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81

Operations Guide

930242A-D

CyberData Corporation

Appendix C:  Troubleshooting/Technical 

Support

C.1 Frequently Asked Questions (FAQ)

A list of frequently asked questions (FAQs) are available on the VoIP Intercom product page at:

http://www.cyberdata.net/products/voip/digitalanalog/intercom/faqs.html

Select the support page for your product to see a list of frequently asked questions for the 
CyberData product:

C.2 Documentation

The documentation for this product is released in an English language version only. 

You can download PDF copies of CyberData product documentation from the

VoIP Intercom product page at: 

http://www.cyberdata.net/products/voip/digitalanalog/intercom/docs.html

Summary of Contents for 10935

Page 1: ...VoIP Intercom Operations Guide Part 010935 Document Part 930242A D for Firmware Version 6 5 1 CyberData Corporation 3 Justin Court Monterey CA 93940 831 373 2601 The IP Endpoint Company...

Page 2: ...ithout notice to this manual and to any such product software firmware and or hardware OPEN SOURCE STATEMENT Certain software components included in CyberData products are subject to the GNU General P...

Page 3: ...corresponds to firmware version 6 5 1 has the following changes Updates Figure 2 1 VoIP Intercom Connections Browsers Supported The following browsers have been tested against firmware version 6 5 1...

Page 4: ...he obsolete outlet 10 Protect the power cord from being walked on or pinched particularly at plugs convenience receptacles and the point where they exit from the apparatus 11 Only use attachments acce...

Page 5: ...that is a safety policy or protection of property The safety guidelines for the equipment in this manual do not purport to address all the safety issues of the equipment It is the responsibility of th...

Page 6: ...k Parameters 33 2 2 5 Configure the SIP Parameters 35 2 2 6 Configure the Nightringer Parameters 40 2 2 7 Configure the Sensor Configuration Parameters 42 2 2 8 Configure the Multicast Parameters 45 2...

Page 7: ...This Product To identify the VoIP Intercom look for a model number label similar to the one shown in Figure 1 1 The model number on the label should be 010935 Figure 1 1 Model Number Label VoIP INTER...

Page 8: ...ow the VoIP Intercoms can be installed as part of a VoIP phone system Figure 1 2 Typical Installation Door Entry Access Control Figure 1 3 Typical Installation Mass Notification Figure 1 4 Typical Ins...

Page 9: ...ld be installed by a licensed electrician according to all local electrical and building codes GENERAL ALERT Warning Electrical Hazard To prevent injury this apparatus must be securely attached to the...

Page 10: ...efore sending additional DTMF tones Network configurable microphone input sensitivity adjustment Network downloadable product firmware Doubles as a paging speaker Call button Call activity indicator l...

Page 11: ...s in addition to the option to use static addressing TFTP Client Facilitates hosting for the Autoprovisioning configuration file RTP RTP AVP Audio Video Profile Facilitates autoprovisioning configurat...

Page 12: ...PoE 802 3af compliant or 5 volts at 1000m 10o C to 50o C 14o F to 122o F G711 A law and law FCC Class A UL 60950 Part Number 010935 Dimensions 5 x 5 x 2 5 Weight Auxiliary Relay 1 6 lbs shipping weig...

Page 13: ...ify This Product Operations Guide 930242A D CyberData Corporation 7 1 7 Dimensions Figure 1 5 Dimensions Size of Unit With Case DIMENSIONS ARE IN INCHES MILLIMETER 5 00 127 0 2 36 60 0 4 64 117 8 4 70...

Page 14: ...o Identify This Product Operations Guide 930242A D CyberData Corporation 8 Figure 1 6 Dimensions Size of Unit Without Gang Box 5 000 127 0 5 000 127 0 1 985 50 4 4 200 106 7 4 200 106 7 DIMENSIONS ARE...

Page 15: ...n 2 Installing the VoIP Intercom 2 1 Parts List Table 2 1 illustrates the SiP VoIP and PoE Speaker parts Table 2 1 Parts List Quantity Part Name Illustration 1 Intercom Assembly 1 Installation Quick R...

