Yealink CP960 Rebooting, Updating Firmware/configuration, Factory Reset

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.

Updating firmware: Firmware is the software that loads when the phone is started and controls its functionality. Updating 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 configuration the phone was shipped with from the factory. This requires an admin password, but a certain configuration file setting let you bypass this and reset without a password.


Restarting 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 the phone from the phone's user interface:

  • Tap Settings>Basic Settings>Reboot.

  • Tap Reboot.

  • The device begins rebooting.

    The reboot process may take a few minutes.

To reboot the phone via the web user interface:

  • Access the web user interface as explained here.

  • Click Settings>Upgrade.

  • Click Reboot.

  • The device begins rebooting.

    The reboot 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 configuration of your phone:

  • Navigate to Settings>Basic Settings>Update Configuration.

  • Tap  .

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

Upgrading the Firmware

You can update the firmware on either the base or the handset. 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.

You can check the current firmware version installed on the base or a handset to see if an update is indeed required. 

To check the firmware version via phone user interface: 

  • Tap Settings from the Home screen.

  • Tap General from the Status block.

    You may need to provide the IPv4 or IPv6 (depending on configuration) and MAC address from this page, besides the firmware version, to your phone system administrator for additional phone support or maintenance

To view the phone status via web user interface:

  • Access the web user interface as explained here.

  • The firmware version is the first item found under the Status>Status path on the first page of the web user interface.

To upgrade the firmware via the web user interface: 

  • Access the web user interface as explained here.

  • Click on Settings>Upgrade.

  • Click Browse to locate the required firmware from 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.

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 factory reset via the web user interface:

  • Access the web user interface as explained here.

  • Click Settings>Upgrade.

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

  • The web user interface prompts the message “Do you want to reset to factory?”.

  • Click OK to confirm the resetting.

  • The phone will be reset to factory successfully after startup.

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

To perform factory reset with left Mute or Home buttons:

If enabled by your phon system administrator, you can also 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. 

If there is no record of the password, you can contact your phone system administrator and ask him to change the phone's settings so it does not require one when you long press the Home key (the specific configuration file setting is “features.factory_pwd_enable=0” )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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