Resources & Troubleshooting

This page contains product resources, troubleshooting, and common solutions.

Bug Fix: At times a new user will not be able to be added to a resellers reseller group domain (the domain starting with 000). To resolve this issue a bulk CSV user import must be used.

General Info

Feature Code	Feature	Details

Feature Code	Feature	Details
03ext OR *ext	Call/Transfer Voicemail	Goes to a user's voicemail directly (no extension ring) or transfer to their voicemail directly
07ext OR **ext	Directed Call Pickup	Pick up a ringing call at the target extension
08ext OR *80ext	Intercom	Calls a target device with auto-answer. Note if a user has multiple extensions only the primary (non-suffixed) device will auto-answer. Target device must support auto-answer.
*00	Self Pickup	Moves a call from a phone belonging to a user to another phone belonging to the user (e.g. from the Mobile App to desk phone)
*69	Last Call Return	Calls last caller
72 OR 72NPANXXXXXX	Set/Enable Call Forward Always	Enables call forward always to the last set number (if any). *72NPANXXXXXX will set call forward to the specified phone number.
*73	Disable Call Forward Always	Disables call forward always
*77	Enable Anonymous Call Block	Disallows calls from anonymous callers
*87	Disable Anonymous Call Block	Allows calls from anonymous callers
*78	Enable DND	Enables server DND, calls direct to the device may still ring
*79	Disable DND	Disables server DND
90 OR 90NPANXXXXXX	Set Forward Busy	Enables call forward busy to the last set number (if any). *90NPANXXXXXX will set call forward busy to the specified phone number.
*91	Disable Forward Busy	Disables forward busy
*92	Set Forward No Answer	Enables call forward no answer to the last set number (if any). *90NPANXXXXXX will set call forward busy to the specified phone number.
*93	Disable Forward No Answer	Disables forward no answer
*98	Start On-Demand Recording	Start On-Demand Recording
*99	Stop On-Demand Recording	Stop On-Demand Recording
*51		Queue Login
*52		Queue Logout
*96	Domain Recording Pause	60 Second pause on call recordings
*97	Domain Recording Stop Pause	Disables the Pause set when using *96
5001	User voicemail access	Accesses voicemail for registered user
5000	Voicemail access	Access to voicemail allowing user to specify extension to access
70xx	Park	Standard park orbits
*8	Call Pickup	Picks up call from groups of same site/department
*2	Room Status Update	Hotels only
***	Park a call	Will read back what parking spot the call is in

Recommended SIP Phones

Grandstream (Phones and Gateways)
Yealink
Vtech Snom
Polycom

Compatible SIP Phones

Please see full list of supported phones in the Connectware GUI or ask support before attempting to use any of the below brands.

AEI

AEI SKD-1103
AEI SLN-9210
Algo
Algo 8138
Algo 8180G1
Algo 8180G2
Algo 8201

Avaya

Avaya J129
Avaya J139
Avaya J159
Avaya J169
Avaya J179

Bittel

Bittel 77-slim
Bittel IP20D
Bittel Neo
Bittel Neo-DECT

Cisco

Cisco 7811
Cisco 7821
Cisco 7841
Cisco 7861
Cisco 8811
Cisco 8841
Cisco 8845
Cisco 8851
Cisco 8861
Cisco 8865
Cisco spa501G
Cisco spa502G
Cisco spa504G
Cisco spa508G
Cisco spa509G
Cisco spa512G
Cisco spa514G
Cisco spa525G

ClearlyIP

ClearlyIP CIP230
ClearlyIP CIP250
ClearlyIP CIP270

Fanvil

Fanvil V62
Fanvil V64
Fanvil V65
Fanvil X210
Fanvil X3U
Fanvil X4U
Fanvil X5U
Fanvil X6U
Fanvil X7
Fanvil X7A
Fanvil X7C