Page 16: ...the product warranty Figure 2 1 VoIP Intercom Connections 6 5 4 3 2 1 AlternatePower Input 1 5Vat 1000 mA 2 Power Ground Relay Contact 2Aat 30 VDCor 0 4Aat 125 VAC 3 Normally Open Common 4 Normally O...

Page 17: ...are selectable from the web interface as well Note The three digit code for the auxiliary relay must be sent in conformance with RFC2833 DTMF generation Warning Electrical Hazard The VoIP Intercom en...

Page 18: ...VDC 1A MAX IN Switching Diode High PIV UltraFast Solid State or Mechanical Relay Controlled Device Depending Upon AC or DC rated Output Contacts Requirements Power Source AC or DC Controlled Device Su...

Page 19: ...3 2 1 3 Identifying the VoIP Intercom Connectors See the following Figures and Tables to identify the connectors and functions Figure 2 3 J2 J5 and J6 Connector Locations Table 2 2 Connector Functions...

Page 20: ...ction J1 PoE Network Connection RJ 45 ethernet J3 Terminal Block see Figure 2 1 J4 Factory Only J8 Factory Only JP0 Factory Only JP1 Factory Only JP2 Factory Only JP3 Factory Only JP4 Factory Only JP5...

Page 21: ...nitial power or reset the call button LED will illuminate While the software is setting up the network the call button led will blink rapidly 10 times second When the software has finished initializat...

Page 22: ...t cable or power supply The square green Link light above the Ethernet port indicates that the network connection has been established see Figure 2 6 and Figure 2 7 The Link light changes color to con...

Page 23: ...VoIP Intercom Intercom Setup Operations Guide 930242A D CyberData Corporation 17 2 1 5 1 Verify Network Activity The square yellow Activity light blinks when there is network activity Figure 2 7 Netw...

Page 24: ...935B 010935C 010935D and 010935E You will need a jumper shunt to place over the JP11 jumper pins per the instructions below Intercoms with an RTFM button correspond to part number 010935F When the Int...

Page 25: ...Installing the VoIP Intercom Intercom Setup Operations Guide 930242A D CyberData Corporation 19 Figure 2 9 Jumper on JP11...

Page 26: ...Intercom that has an RTFM button then see Section 2 1 7 1 Intercom with an RTFM Button If you have an Intercom that has a jumper and does not have an RTFM button then see Section 2 1 7 2 Intercom wit...

Page 27: ...n troubleshooting configuration problems it is sometimes convenient to restore the device to a known state To restore the factory default settings on your device do one of the following If you have an...

Page 28: ...Data Corporation 22 2 1 8 1 Intercom with an RTFM Button Complete the following steps to restore defaults on an Intercom that has an RTFM button 1 Press and hold the RTFM button SW1 in Figure 2 12 unt...

Page 29: ...ation 23 2 The Call Button LED see Figure 2 13 on the front will blink quickly 3 Press and hold the Call Button until restoring defaults is announced Figure 2 13 Call Button and Call Button LED 4 Rele...

Page 30: ...n 1 Put a jumper on JP11 See Figure 2 14 Figure 2 14 Jumper on JP11 2 Wait for the Intercom to announce the IP address 3 Press and hold the Call Button see Figure 2 15 until restoring defaults is anno...

Page 31: ...t it When you are ready to mount an Intercom refer to Appendix A Mounting the Intercom for instructions All Intercoms are initially configured with the following default IP settings When configuring m...

Page 32: ...iption Link to the Home page Link to the Device Configuration page Link to the Networking page Link to go to the SIP Configuration page Link to go to the Nightringer page Link to the Sensor Configurat...

Page 33: ...oIP Discovery Utility program which allows you to easily find and configure the default web address of the CyberData VoIP products CyberData s VoIP Discovery Utility program is available at the follow...

Page 34: ...Installing the VoIP Intercom Intercom Setup Operations Guide 930242A D CyberData Corporation 28 Figure 2 16 Home Page...

Page 35: ...hows the current subnet mask address Default Gateway Shows the current default gateway address DNS Server 1 Shows the current DNS Server 1 address DNS Server 2 Shows the current DNS Server 2 address S...

