the device in to a web browser. You need to specify ‘https’ and port ‘443’, (Example: https://192.168.1.15:443) in order for the login page to load otherwise you will see an error saying this site cannot be reached.

Step 2 – Once you are presented with the login page for the web user interface, login to the device. By default the credentials are ‘admin’ for the username and password.

Step 3 – Select Hybrid mode down the column to the left and choose basic. When the page loads move the ‘Hybrid Mode’ slider to ‘ON’.

You will then be presented with two settings, SIP Idle timeout and Quick Ball. The SIP Idle timeout configures if the device should revert back to teams mode after a period of inactivity. The Quick Ball mode is a handy setting that when enabled presents a little button on the screen to flick between teams mode and Hybrid (SIP) mode.

Step 4 – Once you are happy with the settings picked click confirm and the phone will restart.

Step – 5 Once the phone has restarted login to the web user interface and click ‘Account’ to setup your SIP account on this device.

Note: If you have Quick Ball turned off, you will need to follow the steps below to access Hybrid mode from the phone user interface otherwise you can easily flick between the two modes via the Quick Ball.

Part 2 – Access SIP (Hybrid mode) from the Phone User Interface

Step 1 – From the settings menu go to ‘device settings’, or when on the sign in screen click the cog symbol highlighted in the image below.

Step 2 – When the new page opens click ‘Device settings’

Step 3 – Once on the ‘device settings’ page scroll down to ‘Hybrid Mode’ and you should see the page as shown in the image below. To proceed to access ‘Hybrid mode’ click ‘Access Survivability App’

If you would like to quickly switch between your teams and SIP account I would recommend turning on the Quick Ball feature. This will allow you to change between Teams mode and Hybrid mode at the click of a button. The ‘SIP Idle timeout’ configures if the device should revert back to teams mode after a period of inactivity.

Step 4 – Once you have clicked Survivability you will see a similar screen to the one below and if you have an account registered you can start placing and receiving calls.

In the image below you can see a little circle in the bottom right corner saying teams. This is the Quick Ball to easily change modes, otherwise press the two lines at the bottom of the screen to go back to teams mode and follow the steps above to get back in to hybrid mode.

If you have purchased your Yealink Team’s devices from ProVu and you are having difficulty with this blog post, or anything else related to your device please send an email to support@provu.co.uk explaining your issue.

Yealink Teams – How to login to your Teams account on a Yealink Teams Device

This blog post was created with a T56A on firmware version 58.15.0.124 but the process should be the same across all Teams desk phones.
 In order to login to a Yealink Teams device, you need a certain subscription as outlined in this blog post.

Method 1 – Using an internet capable device with a login code

Step 1 – Follow the instructions on the login page of your Yealink Teams device, example shown in the image below, it tells you to web browse to the following URL on an internet capable device: https://microsoft.com/devicelogin

Step 2 – Once you’ve browsed to that URL enter your login code from your devices login screen.

Step 3 – Once you’ve entered the code, you will be presented with a page to enter your email address.

Step 4 – Once you’ve entered your email address, you will then be asked to enter your password for this account.

Step 5 – Once you have done that, your phone will automatically sign-in to your teams account and the web page will tell you to close the page. If your phone is nearby you may see it automatically start to log you in and then your phone will display this page. Click ‘Got it’ to start making or receiving calls.

Method 2 – Using the phones user interface

Step 1 – On the device’s login page, press “Sign in on this device”

Step 2 – Once you have done that a new screen will load asking for your to enter your Microsoft Teams email address, Once you have done that click the sign in button.

Step 3 – Another screen will then load asking you to enter the password for the Microsoft Teams account you are trying to sign in with.

Step 4 – Once you have done that, it will cycle through some more screens and eventually, it will have signed in to your Teams account on this device. Click ‘Got it’ and you can start to make and receive calls.

If you have purchased your Yealink Team’s devices from ProVu and you are having difficulty with this blog post, or anything else related to your device please send an email to support@provu.co.uk explaining your issue.

