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10.7

Common Trouble Cases

Table 10 - Trouble Cases

Trouble Case

Solution

Device could not boot up

1. The device is powered by external power supply via power adapter or

PoE switch. Please use standard power adapter provided or PoE
switch met with the specification requirements and check if device is
well connected to power source.

2. If you saw “POST MODE” on the device screen, the device system

image has been damaged. Please refer to the instructions in “

10.6

Entering Post Mode and Recover System Image

” to restore the

system image.

Device could not register
to a service provider

1. Please check if device is well connected to the network. The network

Ethernet cable should be connected to the

[Network] port NOT

the

[PC] port. If the cable is not well connected to the network

icon

[WAN disconnected] will be flashing in the middle of the

screen.

2. Please check if the device has an IP address. Check the system

information, if the IP displays “Negotiating…”, the device does not have
an IP address. Please check if the network configurations is correct.

3. If network connection is fine, please check again your line

configurations. If all configurations are correct, please kindly contact
your service provider to get support, or follow the instructions in “10.6
Network Packet Capture” to get the network packet capture of
registration process and send it to support to analyze the issue.

No Audio or Poor Audio
in Handset

1. Please check if headset is damage?
2. The network bandwidth and delay may be not suitable for audio call at

the moment.

Poor Audio or Low
Volume in Headphone

1. There are two Headphone wire sequence in the market. Please use the

Headphone provided, or consult the wire sequence if you wish to use a
third party headphone.

2. The network bandwidth and delay may be not suitable for audio call at

the moment.

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Содержание E02

Страница 1: ...E02 E02C User Manual_V1 0 ...

Страница 2: ...Document VER Firmware VER Explanation Time V1 0 2 0 3 3327 Initial issue 20170505 ...

Страница 3: ... Line Configurations 17 6 Using the Phone 21 6 1 Making Phone Calls 21 6 1 1 Make Receive Second Call 23 6 1 2 Join Split Two Calls 3 way Local Conference 24 6 1 3 Call Transfer 25 6 2 Using Phonebook 25 6 2 1 Add Edit Delete Contact 26 6 2 2 Add Edit Delete Group 27 6 2 3 Browse and Add Remove Contacts in Group 27 6 3 Using Cloud Phonebook 28 6 3 1 Open Cloud Phonebook 28 6 4 Call Logs 29 6 5 Voi...

Страница 4: ... 39 8 9 NETWORK Basic 39 8 10 NETWORK Advanced 39 8 11 NETWORK VPN 39 8 12 LINES SIP 39 8 13 LINES Dial Peer 43 8 14 LINES Dial Plan 46 8 15 LINES Basic Settings 47 8 16 PHONE Features 47 8 17 PHONE Audio 50 8 18 PHONE MCAST 51 8 19 PHONE Time Date 51 8 20 PHONE Advanced 52 8 21 PHONEBOOK Contacts 53 8 22 PHONEBOOK Cloud Phonebook 53 8 23 PHONEBOOK Blacklist 54 8 24 PHONEBOOK Advanced 54 8 25 CALL...

Страница 5: ... 58 10 3 Reboot Device 58 10 4 Reset Device to Factory Default 58 10 5 Network Packets Capture 59 10 6 Entering Post Mode and Recover System Image 59 10 7 Common Trouble Cases 60 Appendix I Icon Illustration 61 Appendix II Text Input from Keypad 62 Appendix III LED Definition 64 ...

Страница 6: ...8 Figure 16 Configure Advanced Line Options 19 Figure 17 Configure SIP Realm Domain 19 Figure 18 Configure Unregistered Dial 19 Figure 19 Enable Disable Anonymous 19 Figure 20 Configure DTMF Mode 19 Figure 21 Enable Disable STUN 19 Figure 22 Configure Local Port 19 Figure 23 configure Ring Type 19 Figure 24 Configure MWI Number 19 Figure 25 Configure Pickup Number 20 Figure 26 Configure Park Numbe...