Page 36: ...m Intercom Setup Operations Guide 930242A D CyberData Corporation 30 2 2 3 Configure the Device 1 Click the Device Configuration button to open the Device Configuration page See Figure 2 17 Figure 2 1...

Page 37: ...ivate Relay During Ring When selected the relay will be activated for as long as the call is active NOTE When the phone is set to Auto Answer it will not ring and this option does nothing Activate Rel...

Page 38: ...olume Boost When Volume Boost is enabled the device will play at a higher volume at the risk of having the audio clip at very high levels Click the Save button to save your configuration settings Note...

Page 39: ...m Intercom Setup Operations Guide 930242A D CyberData Corporation 33 2 2 4 Configure the Network Parameters 1 Click the Networking button to open the Network Configuration page Figure 2 18 Figure 2 18...

Page 40: ...he VLAN ID number Note The device supports 802 11Q VLAN tagging support The switch port connected to the device will need to be in trunking mode for the VLAN tags to propagate VLAN Priority 0 7 Enter...

Page 41: ...ta Corporation 35 2 2 5 Configure the SIP Parameters 1 Click SIP Config to open the SIP Configuration page Figure 2 19 Note For specific server configurations go to the following website address http...

Page 42: ...ote SIP Port number default 5060 8 character limit Local SIP Port Type the Local SIP Port number default 5060 8 character limit Outbound Proxy Type the Outbound Proxy as either a numeric IP address in...

Page 43: ...s function RTP Settings RTP Port even Specify the port number used for the RTP stream after establishing a SIP call This port number has to be an even number and defaults to 10500 Dial Out Settings Di...

Page 44: ...e intercom to dial out to a single endpoint In this case the dial out extension should be the IP address of the remote device The Intercom can also receive Point to Point calls The delayed DTMF functi...

Page 45: ...mmas will pause for 2 seconds A pause of one second will be sent after each numerical digit Extension String Resulting Action Note The maximum number of total characters in the dial out field is 25 Ta...

Page 46: ...es not have to be to the same server as the primary SIP registration Any calls made to the Nightringer extension will cause the Intercom to play a ring tone There is no way to answer this call The Nig...

Page 47: ...e as the Local SIP Port found on the SIP Configuration Page Outbound Proxy Type the Outbound Proxy as either a numeric IP address in dotted decimal notation or the fully qualified host name 255 charac...

Page 48: ...eter has been met The intrusion sensor is an optical sensor installed on the Intercom board and will be activated when the Intercom is removed from the case Each sensor can trigger up to five differen...

Page 49: ...talling the VoIP Intercom Intercom Setup Operations Guide 930242A D CyberData Corporation 43 1 Click Sensor Config to open the Sensor Configuration page Figure 2 22 Figure 2 22 Sensor Configuration Pa...

Page 50: ...n Check this box to call a preset extension once Play recorded audio Check this box to play a pre recorded audio file once Dial Out Extension Enter the desired dial out extension number Dial Out ID Ty...

Page 51: ...up enabled products There is no limit to how many speakers can be in a given paging zone Each multicast group is defined by a multicast address and port number Each multicast group is assigned a prior...

Page 52: ...r limit Beep When selected the device will play a beep before multicast audio is sent Click the Save button to save your configuration settings Note You need to reboot for changes to take effect Click...

Page 53: ...igure the Audio Configuration Parameters The Audio Configuration page is used to add custom audio to the board User uploaded audio will take precedence over the audio files shipped with the Intercom 1...

Page 54: ...Installing the VoIP Intercom Intercom Setup Operations Guide 930242A D CyberData Corporation 48 Figure 2 25 Audio Configuration Page continued...

Page 55: ...limit Your IP Address is Corresponds to the message Your IP address is 24 character limit Rebooting Corresponds to the spoken word Rebooting 24 character limit Restoring default Corresponds to the mes...

Page 56: ...eated Audio Files User created audio files should be saved in the following format RIFF little endian data WAVE audio Microsoft PCM 16 bit mono 8000 Hz You can use the free utility Audacity to convert...

Page 57: ...rcom Setup Operations Guide 930242A D CyberData Corporation 51 When you export an audio file with Audacity save the output as WAV Microsoft signed 16 bit PCM Figure 2 28 WAV Microsoft signed 16 bit PC...