Grandstream

Grandstream DP750
Grandstream DP752
Grandstream GAC2500
Grandstream GAC2570
Grandstream GDS3705
Grandstream GHP610
Grandstream GHP610W
Grandstream GHP611
Grandstream GHP611W
Grandstream GHP620
Grandstream GHP620W
Grandstream GHP621
Grandstream GHP621W
Grandstream GRP2601
Grandstream GRP2601P
Grandstream GRP2602
Grandstream GRP2602P
Grandstream GRP2602W
Grandstream GRP2603
Grandstream GRP2603P
Grandstream GRP2604
Grandstream GRP2604P
Grandstream GRP2612
Grandstream GRP2613
Grandstream GRP2614
Grandstream GRP2615
Grandstream GRP2616
Grandstream GRP2624
Grandstream GRP2634
Grandstream GRP2650
Grandstream GRP2670
Grandstream GSC3505
Grandstream GSC3506
Grandstream GSC3510
Grandstream GSC3516
Grandstream GXP-1610
Grandstream GXP-1615
Grandstream GXP-1620
Grandstream GXP-1625
Grandstream GXP-1628
Grandstream GXP-1630
Grandstream GXP-1760
Grandstream GXP-1760W
Grandstream GXP-1780
Grandstream GXP-1782
Grandstream GXP-2130
Grandstream GXP-2130pagination
Grandstream GXP-2135
Grandstream GXP-2140
Grandstream GXP-2160
Grandstream GXP-2160pagination
Grandstream GXP-2170
Grandstream GXV-3240
Grandstream GXV-3275
Grandstream GXV3350
Grandstream GXV3370
Grandstream GXV3380
Grandstream GXV3450
Grandstream HT704
Grandstream HT801
Grandstream HT802
Grandstream HT812
Grandstream HT813
Grandstream HT814
Grandstream HT818
Grandstream WP820
Grandstream WP822
Grandstream WP825

Htek

Htek UC503
Htek UC505
Htek UC507
Htek UC902
Htek UC903
Htek UC912P
Htek UC921E
Htek UC923
Htek UC924
Htek UC924E
Htek UC926
Htek UC926E

Mitel

Mitel 6730i
Mitel 6731i
Mitel 6735i
Mitel 6737i
Mitel 6753i
Mitel 6755i
Mitel 6757i
Mitel 6863i
Mitel 6865i
Mitel 6867i
Mitel 6869i
Mitel 6873i

Nextiva

Nextiva X815
Nextiva X835
Nextiva X885

Polycom

Polycom 321
Polycom 331
Polycom 335
Polycom 4000
Polycom 450
Polycom 5000
Polycom 550
Polycom 560
Polycom 6000
Polycom 650
Polycom 670
Polycom 7000
Polycom CCX400
Polycom CCX500
Polycom CCX505
Polycom CCX600
Polycom CCX700
Polycom D230
Polycom Edge B10
Polycom Edge B20
Polycom Edge B30
Polycom Edge E100
Polycom Edge E220
Polycom Edge E300
Polycom Edge E320
Polycom Edge E350
Polycom Edge E400
Polycom Edge E450
Polycom Edge E500
Polycom Edge E550
Polycom Obi300
Polycom Obi302
Polycom Obi504
Polycom Obi508
Polycom Rove B2
Polycom Rove B4
Polycom Trio 8300
Polycom Trio 8500
Polycom Trio 8800
Polycom Trio C60
Polycom VVX101
Polycom VVX150
Polycom VVX201
Polycom VVX250
Polycom VVX300
Polycom VVX301
Polycom VVX310
Polycom VVX311
Polycom VVX350
Polycom VVX400
Polycom VVX401
Polycom VVX410
Polycom VVX411
Polycom VVX450
Polycom VVX500
Polycom VVX501
Polycom VVX600
Polycom VVX601

Snom

Snom C520
Snom C620
Snom D120
Snom D717
Snom D735
Snom D785
Snom M100 KLE
Snom M500
Snom M700
Snom M900
Snom PA1
Snom PA1-Plus