Страница 7: ...age Screen 30 Figure 55 Configure the Voice Message Number 30 Figure 56 DND Enabled on All Lines 31 Figure 57 Configure DND on Line 31 Figure 58 Configure Auto answering on Line1 32 Figure 59 Auto answering Enabled on Line1 32 Figure 60 Select Line for Call Forward Configuration 33 Figure 61 Select Call Forward Type 33 Figure 62 Activate Call Forward and configure Call Forward Number 33 Figure 63 ...

Страница 8: ...7 Table 5 Common Phone Feature Settings on Web 47 Table 6 Audio Settings on Web 50 Table 7 MCAST Parameters on Web 51 Table 8 Time Date Setting Parameters on Web 51 Table 9 DSS Key Setting Parameters on Web 54 Table 10 Trouble Cases 60 Table 11 Keypad Icons 61 Table 12 Status Prompt and Notification Icons 61 Table 13 Look up Table of Characters 62 Table 14 DSS KEY LED State 64 ...

Страница 9: ...ll the device in places where there is direct sunlight Also do not put the device on carpets or cushions It may cause fire or breakdown Avoid exposure the phone to high temperature or below 0 or high humidity Avoid wetting the unit with any liquid Do not attempt to open it Non expert handling of the device could damage it Consult your authorized dealer for help or else it may cause fire electric s...

Страница 10: ...o provisioning and more E02 is a efficient office productivity appliance for call center E02 s foot plate provides users the flexibility to change DSS key definition Meanwhile with its convenient design of the foot plate it can support both feet to answer or hang up the phone it will provide higher efficiency for call center users In order to help some users who are interested to read every detail...

Страница 11: ...le Ethernet cable which is also used for data transmission By attaching UPS system to PoE switch the device can keep working at power outage just like traditional PSTN telephone which is powered by the telephone line For users who do not have PoE equipment the traditional power adapter should be used If the device is connected to a PoE switch and power adapter at the same time the power adapter wi...

Страница 12: ... to install the device Figure 1 Bracket installation 3 2 2 Connecting to the Device Please connect power adapter network PC handset and foot pedal to the corresponding ports as described in below picture Figure 2 Connecting to the Device NOTICE Power adapter is optional for both E02C and E02 model ...

Страница 13: ...ft Keys These four buttons provide different functions corresponding to the soft menu displayed on the screen Standard Telephone Keys The 12 standard telephone keys provide the same function as standard telephones but further to the standard function some keys also provide special function by long pressing the key Key Long pressed to lock the phone Default PIN is 123 Microphone Mute User can mute ...

Страница 14: ...g foot pedal once user can turn off hook or hang up of Call 4 4 Screen User Interface Figure 4 Screen Layout Default Standby Screen The screen user interface is mostly presented in the above layout except some prompt messages The upper area is the main screen to display the device s status and information or data for viewing or editing The lower area is the software menu soft menu buttons which wi...

Страница 15: ... a browser To get the device IP address user could press the soft menu button Menu Status Figure 6 Check the Device s IP Address The first screen of the device s web portal is the login page Figure 7 Web Portal Login Page User must enter the username and password to log in to the web portal The default username and password are both admin For the detail of web portal operations please refer to 8 W...

Страница 16: ...in the middle of screen it means the network cable was not correctly connected to the device s network port Please check the cable is connected correctly to the device and to the network switch router or modem There are three common IP configuration modes Dynamic Host Configuration Protocol DHCP This is the automatic configuration mode by getting network configurations from a DHCP server Users nee...

Страница 17: ...vice provider with the server s address and user s authentication as stored in the configurations To configure a line manually user may open the line configuration screen through soft menu button Menu Settings Advanced Settings Accounts SIP1 SIP2 Basic Settings from the standby screen NOTICE User must enter correct PIN code to be able to enter advanced settings to edit line configuration The defau...

Страница 18: ...18 64 Figure 11 Configure Authentication Name Figure 12 Configure SIP Authentication Password Figure 13 Configure Display Name Figure 14 Enable Disable Outbound Proxy Figure 15 Enable Disable Sip Line ...