Page 58: ...52 2 2 10 Configure the Event Parameters Click the Event Config button to open the Event Configuration page Figure 2 29 The Event Configuration page specifies a remote server that can be used to recei...

Page 59: ...Relay Activated Events When selected Relay Activated Events are enabled Enable Relay Deactivated Events When selected Relay Deactivated Events are enabled Enable Ring Events When selected Ring Events...

Page 60: ...ata VoIP Device MAC 0020f70015b6 event POWERON event cyberdata POST xmlparse_engine HTTP 1 1 Host 10 0 3 79 User Agent CyberData 1 0 0 Content Length 199 Content Type application x www form urlencoded...

Page 61: ...er Agent CyberData 1 0 0 Content Length 234 Content Type application x www form urlencoded xml version 1 0 encoding ISO 8859 1 cyberdata NAME CyberData VoIP Device MAC 0020f70015b6 event MULTICAST_STA...

Page 62: ...l version 1 0 encoding ISO 8859 1 cyberdata NAME CyberData VoIP Device MAC 0020f70015b6 event RELAY_DEACTIVATED event cyberdata POST xmlparse_engine HTTP 1 1 Host 10 0 3 79 User Agent CyberData 1 0 0...

Page 63: ...ation in xml format Autoprovisioned values in this file will override values stored in on board memory The autoprovisioning file can be hosted with a tftp or a web server and by default is named accor...

Page 64: ...ision when idle in minutes 10 Type the desired time in minutes greater than 10 that you want the Autoprovisioning feature to update after a certain amount of idle time 6 character limit Note A value o...

Page 65: ...le if you only wanted to modify the device name the following would be a valid autoprovisioning file xml version 1 0 encoding utf 8 specific MiscSettings DeviceName auto Intercom DeviceName MiscSettin...

Page 66: ...ning Autoupdate When the device is set to autoprovision either after a period of time or when idle or at a time of day the device will do the following Re download the autoprovisioning file Compare th...

Page 67: ...t to appear unresponsive If this happens wait until the transfer is complete and then refresh the page The device uses the file name to determine when to download a new audio file This means that if y...

Page 68: ...of the parts that constitute the following time zone string CST6DST M3 2 0 2 00 00 M11 1 0 2 00 00 Time Zone String Part Meaning CST6CDT The time zone offset from GMT and three character identifiers f...

Page 69: ...URL when a certain time zone applies daylight savings time http www timeanddate com time dst 2011 html World GMT Table Table 2 21 has information about the GMT time in various time zones Table 2 20 Ti...

Page 70: ...srael Cairo GMT 3 Moscow Kuwait GMT 4 Abu Dhabi Muscat GMT 5 Islamabad Karachi GMT 6 Almaty Dhaka GMT 7 Bangkok Jakarta GMT 8 Hong Kong Beijing GMT 9 Tokyo Osaka GMT 10 Sydney Melbourne Guam GMT 11 Ma...

Page 71: ...pload the firmware from your computer 1 Retrieve the latest Intercom firmware file from the VoIP Intercom Downloads page at http www cyberdata net products voip digitalanalog intercom downloads html 2...

Page 72: ...omatically reboot when the upload is complete When the countdown finishes the Upgrade Firmware page will refresh The uploaded firmware filename should be displayed in the system configuration indicati...

Page 73: ...42A D CyberData Corporation 67 2 3 1 Reboot the Intercom To reboot a Intercom log in to the web page as instructed in Section 2 2 2 Log in to the Configuration Home Page 1 Click Reboot Figure 2 33 A n...

Page 74: ...0 0 3 71 cgi bin command cgi post data call 10 0 3 72 Terminate active call wget user admin password admin auth no challenge quiet O dev null http 10 0 3 71 cgi bin command cgi post data terminate yes...

Page 75: ...post data play_audiotest yes Play the Page Tone audio file wget user admin password admin auth no challenge quiet O dev null http 10 0 3 71 cgi bin audioconfig cgi post data play_pagetone yes Play the...

