Quick Installation Guides
Download the same installation guide that ships in the box with your Whozz Calling® device.
Serial Port Models
- Serial Basic — Whozz Calling? 2, 4 & 8 Line (V4.0)
- Serial Deluxe — Whozz Calling? 2, 4 & 8 Line (V4.0)
Ethernet Models
- Ethernet Basic — Whozz Calling? 2, 4 & 8 Line (V4.1)
- Ethernet Deluxe — Whozz Calling? 2, 4 & 8 Line (V4.1)
VoIP (Vertex)
Need detailed manuals? Full product manuals with advanced configuration are available in the Full Product Manuals section below, or at CallerID.com/support
Phone Setup (Vertex v141+)
A Vertex unit with firmware version 140 or above may be configured without a PC by dialing a special phone number based on the customer’s POS, location, and VoIP signaling.
Requirements
In order to set up the Vertex using a simple outgoing phone call and have the Vertex operate properly, the following must be true:
- The Vertex is connected correctly
- All 3 amber lights on the front panel are lit solid
- The Management port is connected and registered on the same subnet as the POS
- The VoIP provider is sending standard un-encrypted SIP
Instructions
- On the back of the Vertex, set the DIP Switch: #2 down, all others up
- Power or re-power the Vertex using the plug on the back panel.
- The following should appear on your POS software:
- Number:
777-000-0000 - Name:
Setup Mode On
- Number:
- Generate a setup phone number for your unit using the form below.
- Call the setup number from a phone monitored by the Vertex. THIS IS A NON-WORKING NUMBER — the call will not go through; the purpose is to see this new number appear on the POS screen with the name equal to Setup Mode Updated.
- The following should appear on your POS software:
- Number:
777-nnn-nnnn(where nnn-nnnn is the specific number you dialed) - Name:
Setup Updated
- Number:
- Set the DIP switches back to their original position (all down in most cases).
- Re-power the Vertex using the plug on the back panel.
Setup Phone Number Generator
Setup Number to be Dialed
Vertex installation video
Watch the complete Vertex installation and phone-setup walkthrough. The video includes the visible CallerID.com/vertex-setup address and the final device check.
Captions are burned into the video. Download the portrait/mobile version.
Vertex Firmware Upgrade
Important: Always use the latest Vertex Configuration Tool when dealing with any Vertex configuration, troubleshooting, or when upgrading firmware. If you have not changed VoIP carriers, upgrading the Vertex firmware is rarely required to solve issues.
Vertex Configuration Tool (VCT)
Mac
Mac Vertex Configuration Tool
The Mac version is currently being updated. Please use the Windows VCT.
Mac VCT — Coming SoonUpgrade Firmware
Upgrading to firmware versions above 99 requires the newest Vertex Configuration Suite (6.0.6.0).
Save Current Settings
Run VCT and connect to your Vertex. Go to File → Configuration Settings → Save. Note your existing firmware version and letter on the Main Tab.
Select Current Firmware
Select your existing firmware version from the dropdown list. This ensures the correct upgrade path is used for your unit.
Restore Settings
Run VCT. Go to File → Configuration Settings → Load → From File. Click "Save all to Vertex" and wait for all settings to be saved to hardware.
Guides & Manuals
- Vertex Installation Guide — The guide included with the product
- Vertex Manual — Complete manual with comprehensive troubleshooting section
- Vertex Port Mirroring Guide — Using managed switches with the Vertex
Common Technical Support Items
Click any item below for step-by-step instructions. Need more help? Call 770-263-7111 or email support@callerid.com.
| DIP Switch Position | Mode / Function |
|---|---|
| All DOWN (1–4) | Normal Operation — standard operating mode |
| All UP (1–4) | Factory Reset — loads default settings on bootup. Set all switches back DOWN after boot. |
| 1 UP, 2,3,4 DOWN | Unicast / VPN Mode — responds to VCT commands via unicast. Required for VPN connections. |
| 1,3 UP, 2,4 DOWN | Broadcast X Command (Ver 119+) — broadcasts unit IP every second. Use Monitor / Raw Data in VCT to find the IP. |
| 1,2,3 UP, 4 DOWN | Override IP to 192.168.1.90 — temporarily ignores DHCP. Set DIPs before powering on. |
| 4 UP, 1,2,3 DOWN | Call Tag Hash (Ver 138+) — includes Call Tag in unique Call-ID hash. Used with W60b / W70b devices. |
| 1,3,4 UP, 2 DOWN | Setup Mode via Phone (Ver 140+) — configure Vertex by dialing 777-nnn-nnnn from a connected phone. |
VCT sends a UDP broadcast command across the network. If the Vertex receives it, it responds with its parameters. If VCT cannot find the Vertex, work through these steps in order:
- Check the Vertex Management Port lights — the amber light must be on and the green light flashing.