Страница 19: ...ings in accounts on the individual line to configure those options Figure 16 Configure Advanced Line Options Figure 17 Configure SIP Realm Domain Figure 18 Configure Unregistered Dial Figure 19 Enable Disable Anonymous Figure 20 Configure DTMF Mode Figure 21 Enable Disable STUN Figure 22 Configure Local Port Figure 23 configure Ring Type Figure 24 Configure MWI Number ...

Страница 20: ...Enable Disable Missed Call Figure 29 Enable Disable Feature Sync Figure 30 Enable Disable SCA NOTICE On the device user can only configure whether STUN Outbound Proxy is enabled to change the STUN Outbound Proxy server address user must edit in the device web portal Refer to 8 15 LINES Global Settings and 8 12 LINES SIP ...

Страница 21: ...erface Web Phone settings Features Figure 31 Default Line Dialing Methods User can dial a number by Entering the number directly Selecting a phone number from phonebook contacts Refer to 6 2 Using Phonebook Selecting a phone number from cloud phonebook contacts Refer to 6 3 Using Cloud Phonebook Selecting a phone number from call logs Refer to 6 4 Call Logs Redialing the last dialed number Dialing...

Страница 22: ...e user must login to the web to enable Press to invoke dialing option in page Line Dial Plan Basic Settings and apply it Cancel Call While calling the number user can press End button or close the audio channel to press the headset button or foot plate to drop the call Figure 34 Calling Remote Party Answering Incoming Call When there is an incoming call while the device is idle user will see the f...

Страница 23: ...y pressing Hold button and the button will be changed to Resume icon User can press the Resume button to resume the call Figure 37 Call Holding Screen Call Ended When user finished the call user can press the headset key or foot plate to close the audio channel to hang up the call NOTICE When the call is held or in holding state the user must press Resume button to back to call mode or press the E...

Страница 24: ...ER Conf button to make a new call to make new call on the default line When user is making a second call with the above methods the first call could be place on hold manually first or will be put on hold automatically at second dial Switching between Two Calls When there are two calls established user will see a dual calls screen as the following picture Figure 39 Dual Calls User can press volume ...

Страница 25: ...ming the second call is established user press XFER button first then dial the second party number When the number is dialed user can press XFER button again and the first party will be transfer to the second This is like helping the first party to dial to the second one However the transfer could be successful if the second party answered it or could be failed if the second party is busy or rejec...

Страница 26: ...ser may check the contact s information by pressing Option details button Figure 43 Browsing Phonebook 6 2 1 Add Edit Delete Contact To add a new contact user should press Add button to open Add Contact screen and enter the contact information of the followings Contact Name Tel Number Mobile Number Other Number Ring Tone Contact Group Figure 44 Add New Contact User can edit a contact by pressing O...

Страница 27: ...dit a group press Edit button Figure 45 Group List 6 2 3 Browse and Add Remove Contacts in Group User can browse contacts in a group by opening the group in group list with OK button Figure 46 Browsing Contacts in a Group When user is browsing contacts of a group user can also add or remove contacts in that group by pressing Add button to enter the group contacts management screen Press Add button...

Страница 28: ...t up to date phonebook However the downloading may take a couple seconds depending on the network condition Therefore it is highly recommended to the users to save important contacts from cloud to local phonebook to save the time of waiting for downloading To open cloud phonebook list press Cloud Phonebook in phonebook screen Figure 48 Cloud Phonebook List 6 3 1 Open Cloud Phonebook In cloud phone...

Страница 29: ...tail by pressing Option details button and dial the number with Dial button or add the call log number to phonebook with pressing Option Add to Contact User can delete a call log by pressing Delete button and can clear all call logs by pressing Clear button Figure 51 Call Logs User can also filter call logs with specific call log type to narrow down the call log records by pressing the left right ...

Страница 30: ... configure the voice message number first Once the voice message number is configured user can retrieve the voice message of a line by pressing the Dial button in the voice message screen When the device is in the default standby mode You can also press Menu Applications Voice Massage to enter MWI interface When you opened voice message configuration interface select the line to be configured with...

