Objective

Applies To

• Cisco SPA IP Phones

Procedure

1. Find the phone's IP address (using the Setup key on the phone, go to Network > Select).
2. Enter the phone’s IP address into a web browser URL bar to bring up the phone's administration page.
3. Select Admin Login > Advanced.
   • Username: admin
   • Password: 198y9w9y891 OR 654123, if the device is pointed to 8x8 configuration, but not yet activated.
4. Once in the advanced administration page go to  Voice > Regional.
5. Scroll down until you see Control Timer Values (sec).
6. Set the desired value for Interdigit Short Timer and click Submit All Changes. Wait for the phone to update its configuration.

Objective

Applies To

• Cisco SPA IP Phones
• Provisioning

Procedure

• Accommodation of devices not purchased from or originally provisioned for service by 8x8 is on a commercially reasonable effort basis. These devices are not guaranteed to be supported on 8x8 service.

Before You Begin

1. Connect the phone to the network and power it on. (If you will be using a computer to complete provisioning setup, ensure the phone and computer are on the same VLAN/subnet.)
2. Via the phone menu, verify that the device has a valid factory-installed device certificate.
   • SPA303 and SPA504G: Press Menu > 10: Product Info > 6 (Certificate: Installed)
   • SPA525G2: Press Menu > 10: Status > 1: Product Info (Certificate: Installed)
3. You should see the message Certificate: Installed. If you do not see this, the phone cannot be provisioned for use with 8x8. Please contact the phone's previous owner or the previous service provider for assistance.
4. Factory reset the phone.
   • SPA303 and SPA504G: Press Menu > 14: Factory Reset
   • SPA525G2: Menu > 9: Device Administration > 6: Factory Reset

Enabling/Disabling Web GUI

1. Go to Setup.
2. Select Settings.
3. Scroll down and select  Security Configuration.
4. If there is a locked padlock at the top of the screen, press Star, Star, Pound on the keypad to unlock the settings so that they can be edited.
5. Select Web Access Enabled and press Edit.
6. Press Y/N.
7. Select Save.

Using the Web GUI

1. Find and note the phone's IP address.
   • SPA303 and SPA504G: Press Menu > 9: Network.
   • SPA525G2: Press Menu > 10: Status > 2: Network Status.
2. On a computer on the same network as the phone, enter the phone's IP address.
3. Log in to the web GUI and point the endpoint to 8x8's configuration server:
   1. Admin Login > Advanced > Provisioning > Configuration Profile
      • Profile Rule: https://lscfg.8x8.com/linksys/custom.cfg
      • Profile Rule B: https://lscfg.8x8.com/linksys/$MA.cfg
        
        
4. Click Submit All Changes. (Phone should reset.)
5. Once the phone boots back up, manually reboot the phone again.
6. Following the manual reboot, wait 30 seconds. The phone will reboot again on its own. It should display Phone not active yet.
7. Activate your phone using the activation code provided in your welcome email.

Using the Hard Phone

1. Press Menu > Device Administration > Profile Rule.
2. Enter the Profile Rule: https://lscfg.8x8.com/linksys/custom.cfg
3. Press Sync.
4. When sync is complete, power-cycle the phone. Wait until it finishes Refreshing voice component. The device should update to correct date and time. 
5. Press Menu > Device Administration > Profile Rule (should be blank again).
6. Enter Profile Rule B: https://lscfg.8x8.com/linksys/$MA.cfg
7. Press Sync and wait for the Refreshing voice component to complete. The device should get an extension number and come online.
   
   

Additional Information
 

• Provision Phones That Are Not Provided by 8x8

Objective

Applies To

• 8x8 supported / BYOP “Bring Your Own Phone” (Cisco Multiplatform Phones “3PCC”)
• 8x8 non compatible (Cisco Enterprise Phones “CP”)

• Phones not purchased from 8x8 must follow the procedures below.
• Cisco 3PCC phones that are not listed in the link provided are considered 3rd party non-supported SIP devices.

• Compatible: Cisco 3PCC series 7800, 8811, 8841, 8851 and 8861 Product Name will have 3PCC e.g. CP-88xx-3PCC or CP-78xx-3PCC where xx is the full model as example 8841
• Non-compatible: CP-88xx-K9 or 78xx-K9  are not compatible or supported by 8x8 VoIP Services. These are specific to Cisco Enterprise Models
• How to Convert Cisco Models to compatible Firmware: Cisco how to guide converting models to supported firmware. 8x8 cannot assist on converting. Consult Cisco.

