SIP - FAQ

Table of Contents

1. What is the current firmware version on the phone?


The most recent firmware version available on the public repository is listed here: Infinity 5000 Series - Firmware Distribution

The current firmware version installed on the phone can be found from the phone menu or web interface:

  • Login to the phone's web interface.
  • On the Home page, Firmware Version is listed after the label IMG. E.g. IMG--2.0.4.6.47(2021-06-04 16:44:00)


OR

  • Login to the phone menu.
  • Under Status menu, FW(IMG) field shows the version number.

2. How do I factory reset the phone?

From the phone (5006 / 5010)

  • Press the asterisk key 3 times * * * then press and hold the X button for 10 seconds then release.
  • Wait 10-30 seconds for the phone to start the reboot.

From the phone (5004 / 5008 / 5010W)

  • Press the Menu soft key, press pound key 3 times # # #, then press and hold the asterisk * key for 10 seconds then release.
  • ​Wait 10-30 seconds for the phone to start the reboot.

From the web interface

  • Navigate to Management -> Upgrade page.
  • Click on the Reset to Factory button.

Unable to perform a Factory Reset

When there are too many accounts and too many BLF keys configured on expansion modules, the phone is unable to perform a factory reset.
Perform the following steps to workaround the issue:

  • From the web interface, navigate to the Account page
  • Leave Account 1 active and disable all other accounts
  • Navigate to Management -> Upgrade page
  • Click on the Reset to Factory button

3. How do I retrieve the system log file?

  • Login to the phone's web interface, navigate to Management -> Configuration page.
  • Under the section for System Log, click on the Download button.
To help troubleshoot issues, technical support will frequently ask for the system log file.

4. How do I get an alert tone for BLF key on an incoming call?

  • Login to the phone's web interface, navigate to Setting -> Features page.
  • Expand Call Pickup:
    • Enable Visual Alert for BLF Pickup to receive a visual alert.
    • Enable Visual Alert for BLF Pickup to receive an audio alert.

5. How to display the name of the internal number that I am dialling?

  • Login to your phone's web interface, navigate to Profile -> Advanced page.
  • Change the Caller Display Source value to PAI-RPID-FROM.
  • Login to the UCx Web-based Utility, navigate to PBX -> PBX Configuration -> Extensions page.
  • Edit your extension, scroll down to Device Options and change Send RPID to Send Remote-Party-ID header.

6. How to display External number on top of phone screen?

To configure the label at the top right corner of the phone:

  • Login to phone's web interface, navigate to Account -> Basic page.
  • Under Account 1, set Label to the desired value. (e.g. 1-800-123-5678)
  • Click SaveSet to save the change.

To configure the line key label to display a number different from the Account label:

  • Navigate to Function Keys - Line Key page.
  • For each Line key under Account 1, set Label to the desired value. (e.g. 5678)
  • Click SaveSet to save the change.

7. How do I increase/decrease the volume level of calls?

To change the send volume level:

  • Login to your phone's web interface, navigate to Setting -> Preference page.
  • Update the Volume Amplification fields as desired.

To change the receive volume level:

  • Press the volume + or volume - button during the call.

8. How do I save my phone's configuration and restore it later to the same phone or another phone?

To save a copy of the phone's configuration:

  • Login to your phone's web interface, navigate to Management -> Configuration page.
  • Click on Download Xml File button to save the configuration in XML format.

The configuration can then be restored to the same phone or another Infinity phone:

  • Login to your phone's web interface, navigate to Management -> Configuration page.
  • Click on Choose File button to select the saved XML file.
  • Click on Restore Xml Configuration button to restore the configuration.

Note: The saved configuration file can also be used as a template for bulk provisioning. See Infinity Phone Bulk Provisioning for details.

9. How do I prevent getting ghost calls?

  • Login to the phone's web interface, navigate to Profile -> Advanced page.
  • Set Check SIP User ID to Always Check. Verify if this change resolved the problem.
  • If the above change did not resolve the problem, set Anonymous Call Rejection to Yes. This change will reject all calls where the CallerID is blocked.

10. What are the supported resolution file size for screen saver and wallpaper images?

The following table shows the supported resolution for screen saver and wallpaper images.

Phone model Recommended resolution Maximum resolution File size
5004 / 5006 / 5008 320 x 240  480 x 360 < 100 KB
5010 / 5010W 480 x 272 720 x 408 < 100 KB