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Documentation Index

Fetch the complete documentation index at: https://docs.decodahealth.com/llms.txt

Use this file to discover all available pages before exploring further.

Before you start: An admin in your clinic must have provisioned the phone in Settings > Desk Phones and have the credentials window open. If the credentials window has been closed, ask the admin to use Rotate password to issue a new one — the original password can’t be retrieved.
This guide walks through configuring a physical desk phone so it registers with Decoda and starts ringing on calls. It assumes you have access to the phone’s web interface (typed into a browser using the phone’s IP address).

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Skip This Guide for Most Grandstream Phones

When provisioning a Grandstream phone, pick Grandstream (“Auto-provisions over the network.”) in the Provision Desk Phone window instead of the manual flow. Enter the MAC address and Serial number printed on the underside sticker (or on the box), and the phone pulls its own SIP config the next time it powers on — there are no credentials to type into the phone’s web interface. Pick the other option (“Other SIP phone”) for Yealink, Polycom, older Grandstream models that don’t support GDMS, or anything else with a SIP account, and follow the rest of this guide.

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The Five Values You Need

The credentials window in Decoda shows five values. You’ll type each one into a field on your phone’s web interface.
What Decoda Calls ItCommon Phone-Side Labels
SIP serverServer, Registrar, SIP server, Outbound proxy
PortPort, SIP port, Server port (always 5061)
TransportTransport, SIP transport (always TLS)
UsernameAuthentication name, Auth ID, User ID, SIP user, Account name (starts with dp_)
PasswordAuthentication password, Auth password, SIP password
Click Copy all in the credentials window to get every value at once, or copy each field individually using the icon next to it.
Decoda phones must use TLS transport with SRTP for media encryption. If you set the phone to UDP or TCP, it won’t register. Most phones have a separate “Voice encryption” or “SRTP” setting — enable it.

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Configure the Phone

The exact menu names vary by brand and firmware. Look for an “Account” or “SIP Account” page in the phone’s web interface, then fill in the fields above. Save and reboot the phone.
  1. Open the phone’s IP address in a browser and log in (default password is on a sticker on the phone).
  2. Go to Account > Register and pick a free line (usually Account 1).
  3. Set Line Active to Enabled.
  4. Fill in Label, Display Name, Register Name, and User Name with the SIP username from Decoda.
  5. Paste the SIP password into Password.
  6. Set SIP Server 1 > Server Host to the SIP server from Decoda, and Server Port to 5061.
  7. Go to Account > Advanced and set Transport to TLS.
  8. Set RTP Encryption (SRTP) to Compulsory (or Optional, depending on your firmware).
  9. Click Confirm and reboot the phone.
  1. Open the phone’s IP address in a browser and log in (default user is Polycom, password is on the phone or 456).
  2. Go to Settings > Lines and pick a free line.
  3. Fill in Display Name, Address (use username@SIP-server format), and Authentication User ID with the SIP username from Decoda.
  4. Paste the SIP password into Authentication Password.
  5. Under Server 1, set Address to the SIP server, Port to 5061, and Transport to TLS.
  6. Go to Settings > SIP and set Outbound Proxy > Transport to TLS.
  7. Enable Media > SRTP for incoming and outgoing calls.
  8. Click Save and reboot.
  1. Open the phone’s IP address in a browser and log in (default password is on the phone).
  2. Go to Accounts > Account 1 > General Settings.
  3. Set Account Active to Yes.
  4. Fill in Account Name, SIP User ID, and Authenticate ID with the SIP username from Decoda.
  5. Paste the SIP password into Authenticate Password.
  6. Set SIP Server to the SIP server from Decoda.
  7. Go to Network Settings under the same account and set SIP Transport to TLS and Local SIP Port / NAT Traversal as your network requires.
  8. Go to SIP Settings and set SRTP Mode to Enabled and Forced.
  9. Click Save and Apply and reboot.

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Confirm the Phone Is Working

After the phone reboots, it should show the line as registered (a green dot, a checkmark, or “Registered” — the indicator varies by brand). To confirm end-to-end:
  1. Add the phone to a ring group in Settings > Phone Numbers. For shared phones, use the Shared desk phones section of the ring-group editor. For an owned phone, select the staff member, then pick the phone in the Desk phone menu next to their row.
  2. Place a test call to the phone number that ring group is on.
  3. Answer on the desk phone.
  4. Open Settings > Desk Phones. Within a minute, the phone’s status changes to Active.

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Troubleshooting

SymptomLikely CauseFix
”401 Unauthorized” or “Authentication failed” on the phoneWrong password (or the password has been rotated).Ask the admin to Rotate password in Decoda and re-enter it.
”No registrar” or “Failed to register”Wrong transport or port.Confirm transport is TLS and port is 5061. UDP and TCP won’t work.
Phone registers but doesn’t ring on incoming callsThe phone isn’t a member of any active ring group.Add it in Settings > Phone Numbers on the phone number you’re testing.
Calls connect but only one side hears audioSRTP isn’t enabled on the phone.Enable SRTP / RTP encryption in the phone’s account settings.
Phone rings but the call drops on answerFirewall blocking SIP/SRTP media ports.Check that your network allows outbound traffic on port 5061 and SRTP media ports (typically 10000-20000).
If the phone still won’t register after these checks, copy the SIP server, port, and username from the Decoda credentials window into a support ticket — never include the password.

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Outgoing Calls and 911

  • Caller ID — Outgoing calls from a desk phone show your clinic’s primary phone number, regardless of which staff member or location the phone is assigned to.
  • 911 / 988 / 211 — These calls go through from desk phones, but the operator may not receive an automatic location. Staff should state their address immediately when calling 911 from a desk phone. Emergency calls are not recorded or transcribed.