Vertex

Vertex Configuration Tool

Always use the latest Vertex Configuration Tool when dealing with any Vertex configuration, troubleshooting, or when upgrading firmware.

1. Click the link above to download the mac-vct.zip file.
2. It will auto-extract into your Downloads folder as macVCT.
3. Open that folder and launch the VertexConfigTool application (gear icon). You may have to use the right-click “open” selection to allow access.
4. It is important to keep all the files in the data folder in the same location or your application may fail to run.
5. If VCT fails to launch, try simply moving the entire folder to Trash and download again.

Guide and Manual

• Vertex Installation Guide
• This is the Installation Guide that is included with the product.

• Vertex Manual
  
• The complete Vertex manual contains a comprehensive troubleshoot section.

Common Technical Guides and Instructions

• Click here for Installation Guide
• Sky Talk / Papa John's Instructions
• Vertex connections using Port Mirroring on a Managed Switch

Common Technical Support Items

• DIP Switch Configuration
• Vertex Configuration Tool (VCT) will not detect the Vertex hardware
• Amber Light(s) not Coming On or Flashing
• Port Test to check Monitoring Port Functionality
• Call Parking and Vertex Operation
• Restoring Vertex to previous working settings
• Restoring to Factory Defaults
• Reboot Causes Unit to Lose Parameters Previously Set
• Creating WireShark file for CallerID.com
• Firmware Upgrade Procedure
• Using VCT via a VPN Connection
• "Channels Exceeded" message showing on CallerID
• LED Boot up sequence for Version 92 and above
• Terminal Server Setup

DIP Switch Configuration

Mode	DIP Switches
Normal Operation
Factory Reset. Loads default settings upon bootup.
Sends "X" command response via broadcast every second. Invoked immediately. Use Monitor/Raw Data to obtain unit IP. (Ver. 119+)
Overrides Vertex IP address to 192.168.1.90 when DIPs set prior to boot-up. DHCP setting will be ignored temporarily.
Include Call Tag in hash algorithm to determine unique Call-IDs. Used primarily with W60b and W70b devices (Ver. 138+)
Papa John's TCP-IP mode. (Up to Ver. 137)
Unicast response mode. Responds to VCT commands via unicast. Allows manual setup and/or Wizard via VPN connection
Setup Mode: Set SIP Gateway by dialing 777-123-4567. Setup Vertex using outgoing dialed digits, 777-nnn-nnnn. (Ver. 140+)

Vertex Configuration Tool (VCT) will not detect the Vertex hardware

By default, the VCT sends a UDP broadcast command to all devices on the network. If the Vertex hardware sees the command, it responds sending its parameters to the VCT

1. Check the Vertex Management Port lights. The amber light must be on and the green light flashing.
2. Make sure that the PC is connected within the same subnet as the Vertex. For example, if there is a secondary router upstream from the primary router, both the PC and Vertex have to be connected to the LAN side of the primary router, or both connected to the LAN side of the secondary router.
3. Turn off any 3rd party Firewalls on the PC (i.e. Norton, McAfee, Trend Micro, etc.).
4. If DHCP on the router is enabled, re-boot Vertex hardware in an attempt to negotiate DHCP.
5. If Vertex is still not detected, try running the VCT on another PC on the network with 3rd party firewalls turned off. If unsuccessful, go to next step.
6. Check the router DHCP table to determine whether the Vertex is listed. If shown, something is blocking UDP broadcasts. Ping the address listed.
7. If the Ping is successful, use File / Connection Manager in VCT to communicate via unicast directly to the Vertex IP address.
   
   If you are only successful contacting the Vertex via unicast, set DIP #1 up in order to use the Vertex Wizard application tool. This is a setting normally used for a VPN connection, see Using VCT via a VPN Connection
8. If DHCP on the router is disabled, or the Vertex is not listed, try to Pinging the Vertex at the default IP address of 192.168.1.90.
9. The Vertex can be factory reset to DHCP with a default address of 192.168.1.90. Set all 4 DIP switches to the UP position and repower the unit. Make sure to set DIP switches down after reboot. Try steps 6, 7 and 8 again.
10. If still not successful, connect the Vertex to a PC Laptop directly using a network cable (turn wireless controller off).

