BACK    MAIN

 

GXE502x Series FAQs

»  How do I make my own IVR for Auto-Attendant?
»  Can I use phone to record IVR for Auto-Attendant?
»  What is USB port for?
»  When there is a call coming from PSTN, I can hear some humming noise, what’s wrong?
»  When there is a call between PSTN and internal extension via build-in FXO port, the VoIP side can hear echo,what’s wrong?
»  How do I use GXE5000 to take incoming faxes?
»  Do I need to reboot GXE5000 to turn on Syslog?
»  Does the GXE5000 supports multi-layer voice menu for Auto-Attendant?
»  Can you peer multiple GXEs through DDNS as oppose to using a static IP address?
»  Can you prepend an area code as a prefix on the FXO ports for outgoing calls?
»  When entering the voicemail system my extension # and password are not recognized by the GXE.  How can I fix this?
»  When I enter the voicemail feature code: *99 I do not hear an IVR?  What can I do?
»  Why doesn’t anything happen when I try to dial in or out of my PSTN lines?
»  Why can't I read the PDF file for FAX?
»  How does feature code work?
»  Why I can't I see caller ID from incoming PSTN calls?
»  I am using an HT503 as an external PSTN trunk, why aren't the GXE’s feature codes working?
»  After adding agents to a call queue, why are calls coming into the queue not automatically routed to the agents even when they are not busy?
»  How do Call Park and Call Pick up work?
»  Is there a reference table for defining the Time Zone?
» How do I setup multi-office trunking with keeping the Outbound prefix 9 for all?
» How do I configure a softphone on my computer that is connected to Wireless AP and then GXE on LAN?
» Do Grandstream phones/GXE502X support IPSEC LAN to LAN VPNs?
» Is there a recommended STUN server?
» Will port forwarding need to be configured for a remote extension?
» Do you recommend using a double NAT with the GXE?
»  How do I handle a SIP trunk for inbound and outbound call to another third party SIP server when the GXE is inside a NAT?
» How do I secure my GXE502X from hackers?

 

Q: How do I make my own IVR for Auto-Attendant?
You will need to record your IVR with 8000Hz/MONO/16bit in wav format, then upload the IVR file to the GXE5000 under Auto-Attendant setting.  You can preview the recording.

 

Q: Can I use phone to record IVR for Auto-Attendant?
Not with the current firmware.  The future firmware will allow user to record IVR via any extensions.

 

Q: What is the USB port for?
Currently the USB port is used for internal troubleshooting file dump.   Grandstream will provide more usage for USB in the future, if you have any suggestions, please send your recommendation to gxebetatest@grandstream.com.

 

Q: When there is a call coming from PSTN, I can hear some humming noise, what’s wrong?
In general, the humming noise come from the none-grounded power source, it could be from the PSU to GXE5000, or could be from the switch/hub’s PSU that connected to the GXE5000 WAN/LAN port.  It is recommended to use a Ground PSU for most of the network environment. Grandstream is working on improving the PSU for GXE5000.  If you have any questions, please contact support@grandstream.com for troubleshooting.

 

Q: When there is a call between PSTN and internal extension via build-in FXO port, the VoIP side can hear echo, what’s wrong?
Echo is generated because of incompatible AC Impedance on FXO lines.  In general, the Impedance is chosen base on the country where the GXE5000 is, if, however, it’s not working well, you can chose using “Model” and select the corresponding Impedance number till it matches and does not generate echo.

 

Q: How do I use the GXE5000 to take incoming faxes?
The GXE5000 has a build-in FAX server that can take any incoming faxes. It allows users to designate a particular extension for incoming faxes, it auto-detects incoming faxes and converts the incoming fax to a PDF file and sends it to the designate person via email.   GXE5000 also allow different extension to send faxes to each other.

 

Q: Do I need to reboot GXE5000 to turn on Syslog?
No.  By default, the Syslog is already turned on to report at ERROR level, you can choose any other level including DEBUG, it will be activated immediately after selecting the level.

 

Q: Does the GXE5000 supports multi-layer voice menu for Auto-Attendant?
Yes.  Users can create multiple Voice Menus and choose “Other Voice Menu” to cascade multiple voice menus.

 

 Q: Can you peer multiple GXEs through DDNS as oppose to using a static IP address?
Yes, it is possible to use a dynamic domain name. However the current firmware does not support TZO so if the IP address changes the GXE does not have the client to update it.

