Troubleshooting Aastra Phone Configuration

Most phone installation or registration issues arise when the phone's MAC Address is not assigned to an extension or when the phone settings are not correct; however, your local network configuration may also cause problems.  If you are experiencing phone registration issues (e.g., can't make or receive calls), use the below steps to update or verify your current Polycom phone settings.  First make sure the correct MAC address is assigned to the appropriate extension. Turn the body of the phone over to expose the back of the unit. Locate a white sticker with a serial bar and a long string of letters and numbers beginning with 000. This is the phone MAC Address. Log into the Aptela account as the user or operator:  my.aptela.com   Users:  Click on Settings at the top of the page then My Account tab. Operators: Click on People at the top of the page then click on the user extension you would like to assign the phone to.  Scroll down and click on VoIP Settings. Click on Launch Phone Tool next to Configure your SIP phone. This will open a new window. Check that the MAC Address reads the MAC Address on the back of the phone. If necessary, type in the correct MAC Address and click Save. If the MAC Address was not entered, unplug phone for 10 seconds then plug it in again. Next verify that the phone settings are correct. Log into the Aptela account as the operator to access your FTP settings:  my.aptela.com.  If you are not the operator, see them to get this info. Click on Settings at the top of the page then About tab. Locate the FTP User ID .  This information is made up of a string of numbers. Make note of this information as you will need it check or update the phone's  configuration. If the phone is on an idle screen, collect the IP address by doing the following. Press the Options button on the base unit. Select Option 5 for Administrator Menu (or Option 9 for Network Settings).  NOTE: the option number will vary by phone model. Type in 22222 for the password and hit Enter. Select option 2 for Network Settings then 2 for IP Address. Make note of this information as you will need to enter it into a web page. On your computer, open a web browser and type the phone’s IP Address in the address bar. (Ex., https://192.168.0.100) Once the page loads it will ask you for a user name and password. The default username is admin The default password is 22222 On the left side of the page, click on Configuration Server. Make sure the drop down for Download Protocol is HTTP. Make sure the HTTP Server is provisioning.aptela.com and that there are no spaces before or after it. Make sure the HTTP Path is aastra/configs/ftpUserID and that there are no spaces before or after it. NOTE:  The ftpUserID is the FTP User ID collected in an earlier step. Make sure the HTTP Port is 80 and that there are no spaces before or after it. If changes were needed, click on Save Settings at the bottom of the page.  You will get a message to restart the phone. Click Reset on the left side of the page then click on Restart.  The phone will begin to reboot. If problems persist, have your IT administrator make sure your router or firewall settings are correct.

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