Страница 31: ...ill you find DND item Press left right navigation key to change the DND mode or DND state on specific line When done press Save button to save the changes User will see icon Do Not Disturb against the enabled line Figure 57 Configure DND on Line 6 7 Auto Answering User may enable auto answering feature on the device and any incoming call will be automatically answered not including call waiting Th...

Страница 32: ...ed on the conditions and configurations User can configure the call forward settings of each line There are three types Unconditional Call Forward Forward any incoming call to the configured number Call Forward on Busy When user is busy the incoming call will be forwarded to the configured number Call Forward on No Answer When user does not answer the incoming call after the configured delay time ...

Страница 33: ...ward with left right navigation buttons against specific lines and types If select Enable browse the setting parameters with volume select key and enter required information When done press Save button to save the changes Figure 60 Select Line for Call Forward Configuration Figure 61 Select Call Forward Type Figure 62 Activate Call Forward and configure Call Forward Number Figure 63 Set Delay Time...

Страница 34: ...andsfree Volume item press left right navigation keys to adjust the ring volume Save the adjustment by pressing save button when done Enter Ring Type item press left right navigation keys to change the ring type Save the adjustment by pressing save button when done 7 3 Adjust LCD Energy Saving When the device is in the default standby mode Press soft button Menu till you find the Settings item Ent...

Страница 35: ...ime synchronization via SNTP protocol default enabled Manual User can modify data manually SNTP Server SNTP server address Time zone Select the time zone Daylight Saving Time Enable or Disable the Daylight Saving Time 12 Hour Clock Display the clock in 12 hour format Time format Select time format from one of the followings 1 JAN MON 1 January Monday JAN 1 MON January 1 Monday MON 1 JAN Monday 1 J...

Страница 36: ...enu till you find the Reboot System item Press Enter button a warning message Reboot Now will be prompt to user Press Yes button to execute the reset command or No to exit 7 7 Reset to Factory Default When the device is in the default standby mode Press soft button Menu till you find the Settings item and press OK or Enter button Enter Advanced Settings item then input the device PIN Default PIN i...

Страница 37: ...rticularly suitable for users who use headphone User can dial out a number by click the Dial button on top of the title of the web portal page or click a contact in the phonebook or click a number in the call logs to make phone call and press Answer button to answer incoming call When call ended user can click Hang up button to end the call All these operation can be done from the web portal witho...

Страница 38: ...d to new account There are two types of user privilege Administrators and Users If a user account is created as Users privilege this account will have limited accessibility to the device and cannot change some device settings The user account can be used to operate the device or access the device web portal by login to the device or its web User should log in to device web portal with his her user...

Страница 39: ... identify issues at trouble shooting Please refer to 10 Trouble Shooting for more detail Besides the device also provided the screenshot feature to user LCD Page 8 9 NETWORK Basic User can configure the network connection type and parameters in this page 8 10 NETWORK Advanced The network advanced settings is often configured by IT manager to enhance the quality of service of the device 8 11 NETWOR...

Страница 40: ...et the priority and availability of the codecs by adding or remove them from the list Advanced Settings Call Forward Unconditional Enable unconditional call forward all incoming calls will be forwarded to the number specified in the next field Call Forward Number for Unconditional Set the number of unconditional call forward Call Forward on Busy Enable call forward on busy when the phone is busy a...

Страница 41: ...mous Dial Without Registered Set call out by proxy without registration User Agent Set the user agent the default is Model with Software Version Use Quote in Display Name Whether to add quote in display name Ring Type Set the ring tone type for the line Conference Type Set the type of call conference Local set up call conference by the device itself maximum supports two remote parties Server set u...

Страница 42: ...use STUN for NAT traversal Convert URI Convert digit and alphabet characters to hh hex code DTMF Type Set the DTMF type to be used for the line DTMF SIP INFO Mode Set the SIP INFO mode to send and or 10 and 11 Transport Protocol Set the line to use TCP or UDP for SIP transmission SIP Version Set the SIP version Caller ID Header Set the Caller ID Header Enable Strict Proxy Enables the use of strict...