 

Q: Can you prepend an area code as a prefix on the FXO ports for outgoing calls?
No, at this time you can only put a prepend prefix on SIP trunks.

 

Q: When entering the voicemail system my extension # and password are not recognized by the GXE.  How can I fix this?
The GXE502X uses RFC 2833 for its DTMF tones.  Make sure that all registered SIP devices have their DTMF mode set to RFC 2833.

 

Q: When I enter the voicemail feature code: *99 I do not hear an IVR?  What can I do?
Your GXE may not have come pre-loaded with the newest voice prompts.  Click here to download the newest voice prompts.

 

Q: Why doesn’t anything happen when I try to dial in or out of my PSTN lines?
Most likely you did not set up the line call control for the FXO port that the PSTN line is connected to.  Click on the Trunk/Phone Lines section of the web UI and go to the Internal PSTN Trunk Line configuration page.  Go to the Line Call Control field at the bottom the page and set up the outbound prefix and inbound call flow for each FXO port that is connected to a phone line.  Save your changes and reboot the GXE.  Your analog phone lines should now work properly.

 

Q: Why I can not read the PDF file for FAX?
You will need to upgrade Adobe-Read software to V6.0 or V7.0. The PDF file generated for GXE5000 cannot be opened with Adobe-Read V2.0.

 

Q: How does feature code work?

Feature code is pretty much self-explanatory,  to use * code, make sure put a * after the feature code., e.g, feature code *72 is * code for “Unconditional Call Forward”,  if you want to enable it for extension 8003, then the dial sequence should be:   *72*8002.

Q: Why can't I see Caller ID from incoming PSTN calls?

 You can try to increase the minimum RX level for FSK Caller ID from default(-40 db) to higher level (From -40 to 0 db) and it might solve the caller ID issue.  Please be advised that this may also introduce the noise from PSTN line as well.

 

Q: I am using an HT503 as an external PSTN trunk, why aren't the GXE’s feature codes working?

 For feature codes to work on an HT503 registered with the GXE, you must set the Enable call features radio button to “No” and use the following syntax for the dial plan:  Dial-plan = {*x+}

 

Q: After adding agents to a call queue, why are calls coming into the queue not automatically routed to the agents even when they are not busy?

You probably forgot to set the “Publish for Presence” field to YES on the agent’s account page (on the phone web UI).

Q: How do Call Park and Call Pick up work?
Call Park is done using an Attended-Transfer.  For example, if you have a GXP2000 that takes an incoming call on Line 1, you can press Line 2(or any line in this case) to automatically put Line 1 on hold.  You can then enter your Call-Park feature code (ie. *75), this will prompt a parking announcement:  “Parked At 000.”  You can then press Transfer followed by the Line1 button to transfer the call on Line1 into parking extension 000.   To pick up the call, dial *76*000 to pick up the call, assuming *76 is your Call-Pickup feature code.   The parking extension number starts at 000.
Q: Is there a reference table for defining the Time Zone?
Yes, please click here.

 

Q: How do I setup multi-office trunking with keeping the Outbound prefix 9 for all?

You will need to peer two GXE units and make sure that the session keep alive feature is enabled.  This way you will be able to share trunks between the two locations.

Q: How do I configure a softphone on my computer that is connected to Wireless AP and then GXE on LAN?

You will most likely have to forward the proper ports on your Wireless access point.

Q: Do Grandstream phones/GXE502X support IPSEC LAN to LAN VPNs?

No, IPSEC is not supported on the GXE or Grandstream phones at this time.

Q: Is there a recommended STUN server?
You can find a list of free public STUN servers at: http://www.voip-info.org/wiki-STUN

Q: Will port forwarding need to be configured for a remote extension?

Port forwarding may need to be configured in addition to DMZ a, UPnP and STUN.  This all depends on how your network is configured.

Q: Do you recommend using a double NAT with the GXE?
Grandstream does not recommend using a double NAT unless you are a very experienced VoIP/Networking professional.  Some double NAT configurations can be traversed by using STUN, UPnP and port forwarding.

Q: How do I handle a SIP trunk for inbound and outbound call to another third party SIP server when the GXE is inside a NAT?

You will most likely have to use STUN, UPnP or port forward

Q: How do I secure my GXE502X from hackers?
Click Here to view our document on how to help secure your GXE from hacker attacks.