Procedure

Identify the Product Name

From the Cisco phone, press the applications settings Key

1. Navigate to Status > Product information > Product Name confirm 3PCC shows, example CP-8841-3PCC.

• Cisco 8800 Series Multiplatform firmware data sheet
• Cisco 7800 Series Multiplatform firmware data sheet

Provision the Phone

1. Connect the phone to the network and power it on. (If you will be using a computer to complete provisioning setup, ensure the phone and computer are on the same VLAN/subnet.)
2. Verify that the device has a valid factory-installed device certificate: Applications > Status > Product Info > Certificate. Scroll down to look for the message Certificate: Installed. If you do not see this, the phone cannot be provisioned for use with 8x8.
3. Factory reset the phone: Applications > Device Administration > Factory Reset > OK. Note: Ensure the phone and computer are on the same VLAN/subnet to complete the following steps.
4. On the device, press Applications (gear icon).
5. Press Status > Network Status.
6. Note the phone's IP address.
7. Log in to the Web GUI.
   • Username: admin 
   • Password: MAC Password
8. Click Voice > Provisioning.
9. For Profile Rule insert https://cisco.8x8.com/cisco/$MA.cfg
   
10. Click Submit All Changes (Phone should reset).
11. Once the phone boots back up, manually reboot the phone again.
12. Wait 30 seconds. The phone will reboot again on its own. It should display Phone not active yet.
13. Activate the phone using the activation code.

Objective

Applies To

• Cisco 8800 Series Phone

Procedure

1. On the front of the phone, press the Cog button to access the settings.
2. Go to Network Configuration.
3. Go to IPv4 address settings.
4. Change the Connection Type so you can see Static IP.
5. Take note of the Static IP address (this is what will be used to access the web GUI).
6. On a PC/Laptop connected to the same network as the phones open up a web page and enter the following https://[IP address] in the URL bar at the top.
7. Once you have access to the web GUI enter the login details making sure you log in as "Admin". Note: Password can be found in devices list in Admin Console.

Objective

Applies To

• Cisco Phones
• Auto Answer

Procedure

1. Press the Setup button.
2. Scroll to User Preferences and press Select.
3. Select Call Preferences.
4. Scroll to Auto Answer Page. Press the Right Arrow key to choose On or Press the Left Arrow key to turn Off.
5. Press Save.

Objective

Applies To

• Cisco IP Phone 8861

Procedure

Connect to a Broadcasted Network

1. Unplug the Ethernet cable and plug in the power adapter.
2. Press Information and settings (gear icon).
3. Navigate to Network Configuration.
4. Select Wi-Fi configuration.
5. Select the Service Set Identifier (SSID) of the network.
6. Enter the network Passphrase/password.
7. Press Connect.
8. A message that connection was successful will appear. Press OK to return to the Network configuration menu.

Connect to a Hidden Network

1. Press Information and settings (gear icon).
2. Navigate to Network Configuration.
3. Select Wi-Fi configuration.
4. Select Other.
5. Choose the security mode of the SSID network.
6. Press Select.
7. Enter the Service Set Identifier (SSID).
8. Enter the network Passphrase/password.
9. Press Connect.
10. A message that connection was successful will appear. Press OK to return to the Network configuration menu.

Objective

Applies To

• Cisco IP Phone 8861

Procedure

Configure Using the Web GUI

1. Access the web utility (GUI).
2. Log in as Admin.
3. Click Voice > System.
4. Under IPv4 Settings select Static IP.
5. Enter the IP address of the phone.
6. Enter the Gateway address.
7. Enter the Subnet.
8. Enter Primary DNS.
9. Click Submit All Changes.

Configure Using the Phone GUI

1. Press Settings.
2. Select Network Configuration.
3. Select IPv4 address settings.
4. Select Static IP.
5. Enter the IP address of the phone.
6. Enter the Gateway address.
7. Enter the Subnet.
8. Enter Primary DNS.
9. Select Set.

Symptom

Applies To

• Cisco Linksys SPA122
• Cisco Linksys SPA2102
• Fax

Resolution

1. Obtain adapter IP address.
   1. On the phone or fax machine, dial * * * * (the star key 4 times).
   2. At the IVR, enter 110 #.
   3. Note the IP address as it is spoken.
2. On a computer on the same physical LAN as the adapter, enter the IP address into a browser.
3. In the adapter web GUI, click Admin Login.
   • Username: admin
   • Password: administrator password
4. Click Voice > Provisioning.
5. Ensure both of the following Profile Rule addresses are entered properly.
   • Profile Rule: https://lscfg.8x8.com/linksys/spa1xx.cfg
   • Profile Rule B: https://lscfg.8x8.com/linksys/$MA.cfg
6. Click Submit.
7. Click Advanced Settings.
8. Click Voice.
9. Click the Line the fax machine is connected to.
10. Under Audio Configuration, ensure that Preferred Codec is set to G.711.
11. Ensure that Fax Enable T.38 is set to Yes.
    
