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BT CloudVoice - handset Phonebook connect error

AliHarris
Member

July

Our Yealink W73H handsets intermittently show "connect error" when trying to access the phonebook.

How can we resolve this please?

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1 REPLY 1

AlanM1
Administrator
Administrator

July

The "connect error" typically occurs when W73H handsets fail to retrieve the remote phonebook from the base station (W70B). This can be caused by:

  • Provisioning issues
  • Certificate trust settings
  • Network instability or configuration mismatches 
  • ✅ Recommended Actions

Check Certificate Settings

  • On the handset or via the web interface, disable “only accept trusted certificates” under security settings.

Re-Provision the Handset

  • Use the Cloud Voice Express portal or FusionPBX panel to re-provision the handset.

Factory Reset

  • Perform a factory reset using the “OK” button and default PIN (usually 0000 or 1379) 

Network Stability

  • Ensure the handset is on a stable wired connection if possible, especially during provisioning.

Contact Support

  • If the issue persists, reach out to BT Cloud Voice Express support at 0800 011 3237 or via the BT Business Help Portal.
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