Страница 43: ...st allows one BLF key to monitor the status of a group Multiple BLF lists are supported SIP Encryption Enable SIP encryption such that SIP transmission will be encrypted SIP Encryption Key Set the pass phrase for SIP encryption RTP Encryption Enable RTP encryption such that RTP transmission will be encrypted RTP Encryption Key Set the pass phrase for RTP encryption 8 13 LINES Dial Peer This functi...

Страница 44: ...et the number of characters to be deleted For example if this is set to 3 the phone will delete the first 3 digits of the phone number It is an optional item Examples of different alias application This feature allows the user to create rules to make dialing easier There are several different options for dial rules The examples below will show how it works Example 1 Global Substitution It seems li...

Страница 45: ...ber adding prefix number automatically For example when users dial 9312 the device will send out 0079312 Figure 68 Add Prefixes Configuration Example 4 Add Suffixes If the dialed number ends with the fixed suffix number the phone will send out your dialed phone number adding suffix number automatically For example when users dial 1383322 the device will send out 13833220088 ...

Страница 46: ...number ends with the fixed prefix number the phone will send out your dialed phone number deleting prefix number automatically For example when users dial 98322 the device will send out 8322 Figure 70 Deletion Configuration 8 14 LINES Dial Plan Figure 71 Dial Plan Configuration ...

Страница 47: ...local SIP port used to send receive SIP messages Registration Failure Retry Interval Set the retry interval of SIP REGISTRATION when registration failed STUN Settings Server Address Set the STUN server address Server Port Set the STUN server port default is 3478 Binding Period Set the STUN binding period which can be used to keep the NAT pinhole opened SIP Waiting Time Set the timeout of STUN bind...

Страница 48: ... Mute for Ring Disable Mute for Ring Enable Intercom When intercom is enabled the device will accept the incoming call request with a SIP header of Alert Info instruction to automatically answer the call after specific delay Enable Intercom Mute Enable mute mode during the intercom call Enable Intercom Tone If the incoming call is intercom call the phone plays the intercom tone Enable Intercom Bar...

Страница 49: ... rather than SIP1 Enable Auto Switch Line Enable phone to select an available SIP line as default automatically Play Talking DTMF Tone Play DTMF tone on the device when user pressed a phone digits during taking default enabled Play Dialing DTMF Tone Play DTMF tone on the device when user pressed a phone digits at dialing default enabled Caller ID Display Priority Change caller ID display priority ...

Страница 50: ...3 G 729 G 726 32 ILBC AMR AMR WB NONE Fifth Codec The fifth preferential DSP codec G 711A U G 722 G 723 G 729 G 726 32 ILBC AMR AMR WB NONE Sixth Codec The sixth preferential DSP codec G 711A U G 722 G 723 G 729 G 726 32 ILBC AMR AMR WB NONE Tone Standard Set the country standard of call progress tones including dial tone busy tone ring back tone etc Default Ring Type Set the default ring type If ...

Страница 51: ... without involving SIP signaling You can also configure the phone to receive an RTP stream from pre configured multicast listening address es without involving SIP signaling You can specify up to 10 multicast listening addresses Table 7 MCAST Parameters on Web Parameters Description Normal Call Priority Define the priority of the active call 1 is the highest priority 10 is the lowest Enable Page P...

Страница 52: ...nth Week Start The DST start week Weekday Start The DST start weekday Hour Start The DST start hour Minute Start The DST start minute Month End The DST end month Week End The DST end week Weekday End The DST end weekday Hour End The DST end hour Manual Time Settings Set time manually 8 20 PHONE Advanced User can configure the advanced configuration settings in this page Screen Configuration Enable...

Страница 53: ... Add to Group to add selected contacts into the group 8 22 PHONEBOOK Cloud Phonebook Cloud Phonebook User may configure up to 8 cloud phonebooks Each cloud phonebook must be configured with an URL where an XML phonebook is stored The URL may be based on HTTP HTTPs or FTP protocol with or without authentication If authentication is required user must configure the username and password To configure...

