Desk phones
Which desk phones work with Hey Quad, how to get one set up, and what to do when one isn't working.
A desk phone is one of the devices on a person's extension. When their extension rings, the desk phone rings, along with any other devices they have.
Supported phones
Hey Quad sets these brands up automatically:
- Yealink
- Polycom (Poly)
- Grandstream
- Cisco (multiplatform phones)
- Fanvil
- Snom
Another phone that supports standard SIP can work too, but you set it up by hand. See Other phones.
Each brand has a one-page quick start you can print and leave at the desk: Yealink · Polycom · Grandstream · Cisco · Fanvil · Snom.
Get phones from us
Desk phones are available on request. Ask for them on your quote, or contact us.
Phones we send arrive set up for your account. Plug them into the network and power, and they connect on their own. They show on your Devices page as Hey Quad hardware. You can rename them and change which extension they ring. To return one, contact us.
Add a phone you already own
You need the phone's MAC address. It is on a sticker on the back of the phone.
- Go to Devices and click Add phone.
- Give it a Label, such as "Front desk".
- For Kind, pick Desk phone / SIP device.
- Pick the Vendor (the brand). The Model is optional.
- Enter the MAC address.
- Under Assign to extension, pick the person whose calls it should ring.
- Click Create phone.
Next, point the phone at Hey Quad:
- Open the phone on the Devices page and go to its Provisioning tab.
- You'll see the phone's Provisioning URL, a QR code, and step-by-step instructions for your brand. Click Copy to copy the URL.
- Open the phone's own settings page in a web browser, as the instructions say, and paste the URL where they tell you.
- Save and reboot the phone.
Within a minute or so of rebooting, the phone's status should change from Not set up to Connecting, then Online.
Paste the URL exactly as shown. Don't add or remove anything at the end. Some phones add their own file name to it.
Setting up many phones at once? Click Bulk onboard on the Devices page to import a list, match phones to extensions and get printable URLs for each.
What the status means
| Status | What it means |
|---|---|
| Online | Connected and ready to ring. |
| Connecting | The phone picked up its settings but hasn't finished connecting. It can't take calls yet. |
| Not set up | The phone hasn't contacted Hey Quad yet. |
| Offline | The phone was connected but has stopped checking in. Calls won't ring it until it reconnects. |
| Disabled | Turned off in Hey Quad. |
The Activity tab on each phone shows every time it fetched its settings or connected. It's the first place to look when a phone won't connect.
When a phone isn't working
- Stuck on Not set up: check the Provisioning URL on the phone matches the one on the Provisioning tab, character for character. Then reboot the phone.
- Stuck on Connecting or Offline: check the phone's network cable and power. Reboot it.
- Changed something in Hey Quad? The phone picks up new settings when it restarts. Reboot it to apply them now.
Still stuck? Contact us with the phone's label and MAC address.
Making and taking calls
- Hold and Transfer on the phone work on Hey Quad calls, the same as in the browser.
- Voicemail lives in the app and in email. The message light doesn't come on and the phone's voicemail key isn't connected. Check messages in the Voicemail tab of the phone in the console or the desktop app, or in your email. See Voicemail.
- To move a call from the desk phone to your computer, click Switch call here in the browser or desktop app. See Transfer and consult.
- The desktop app can act as a screen for your desk phone: it shows who is calling and gives you the controls, while the desk phone carries the sound. See The Windows desktop app.
Emergency calls and location
Each phone can have its own emergency location, so a 911 call from it carries the right address. Set it on the phone's Location tab, or leave it to use the extension's or your organization's address. See E911 emergency address.
Never call 911 to test a phone.
Other phones
For a phone that isn't on the list, open it on the Devices page and go to its Connection tab. It shows the SIP user, SIP server and Password to enter on the phone by hand. Only admins can reveal the password.
Was this helpful?