Yealink Compatibility

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Contents

Introduction

PLEASE NOTE YEALINK PHONES ARE NO LONGER SUPPORTED BY HOSTEDSUITE UNTIL YEALINK UPDATES THEIR API

The HostedSuite Server can work with Yealink phones.

Please note, that Yealink phones have performance issues and we typically require using a SNOM phone for reception

We support the following Yealink phones:

Yealink Phones?

HostedSuite requires either Yealink or SNOM phones for SIP based phone systems (except for Broadsoft). This is because of the way the SIP protocol works.

The SIP protocol does not have built in methods for performing call control from a third party application. For example, there is no way to force a SIP handset to answer an incoming phone call.

Extensions have been proposed for the SIP protocol to add some of this functionality, but currently they are poorly defined and not implemented well.

The Yealink line of SIP handsets has built in functionality to allow third party applications such as HostedSuite to Answer, Transfer, Screen Pop, etc. The functionality is well implemented and stable.

Yealink Pre Configuration Checklist

  1. Configure the Yealink phone with a static IP address
  2. Verify that you can login to the Yealink phone's web interface using its IP address from the HostedSuite Server
  3. Make sure that port 21392 TCP is open for incoming connections on the HostedSuite Server
  4. Yealink phone must be configured and receiving incoming calls

Screen Pops on SIP Systems

HostedSuite is designed to screen pop differently for each DID that is screened by the receptionist.

On traditional PBXs this was done using the DNIS for the incoming call.

On SIP systems, this is done differently. The SIP phone system should be configured to modify the caller name for the incoming call with a prefix so that we can uniquely identify which DID was called. Typically this is done using hunt groups.

For example, client A's DID is 555-1212. A hunt group will be created named "Client A". It's members will be any receptionist Yealink phones. The phone system will then be set to prefix the caller name for any calls with the name of the hunt group. So an incoming call from Patrick Greene to Client A's DID will ring the hunt group and the hunt group will send that call to the Yealink phone(s) and prefix the caller name, so on the display of the Yealink , the caller will look something like "Client A - Patrick Greene".

Each new client would have its own hunt group with same members and rules. The prefix would be different for each hunt group allowing HostedSuite to determine which record to display on the screen for incoming calls.

Configuring the Yealink phone(s)

The following steps will need to be done for each Yealink phone you are working with.

Login to the Yealink web interface, by opening a web browser and going to http://ip-address-of-yealink-phone

Under Features > Remote Control, set the "Action URI Allow IP List" to the IP address of the server that you will be using

Save the changes

Connection Settings

Name Description
Bind to IP Address If you have multiple network cards on the HostedSuite server PC, enter the IP address of the network card that is connected to the phone system network.

Device Settings

For each Yealink phone that you want the HostedSuite Server to monitor, add a device and enter the following settings:

Name Description
Number The extension of the phone - if you don't have a specific extension associated with the phone, you can just put a name in like "Front Reception"
IP Address The IP Address of the Yealink phone

To determine the IP Address of the Yealink from the phone, press the Help button and then press the IP Addr. soft key at the top of the phone

User Name The HTTP User Name for the Yealink phone (set under Advanced > QOS/Security from the Yealink web interface)
Password The HTTP Server password for the Yealink phone (set under Advanced > QOS/Security from the Yealink web interface)

Once you have added all your Yealink phones, you can click Save and login.

Action URLs

NOTE: You must manually enter the Action URLs on the Yealink web interface using the settings listed on the Phone System Edit screen in HostedSuite

You can get the list of action URLs after saving the phone system in HostedSuite by clicking the Edit link next to the Phone System - they will be on the Configuration tab

Troubleshooting

Basic Troubleshooting

  1. When in doubt, Reboot
  2. First make sure that you can login to the Yealink web interface and that the Yealink is on the same network as the HostedSuite Server.
  3. If the Yealink phone is on a separate network from the HostedSuite Server, network rules have to be configured so that both devices can access one another across the network.
  4. Try pinging the IP address of the Yealink and see if it responds
  5. The HostedSuite Server needs to be able to access the Yealink via its IP address and the Yealink needs to be able to access the HostedSuite Server via its IP address.
  6. The most common cause of problems is that either Windows Firewall is either turned on or not configured to allow port 21392 TCP through.
  7. Check the Yealink's log. The link is located in the Yealink web interface at the bottom left.
    1. Set the logging level to 9 and save that setting
    2. Clear the log
    3. Send a call to the phone
    4. Refresh the log
    5. If you see an entry in the log file similar to "Could not access XML minibrowser file..." this indicates either a firewall is blocking the connection from the phone to the server or the network isn't configured to allow connections from the phone to the server

Action URL fields missing

  1. Make sure that the Action URLs for the phone have been entered correctly with the correct IP address of the HostedSuite server

Calls Not Popping

  1. Make sure that the Action URL settings on the Yealink phone look correct
  2. If there are multiple NIC cards on the HostedSuite Server, make sure the Bind to IP Address in the Phone System Settings specifies which NIC card to use
  3. If there is a firewall running on the HostedSuite Server, make sure that ports 21483 and 21392 (TCP) are open.
  4. Login to the Yealink phone and verify that all the settings are correct as per the instructions above.

Can't Manipulate Calls (Answer, Transfer, Hold, etc.)

First make sure that you can login to the web interface on the Yealink using the user name/password entered in the software.

For example, if the Yealink has an IP address of 192.168.0.1, you would open a web browser to http://192.168.0.1 and enter the user/pass that is entered in the software.

If this login fails, the correct user name and password must be entered.

This can also be caused by not turning off the "Use Hidden Tags" option as per instructions above. Make sure Use Hidden Tags is set to OFF

Check the Log Files

  1. Login to the Yealink phone via the web interface
  2. Select Log from the bottom left
    1. Set the Log Level to 9 and click Save
    2. Send a call to the phone
    3. Click the Log link again to refresh it (Don't refresh browser)
    4. Look for "could not access minibrowser file" in the logs - this indicates that the Yealink cannot reach the PC (e.g. Firewall or network issues)
  3. Select SIP Trace from the left
    1. Clear the SIP Trace
    2. Send a call in
    3. Refresh the SIP Trac
    4. Look for unexpected SIP Messages e.g. "Do not Disturb" indicating the phone is in DND
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