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Remote User Phone Setup and Requirements

This article is intended to provide you with the setup of your phone at home, and the requirements for your home network device to use Fuze services.

The pictures shown here are of a Poly VVX model device, your device may look different, but the same basic principles apply.

Setting up your Phone

Connecting to Power (if necessary)

Most home network devices (modems/routers) do not provide Power over Ethernet (POE). As such, you will likely need a power supply for your phone to work properly. If you need a power supply, please contact your Administrator.

Plug the AC power cord into the port on the back of the phone and into a power source.

 

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Connecting to Your Network

Plug an Ethernet cable into the port marked with the Ethernet symbol and/or labeled "LAN" on the back of the phone and connect the other end to your network device.

 

Screen_Shot_2020-03-23_at_1.44.50_PM.png

 

Daisy Chaining to a Computer

Some phones allow you to daisy chain your network connection from your phone to your computer.

After connecting your network device to the Ethernet port on the back of the phone (see previous steps):

Plug a second Ethernet cable into the port with the computer icon and/or labeled "PC" on the back of the phone.

Plug the other end of that cable into the Ethernet port on your computer.

Network Requirements

Fuze Support has discovered certain home network devices that will not support call Session Initiation Protocol, or SIP, which can impact the reliability of Fuze services. 

Possible symptoms of an incompatible device include: Call Quality Issues, Dropped Calls, Lack of incoming calls, MWI (Message Waiting Indicator) not working, Buddy Watch not working, and Call Transfer not working. 

Note: If you are using Fuze Desktop, you can run Fuze Checkup before joining a meeting or call to check your account, audio, and network quality directly in the application.

Fuze Remote User Device Requirements

The following are the requirements for a home modem or modem/router combination device to use Fuze services:

Note: If a remote user is using an Internet Service Provider (ISP) provided device that does not have user-manageable settings, they may need to provide their own device or contact their ISP to request that it is replaced with a device with user-manageable settings.

  • SIP ALG must be disabled.
    • Many of today's commercial routers implement SIP ALG (Application Level Gateway) and come with this feature enabled by default.
  • UDP Timeout must be set to 360 or higher
  • TCP Timeout must be set to 600 or higher

Note: Some modem manufacturers allow you to put the device into bridge mode, disable SIP ALG and modify UDP Timeout using the web interface but the firmware on the modem does not support the change.

  • DNS (Domain Name Server) on your DHCP Server (modem, router or other) must be set to:
    • Primary: 208.67.222.222
    • Alternate: 8.8.8.8

Desk Phone Requirements

For remote users who are using a desk phone (Polycom or Yealink), the following are required.

  • The ethernet cable from the router/access point must be connected to the LAN port on the desk phone. 

  • VLAN settings are not supported. If the desk phone has a VLAN enabled, have the user follow the steps below to remove it.

On the device select Menu > Settings > Advanced > enter password 456 or 876 (Polycom), or ‘admin’ (Yealink)* > Administration Settings > Network Configuration > Ethernet Menu > VLAN Menu 

  • VLAN ID must be blank
  • LLDP needs to be disabled
  • CDP Compatibility needs to be disabled

 

* If a phone is already bound to a voice service, the admin password can be found under ‘Admin code’ in the Fuze Portal (UC Configs > PBX Settings)

Note: If you are working from an office location (not at your home) the above VLAN, LLDP, and CDP settings will likely need a different configuration. Please contact your IT department for the correct VLAN, LLDP, and CDP settings for your location.

Optional configurations

If the home network device (wireless router or access point) is too far away from the user's computer or phone, Fuze Support recommends the following solutions: 

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