Notes / Conventions:
This guide will walk through steps to create your UniTel SIP trunk in your Grandstream UCM. Additionally, we provide general instructions to create your Inbound & Outbound Routes. Refer to the end of this guide for Troubleshooting Tips.
Configurations and references for your UniTel Toll Free & Local DIDs require e.164 format (11-digit format). Note use of the placeholder {11-digit-phone-number} where we expect substitution with the number we service i.e. 16305551234.
Note use of placeholder {service_passcode}. Each Unitel Trunk has different credentials, availalbe from the Trunks page.
1. Login to your Grandstream UCM:
Prequisites:
The default login for your Grandstream UCM is: admin
You will find the default password printed on a label on the bottom of your UCM device. If your Grandstream UCM is older than 2017, the default password is: admin
Steps:
From a computer that is on the same network as your UCM device, open a web browser and enter the IP address you see on the screen of your UCM device. It should be in the following format: https://ipaddress:8089. Note: The default protocol is HTTPS and the default port number is 8089. i.e. https://10.0.0.205:8089
2. Create your SIP Trunk(s)
In this step, you will add and configure your UniTel SIP Trunk in your Grandstream UCM device.
Prerequisites: You will need the following information from the UniTel Portal.
Trunk credentials are available navigating to Settings > Trunks > [Trunk Info]
SIP Trunk Info | Value |
Provider address | sip.unitelgroup.com |
Username | Your UniTel SIP Trunk ID |
Authenticate ID | Your UniTel SIP Trunk ID |
Password | Your UniTel SIP Trunk Password |
UniTel Number | Your 11-digit Phone Number |
Provided DIDs | (optional) other Phone Numbers on your UniTel Account |
Steps:
Log into the UCM6xxx portal through your web browser.
Navigate to Extension/Trunk > VoIP Trunks.
Click on the Add SIP Trunk button. On the Basic Settings tab, provide the following information:
Type: Choose Register SIP trunk
Provider Name: UniTel
Host Name: sip.unitelgroup.com
Keep Trunk CID: unchecked
Caller ID Name: This is your caller ID. You can choose whatever you like, but keep in mind the following naming conventions:
Caller ID Name should be in capital letters. This will appears more clearly/visible on some devices.
You must NOT use any special characters, as they will not be displayed. Spaces are allowed.
Some of regular Canadian providers will not show more than 15 characters. We suggest shrinking or adapt your caller ID.
From Domain: sip.unitelgroup.com
Username: Your UniTel SIP Trunk ID
Password: Your Trunk’s Password
Transport: UDP
Compare your settings to the example:
Click on the Advanced Settings tab and enable the following settings:
Codec Preference:
PCMU
PCMA
G.722
G.729
Passthrough PAI Header: checked
DID Mode: To-header
DTMF Mode: Default (The default DTMF mode is RFC2833)
Enable Heartbeat Detection: checked – enable this option to keep local SIP Ports open in your Router/Modem
Heartbeat Frequency: 60
The Maximum Number of Call Lines: 10
SRTP: Disabled
Compare your settings to the example:
Click Save
Click Apply Changes
Navigate to System Status > Dashboard and check the status of your SIP Trunk.
Login to UniTel Customer Portal at www.unitelcustomer.com
Navigate to Settings > Trunks
Click the info button [Trunk Info] next to view the Trunks credentials. You will observe the Username, Passcode, and Domain. This information will be used to add/configure your VoIP Trunk in the Grandstream UCM device.
3. Configure your inbound route
Inbound routes will make it so that you only need to use a single SIP trunk to receive incoming calls to one of your UniTel Numbers. Inbound routes will receive all your calls and route them to the specified destination in the UCM.
Log into your Grandstream UCM portal through your web browser.
Click on Extension/Trunk > Inbound Routes.
Click Add
Configure the following settings:
Trunks: Choose your UniTel trunk where incoming calls should be sent
Patterns: Type your 11-digit UniTel Number. This number should be prefixed by the character "_" i.e. _16305551234
Default Destination: Choose the default destination for the PBX to send incoming call.
Compare your settings to the example:
4. Configure your outbound routes
Log into your Grandstream UCM portal through your web browser
Click Extension/Trunk > Outbound Routes.
Click Add
Calling Rule Name: Any name you want for this route.
Pattern: The desired pattern your callers will need to dial.
Trunk: Choose your UniTel trunk your call will be sent
Privilege Level: Choose the desired privilege your extensions must have to be able to use this route. – see tooltip and documentation for additional information
Strip: If you are using a dial-out prefix, use this field to specify the number of digits to strip off after the "_" character in your dial patterns.
For example: If you want to use "9" to dial out, then your pattern will need to be _91NXXXXXXXXX To strip off this number "9" when dialing out, set the Strip field to 1 to remove this single number following the "_"
5. Additional Resources:
6. Troubleshooting
General Troubleshooting
Troubleshooting Trunk Registration
Whitelist IP Addresses listed in our Getting Started Guide > Whitelist UniTel IP Addresses section
Troubleshooting Inbound calls
Whitelist IP Addresses listed in our Getting Started Guide > Whitelist section
Confirm Trunk is registered:
In the UniTel Portal, confirm the Trunk status is Online/Registered: Navigate to Settings > Trunks, click [Trunk Info] and check the Registration Status. The status should show "Registered". If you observe "Not Registered", refer to section Troubleshooting Trunks
In your Grandstream UCM, check the status of your Trunk Registration. Login to the Grandstream UCM > System Status > Dashboard. In the section Trunks, your UniTel Trunk should show Registered
Check your Inbound Route Settings:
Confirm inbound route definition has a leading underscore and uses 11-digit number. i.e. _18335551234
Create a catchall inbound route to identify if the issue is related to the Inbound Rule Pattern. Create a new Inbound Rule using the catchall Pattern "_x." (underscore lower-case-x period).
Note: This catchall pattern will match all inbound calls. With this Inbound Rule configured, place a test call to your UniTel DID. If the inbound call completes, you can then further change the Pattern to perform DID matching. More specific patterns can also be used in conjunction to the above Inbound Rule.
You are allowed to have overlapping DID patterns. The order of patterns does not affect calling.
When evaluating which route to use, routing choices are selected from most specific to least specific. i.e. no variables and exact match, will match first, before a route with variables, followed by the catchall route.
Troubleshooting Outbound calls
Call termination for Destinations located in the United States must be sent to our network in 11-digit number format (e.164 format). i.e. 16305551234 not 6305551234
If you observe an announcement "This call is not covered by your Tariff Plan", reattempt the call ensuring it was dialed properly. If the issue persists contact us reporting the date/time and number dialed.
Check the status of your UniTel Trunk confirming it is registered/online. Navigate to Settings > Trunks. Click [Trunk Info] and confirm "Registration Status" shows "Registered". If "Not Registered" refer to section Troubleshooting Trunks
Ensure any internal dial codes are not being passed in your calls to UniTel Trunks.
Outbound calls must send Caller ID of an existing UniTel DID (Local or Toll Free). Configuration of a DID number not serviced on your UniTel account will result in outbound calls being rejected. Contact us if you have need to pass Outbound Caller ID as a number not serviced on your Unitel account.