Getting started with provisioning desk phones

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Important: There is a known issue with provisioning the Yealink VP59 Video IP Phone. Customers should avoid provisioning this model until a fix is deployed in June. Add a firmware update rule to prevent this issue.

This article provides a starting point for provisioning Zoom Phone desk phones. It provides an overview of the provisioning process and links to the relevant articles for more information.

Follow this process for provisioning desk phones:

  1. How to find supported desk phones
  2. How to add desk phones to the Zoom web portal
  3. How to start the provisioning process
  4. How to customize provisioned phones
  5. How to troubleshoot provisioning issues
  6. Zero touch provisioning URLs
  7. Assisted provisioning URLs

(1) How to find supported desk phones

Zoom Phone supports various models from Polycom, Yealink, Cisco, and AudioCodes. Keep in mind that these models only support some phone features

Note: Make sure that your phone supports zero touch provisioning

(2) How to add desk phones to the Zoom Web portal

After you have a supported desk phone, begin by adding your phone to the Zoom web portal

Note: Make sure to add your phone to the Zoom web portal before turning on a new phone for the first time or performing a factory reset on a previously-used phone. You can find your phone's model name and MAC address on the label located on the bottom or back of the phone.

(3) How to start the provisioning process

Note: When configuring an Analog Telephone Adapter (ATA) for the first time, an information message will notify you that the ATA will not show an on-line status until at least one extension is assigned to the ATA.

There are two provisioning methods depending on your phone:

Zero touch provisioning

For phones that support zero touch provisioning, you can automatically provision your phone without having to configure provisioning in the phone's web interface.

  • If you have a previously-used phone, a factory reset is required to trigger provisioning. Follow the instructions to reset a Polycom or Yealink device to factory default.
  • If your phone is brand new out-of-the-box, zero touch provisioning will be automatically triggered.

Notes:

  • Your phone will reboot several times to complete provisioning. After completing provisioning, phones will automatically update their firmware to the latest supported version.
  • By default, Poly and Yealink devices are configured to receive the new provisioning without restarting the device. However, depending on the setting changes, the device may have to restart.
  • To see firewall rules for zero touch provisioning, refer to the Poly or Yealink support site.

Assisted provisioning

If you are having issues with zero touch provisioning or your phone doesn't support it, you have to:

  1. Reset the phone to factory default and upgrade the phone's firmware. Follow the instructions for Polycom or Yealink.
  2. Access the phone's web interface and configure provisioning. Follow the instructions for assisted provisioning on Polycom or Yealink.

Note: After completing provisioning, Polycom and Yealink phones will automatically update their firmware to the latest supported version. By default, Poly and Yealink devices are configured to receive the new provisioning without restarting the device. However, depending on the setting changes, the device may have to restart.

How to customize provisioned phones

After completing provisioning, you can customize phones by using these methods:

Admin or user

Admin only

How to troubleshoot provisioning issues

If you can't provision a desk phone, try these troubleshooting suggestions:

  • To see firewall rules for zero touch provisioning, refer to the Poly or Yealink support site.
  • Make sure your desk phone is supported by Zoom Phone. Keep in mind that some older versions of Polycom models will not work with Zoom Phone.
  • Follow the instructions again to reset the device to factory default and install the latest firmware (see the article for Polycom or Yealink). If your phone has outdated firmware, it can prevent provisioning from completing.
  • If a device loses connection to the ZTP server, you can re-sync the device.
  • Make sure you don't have another provisioning server communicating with the phone when you try to complete provisioning.
  • If you're using assisted provisioning, make sure you copy and enter the correct assisted provisioning URL.
  • If you're having issues provisioning a Polycom device, make sure it isn't an end-of-sale model. These models do not support Zoom Phone.
  • If you're having issues provisioning a Polycom SoundStation IP 6000, see our assisted provisioning guide.
  • If you're still having issues, contact Zoom support. You may be asked to export logs from your desk phone. See the article for Polycom and Yealink.

Zero touch provisioning URLs

Most certified devices use a single ZTP URL based on the manufacturer:

Manufacturer ZTP URL

AudioCodes

https://provpp.zoom.us/api/v2/pbx/provisioning/audiocodes

Cisco

https://provcp.zoom.us/api/v2/pbx/provisioning/cisco/spacfg.xml?mac=$MAC
Poly https://provpp.zoom.us/api/v2/pbx/provisioning/polycom
Yealink https://provyp.zoom.us/api/v2/pbx/provisioning/yealink

 

Note: Single ZTP URLs are not supported on Poly OBi series ATAs and the D230 DECT phone.

Assisted provisioning URLs

Find the URL you need in this list of assisted provisioning URLs.

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