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For questions not answered here, please use our Contact VoIP Support Form to contact us.
1. How do I update my firmware?
2. For additional support or answers to questions not covered on this page, who should I contact?
3. When dialing the three-digit DTMF tone on the IP phone, I can hear the DTMF-tones coming out of the speaker of the VoIP Intercom but there is no relay action. The relay works when using the relay test-button on the configuration software. How do I fix this?
4. I was able to register your device with our SIP server, but when I tried to enter a DTMF tone there was no function.
5. I discovered water corrosion damage inside of the Intercom box. How did this happen?
6. After a period of time, my device stops working or is unreachable.
7. I mounted the VoIP Intercom at an outside truck loading area, but the voice of the person speaking into the Intercom sounds "chopped up" at the designated IP phone. How can I improve the sound coming from the Intercom?
8. On an Asterisk-based VoIP SIP PBX system, the CyberData SIP Device status is "Busy" or "Unreachable".
9. What type of audio files can be uploaded into the intercom?
10. On the CyberData Intercom, where can I specify the name of the device? When the Intercom calls, it displays the extension number. However, I need the Intercom to display the name "Door Intercom". Where is the field to do this?
11. On the V2 products, what happens during a firmware upload if the process gets corrupted?
12. The Intercom has intermittent activation of the tamper sensor. Why?
13. I see in the electrical connection diagram in the users guide that there is a High PIV Ultra Fast switching diode. Do I need it and if so do you have a source?
14. We have the Cisco 3550 switch and it looks like the unit is not able to negotiate the power with the switch. It keeps cycling over and over.
15. The CyberData device connected to a Dell Powerconnect 3524P or 3548P port did not stay linked up. The device comes up, and then it goes down, and then it comes up cycling.
16. I am unable to connect with the unit when it is plugged into a Cisco SLM 224P switch.
1. How do I update my firmware?
a. Determine which Intercom revision you have. See How to Determine Revision 010935A or 010935B Intercom Hardware.
b. Check to see if your current firmware is the latest version before attempting to update.
c. Download the latest version firmware which includes the Update Firmware Utility.
d. To upload the speaker firmware from your PC, see Section 2.4 of the VoIP Intercom Operation Guide.
3. The relay does not work. How do I fix this?
When dialing the three-digit DTMF tone on the IP phone, I can hear the DTMF-tones coming out of the speaker of the VoIP Intercom but there is no relay action. The relay works when using the relay test-button on the configuration software.
Since the relay test button is working, it seems like the problem results from interfacing with the IP phone where the DTMF tone is generated. To resolve this problem, please verify that the DTMF tone on the phone is set to out-of-band.
4. I was able to register your device with our SIP server, but when I tried to enter a DTMF tone there was no function.
Make sure your SIP phone is set to 101 for the DTMF payload type (Out of Band RFC2833).
5. I discovered water corrosion damage inside of the Intercom box. How did this happen?
Please read the Intercom Installation Errors document to identify any possible installation errors.
6. After a period of time, my device stops working or is unreachable.
This is a common problem when the re-registration time value is not set correctly.
On our device, you need to make sure that the re-registration time value (in minutes) is less than that is set on the IP-PBX server.
7. I mounted the VoIP Intercom at an outside truck loading area, but the voice of the person speaking into the Intercom sounds "chopped up" at the designated IP phone. How can I improve the sound coming from the Intercom?
Even though the Adaptive Full Duplex mode of the VoIP Intercom compensates for some ambient noise, it cannot overcome the noise of trucks, cars, or other high noise sources near the Intercom in an outdoor environment.
Some of the issue can be improved by mounting the Intercom at a location that shields and directs the sound to and from the user (such as a tube or recessed housing). Alternatively, a Push-to-Talk firmware upgrade can be installed.
Contact CyberData Support at support@CyberData.net.
8. On an Asterisk-based VoIP SIP PBX system, the CyberData SIP Device status is "Busy" or "Unreachable". I have set up
both the CyberData VoIP SIP device and the PBX extension information for the device. I can see the device on the network,
am able to PING it, and can bring up the device web page with a browser. However, when I try to call it from a phone extension,
I see the word "Busy" or "Unreachable" in the Asterisk log.
In the PBX setup page for the extension of the CyberData device, find the Qualify= value and
change it to NO. If the Qualify= value requires a numeric value, then change it to 0.
Note that on some Asterisk systems (such as Intuitive Voice) this value is called the Heartbeat= value.
Set the Heartbeat= value to NO, and then save the settings.