- Confirm the PC and the Vertex are on the same subnet. Both must be connected to the LAN side of the same router.
- Temporarily turn off any third-party firewalls on the PC (Norton, McAfee, Trend Micro, etc.).
- If DHCP is enabled on the router, reboot the Vertex so it can renegotiate an IP address.
- If still not found, try running VCT on a different PC on the same network with firewalls off.
- Check the router’s DHCP client table to see if the Vertex appears. If it does, something is blocking UDP broadcast traffic. Try pinging the Vertex IP from the PC.
- Set DIP switches 1, 2, and 3 to UP and 4 to DOWN before powering on — this overrides the IP to 192.168.1.90. Then use VCT’s Location Manager to connect directly by IP.
- As a last resort, set all 4 DIP switches UP, repower the unit (factory reset to DHCP / 192.168.1.90), then flip all switches back DOWN. Repeat steps 6–7.
Both amber LEDs on the Vertex VoIP bridge ports must remain steady on for proper operation. The most common cause is incompatibility with Energy Efficient Ethernet (EEE / 802.3az) on devices connected to either side of the bridge ports.
Option 1 — Set the port to a static speed/duplex:
On your router or managed switch, set the physical port connected to the Vertex VoIP bridge to one of the following static settings: 10BaseT Full Duplex or 100BaseT Half Duplex. A reboot of the router or switch may be needed for the change to take effect.
Option 2 — Insert a non-EEE switch inline:
Connect a compatible switch to either side of the VoIP bridge port. The following TP-Link models are known to work:
- TL-SF1005D (5-port, 10/100)
- TL-SG1005D (5-port, 10/100/1000)
- TL-SG105 (5-port, 10/100/1000)
- TL-SG108 (8-port, 10/100/1000)
The Port Test bypasses your network and loops the Vertex VoIP bridge ports back to themselves, confirming the ports are working correctly.
- Disconnect power and all network connections from the Vertex.
- Reconnect a standard Ethernet cable from the WAN port directly to the LAN port of the Vertex (loopback connection).
- Power on the Vertex and wait approximately 10 seconds until the power light remains steady on.
- In VCT, select Tools / Port Test and click Test Now.
- If the test passes, the VoIP bridge ports are functioning properly. Reconnect normally.
- If the test fails, contact CallerID.com at 770-263-7111 for repair options.
When a caller is parked, the Vertex sees a Bye SIP packet and sends a call termination record. When the call is retrieved, the Vertex must see an Invite packet from the cloud server to recognize the new call path and report CallerID.
Public Parking — The caller goes into a general parking queue; the parking space is assigned by the provider. When a call is retrieved from a public queue, the cloud server typically does not send a SIP Invite, so the Vertex will not send a new CallerID record for the retrieved call.
Private Parking — The caller is transferred to a specific extension (parking space). When retrieved, the cloud server sends a SIP Invite, allowing the Vertex to report CallerID for the retrieved call. Flexible buttons on the handset can be programmed to park and retrieve calls at specific extensions (e.g., FB1 = x501, FB2 = x502). Button lamps indicate which spaces are occupied.
Recommendation: Use Private Parking wherever possible for accurate CallerID reporting on retrieved calls.
VCT automatically saves configuration backups. Use these steps to roll back to a working configuration:
- In VCT, select File / Configuration Settings / Load / Backup. A window will appear listing saved backups by date.
- Select the backup dated closest to when the Vertex was last working correctly, then click Load.
- Click the Save All to Vertex button on the Main tab to write the settings back to the unit.
Only perform a factory reset if you are unable to connect to the Vertex or if CallerID.com has instructed you to do so.
Option 1 — Hardware reset: Flip all 4 DIP switches on the back of the Vertex to the UP position. Unplug power for 10 seconds, then plug back in. Once the Vertex has fully booted, flip all switches back DOWN. The unit is now at factory defaults.