    
12. Click Submit All Changes.
13. Re-test. If you continue to have issues, continue to Troubleshooting Issues with Fax Devices.

Symptom

Applies To

• Cisco 504G and 303 Desk Phones

Resolution

Note: This product has reached end of life and may no longer be suppored by 8x8.

1. Download the Firmware Tool from Cisco software download page.
2. Extract and run file spa50x-30x-7-5-7.exe
3. Enter the IP Address of the phone and follow the prompts to complete the upgrade.
4. After the upgrade, reboot the phone one last time and try activating the phone again
5. If phone is not yet provisioned, see Provision Your Cisco SPA IP Phone.

Before updating, verify that the phone's firmware is at 7.5.2b. If the phone is on a lower firmware, update the phone first before completing this article. The file for firmware 7.5.2b can be found here on the Cisco software download page.

Cause

Additional Information

• For Cisco phones that have already been activated and are online, no action is necessary.
• After updating and re-provisioning, phones may take up to 2 to 24 hours to respond. Unfortunately there is no status screen or indicator that will show when this is complete. Leave the phone connected and allow it time to provision.

Objective

Applies To

• Panasonic KX-TGP600 DECT Phones

Procedure

• These procedures specifically concern the Panasonic DECT series of phones.
• Factory resetting a phone is not recommended as a troubleshooting step, except as a last resort. You should not factory reset a phone to address call quality issues.
• Key portions of this procedure require some timing. It is a good idea to review all of the steps below before you begin.

1. Enter access information (MAC password or MAC ID). See What is the administrator password for my phone or adapter?
2. Complete reset process.
3. Reconfigure the config server address (if necessary).

Perform a factory reset on a Panasonic DECT phone

1. On the Panasonic DECT handset, go to Menu > Setting Handset > Other Option > Embedded Web.
2. Select On to turn on the Web GUI.
3. Go to Menu > System Settings > Status > IPv4 Settings > IP Address.
4. Note the IP address of the base unit.
5. In the browser address bar, enter: http://<phone IP address> and press Enter.
6. Log in with the following credentials.
   • Username: instoperatorid
   • Password: qgENGet4GQKQVVRyYXJm4LQL2NGVuhEtKzK3Gkz7LdWZFvtxB7CHdWkpkD9Q8WZt
7. In the Web GUI, go to Maintenance > Reset to Defaults > Reset to Factory Defaults/Carrier Defaults.
8. Click OK to reset the base unit. 
9. Repeat Step 1 to enable the Web GUI. 
10. After the factory reset is complete, log in to the Web GUI using the following credentials:
    • Username: admin
    • Password: adminpass
11. Go to Maintenance > Provisioning Maintenance > Master File URL.
12. Enter the Master File URL: https://pancfg.8x8.com/panasonic/ConfigCommon.cfg
13. Click Save.

Perform a hard reset on a Panasonic Base using Pairing button

1. On the Panasonic Base, hold down the "Handset locator button" on the right side for 40-45 seconds. Note: The status indicator will flash rapidly red > green > amber > off, the base revert to factory setting.
2. Once the base has completed the process it will reboot. The status indicator should blink amber.
3. Follow steps 1-5 from above, To perform a factory reset on a Panasonic DECT phone.
4. On the Panasonic DECT handset, go to Menu > Setting Handset > Other Option > Embedded Web.
5. Select On to turn on the Web GUI.
6. Log in with the following credentials.
   • Username: admin
   • Password: adminpass
7. Go to Maintenance > Provisioning Maintenance > Master File URL.
8. Enter the Master File URL: https://pancfg.8x8.com/panasonic/ConfigCommon.cfg
9. Click Save.
   • The base will restart after a couple of minutes and should come up with a green status light.
   • If the status light is amber please update the firmware TGP600TPA6x-US-09.006.fw (right-click on the file and click Save Line As), from the Web GUI  Maintenance > Upgrade Firmware.
   • After the base restarts, log back into the Web GUI and retry steps 5-7.

