If you have contacted our support team with a technical issue we may require to see a trace from the phone.

Please note: This guide is for TLS, if you are using UDP or TCP please refer to the following guide below:

Here is how to obtain the logs from the phone.

Step 1 – Web browse to the phones web interface.

Step 2 – Once logged in navigate to SIP Trace down the left hand side (As shown below)

Step 3 – Click on Clear then replicate the fault you are having.

Step 4 – Once you have replicated the fault go back to this page (above) and click Reload.

Step 5 – Please save this trace into a plain text editor and send it over to support@provu.co.uk for us to investigate your issue further.

If you have any problems obtaining a trace please contact support@provu.co.uk or call 01484840048 option 2 for support.

If you have contacted our support team with a technical issue we may require to see a trace from the phone.

Please note: This guide is for UDP/TCP, if you are using TLS please refer to the following guide below:

Here is how to obtain the logs from the phone.

Step 1 – Web browse to the phones web interface.

Step 2 – Once logged in navigate to PCAP Trace down the left hand side (As shown below)

Step 3 – Click on Start then replicate the fault you are having.

Step 4 – Once you have replicated the fault go back to this page (above) and click Stop.

Step 5 – Click ‘here‘ highlighted in blue (As shown below)

Step 6 – The trace will start to download, once downloaded please send this over to support@provu.co.uk for us to investigate your issue further.

If you have any problems obtaining a trace please contact support@provu.co.uk or call 01484840048 option 2 for support.

Some 2N IP intercom functions are unavailable until a valid license key is entered. The following types of licenses are available:

Enhanced Audio (9137905)
Enhanced Video (9137906)
Enhanced Integration (9137907)
Enhanced Security (9137908)
Gold (9137909)
InformaCast (9137910)
NFC (9137915)
IP intercoms Lift module license (9137916)

https://wiki.2n.cz/hip/conf/latest/en/3-rozdily-mezi-modely-a-licencovani-funkci/3-2-licencovani-funkci

For more information on any of the licenses please see 2N’s wiki page above or contact: contact@provu.co.uk or support@provu.co.uk

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

Step 1 – Open the Bria Stretto application and click on > Help > Troubleshooting (As shown below)

Step 2 – The following window should open, from here click on the Support tab > Change the Log Level to Verbose then close the window.

Once you have closed the above window you can now replicate your fault.

Step 3 – Once you have replicate the fault go back to help > Troubleshooting > Support then press Send Log Report.

Once you have clicked on Send Log Report the following window should pop up:

Step 4 – Click Send Log, this will generate a log reference (As shown below)

Please send this log reference over to us with the user account that this log belongs to so we can find it on the CounterPath Portal.

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

Yealink Star Connection is where you can connect multiple devices together.

The CP960 supports this feature so you can have larger conferences.

You can connect up to four CP960’s together, one will be the master phone and the rest will act as slave phones.

The Master phone will keep all of its features but the slave phones only sync some of the features of the master phone such as call mute and DND. The slave phones are only used for speakers and microphones.

Here is how to set up Star Connection:

Please note: before you start you must make sure that all the Yealink CP960’s are on the same subnet.

From the CP960 that you want to be the Master unit go to > Settings > Advanced Settings (default password: admin) > CP Star Connection > Create Group (this will generate a random four digit pin)

Now from the slave units go to > Settings > Advanced Settings > CP Star Connection > Search Group (this will automatically find the Master unit if they are on the same subnet) > once it finds the Master unit click > Join > enter the four digit pin displayed on the Master unit > OK.

The Slave units will then reboot into slave mode as shown below:

Once the slave units have rebooted you will be presented with a message on both units as per below:

Once all the Slave units have rebooted and you have confirmed by pressing ‘OK‘ you can then ‘Stop Broadcast‘ on the Master unit.

You have now successfully setup Yealink CP Star Connection.

If you have any issues with any of the above please contact support@provu.co.uk or call 01484840048 option 2 for support.

If you want to manage a phone that was not bought through ProVu don’t worry, you can still manage the phone by using our portal, here is how to raise an adoption in ProSys:

On the Prosys dashboard under Management please go to > Manage Adopted Phones:

Then click on Adopt Phones > Enter the Phone Type e.g. Yealink then enter the MAC addresses or serial numbers of the phones you wish to adopt, please see example below:

After this press > Go > then select the Phone Model for each MAC or serial number as per below:

Once this is done you will be presented by the following screen:

We just need to go through our checks before proceeding.

If the phone is redirected elsewhere or if it was originally sold by us but to another re-seller, we may need to contact you.

Once the adoption has been processed at ProVu’s side you should then be able to manage this as you please.

Please note: This service does come at a cost of £5 +VAT per phone.

If you have any problems with raise an adoption in ProSys please contact the support team on 01484840048 option 2 or contact support@provu.co.uk

If you are managing phones in ProSys whether that be adoptions or phones bought from ProVu, here is how to add any provisioning parameter onto the phone:

On the ProSys Dashboard locate the phone you wish to add configuration to by either searching for the MAC address or selecting the make and model from ‘List all devices‘ as shown below:

Once you have located the phone you wish to add provisioning to click on ‘View‘ or ‘Alid‘ under ‘Device Details’ as per the image below:

Then select ‘Edit Config‘ or ‘Add Conifig’

Once you are on the configuration page go to > ‘Add Any Setting‘ tab > from here you can add any provisioning parameter you like in the ‘Key‘ and ‘Value‘ fields:

You should be able to find the provisioning parameters for your phone on the administration guide for the make and model.

Once you have found the parameters you wish to provisioning for example ‘Timezone‘ setting for Gigaset

SYMB_ITEM_BS_IP_Data1.uiI_TIME_TIMEZONE:26

You will enter the following:

Once you have entered the parameter click ‘Save configuration‘ then the next time the phone calls home to our server it should pull down its new setting or you can simple reboot the phone to make it call home faster.

If you have any problems with any of the steps above please contact our support desk, support@provu.co.uk or 01484840048 option 2.