Supported Microsoft Teams Subscriptions on Yealink Teams Devices

At the time of writing, and to the best of our knowledge these are the requirements to be able to log in to a Yealink Teams device with a Microsoft Teams account.

You will need one of the following Microsoft subscriptions, but these do not allow PSTN calling. It’s only possible to communicate with other Teams users on your system. Please also note you can not login with a free to use Microsoft Teams account.

Supported Microsoft Teams Subscriptions:

  • Microsoft 365 Business Basic
  • Microsoft 365 Business Standard
  • Microsoft 365 Business Premium
  • Microsoft 365 E3 or A3
  • Office 365 E3 or A3

If you want to place PSTN calls you will also need an additional subscription to the Microsoft 365 Business Voice service (available for qualifying plans only) or have a Microsoft 365 E5 service.

Please be aware that Microsoft 365 and Office 365 are not the same.

Below are some links so you can compare the available services, but make sure to read the small print to fully understand which services are offered and which are excluded with the plan. If you are still unsure I’d recommend reaching out to Microsoft and explaining your interest and requirements.

Compare Microsoft 365 Business Plans

Compare Microsoft 365 Enterprise Plans

Compare Office 365 Plans

Compare Microsoft 365 Business Voice & Microsoft 365 E5

Discover more about Yealink Teams Devices

Important: Additional Microsoft plans are required for the Yealink Microsoft Teams Rooms Systems. This page can be used to identify which plan you will need.

Yealink TFTP Recovery

If your Yealink device is in a boot loop or stuck on the Welcome initializing… Please Wait screen then you may need to preform a TFTP firmware recovery. This guide will show you how.

In the guide we will be using PumpKin TFTP Server but you can use any substitute you like.

Please note: ProVu are not liable for any issues caused by this download and please make sure that this is all setup on a LAN and not a WAN.

Step 1:

To acquire the firmware recovery files please contact support@provu.co.uk

Step 2:

Once you have the right firmware files you will need to setup your TFTP server.

Once you have downloaded and installed PumpKin from the link above you will be presented with the below page:

From here you will need to click on options which should bring up the following window:

On the above window you will need to set the TFTP filesystem root to the folder that you stored the firmware files in. In the example above I kept this in the Downloads folder but these can be stored anywhere you like.

You will also want to change the Read Request Behaviour to Give all files and the Write Request Behaviour to Take all files as shown in the screenshot above. Setting these options will allow the phone to request all the firmware files that it is looking for in the selected file path.

Once these have been set you can now click ‘OK‘ to save changes.

Step 3:

Putting your device into TFTP recovery mode. This may differ depending on what Yealink device you have so I have tried to cover them all in this guide for you.

T19, T2x, T3x, T4x, T5x

Step 1 – To recovery the above models you want to power off the device > press and hold the speakerphone button while powering on the device until you get to the following page:

Unless your phone has a USB port in which case you will see these 2 options before the above:

If you are presented with this page first then click on 1. TFTP option.

Step 2 – You should be on the page that has these four options:

  1. IP address
  2. Netmask
  3. IP Gateway
  4. TFTP Server

For these four options you will want to input the following:

  1. IP address – Any unused IP address that is available on your network.
  2. Netmask – For the netmask you will want to add the subnet mask of your network for example 255.255.255.0.
  3. Gateway – This will be the IP address of your router.
  4. TFTP Server Finally this will be the IP address of the PC that is hosting PumpKin & Firmware files.

Once you have input these details press the ‘OK’ button on the handset, this will then start requesting the files that you downloaded and stored earlier.

Step 3 – Please note that this process can take a few minutes to complete. You should see Updating on the screen until eventually the phone reboots itself. If successful then once rebooted you should see the phones home screen as normal

If this was not successful then you should see a message such as Update failed, if that is the case then you will need to check your details and firmware file path and try again until successful.

W52P & W60B

Step 1 – To recover a DECT base station is a little different to a deskphone.

