CASE DISPOSITION:
Internal field for support to use to verify related tickets are dispositioned correctly. Formatted conditionally in article for Community and Pro Members. Should include the following:
Case Record Type: MACD
Department: Support
Type: AMC (Add,Move,Change)
Product: Metaswitch
SubProduct: Voice
Issue: Provisioning
Sub Issue: Add User/Service/Hardware
Other Issue: N/A
Priority: Standard unless requested as Expedite.
Severity: N/A
Urgency: N/A
Typically, the best practice when provisioning supported phones (or other supported devices) on CT Cloud Voice would be to factory reset them and then have said devices in your network grab their Provisioning URL via DHCP Option 66. However, this may pose a challenge depending on your technical knowledge and your network's capabilities. This article will walk you through provisioning your Grandstream ATA when this is not an option.
If you're provisioning this device via DHCP Option 66, please use the following address: https://commportal.calltower.com/SIP-ps/
Note:
This article applies to our supported models. {{ glossary.CT Cloud Voice}} Supported Devices">Click here for a list of supported devices.
Step 1: Factory Resetting the Device
A factory reset can be performed using the recessed reset button on the back of the device:
Unplug the Ethernet cable from the ATA
If you're resetting an HT80X or HT81X device, make sure you're unplugging the Ethernet cable in your device's WAN port
Locate the reset button on the back of the device.
Using a pin or similar object, press and hold the button for around 8-10 seconds; then remove the pin.
The ATA should now be reset after it's finished booting
Other Reset methods:
This method requires use of an analog phone or buttset.
Plug an analog phone into Line 1 of the ATA.
Take the phone off-hook and dial *** (STAR, STAR, STAR)
Next dial 99 from the phone. You should hear "reset" as a prompt.
Enter the MAC address of the device.
Numbers are entered by pressing their respective key once
Letters are entered by pressing their respective key multiple times
For 'a', you would press the two key twice (22)
For 'b', you'd press 222
c = 2222
d = 33
e = 333
f = 3333
Ex. MAC address 000b8200e395 would be keyed as “0002228200333395”
You should hear "Reverting". Wait around 15 seconds. The device will then reboot and restore its factory default settings
Resetting via the Web Interface
Before doing this, you'll first need the ATA's IP Address. If you're unfamiliar with how to do this, see the section below regarding obtaining the IP address. The benefit to resetting through this method is that you can select different reset types: Full Reset, ISP Data, and VoIP Data reset; however, a full reset will apply to most use cases.
This section does not apply to HT70X ATAs.
Open your browser and enter the IPv4 address assigned to your phone in your browser's address bar
Log into the ATA (default password is admin; however, check the devices Meta profile for the password if this device was previously provisioned for CT Cloud Voice).
Navigate to the Basic Settings page and scroll down to Reset Type.
Using the dropdown, select your desired reset type, and then click the Reset button.
As previously mentioned, most use cases will require a Full Reset; please default to this method.
Step 2: Obtaining your Device's IP Address
Prior to configuring your device via the web interface, you'll need your device's IP address. If you're unable to retrieve this via checking your network's DHCP bindings, the IP address of the device can be obtained through the following method:
Plug an analog phone into Line 1 of the ATA.
Take the phone off-hook and dial *** (STAR, STAR, STAR)
Next dial 02 from the phone. The IP address should be played aloud.
If you're not getting an IP address, you may need to repeat the steps above. If this is still not working, please confirm your network is plugged into the device's WAN port
Step 3: Provisioning the Device
Open your browser and enter the IP address assigned to your phone in your browser's address bar
Log into the ATA (default password is admin)
Navigate to Advanced Settings, and locate 'Firmware Upgrade and Provisioning'.
Set the following values:
Update via: HTTPS
Config Server Path: commportal.calltower.com/sip-ps/
At the bottom of the screen click Apply
The page will update & identify that your changes have been applied
Click on either Basic Settings or Advanced Settings, scroll to the bottom, and click Reboot
Having Trouble?
If you find you're having trouble, please reach out to CallTower Support or the rep you've been working with on setting up your account.
CT Internal: If you need help with something not covered in this guide, please follow proper escalation paths & engage CT Cloud Engineering if necessary