Vtech

Vtech CTM-S2110
Vtech CTM-S2116
Vtech CTM-S2120
Vtech CTM-S2212
Vtech CTM-S2213
Vtech CTM-S2312
Vtech CTM-S2315
Vtech CTM-S2411
Vtech CTM-S2412
Vtech CTM-S2415
Vtech CTM-S2421
Vtech CTM-S2425
Vtech ET635
Vtech ET685
Vtech LS-S3410
Vtech LS-S3420
Vtech NG-S3211
Vtech NG-S3411
Vtech S2200
Vtech S2210-L
Vtech S2211-L
Vtech S2220-L
Vtech S2221-L
Vtech VCS752
Vtech VCS754
Vtech VDP650
Vtech VSP600
Vtech VSP715
Vtech VSP725
Vtech VSP726
Vtech VSP735
Vtech VSP736

Yealink

Yealink CP860
Yealink CP920
Yealink CP925
Yealink CP935
Yealink CP960
Yealink CP965
Yealink SIP-T21P
Yealink SIP-T21P E2
Yealink SIP-T23G
Yealink SIP-T26P
Yealink SIP-T27G
Yealink SIP-T28P
Yealink SIP-T29G
Yealink SIP-T30
Yealink SIP-T30P
Yealink SIP-T31
Yealink SIP-T31G
Yealink SIP-T31P
Yealink SIP-T33G
Yealink SIP-T33P
Yealink SIP-T40G
Yealink SIP-T40P
Yealink SIP-T41P
Yealink SIP-T41S
Yealink SIP-T41U
Yealink SIP-T42G
Yealink SIP-T42S
Yealink SIP-T42U
Yealink SIP-T43U
Yealink SIP-T46G
Yealink SIP-T46S
Yealink SIP-T46U
Yealink SIP-T48S
Yealink SIP-T48U
Yealink SIP-T49G
Yealink SIP-T52S
Yealink SIP-T53
Yealink SIP-T53W
Yealink SIP-T54S
Yealink SIP-T54W
Yealink SIP-T56A
Yealink SIP-T57W
Yealink SIP-T58A
Yealink SIP-T58V
Yealink SIP-T58W
Yealink SIP-VP59
Yealink VP-T49G
Yealink W52P
Yealink W60P
Yealink W70B
Yealink W80DM
Yealink W90DM

SIP Trunks

Connectware uses Bandwidth as its default trunk. Bringing your own trunks to Connectware is possible but requires extra setup and changes the cost structure of the platform.

Bandwidth (preferred)
Inteliquent
Peerless
Skyetel
Telynx
Thinq

The below file can be imported to browsers to add ConnectWare bookmarks and make accessing the systems features easier.

This file contains all bookmarks to all system features, feel free to delete ones that might not be used (i.e. ConnectHD for the front desk staff).

Firefox

From Firefox press Ctrl+Shift+O or click on the menu icon and open the bookmarks menu.

Next select manage bookmarks.

In the new bookmarks window click Import and Backup at the top and select Import Bookmarks from HTML.

Select the bookmarks file and click open.

Chrome

From Chrome press Ctrl+Shift+O or open the menu and from Bookmarks and Lists menu select Bookmark Manager.

From this page open the menu (three dots, upper right side) and select Import Bookmarks.

From there select the file and click open.

Edge

From Edge press Ctrl+Shift+O or open the menu and select Favorites.

From the favorites menu select More Options (three dots) and click Import Favorites.

From this page click Choose what to import.

Next select Favorites or Bookmarks HTML File and then Choose File. From there select the file and click open.

Please contact Phonesuite support for IPs to be whitelisted as needed.

