Connecting your Grandstream to Voys
On this page, you’ll find manuals with the correct setup details to get your Grandstream working with us. We also share common settings and issues we’ve seen from other customers. If you don’t find what you need here, check your phone’s manual or search online for help. And if you still need assistance from Voys, please reach out to our support team.
FAQ
Why does my Grandstream stay on ‘initializing’? If your phone is stuck on "initializing," this is normal when the phone is trying to register itself. However, if it stays stuck for a long time, it means it hasn’t connected to our platform. Here are the common scenarios and solutions:
If this is the first time you’re setting up the phone:
- Double-check the manual: Make sure you’ve followed every step and filled in all the necessary fields correctly.
- Still not working? If the phone was previously used with another provider, it may need to be reset. Follow the manual again after resetting it to make sure the setup is correct.
- If that doesn’t help, you may need to contact the previous provider to release the phone so it can connect to our platform.
The Phone Was Working, But Now It’s Not
If your phone was working fine before but is now stuck on “initializing”:
- Unplug and restart the phone: Pull the plug out and plug it back in. This often resolves connection issues, especially if there was a temporary network glitch or provider update.
- Still stuck? Try accessing the phone’s web interface by entering its IP address in a browser. If you can access it, check the settings to see if anything is wrong.
- Still nothing? If it won’t restart or connect, there’s a chance the phone is damaged and may need replacing.
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If your phone is stuck on "initializing," it’s likely damaged — possibly due to power surges from load-shedding. If it’s still under warranty, contact your supplier for a replacement.
How to set different Ringtones in my Grandstream GXP? Go to Accounts > Account 1 > Call Settings
Fill in alert-internal for Matching rule and choose which ringtone should be played next to it.
Why do I see my colleague’s number after transferring a call, instead of the customer’s? This is usually because of the Caller ID Header setting. Change it from From SIP Header to Remote Party-ID SIP Header in Freedom – and possibly on your device too. That should show the correct number again.
How can I see if a colleague is available on my Grandstream phone? Use BLF (Busy Lamp Field) with an extra display on your Grandstream. It shows who’s available or on a call with simple lights. Set it up under Programmable Keys > Extension Boards.
How do I know if my calls are encrypted? Log into Freedom and check your VoIP account. If there’s a lock icon inside the green status dot, your connection is encrypted. No lock? It’s not secure. Make sure encryption is forced in Freedom and that your phone uses TLS and SRTP.
How to factory reset my grandstream device - Press the MENU button to bring up the keypad configuration menu.
- Select "System" and enter.
- Select "Operations → Factory Reset".
- A warning window will pop out to make sure a reset is requested and confirmed.
Press the "Yes" Softkey to confirm and the phone will reboot, or “No” Softkey to cancel the Reset.
Check out this video for more help
Related Pages
Encrypted Calling: Keep hackers out of your conversations 
Setup your Grandstream
Grandstream Options 
VoIP Desk Phones