DECT equipment requests the files from a specific IP address so you will need to make sure that your PC that is hosting PumpKin is configured with the following information as per below:

Step 2 – During the recovery the base station should get an IP address of 192.168.0.100 and will request the firmware files from the IP address above (192.168.0.23)

To put the base station into recovery mode you will need to unplug the unit press and hold the paging button (only button on the base station) and power on the device while still holding the paging button until all the lights turn on one by one (Power, Network & Phone/Dect)

Step 3 – Just like the deskphone this will take a few minutes to complete. Once successfully complete the base should reboot and all lights on the base should be solid. The device should now get an IP address via DHCP and can now be accessible.

If you have any problems/issues with any of the above please contact support@provu.co.uk or call 01484 840048 option 2 for support.

Fanvil Stuck on Splash Screen

If your Fanvil phone is stuck on its splash screen:

Then you may be able to resolve this by hard resetting the phone via POST MODE. Follow the steps below to find out how:

Step 1:

Make sure your IP phone is completely turned off.

Step 2:

Hold the pound key (#) 

  • If you are using an X6: press # after the 2nd Red Light blinks on Power Indicator LED.
  • If you are using an X7: press # after the power light has flashed 4 times.

You will then see the message “Post Mode” appears on your screen as per image below:

Step 3:

Dial *#168

After 5 seconds, you should see “Conf Reset” on your screen.

Restart your IP phone and your phone will be reset to the factory settings.

If this did not resolve your issue they you may need to try a TFTP firmware recovery found here.

If you have any issues please contact support@provu.co.uk or call 01484 840048 option 2.

Enabling EHS on Fanvil phones

The steps below will show you how to enable EHS both through the phones interface and the web interface on your Fanvil phone.

Phone Interface

Step 1:

Go to Menu > Features > Advanced > EHS as shown below:

Step 2:

Using the right arrow key set the EHS option to ‘Enabled‘ and press ‘OK‘ to save changes:

Web Interface

Step 1:

Find the IP address of your Fanvil phone by going to Menu Status or by pressing the ‘OK‘ button.

Step 2:

Once you have obtained the IP address enter this into your web browser you should be then prompted for login credentials, by default these are:

Username = admin

Password = admin

Step 3:

Once successfully logged into the web interface navigate to Phone Settings Features > under Basic settings Enable a setting called ‘Ring From Headset‘ as shown below:

Step 4:

Now go to Media Settings > EHS Type > Enable > finally click Apply.

You should now be able to answer and end calls using your wireless headset.

If you have any problems/issues please contact support@provu.co.uk or call 01484 840048 option 2 for support.

Yealink – Adjusting the sending volume (outgoing volume) on the T2, T4 and T5 Series Phones

You may be getting reports from your customers saying that when they are on a call, the opposite party is telling them that their audio is too quiet, or maybe even too loud when they talk. Usually this isn’t a problem because the opposite party can adjust the volume of the person calling with their own phone, but what if the opposite party has already done that and it’s still too quiet or too loud?

If that is the case then you may be able to adjust three settings on the Yealink device. These can found on the web user interface by going to the ‘Features’ > ‘Audio’ page and adjusting the settings in the image below outlined in green.

An alternative way to think what these settings do is adjusting how sensitive the microphone is on the device. You can adjust the handset, headset and handsfree sensitivity to be weaker or stronger. The valid values are between -50 and 50. The higher the value, the louder it should be. The lower the value, the quieter it should be.

When adjusting this setting it is important to be cautious. Incorrectly configuring the value can have adverse effects on the audio quality so it’s advisable to gradually increase or decrease the value until you find the right spot.

If you control your own provisioning server and would like to configure this remotely you can use the provisioning parameters below:

voice.headset_send
voice.handset_send
voice.handfree_send

Hopefully after adjusting these settings it resolves the issue and provides a better experience for the end-user and the opposite party on the calls.

For further technical assistance with your Yealink devices please contact our support team by emailing support@provu.co.uk.

2N IP Intercoms – Basic Configuration Guide

The aim of this blog post is to provide a guide on configuring the software side of the 2N IP intercom’s to be in a state where they can make and receive calls. It will also detail how to change the door release code and other switch related settings.

