Add and set up a desk phone

When you add a desk phone to the portal using its MAC address, the phone can download its settings automatically the moment it’s plugged in. No typing on the phone itself. This is called auto-provisioning.

Before you start

• Find the MAC address. It’s a 12-character code made of numbers and the letters A–F, printed on a sticker on the back or bottom of the phone and on the box. For example: 80:5E:C0:12:34:56.
• Know the make and model, such as Yealink T54W or Poly Edge E350.
• Know which extension the phone is for. The user must already exist. See Add a new user or extension.

Heads up: Not every phone model can set itself up automatically. If you bought a phone somewhere other than Dial Raven, contact support first to confirm it’s supported.

Which phones work

Dial Raven sets up current desk phones, cordless (DECT) phones, conference phones, and paging devices from these makers automatically: Yealink, Poly, Grandstream, Fanvil, Snom, Htek, VTech, Avaya (J100 series), Cisco (multiplatform models), Mitel (6900 series), Algo, and a few others. Analog phone adapters, for plugging in a regular phone, are supported too.

Older phones that the maker no longer updates still work in many cases, but they don’t get security fixes, so plan to replace them. That includes older Cisco SPA and 79xx phones, Polycom SoundPoint and SoundStation phones, older Poly VVX models, Obihai adapters, and older Grandstream GXP models.

If you’re buying new phones, browse our hardware catalog and contact support before you order, so we can confirm the model works with your account.

Option A: Add from Inventory

1. Go to Inventory.
2. Open Phone Hardware.
3. Select Add Phone.
4. Choose the Model (the list shows make and model together, such as “Yealink SIP-T54W”).
5. Enter the MAC Address.
6. In Line 1, type the extension this phone belongs to and pick it from the list, for example 101 (Jane Smith). Use Line 2 and up only for phones that should show extra lines, such as a shared front desk line.
7. Optionally add Notes, such as where the phone sits.
8. Select Save.

Option B: Add from the user’s settings

1. Go to Users and select the person’s name.
2. Open the Phones tab.
3. Select Add Phone. The Phone Name is filled in for you, usually the extension number.
4. Choose the Model and enter the MAC Address.
5. Leave Line Number set to 1.
6. Select Add.

Tip: If you leave Model blank, the portal creates a phone for the extension without linking any hardware. That’s handy for a person who only uses the ConnectUC app, or who needs a phone before they can be added to a call queue.

Plug in the phone

1. Connect the phone to your network with an Ethernet cable. If your network switch provides power (PoE), the phone turns on by itself. Otherwise, use the phone’s power adapter.
2. Wait a few minutes. The phone may restart once or twice while it downloads its settings.
3. When it’s ready, the screen shows the user’s name or extension.
4. Make a test call.

Tip: If the phone was used somewhere else before, it may still have old settings. A factory reset usually fixes this. Call support if you’re not sure how.

Heads up: A phone that was locked to another provider may refuse new settings until that provider releases it. If a used phone never picks up its settings, contact support with the MAC address and we’ll check.

Set up the phone’s buttons

To put coworkers, park spots, speed dials, or a night mode toggle on a phone’s buttons, go to Inventory → Phone Hardware and select Button Builder, or select the gear icon on the phone’s row. Changes reach the phone after it restarts or checks in for new settings.

Busy lamp field (BLF) buttons light up when a coworker is on a call, so you can see who’s free before transferring. Lights that don’t update usually point to a network problem. See Desk phone not working.

Move a phone to another person

1. Find the phone in Inventory → Phone Hardware.
2. Change the extension on Line 1 to the new person’s extension.
3. Save, then restart the phone.

Common questions

The phone shows “No service” or “Registration failed.” What now?

Check the MAC address for typos (a zero and the letter O are easy to mix up). Make sure the extension on Line 1 is correct. Restart the phone. If it still fails, contact support at (434) 697-2836. We can check from our side.

Can one person have more than one phone?

Yes. A person can have a desk phone, the ConnectUC app, and more, up to 10 phones in all. All of them ring based on their answering rules. Each extra desk phone may count as an additional seat on your bill, so check with support.

Can several people share one phone?

Yes, with hot desking. People sign in to a shared phone with a star code and their calls follow them. See Hot desking.

Why do I see more than one line on my phone?

Extra line buttons usually show a shared line, like the front desk, or a second line for the same person so they can take another call. If you don’t need them, contact support to tidy them up.

Do I need to type any settings into the phone?

No. Once the MAC address and extension are saved in the portal, a supported phone downloads its settings by itself when it starts up.

Related articles

• Phone numbers and devices in Inventory
• Add a new user or extension
• ConnectUC overview
• Intercom and paging
• Contact Dial Raven support