Also, on the product's SIP Setup page, make sure that the Register Expiration (minutes) setting is set to less
than 6 minutes (3 minutes is good) because it needs to be a value less than the Asterisk default value of 6 minutes.
Save the settings after changing the Register Expiration (minutes) setting.
9. What type of audio files can be uploaded into the intercom?
RIFF (little-endian) data, WAVE audio, Microsoft PCM, 16 bit, mono 8000 Hz
You can use the free utility 'Audacity' (http://audacity.sourceforge.net/) to convert audiofiles into a format we can recognize.
When you export an audiofile with this program, you can save the output as "WAV (Microsoft) signed 16 bit PCM."
10. On the CyberData Intercom, where can I specify the name of the device? When the Intercom calls, it displays the extension number. However, I need the Intercom to display the name "Door Intercom". Where is the field to do this?
You can enter the desired Intercom name (such as Door Intercom [up to 25 Characters]) into the Extension ID field on the SIP Config web page.
11. On the V2 products, what happens during a firmware upload if the process gets corrupted?
To guard against failed firmware upgrades, units shipped from CyberData with v5.1.2 feature a built-in "fail safe" mechanism. Note that field upgrading earlier units with v5.x.x will not allow for this feature.
The Intercom will store the "TFTP Server IP" and "New Filename" entered on the "Update Firmware" web page. If, during the boot process, the Intercom is unable to boot the firmware, it will attempt to download the stored image from the stored TFTP server.
12. The Intercom has intermittent activation of the tamper sensor. Why?
Excerpt from the CyberData Support Log:
"Hello, all. This is to follow up our trouble ticket where we had constant false intrusion sensor alarms on our VoIP gateway. We suspect it was a bug - a literal bug. The client called me after our support phone call and said he recalled that, when he opened the unit in the morning, a large beetle fell out. We suspect it may have crawled in through the rear hole of the unit and, while walking around, interrupted the infra-red sensor path. There have been no false alarms since fixing the "bug" and re-enabling intrusion detection."
13. I see in the electrical connection diagram in the users guide that there is a High PIV Ultra Fast switching diode. Do I need it and if so do you have a source?
This High PIV Ultra Fast switching diode prevents CEMF kick back from an intermediary relay coil when power is cut and the coil field collapses. You could use an On-Semi MUR105 diode.
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14. We have the Cisco 3550 switch and it looks like the unit is not able to negotiate the power with the switch. It keeps cycling over and over.
This happens because with default settings, the switch port is resetting power too quickly. Therefore, on the 3550 switch, on the switch port that the unit is attached to, please try adding the following CLI command:
power inline delay shutdown 20 initial 300
That should keep power supplied until the unit can boot up all the way.
15. The CyberData device connected to a Dell Powerconnect 3524P or 3548P port did not stay linked up. The device comes up, and then it goes down, and then it comes up cycling.
If connected to a Linksys SRW208MP switch, the CyberData device stays up.
Pantel, Cisco, or Linksys PoE endpoints all work on the Dell Powerconnect 3524P.
A user tried hard coding the switch speed/duplex and tried four different Dell Powerconnect 3524P switches.
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Check to make sure the Dell Powerconnect 3524P has flow control enabled on the port for the CyberData device to power up properly.
According to Dell:
Flow Control Support (IEEE 802.3X): Flow control enables lower speed devices to communicate with higher speed devices by requesting that the higher speed device refrains from sending packets. Transmissions are temporarily halted to prevent buffer overflows.
For information on configuring Flow Control for ports or LAGs, see "Defining Port Configuration" or "Defining LAG Parameters" in the Dell™ PowerConnect™ 35xx Systems User's Guide.
16. I am unable to connect with the unit when it is plugged into a Cisco SLM 224P switch.
The cables or switch ports that you are connecting to are set in switch or hub mode instead of endpoint stations. The MDIX setting needs to be changed to MDI since our VoIP products are end stations.
From the Cisco SLM 224P User Guide:
Change to MDI:
MDI / MDIX Displays the Media Dependent Interface (MDI) / Media
Dependent Interface with Crossover (MDIX) status on the port. Hubs and
switches are deliberately wired the opposite of the way end stations are
wired, so that when a hub or switch is connected to an end station, a
straight through Ethernet cable can be used, and the pairs are matched up
properly. When two hubs or switches are connected to each other, or two
end stations are connected to each other, a crossover cable is used to
ensure that the correct pairs are connected. The possible field values are:
- MDIX Use for hubs and switches.
- MDI Use for end stations.
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