This blog post was created with a 2N IP intercom using firmware version ‘2.30.2.39.7’. Previous or future releases may vary slightly.

Prerequisite:

It is advisable to read and fully understand the installation manual for your intercom before proceeding with this guide. The installation manual can be found on the 2N wiki by selecting your model from the listed devices.

Step 1 – Obtaining the IP Address

By default 2N IP Intercom units obtain an IP address via DHCP. There are a few ways to obtain the IP address of 2N intercoms such as the DHCP table on the networks router, alternatively you can use the 2N network scanner, or by pressing certain calling buttons on the intercom just after bootup.

More information can be read about the network scanner, or button sequence on the following 2N FAQ page.

Step 2 – Accessing the web user interface

Once you have the IP address of the intercom open your web browser and type the IP address in to the top search bar. Once you press enter it should load the login page as shown in the image below.

The default username is ‘admin‘ and the password is ‘2n‘. If successful it will force you to change your password before proceeding.

Note: Some browsers work better than others, if you have issues with Chrome or Edge, try firefox. You may also see a certificate warning. This is expected behaviour and clicking advanced or proceed should take you to the login page above.

Step 3 – Checking & downloading the latest firmware version

Once you have changed the admin password of the intercom it is advisable to make sure the unit is on the latest firmware version. You can do this easily by going to the ‘Maintenance’ section of the intercom.

To get to the maintenance section of the intercom you can use the ‘Maintenance’ button from the dashboard page

Dashboard Icon

Alternatively click the ‘orange icon’ with 9 squares in it and choose ‘Maintenance’ from the list.

Sub-menu navigation

Once on the Maintenance page look for the ‘System‘ section shown in the image below. On this section it may already be reporting that there’s a new firmware version available next to ‘Firmware Status‘. If it doesn’t click the ‘Check Now‘ button.

If it reports a new firmware is available, read the ‘release notes’ carefully and if you are happy click proceed. The intercom will reboot during the upgrade. Once the upgrade is done this section should say the firmware is up to date.

Note: During the firmware upgrade do not remove the device from the network or interrupt the power to the intercom.

Step 4 – Configuring the SIP account & Call behaviour

Now the intercom is on the latest firmware version we can proceed to configure the SIP account on to the device. This is done via the ‘Services‘ section and from within here the ‘phone‘ page as shown in the image below.

Sub-menu navigation

On the phone page it automatically takes you to the tab to configure ‘SIP Account 1‘ but the same applies if you are adding two SIP accounts.

Hopefully you are familiar with applying SIP accounts to VoIP devices and the fields on this page already make sense. If they do, feel free to populate this page and get the SIP account Registered.

If you don’t have much experience and you have taken a hosted seat with an ITSP, and they have provided you with some account settings similar to the ones in the table below, you may not know where they need to go. The right column in the table shows where they would likely go on the 2N intercom.

Details from ITSPSuggested 2N IP Intercom Fields
SIP Number/Account: 203Phone Number (ID) field
SIP Password: PasswordPassword field
SIP Server: 192.168.2.131 Domain, Proxy address and Registrar field.
SIP Port: 5060Proxy port & Registrar port
SIP Auth: WCXfg453SAAuthentication ID

Note: The SIP Server can be an IP address, but most likely it’s the ITSP domain name.

The SIP Auth is not always provided. If you didn’t get one sent the SIP Auth is usually the same as the SIP Number/Account.


The images below show an example intercom being configured with a SIP account and the Registration status going to REGISTERED. If your Registration status goes to failed and you are sure the details are correct send an email to support@provu.co.uk and we’ll be able to help.


Now hopefully the SIP account is registered successfully with your ITSP or PBX. If it is we can continue with configuring the intercom’s call related settings.

You may want to configure the intercom to automatically answer incoming calls. This is useful for situations where someone maybe stood at the intercom and you want to talk to them without them having to press the calling button. Or this maybe beneficial if you was on a call with someone at the intercom and the call time limit was reached so the intercom disconnected the call.