Страница 54: ... call logs by time caller ID contact name duration or line and can also filter the call logs by the call log types in out missed or all User can save a call log into his her phonebook or add it to the blacklist User can also make web call by click on the number of a call log 8 26 FUNCTION KEY Function Key The device provides 1 user define DSS Keys at most User may configure customize each DSS key ...

Страница 55: ...r Line It can be configured as a Line Key User is able to make a call by pressing Line Key Key Event User can select a key event as a shortcut to trigger For example MWI DND Release Headset Hold etc DTMF It allows user to dial or edit dial number easily URL Open the specific URL directly Multicast Configure the multicast address and audio codec User presses the key to initiate the multicast BLF Li...

Страница 56: ...s who need data encryption please use OpenVPN instead To establish a L2TP connection users should log in to the device web portal open page Network VPN In VPN Mode check the Enable VPN option and select L2TP then fill in the L2TP server address Authentication Username and Authentication Password in the L2TP section Press Apply then the device will try to connect to the L2TP server When the VPN con...

Страница 57: ...lient ovpn CA Root Certification ca crt Client Certification client crt Client Key client key User then upload these files to the device in the web page Network VPN Section OpenVPN Files Then user should check Enable VPN and select OpenVPN in VPN Mode and click Apply to enable OpenVPN connection Same as L2TP connection the connection will be established every time when system rebooted until user d...

Страница 58: ...tures The device will check for new software release on manufacturer cloud server automatically and periodically 10 3 Reboot Device Users may reboot the device from soft menu Menu Reboot System and confirm the action by Yes Or simply remove the power supply and restore it again 10 4 Reset Device to Factory Default Reset Device to Factory Default will erase all user s configuration preference datab...

Страница 59: ...ge WARNING PLEASE AVOID UPDATING SYSTEM IMAGE FROM POST MODE UNLESS THE SYSTEM IMAGE IS DAMAGED If the device could not boot up and entered into POST MODE it is usually because of system image damaged due to power failure during software upgrade When this occurs users may follow below steps to restore the system image Step 1 Download the latest device software Step 2 Setup a FTP server on a PC and...

Страница 60: ...e flashing in the middle of the screen 2 Please check if the device has an IP address Check the system information if the IP displays Negotiating the device does not have an IP address Please check if the network configurations is correct 3 If network connection is fine please check again your line configurations If all configurations are correct please kindly contact your service provider to get ...

Страница 61: ...me mode Support the flip down function in menu interface Table 12 Status Prompt and Notification Icons Call out Call in Call hold Network disconnected Keypad locked Missed calls SMS New voice message waiting Do not disturb activated on phone Auto answering activated Call forward activated Headphone HP mode Microphone muted Mixed type input Lower case input Upper case input Numeric input ...

Страница 62: ...ble 13 Look up Table of Characters Mode Icon Text Mode Key Button Characters Of Each Press Numeric 1 1 2 2 3 3 4 4 5 5 6 6 7 7 8 8 9 9 0 0 space Lower Case Alphabets 1 2 a b c 3 d e f 4 g h i 5 j k l 6 m n o 7 p q r s 8 t u v 9 w x y z 0 0 space ...

Страница 63: ... D E F 4 G H I 5 J K L 6 M N O 7 P Q R S 8 T U V 9 WZYX 0 space space Mixed type input 1 1 2 2 a b c A B C 3 3 d e f D E F 4 4 g h I G H I 5 5 j k l J K L 6 6 m n o M N O 7 7 p q r s P Q R S 8 8 t u v T U V 9 9 w z y x W Z Y X 0 space space ...

Страница 64: ...on Table 14 DSS KEY LED State Type LED Light State Mute Key Off Not used Red On Mute call Hold key Off Not used Red On Hold call Auto Answer Off Not used Green On Enable auto answer Headset key Off Not used Green On Hook off or call ...

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