Frequently Asked Questions
Frequently Asked Questions (FAQ)
This page aims to cover general frequently asked questions along with linking the answer to the relevant page on the topic.
How do I provision a phone?
This is going to depend on the phone and where the phone is in relation to the pbx (local or remote). For an IPitomy branded phone, Configuring an IPitomy Phone, if the phone is local, follow the autoprovisioning steps. If it is remote, follow the remote phones steps. Both are on the linked page.
For a Yealink phone, Yealink Phone Guide contains the steps needed for autoprovisioning.
In either case, for for 3rd party phones such as polycom or cisco, if you are manually configuring a phone, the information you will need is the extension number, the SIP password (found under the extension's advanced section), and the IP address that the phone can reach the PBX at. The Label, Display Name, etc, can all be set however you wish them to appear on the phone's screen. Any setting for username, authentication name, etc., use the extension number. The password will always be the SIP password for the account. Finally the sip server will be the IP of the PBX. in the case of our cloud hosted pbx, you will use the domain name of the pbx, but do NOT include http:// in this. Example: clouddemo.ipitomy.com NOT http://clouddemo.ipitomy.com
Why does my phone not register?
If the phone is local, first check to see that the extension actually exists, by looking at Reports->Monitoring, and looking for the extension in this list. If you've created the extension, saved it, applied changes, and it is NOT in this list, chances are you lack a license for that extension type. If it does appear in the monitoring list, the phone is failing to authenticate to the pbx for some reason. If it's a local phone, either the phone is not provisioned properly, or it is unable to talk to the pbx. If it's remote, in addition to the same problems the local phone has, you also need to ensure port 5060 is forwarded to the pbx through the router, and that if the pbx has a SIP Access Control List, that it allows the IP address where the remote phone is located. Troubleshooting_Remote_SIP contains a lot of useful information to help with troubleshooting remote phones.
Why will Queue Manager not connect?
The primary cause for a single queue manager client to fail to connect to the pbx is the computer's time setting. The PC running queue manager must have the exact same time as the pbx or else the authentication will be rejected. The PBX time can be found on pbx setup->general, and has a spot to configure a network time server for synchronizing. In windows, it is advised to set the exact same network time server so that it is always in sync with the pbx. We recommend pool.ntp.org as the server to be used, but you may use another of your preference. See Q_Manager for our main page on this application.