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CallTower Solutions Center

CT Cloud - Metaswitch: Add/Delete Phones and Phone Profiles


This article goes over how to build a phone in CT Cloud/ Metaswitch.



1. Once you have the Metaswitch account in question select the "Lines" tab.



2. Then select the account that you wish to build the phone for.


3. Then expand the "SIP phones" selection.


4. Then select "Add New Phone".


5. Then enter the MAC address of the phone in the MAC address field, the display name of the device in the "Description" field, and set a time in the "Authenticate until" field. (The best way to do this is to select "Allow authentication for an hour from now", and then change the month field to the next month). If this field is not set, the phone will not register.



Alternatively, you can add phones to the Phones tab of the Business Group, then assign them to a line later.  This can be useful for tracking available inventory of unused phones for a customer.

Reset a Phone 

Once authenticated to the SIP Provisioning Server, a SIP phone uses a specially encoded URL to receive updates.  If you need to factory reset a phone, you will need to delete it from the Metaswitch and re-add it.  Phone profile configuration will be preserved, making this a fairly trivial process.

Delete a Phone 

  1. Navigate to the Phones tab of the Business Group and click the checkbox to the left of the phone(s) you want to remove to select them.
  2. Click the Delete Selected button to delete the phones.

Phone Profiles

Configuration of the phones themselves, such as softkey availability, additional lines, and paging configuration is done through phone profiles.   This is typically accessed via the Open in Commportal as Administrator button.  To identify a BG admin, navigate to  the Lines tab of the Business Group.  BG Admins will be identified in the list.  Click on the green arrow next to one of the BG admins, then click on Open in Commportal as Administrator from the dropdown as shown .



Many settings are shared between the Business Group and the Lines contained within the Business Group.  Settings use a hierarchical model to determine the effective setting of each option.  Looking at the model below, a setting configured at the top of the pyramid will be inherited by each level below.  If an option is explicitly set at the Business Group or Line level, it will override the setting made at any level above.  Any setting made at the Department level will override the setting made at the Business Group level.

Each supported phone has a base configuration established by CallTower.  If no configuration is done at the Business Group or Line level, this base configuration is what appears on the phone when added to a line.  Any settings explicitly set at the Business Group level will override the CallTower default configuration for that phone model for all of the phones in the Business Group.  Any settings made at the Line level will override CallTower default or Business Group settings for that specific phone.  So, the CallTower default configuration is made to fit the needs of as many users as possible, and provides a starting point for phone customization.  When making changes, you should try to maximize the number of phones that can use an identical profile.  The goal is to define a configuration that meets the needs of as many of the users within the Business Group as possible.  Make the necessary changes to the default configuration at the Business Group level to create a BG default configuration.  When the Business Group defaults won’t fit the needs for a specific user, Departments can be used to configure like groups of phones or you can customize the individual phones as necessary.  Handled properly, this approach will minimize the amount of configuration work.


Modifying a Phone Profile

Before configuring the profile of a specific phone model, you need to determine whether you are configuring settings for that model phone for the entire Business Group, a specific Department, or an individual user.

  1. Configure a phone model for the entire Business Group – Click on the Manage Phone Profiles link to access the list of phones to configure.
  2. Configure a phone model for a specific Department – Click on the Phones in Department drop down menu and select a department, then click on the Manage Phone Profiles link to access the list of phones to configure.
  3. Configure a phone model for a specific user – Click the New Window icon to the right of the user’s phone to make changes only to that user’s phone.  You can also configure an individual's phone from within Metaview Web.  
    • Navigate to the user whose phone profiles you want to modify.
    • Expand the SIP Phones section of the Configuration tab and click on the Configure Phone Profiles button.

  • Phones that have already registered on the user’s account will show up in the phone management page.  If the phone you want to modify is not shown, click on the Create New Profile button and select it from the list.  If the phone does not show up in the list, contact Engineering for assistance. 

Next, choose the phone model you want to modify.  If the phone you want to change is listed, click the Edit button under that phone.  If not, you can click the Create New Profile button to add another phone to the list.

Note:  The instructions below describe how to access and modify settings and are not intended to be an exhaustive list of the settings that can be changed for every phone model.  If you are trying to make a specific change and are unsure what settings are required, please contact CallTower Support for assistance.  The screenshots below are from a Polycom VVX 500.  Other phones will have similar options.

  • Line Keys: Expand the Programmable Keys – Line section and expand the Line Key you want to modify.  Line 1 is typically locked to the user’s primary extension.  Line keys can be configured to for additional phone lines, BLF / Enhanced Monitor instances, Call Park / Unpark hotkeys, Speed Dial entries, Group Pickup, Voicemail hotkey, and more.  Click the drop down menu under Softkey Action and select the desired mode, then complete any additional fields that appear.  The Label field determines what shows up on the phone display for that key.  NOTE:  When configuring additional lines for a phone, both the Line Settings for the additional line(s) (See below) and the Line Keys must be configured. 
  • Softkeys:  Expand Programmable Keys – Bottom and expand the Soft Key you want to configure.  Softkeys can be configured to access Directories or Contacts (the Directory is typically a corporate directory that includes all the users in the Business Group while Contacts is typically an option that allows for the import of contacts in other applications such as Microsoft Outlook.)  Softkeys can also be configured for things like Paging, Intercom, Call Pickup, Visual Voicemail access, Parking and Park Retrieve.