Provisioning Escalations
When a phone is added to an account, DialStack registers it with the manufacturer's zero-touch provisioning service so it can fetch its configuration on its own. If the manufacturer refuses, the phone is escalated. This usually means the phone is still claimed by a previous provider. Support works with the manufacturer to have that claim released, and the phone then sets itself up. The ZTP Escalations page lists every escalated phone on your platform, says what is blocking each one, and tells you what happens next.
The same explanation appears to the account's administrators on the phone's detail page (see A device that needs attention), so you and your customer see the same story.
What each row shows
| Column | What it tells you |
|---|---|
| Device | The phone's name in DialStack and its MAC address. Click the name to open the device. |
| Account | The account the phone belongs to. Click it to open the account. |
| Model | The phone model. |
| Serial number | The serial number on file, or an empty field to enter it when it is missing. |
| Issue | What is blocking the phone. See Issues. |
| Status | Open while support is working on it, then Resolved or Dismissed (see Closed escalations). |
| Opened | When the escalation started. |
Hover over an issue to see its full explanation. An open escalation with no serial number is highlighted with a warning icon, because the manufacturer cannot release the phone without it. Type the serial number into the empty field in that row and press Enter (or click the check mark) to save it; it is saved on the device, the same as entering it on the device page.
Issues
| Issue | What it means | What you can do |
|---|---|---|
| Registered to another provider | The phone is still registered with its manufacturer to a previous provider, which is common for phones carried over from another service. Support has asked the manufacturer to release it. | Make sure the serial number is on file: the manufacturer needs it to release the phone. The account admin can enter it on the device page, or you can add it right in the table. |
| Serial number mismatch | The manufacturer says the serial number on file does not belong to this phone's MAC address. | Check the label on the back or bottom of the phone and correct the serial number on the device page. |
| Waiting on manufacturer | The registration could not be completed with the manufacturer yet. | Nothing. Support is handling it. |
| Registration rejected | The manufacturer rejected the registration for another reason. | Contact support. |
A phone that is escalated keeps its user assignment and stays in the account's device list. It provisions on its own once the escalation is resolved; nobody has to touch the phone.
Closed escalations
The page opens on Open escalations. Switch to Closed or All to look back at past ones:
- Resolved: the manufacturer registered the phone, and it provisions normally.
- Dismissed: support closed the escalation without the manufacturer registering the phone, for example because the phone was set up another way. A dismissed phone does not provision through zero-touch, so it may still need to be pointed at DialStack by hand (see Phone Provisioning).
Each phone keeps only its latest escalation.
Sandbox and demo accounts
The page shows Live accounts by default. Switch to Sandbox & demo to see escalations on sandbox and demo accounts. Seeded demo accounts include sample escalations, one for each common case, so you can walk through the page without a real phone.
Searching
Search matches the MAC address, serial number, device name, and account name.