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Provisioning a desk phone

Goal: Get a physical desk phone ringing alongside your browser and mobile, with your team directory built in.

Where: Settings → Setup Deskphone (or Deskphone config once set up)

Before you begin

  • A supported phone: Polycom/Poly (VVX), Cisco SPA (3xx/5xx), Yealink, or Grandstream. Using another brand? Contact support.
  • The phone powered on and connected to the internet (ethernet recommended).
  • The phone's MAC address and serial number, printed on a sticker on the back.

Step 1: Create your desk phone login in CareQB

  1. Open Settings → Setup Deskphone.
  2. Your username comes from your CareQB login.
  3. Create a password: at least 12 characters, mixed case, with at least one number.
  4. Choose the manufacturer and enter the phone's MAC address and serial number.
  5. (Optional) If you work somewhere noisy or callers sound quiet, turn on the incoming audio boost.
  6. Click Create Login.

"Registered with another voice provider"? The phone is still locked to a previous phone company. Ask that provider to release it. If you can't, email support@careqb.pro with a photo of the phone's MAC address and serial number.

Step 2: Point the phone at CareQB

Once your login is created, set the phone's auto-provisioning URL to:

https://sip.careqb.workers.dev

The provisioning URL is usually under the phone's web interface → Settings/Maintenance → Auto Provision. Reboot the phone. It downloads its settings, registers your line, and loads the company directory.

Manual setup (if auto-provisioning isn't available)

Click Show provisioning details in CareQB to see your SIP server, username, password, and directory URL. Then open the phone's web interface by typing its IP address into a browser on the same network, and enter them:

Brand SIP registration Company directory
Polycom/Poly (default login admin/456) Settings → Lines → Line 1: Address = SIP server, Auth User ID = username, Auth Password = password Settings → Corporate Directory: server = directory URL, port 443, HTTPS, plus username/password
Cisco SPA (admin/admin, Advanced view) Ext 1: Proxy = SIP server, User ID & Auth ID = username, Password, Use Auth ID = Yes Phone → Corporate Directory: URL, Authentication Basic, username/password
Yealink (admin/admin) Account → Register: Line Active, Register Name & User Name = username, Password, SIP Server 1, Port 5060 Directory → Remote Phone Book: Remote URL = directory URL
Grandstream (admin/admin or blank) Accounts → Account 1 → General: SIP Server, SIP User ID & Authenticate ID = username, Authenticate Password Phonebook Management: XML download HTTPS, server path = directory URL, interval 1440

Save and reboot.

Check it's working

Check Look for
Display Your name on the idle screen and a registered/green line indicator
Inbound Have a teammate call your CareQB number. The desk phone rings with your other devices.
Outbound Dial a 10-digit number (with or without +1). The other person sees your agency's CareQB number, and teammates see you're on the call.
Directory Open the directory and search for a teammate

Directory search: Polycom and Cisco search CareQB live as you type. Yealink and Grandstream download the directory and refresh it daily. New teammates appear automatically.

Common tasks

  • More than one phone (office and home, for example): use the same login on each. They all ring.
  • Replacing a phone: update the MAC/serial with Modify Login and provision the new phone. Factory-reset the old one if you're getting rid of it.
  • Change the password: Modify Login, then update every phone using it. On Yealink and Grandstream, also re-copy the directory URL because it includes your credentials.
  • Remove a phone: Delete Login. Log out of any phones using those credentials first to avoid error alerts.

Troubleshooting

Problem Check
Won't register Correct MAC address and provisioning URL? For manual setup, check the server, username, and password. Your network must allow outbound SIP (port 5060).
Registered but no audio Your firewall must allow call audio (UDP 10000–60000). Ask your IT team.
Registered but doesn't ring Your notification rules decide when it rings, the same as your other devices.
Directory empty Re-check the directory URL and reboot to force a fresh download.
Can't factory-reset a Polycom The admin password may have been changed from 456. Use the manufacturer's MAC-based reset procedure.

Still stuck? Email support@careqb.pro.