This behaviour is achieved by changing ‘Call Answering Mode (SIP1)‘ to ‘Automatic‘. When set to ‘always busy‘ the intercom will always decline incoming calls.

Step 5 – Creating users for the Directory, a.k.a – Phonebook

The Directory is where we add users to the intercom and also configure unique/personal details for them such as an RFID keyfob or a Name and number which is what we are going to look at.

From the main dashboard click the icon below to get to the directory.

Dashboard Icon

Or alternatively from the sub-menu navigation go to the section shown in the image below.

Sub-menu Navigation

Once your on this page, to add a new user entry click the icon of a person as shown in the image below highlighted by the red box.

Once you click that button it will take you to a page asking for the Name, Email address, User phone numbers and user specific access settings. In this guide we’re just going to do the Name and Numbers. If this person has more than one number, add them in to the available number fields. If you want all three numbers to ring at the same time select the ‘group call to next number‘ and click ‘save‘ at the bottom of the page.

Example below:

Repeat the above step for the desired amount of users. Once you’ve added some more users you should end up with a list when you go to the directory page.

Step 6 – Configuring the dialling buttons

This is the step where we program the calling button with the users to call. The system doesn’t automatically add the users because it may not be desirable to call every user.

You can get to this section by pressing the Hardware icon on the dashboard.

Dashboard Icon

Or you can use the sub-menu navigation as shown in the image below:

Sub-menu Navigation

Once you are on the ‘Buttons’ page you will see that there are no users added to the main button. To add a user you need to click the ‘+‘ symbol next to the empty field.

Once you click the ‘+‘ symbol it should bring up a new page with a list of the users from the directory, find the users you want to call, select them and click the add button.
Example Image Below:

Once you’ve clicked add you should see the users appear against the main unit button. If you are happy with this click the ‘Save‘ button at the bottom of the page.

Now when the button on the intercom is pressed it should dial the programmed numbers via the SIP account configured in step 4.

A Handy tip, if the intercom isn’t nearby, to save yourself a walk you can click the ‘handset’ icon next to the assign user button to simulate a button press. (hopefully your near the phones to answer or hear them ringing).

Step 7 – Configuring the switch & activation code

The final step in this configuration guide is to edit the switch activation code and change some other settings that maybe relevant to your deployment. The default activation code is ’00*’ but it’s highly recommended to change this to something else.

To do this we need to get to the ‘Switches‘ page and we can do this straight from the ‘Button’ page by clicking ‘Switches‘ at the top. Once on this page we can change the switch code under ‘Activation Codes‘.

As the image shows above you can apply two switch codes to each switch but usually one is enough. In the image above I have changed the switch code to 4325. Notice that I didn’t defined the ‘*’ which is be required when entering the code via DTMF (During a phone call).

If desired you can set it so the intercom doesn’t require the ‘*’ to be entered for confirmation by clicking the ‘Advanced’ tab at the top of the page and enabling legacy switch code.

Legacy switch code is only applicable for switch code 1.

Depending on your installation you may also need to change the settings in the table below:

Switch Setting Description of Setting
Switch-on durationDefines how long the switch will remain active in monostable mode. i.e – How long will the lock be released.
Controlled OutputDefines which output is used for this switch when activated.

If you’ve connected a lock to the ‘relay‘ on the PCB, select this.

If you’ve connected the lock to the ‘output‘ on the PCB use this.
Output TypeThe type of lock being used will change which value needs to be applied.

Normal‘ is usually for a fail-secure lock,
Inverted‘ is usually for a fail-safe lock.
Security‘ is only applicable if the 2N security relay is being used.

To test your switch is working, you can click the ‘Test the switch‘ button on this page. If that works the setup is done. All you need to do now is make sure the intercom is working as expected.

Of course this is just a very basic guide covering the first steps on every intercom, if there are some additional requirements for the customer, or if your having issues with one of the stages above just send an email to: support@provu.co.uk

Also a very good place for 2N resources is the 2N Wiki and FAQ.

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.