Amber Light(s) not Coming On or Flashing

Call Parking and Vertex Operation

Call Parking can be accomplished by two basic scenarios. The first, is to send the caller to a general parking lot, where the exact parking space is determined by the provider. For purposes of identification, we will call this "Public Parking". The second type, is to transfer the call to an exact parking space, which we call "Private Parking". Most VoIP providers offer either one type or the other. Flexible buttons on the handset are usually programmed to accomplish the codes needed to place a call on park and retrieve parked calls.

When a caller is parked in the cloud, the call path is terminated from the caller to the on-site location. The Vertex unit sees a Bye SIP Packet and sends the termination call record. When the call is retrieved from park, the Vertex must see an Invite from the cloud server in order to recognize that a new call path has been re-established.

When a caller is parked in a public lot, the cloud server simply puts the parked call in a parking queue. Although an extension is assigned by the server, it may not be readily apparent. When multiple calls are parked, retrieval of a particular caller may be difficult. Only the next call in queue would be easy to retrieve.

When a parked call is retrieved from a Public Parking queue, the cloud server does not send a SIP Invite packet. Therefore, the Vertex will not recognize that the call has been re-established and will not send a Caller ID record.

Transferring the caller to a specific extension (parking space) allows easy retrieval of a particular parked caller. Flexible buttons (FB) can be programmed to transfer callers to exact parking extensions. These same buttons, can be used to retrieve the caller. For example, FB1 parks a call at x501, FB2 parks a call at x502, etc. Retrieval for a particular caller is as simple as selecting the FB used to park the caller. Flexible button lamps can be used to identify parked callers. Once a call is parked, the FB used to park the call lights up. Upon retrieval, the light goes off.

When a parked call is retrieved from a Private Parking space, the cloud server sends a SIP Invite packet. This allows the Vertex to report the Caller ID information of the retrieved call.

Restoring Vertex to previous working settings

To restore your Vertex to a previous working configuration, follow the steps below:

1. Select Menu: File / Configuration Settings / Load / Backup. A new window will appear.
2. Select the date closest to the period of the working Vertex, and select Load.
3. Select the Save all to Vertex button located on the Main tab.

Restoring to Factory Defaults

Vertex only needs to be set to Factory Defaults if you are unable to connect to it or have been told to do so by CallerID.com

Option One (hardware reset):
To restore Vertex to factory defaults, flip all the switches on the back of the Vertex up, then unplug the unit for 10 seconds and plug it back in. Once Vertex has booted, flip the switches back down. Vertex is now set to factory defaults.

Option Two (software reset):
Restoring factory defaults by software requires a password from CallerID.com. Contact us for the password then select 'Tools/Reset Hardware to Factory Defaults'. Enter password and the unit will be reset.

Creating WireShark file for CallerID.com

Wireshark files allow us to capture the VoIP signaling at the location in order to troubleshoot Vertex processing issues. Follow the steps below to create and send a Wireshark file.

1. Download and install the Vertex Configuration Tool. Run and connect with the unit.
2. Select the Advanced Tab and enter the password: callerid
3. When all phones are idle, Click the Start button.
4. While the capture is in progress, make an Inbound call, answer the phone for a few seconds, and hang up.
5. Select Stop and Save. Rename the file adding your Company name to the serial number. Select OK
6. Select Send to CallerID.com, select the file just created and click Open.

Firmware Upgrade Procedure

Use the most recent Vertex Configuration Tool (VCT) when performing the upgrade procedure.

Upgrading firmware will remove the configuration settings stored on the unit. To avoid re-determining these parameters, you can save and then reload existing parameters to the upgraded Vertex.

• Save parameters to a file (Step 3)
• Load parameters back to the VCT (Step 9)
• Upload parameters to the upgraded Vertex (Step 10)

Carefully follow steps below to upgrade the firmware.

1. Download and install the most recent Vertex Configuration Tool suite.
2. Run the Vertex Configuration Tool (VCT) and connect to the unit.
   Note the Version Number and Letter on the Main Screen.
3. Save your existing parameters Use Menu: File / Configuration Settings / Save
4. Exit VCT and run the Vertex Firmware UpLoader.
5. Select Vertex Firmware Website button. At the website firmware page enter Passcode: ca11erid (1's instead of L's).
6. Select your present firmware and save the suggested file on your PC. (Do not unzip or run the file).
7. In the Firmware Uploader, select the Find File button. Then use the Upload button.
8. Exit the Uploader ONLY when the program indicates the upload is complete and the Vertex reboots.
9. Run VCT and connect to the unit. Use Menu selection: File / Load / From File
10. Select the Save all to Vertex button. Wait for all settings to be saved to hardware.