Option 2 — Software reset: A password from CallerID.com is required. Contact us to obtain it, then in VCT select Tools / Reset Hardware to Factory Defaults, enter the password, and the unit will reset.
If the Vertex loses its configuration after every reboot, the most common cause is one or more DIP switches being in the UP position. An up DIP switch places the unit in a special mode at boot (such as Factory Reset or IP Override) instead of loading your saved settings.
- Power off the Vertex and disconnect all cables.
- Check all 4 DIP switches on the back of the unit. For normal operation, all switches must be DOWN.
- Reconnect cables and power on.
- Reconfigure using VCT and save all settings to the unit using Save All to Vertex.
If the problem persists after confirming all switches are DOWN, contact CallerID.com at 770-263-7111.
Previous VCT Versions
Archived versions of the Vertex Configuration Tool are available on our GitHub releases page.
Full Product Manuals & Installation Guides
Complete documentation for all CallerID.com hardware products.
Whozz Calling? Basic
Inbound-only CallerID for analog phone lines. Available in 2, 4, and 8 line models. Supports FSK, DTMF, BT, and ETSI signaling formats.
Whozz Calling? Deluxe
Inbound CallerID plus outbound call detection for analog lines. Captures both incoming and outgoing call data.
Whozz Calling? Ethernet Link
Network-enabled CallerID for analog lines. Delivers CallerID over your LAN instead of a serial connection.
Vertex VoIP
VoIP CallerID interface for SIP-based phone systems. Captures CallerID from unencrypted SIP traffic via passive monitoring.
Vertex — Features, Advantages & Benefits
Why businesses choose the Vertex for their VoIP CallerID needs.
For Restaurants & Food Service
The Vertex delivers CallerID directly to your POS system when a phone order comes in. Your staff sees the customer's name, phone number, and previous order history before they pick up the phone — speeding up order entry, reducing errors, and improving the customer experience.
- Integrates with Toast, Square, Clover, Aloha (NCR), Revel, Lightspeed, TouchBistro, and 70+ other restaurant POS systems
- Customer's order history and delivery address populate automatically
- Reduces average phone order time by 15-30 seconds per call
- Eliminates misheard names and wrong addresses
For Automotive Shops
When a customer calls, their vehicle history, open repair orders, and contact details appear on screen instantly. No searching, no asking "What's your last name again?"
- Works with Mitchell, ALLDATA, R.O. Writer, Tekmetric, Shop-Ware, and other shop management systems
- Pulls up vehicle service history instantly
- Identify repeat customers and VIP accounts automatically
For Dental & Medical Practices
Patient records appear the moment the phone rings, allowing your front desk to greet patients by name and have their information ready before the conversation begins.
- Integrates with Dentrix, Eaglesoft, Open Dental, Curve Dental, and other practice management software
- Upcoming appointments and account balance visible immediately
- Streamlines appointment scheduling and confirmation calls
For General Business
Any business that receives phone calls benefits from knowing who's calling before answering. The Vertex works with CRMs, helpdesks, dispatch systems, and custom applications.
- Compatible with virtually any Windows-based business application
- Supports screen pop functionality to display customer records automatically
- Call logging and analytics for tracking call volume and staff performance
- Multi-location deployment with centralized management
Warranty / Paid Support
All CallerID.com hardware products come with a standard warranty. Extended support plans are also available.
Standard Warranty
- All Whozz Calling? and Vertex units include a 1-year limited hardware warranty from the date of purchase
- Covers manufacturing defects and hardware failures under normal use
- Free firmware updates for the life of the product
- Free standard shipping on warranty replacements within the continental US
Paid Technical Support
Need hands-on help with installation or integration? Our paid support plans include:
- Remote Support Assistance — Contact us to confirm availability, scope, connection method, and current pricing before purchase.
- Priority Phone Support — Skip the queue and speak directly to a senior technician ($149/year)
- Custom Integration Consulting — Need to integrate with a proprietary system? Our engineering team can build custom integrations (contact for quote)
Need an RMA or Tech Support Ticket?
Use the Helpdesk contact form to request return support or open a technical support case.
Contact Support:
- Phone: 770-263-7111 (Mon-Fri, 9AM-5PM ET)
- Email: support@callerid.com