Guardian Telecom Inc.
Installation and Operation
VoIP Telephone Setup & Configuration
Page 39
9. Frequently Asked Questions
1. How do I update my firmware?
Extract the firmware file from the supplied CD.
2. For additional support or answers to questions not covered on this page, who should I contact?
Contact Guardian Telecom VoIP Technical Support.
3. When dialing the three-digit DTMF tone on the IP phone, I can hear the DTMF-tones coming out of the
speaker of the VoIP device but there is no relay action. The relay works when using the relay test-button
on the configuration software. How do I fix this?
Since the relay test button is working, it seems like the problem results from interfacing with the IP phone
where the DTMF tone is generated. To resolve this problem verify that the DTMF tone on the phone is set to
out-of-band.
4. I was able to register your device with our SIP server, but when I tried to enter a DTMF tone there was
no function.
Make sure your SIP phone is set to 101 for the DTMF payload type (Out of Band RFC2833).
5. After a period of time, my device stops working or is unreachable.
This is a common problem when the re-registration time value is not set correctly.
On a Guardian VoIP device, you need to make sure that the re-registration time value (in minutes) is
less
than
that is set on the IP-PBX server.
6. On an Asterisk-based VoIP SIP PBX system, the Guardian SIP Device status is "Busy" or
"Unreachable". I have set up both the Guardian VoIP SIP device and the PBX extension information for
the device. I can see the device on the network, am able to PING it, and can bring up the device web page
with a browser. However, when I try to call it from a phone extension, I see the word "Busy" or
"Unreachable" in the Asterisk log.
In the PBX setup page for the extension of the Guardian device, find the
Qualify=
value and change it to
NO
.
If the
Qualify=
value requires a numeric value, then change it to
0
.
Note that on some Asterisk systems (such as
Intuitive Voice
) this value is called the
Heartbeat=
value. Set
the
Heartbeat=
value to
NO
, and then save the settings.
Also, on the product's
SIP Setup
page, make sure that the
Register Expiration (minutes)
setting is set to
less than
6
minutes (
5
minutes is good) because it needs to be a value less than the Asterisk default value of
6 minutes. Save the settings after changing the
Register Expiration (minutes)
setting.
7. What type of audio files can be uploaded into the device?
RIFF (little-endian) data, WAVE audio, Microsoft PCM, 16 bit, mono 8000 Hz
You can use the free utility 'Audacity' (
http://audacity.sourceforge.net/
) to convert audio files into a format the
device can recognize.
When you export an audio file with this program, you can save the output as "WAV (Microsoft) signed 16 bit
PCM."
8. On the V2 products, what happens during a firmware upload if the process gets corrupted?
To guard against failed firmware upgrades, units shipped from Guardian Telecom with V.0.0.29 feature a
built-in "fail safe" mechanism.
The Device will store the "TFTP Server IP" and "New Filename" entered on the "Update Firmware" web page.
If, during the boot process, the Device is unable to boot the firmware, it will attempt to download the stored
image from the stored TFTP server.