Step 1 - Set a Listening Address on all phones that are to receive the paging. # Paging (Multicast) Address P1569="227.10.0.0:60000" # This is a label in case their are multiple addresses. # This is for organization purposes in case there are different departments. # The Port 60000 will need to change per each new group (e.g. 60010, 60020, etc..) P1570="Paging" #

Step 2 - Set a Paging Address on all phones that are to send a page. # Paging (Multicast) Address P8540="227.10.0.0:60000" # This is a label in case their are multiple addresses. # The Port 60000 will need to match the correct listening address, per each new group (e.g. 60010, 60020, etc..) P8541="Paging" #

Step 3 - A button will need to be created. # Mode: Multicast Paging # Account: Use the account making the page. # Value: Use the address created in step 1. # Label: Make this a label that is meaningful to the customer so they know what kind of paging it is used for.

The below overrides are largely unnecessary at this time due to the advance tab and these overrides being in the GUI. However we will leave them below should you encounter them on an older domain.

Solutions

Solution: Disable JavaScrip blocking in the web browser or firewall rules.

If a user reports they can’t see the Rooms tab or the entire Hotel page they likely have a JavaScript block either on their PC or firewall.

Phone Manuals

Click on pictures to see quick start guides.

Grandstream GRP2616

Vtech D785

Yealink T54

Phonesuite Station Gateway PSG-10 Overrides

EnableWebGUI="1"

Username and password to log into the gateway once enabled is the default installer login for Voiceware, contact support for login info.

To switch to low voltage (neon default)

MsgWaiting="3"

To switch to FSK

MsgWaiting="1"

Switch to TCP Transport

SipTransportProtocol="1"

TLS not currently supported as of 9/20/2023.

Replace 20 with the VLAN ID desired

VlanEnable="1"
VlanID="20"

Ringdown1 is port 1, ringdown2 is port 2, etc.

ringdown1="0"

Bittel Room Phone Overrides & Info

webDisabled="0"
admin_pass="password"

Switch to TCP Transport

SipTransportProtocol="1"

TLS has not been tested as of 9/20/2023

Replace 20 with the VLAN ID desired

VlanID="20"
tag="tag"

Note for the 10 button phone the first row is the lower row (e.g. the button above digit 1 is speed1).

speed1="*32"
speed2="5001"
speed3="911"
...
speed10="400"

This only matters for devices with screens

###Eastern time
TZ="EST_-05"
###Central time
TZ="CST_-06"
###Mountain time
TZ="MSA_-07"
###Pacific time
TZ="PST_-08"

Press the star key * button 4 times this get you in the IVR and option 3 is factory default, then it will ask for the password, and the password is 23646 or 29479999 then #. Manually reboot the phone.

https://prov.secureuc.net/cfg/$(MA)

Vtech Room Phones (gen 2) Overrides & Info

The admin password parameter varies by model, so just included both here.

web.server_enable="0"
profile.admin.password="password"
profile.admin.access_password="password"

Select transport in advanced settings.

network.vlan.wan.enable="1"
network.vlan.wan.id="20"

.1. is the index of the button, adjust as needed. pfk.14 is the first button on the handset.

pfk.1.feature="quick dial"
pfk.1.quick_dial="0"

Vtech Room Phones (gen 1)

Models include S3410, S3420, S2421, S2411, S2312, S2220(-L), S2221-L, S2210-L, S2211-L

Minimum firmware is Phone firmware SIP_70.3.85.06, older versions must be manually updated prior (check vtech admin tool for bulk upgrading)

default login:

root / admin_123

_1 is the index of the button, adjust as needed

autodial_settings.cfg.autodial_1="1000"
autodial_settings.cfg.autodial_2="1002"

#cordless:
autodial_settings.cfg.autodial_hs_msg="5001"
autodial_settings.cfg.autodial_hs_m1="1000"
autodial_settings.cfg.autodial_hs_m2="1002"
autodial_settings.cfg.autodial_slave_bs_m1="1000"
autodial_settings.cfg.autodial_slave_bs_m2="1002"

#emergency settings:
autodial_settings.cfg.autodial_emergency_dial="911"
autodial_settings.cfg.autodial_emergencyDial_timer=5

Documentation