Page 76: ...post data play_audiotest yes Play the Page Tone audio file wget user admin password admin auth no challenge quiet O dev null http 10 0 3 71 cgi bin audioconfig cgi post data play_pagetone yes Play the...

Page 77: ...post data play_audiotest yes Play the Page Tone audio file wget user admin password admin auth no challenge quiet O dev null http 10 0 3 71 cgi bin audioconfig cgi post data play_pagetone yes Play the...

Page 78: ...10 0 3 71 cgi bin audioconfig cgi post data delete_6 yes Delete the 7 audio file wget user admin password admin auth no challenge quiet O dev null http 10 0 3 71 cgi bin audioconfig cgi post data dele...

Page 79: ...n password admin auth no challenge quiet O dev null http 10 0 3 71 cgi bin audioconfig cgi post data delete_doorajar yes Delete the Night Ring audio file wget user admin password admin auth no challen...

Page 80: ...sure that you have received all the parts for each Intercom Refer to Table A 1 Quantity Part Name Illustration 2 Outlet Box Plugs 2 Flush Mounting Plate 2 8 32 x 1 4 Flat Head Phillips Machine Screw...

Page 81: ...tion 75 To mount the Intercom 1 Plug the Ethernet cable into the Intercom Assembly see Figure A 1 Section 2 1 5 Network Connectivity and Data Rate explains how the Link and Status LEDs work Figure A 1...

Page 82: ...mbly Security Torx Screw 4x Face Plate and PCB Assembly 2 Gang Box 1 Tamper resistant T 15H Torx Key needed for Security Torx Screws Caution Equipment Hazard Do not use an electric or power screwdrive...

Page 83: ...Otherwise use the outlet box plug to plug the exit hole Note Apply good quality waterproof sealant to all threads Figure A 3 Mounting the VoIP Intercom Assembly Figure A 4 shows the restrictions of th...

Page 84: ...Operations Guide 930242A D CyberData Corporation 78 Figure A 5 shows how to properly mount the VoIP Intercom Figure A 5 Mounting Not Provided Mounting Screw Flat Head Phillips Machine Screw 2x Plate...

Page 85: ...CUTOUT FOR PCBA 5 05 128 3 3 27 83 1 5 00 127 0 3 70 94 0 1 70 43 2 0 10 2 5 4 40 111 8 4 40 111 8 DIMENSIONS ARE IN INCHES MILLIMETER 0 20 5 2 FACEPLATE GASKET 0 57 14 4 REF 0 35 8 9 REF A A VIEW A A...

Page 86: ...ted in Step 1 the directory that contains the files to be uploaded For example in tftpd l s tftpboot your_directory_name B 1 2 In a Windows Environment You can find several options online for setting...

Page 87: ...data net products voip digitalanalog intercom faqs html Select the support page for your product to see a list of frequently asked questions for the CyberData product C 2 Documentation The documentati...

Page 88: ...roubleshooting Please also include as much detail as possible in the Comments section of the Support Form Phone 831 373 2601 Ext 333 Email support cyberdata net Returned Materials Authorization To ret...

Page 89: ...ent version of the device Products shipped to CyberData both within and out of warranty are shipped at the expense of the customer CyberData will pay return shipping charges for repaired products Cybe...

Page 90: ...ty spareintheair html C 4 4 Return and Restocking Policy For our authorized distributors and resellers please refer to your CyberData Service Agreement for information on our return guidelines and pro...

Page 91: ...backup SIP server 1 36 backup SIP server 2 36 backup SIP servers SIP server backups 36 baud rate verifying 16 C call button 15 LED 15 call button LED 15 changing the web access password 30 Chrome web...

Page 92: ...ing gang box 76 Firefox web browser 3 firmware where to get the latest firmware 65 flash button LED door sensor 44 flash button LED intrusion sensor 44 flush mounting custom 79 G gang box fastening 76...

Page 93: ...res 4 product overview product features 4 product specifications 6 supported protocols 5 supported SIP servers 5 typical system installation 2 product specifications 6 protocol 6 protocols supported 5...

Page 94: ...from 5 x x 65 76 user ID for SIP server login 36 username changing for web configuration access 30 default for web configuration access 27 restoring the default 25 V verifying baud rate 16 network act...

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