Using VCT via a VPN Connection

The VCT application can be run on a PC local to the network or on a remote computer accessing the site using a Virtual Private Network (VPN). When running VCT locally, by default, the Vertex responds to any commands and sends processed call records to a broadcast IP address (255.255.255.255). Any local computer running VCT should see the broadcast packets. Computers accessing the network via VPN will not see broadcast messages.

When running VCT on a computer using a VPN connection, the Vertex must respond via Unicast. If DIP switch #1 is up (ON), the Vertex will send back all command responses and processed call records via Unicast to the IP address of the requesting computer. Upon reboot, the Vertex sends out all data using a broadcast IP, until the VCT connects again.

Running VCT via VPN

1. Determine IP address on Vertex. If the Vertex obtained an IP address via DHCP, login to your router's connected devices to find the DHCP assignment of the label "Vertex-nnnn"
   
   Note: With VPN, we recommend setting the Vertex to a static IP address and reserving the address within the router's table.
2. Set only DIP #1 up on Vertex. All others should be down. Reboot unit using power cord.
3. Run VCT. It will not be able to connect to the Vertex on startup. Defaults will be loaded.
4. In VCT, Select File / Location Manager.
5. Select the Create button. Add location and use IP address found in step #1.
6. Select the Create button.
7. Select File / Setup Wizard. Continue until complete. Or, manually configure with VCT.
8. If your intended Caller ID application accepts Ethernet delivered Caller ID records, you must reboot the unit before use. Use Menu selection: Tools / Reboot Unit.
9. The Vertex will return to the Broadcast mode to send call records to the application.

"Channels Exceeded" message showing on CallerID

If you see 'Channels Exceeded' as your Caller ID name, you do not have enough voice channels available on your Vertex to support the number of calls being processed at that moment. To eliminate this error, contact CallerID.com and purchase more voice channels. You will be given a code to instantly allow your unit to process more simultaneous calls.

LED Boot up sequence for Version 92 and above

• Vertex is set for Static IP
• 2 Seconds ON
• Slow flash until ready
• Steady ON


• Vertex is set for DHCP
• 2 Seconds ON
• Fast Flash for 4 seconds
• LED goes OFF while negotiating DHCP
  
  
  • If DHCP is acquired
  • Steady On
  
  
  • If DHCP fails
  • Fast flashing for 4 seconds
  • Steady ON

Terminal Server Setup

1. Set Vertex to send the Caller ID data to the static IP of Terminal Server. Use Vertex Config. Tool / Data Output tab / Destination IP Address, enter static IP of Terminal Server and save to Vertex.
2. At the Server location, on the Gateway Router, Port Forward UDP 3520 to the Terminal Server machine. Set all firewalls to allow the UDP port range of 3520 - 2530.
3. Install and run the Port Repeater Program on the Terminal Server. This will repeat data arriving on UDP Port 3520 to UDP Ports 3521 - 3530.
4. For each terminal user, set an individual UDP port assignment for the Caller ID within the "Popup" application, in the range of 3521 - 3530. For example: John set to 3521, Sally set to 3522, and Dave set to 3523. This prevents port binding conflicts within the server allowing each user to bind to a separate port to accept Caller ID.

Firmware Update Descriptions

Phone Setup

A Vertex Unit with the 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. In order to setup the Vertex using a simply 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

1. On the back of the Vertex, set the DIP Switch
   (#2 down all others up)
2. Power or re-power the Vertex using the plug on the back panel.
3. The following should appear on your POS software
   • Number: 777-000-0000
   • Name: Setup Mode On
4. Call 777-123-4567 from a phone monitored by the Vertex.
5. Generate a setup phone number for your unit using the form below.
6. Call the setup number from a phone monitored by the Vertex.
7. The following should appear on your POS software
   • Number: 777-nnn-nnnn
     (where nnn-nnnn denotes the specific number you dialed)
   • Name: Setup Updated
8. Set the DIP switches back to their original position (all down in most cases).
9. Re-power the Vertex using the plug on the back panel.

Setup Phone Number Generator