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Yealink CP960 (Discontinued) – Rebooting, Updating Firmware/configuration, Factory Reset

For CP960 replacements please refer to the user guides for the Yealink CP925/965.

If your phone is malfunctioning or requires updates you or your phone system administrator may want to perform one of the following:

Rebooting: This will bring the phone back to its last configured state. 

Updating configuration: Settings or configuration changes made by Telebroad or your system administrator are applied to the phone when you trigger a configuration update. Depending on the updated settings this may or may not require you to restart your phone.

Upgrading the firmware: Firmware is the software that loads when the phone is started and controls its functionality. Upgrading it to a newer version, when one is released, may resolve or improve phone performance issues. 

Factory reset: This erases the current configuration and applies the original factory configuration the phone was shipped with. An admin password is required, but a certain configuration setting makes it possible to bypass this and reset without a password.


Rebooting your phone is usually a safe and easy method to resolve functionality issues. However, you may want to consult your phone system administrator first to make sure the issues are not related to network problems or other external causes. 

To reboot from the phone's user interface:

  • Tap Settings>Basic Settings>Reboot.

  • Tap Reboot.

  • The device begins rebooting.

    The process may take a few minutes.

To reboot the phone via the  web user interface:

  • Access the web user interface as explained here.

  • Select the Settings tab on the top and select the Upgrade tab from the side tab.

  • Click Reboot.

  • The device begins rebooting.

    The process may take a few minutes.

Updating Configuration

Changes in the system or network of your office may cause problems with the functionality of your phone. To restore compatibility or simply to apply new settings for improved workflow, your system administrator may ask you to update the phone's configuration after he has prepared the relevant configuration file. 

When you trigger the configuration update the new configuration file is downloaded from a provisioning server to the phone's flash memory and the update process is completed automatically. 

To update the phone's configuration:

  • Navigate to Settings>Basic Settings>Update Configuration.

  • Tap  .

  • Select OK when prompted by a "Provision now?" message to approve the update.

Upgrading the Firmware

Firmware files can be downloaded from the Yealink support portal. The file should be stored on a computer or network location that can be accessed by the web interface.

Before upgrading to the latest firmware you should read the related firmware notes and possibly consult with Yealink's support to ensure there are no compatibility issues or other potential conflicts. If such issues or conflicts do happen after an upgrade you may need to downgrade to a previous firmware version or perform a factory reset.

Checking the Current Firmware Version

You can check the current firmware version installed on the phone to see if an upgrade is indeed required. 

To check the firmware version from the phone: 

  • Tap Settings on the Home screen.

  • Tap General on the Status block.

    The firmware version is the 3rd item.

To check the firmware version via the web user interface:

  • Access the web user interface as explained here.

  • The firmware version is the first item found under the Status tab (the first page of the web user interface.)

Upgrading the Firmware

When upgrading the firmware it is important that you do not close or refresh the browser running the web user interface. Also, during the upgrade, you must not close any network connections on the device running the web user interface or power the device off. 

To upgrade the firmware via the web user interface: 

  • Access the web user interface as explained here.

  • Select the Settings tab on the top and select Upgrade from the side menu.

  • Click Browse to locate the firmware file you downloaded from Yealink on your local system.

  • Click Upgrade to upgrade the firmware.

  • The web user interface prompts “Firmware of the SIP Phone will be updated. It will take 5 minutes to complete. Please don't power off!”.

  • Click OK to confirm upgrading.

  • The phone will reboot once the upgrade is finished.

Factory Reset

Factory reset is only recommended after you have tried all other troubleshooting suggestions since it will delete all your personal configuration settings and reset them to the factory defaults.

  It is advisable you contact us  (if you have an account with us) or your phone system administrator before attempting a factory reset to see if the issues with your phone may be resolved without it and to ensure your phone can be properly provisioned and configured if a reset is indeed required.

To perform a factory reset via the web user interface:

  • Access the web user interface as explained here.

  • Select the Settings tab on the top and select Upgrade from the side menu.

  • Click Reset to Factory in the Reset to Factory field.

  • Click OK to confirm when the web user interface prompts “Do you want to reset to factory?”.

    The process may take a few minutes. Do not power off until the phone starts up successfully.

To perform a factory reset with the left Mute or the Home buttons:

If enabled by your phone system administrator, you can long press the left Mute key (not the softkey but the actual physical button on the phone) or the Home button for about 15-20 seconds to perform a factory reset. If prompted for a password enter the default password (admin) or the current admin password of the phone.

If you forgot or don't know the admin password of the base station you can contact us or your phone system administrator to see if we or he have a record of the current admin password. 

It is also possible to have the phone's settings changed so it does not require a password when you long press the OK key (the specific configuration file setting is “features.factory_pwd_enable=0” ). After the setting is changed. Update your phone's configuration if your administrator asks you to. You should now be able to reset your phone without being prompted for a password. After the reset, the default password (admin) should work. 

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