Symptom

Applies To

• Panasonic KX-TGP600 DECT phones

Resolution

Cause

Objective

Applies To

• Panasonic KX-TPA60 & KX-TGP600

Procedure

1. If you have a missed call the red notification light will be active.
   
   
2. Whilst at the home screen press either the left arrow key OR the top right soft key.
   
   
3. You will now be able to view all of the most recent calls on the phone, scroll through using the keypad to see any missed calls.
   
   

Objective

Applies To

• Panasonic KX-TPA60
• Panasonic KX-UDT131

Procedure

1. Confirm that the handset is displaying Register Unit.
2. Press and hold the button on the side of the base (close to the Status light) for about 5 seconds to put it in Pairing Mode. The status will change from solid green to a blinking red light.
3. Press OK on the Handset for about 2 to 3 seconds until the message Please Wait appears.
4. The handset should display Registered with a beep to indicate that registration is successful.

Additional Information

Objective

Applies To

• Panasonic KX-TPA60 & KX-TGP600

Procedure

Pairing the Handset

1. When turning on the handset the device should say Register Unit.
2. On the base unit please hold down the WiFi button on the side of the base unit, until the LED light blinks red.
3. On the handset, hold down the OK button until it is paired.

Unpairing the Handset

1. On the handset go to Menu.
2. Select Setting Handset.
3. Select System.
4. Select Cancel Base.
5. Click Ok.

Symptom

Applies To

• Panasonic KX-TG600 DECT phones

Resolution

Status indicator flashing amber RAPIDLY

1. The base unit is not acquiring an IP address or the Static IP information was not setup correctly.
2. Verify other devices on the network are able to connect.
3. Verify the firewall is configured to allow the phone to connect via DHCP (MAC filters, DHCP lease, etc).

Status indicator is flashing amber SLOWLY

1. Unplug the power from the BASE unit for about 30 seconds then plug the unit back in.
2. Check "Voice basic settings" in Configuration Manager and verify mac id and related settings are correct.
3. If the light is still flashing amber slowly the unit will need to be replaced.

Status indicator is a solid amber

1. Conflicting IP address on the network.
2. Verify if the Panasonic or the other device with the same IP on the network has a static IP address assigned.

Status indicator is off

Status indicator is flashing green RAPIDLY

Cause

Symptom

Applies To

• Halfords Autocentres
• Panasonic KX-TGP600 DECT phones 
  
  
   

Resolution

1. Ensure the Panasonic Mac address is activated on both handset extensions in 8x8 Admin Console.
2. Check the Panasonic Base Station status light.
   
   
   
   
   
3. Verify that the device is properly connected to a modem that has Internet access.
4. Ensure the network is not down for the phone system.
5. Unregister/Unpair both handsets.
   
   
6. Turn off both handsets and take out batteries.
7. Unplug Ethernet cable back of the base station and ensure there is no power adapter connected to the base station leave it off for a few minutes and plug it back and wait until status light turns to green it may a few minutes to establish a connection.
8. Put the batteries back in the handsets and turn on handsets to register with the base station.
9. Register a handset to the base station.
   1. Press and hold the handset locator/Wifi button on the side of the KX-TGP600 base station unit the status light flashes red, then release handset locator/Wifi button.
      
      
   2. Press and hold the right soft key on the KX-TPA60 handset until the screen update to say Please Wait. 
      
      
   3. Once the handset registers successfully it will show the date, time, and extension number as shown in the above picture.

Objective

Applies To

• Panasonic DECT Phones

Procedure

These devices have reached end of sale and support.

Activate Embedded Web

1. On the handset, press the Menu soft key.
2. Scroll down to highlight Setting Handset (wrench icon) and press Ok.
3. Scroll down to Other Option and press Ok.
4. Scroll down to Embedded Web and press Ok.
5. Scroll up to On and press Ok.
6. You will hear a longer beep if done correctly.

Note: This setting only remains in place for five minutes. If you need to access the GUI again, you will need to re-enable Embedded Web.

Access the Web GUI

1. Ensure the base is plugged in.
2. Obtain the handset's IP address.
   1. Press the Menu soft key.
   2. Scroll down to System Settings and press Ok.
   3. Scroll down to Status and press Ok.
   4. Scroll down to IPv4 Settings and press Ok.
   5. Scroll down to IP Address and press Ok.
   6. Note IP Address.
3. On a computer on the same network as the phone, open a web browser.
4. In the browser address bar, enter: https:// followed by the IP address obtained above and press Enter. This will take you to the Web GUI login page.
5. Log in with the following credentials. (If the phone is not provisioned, log in with username admin and password admin.)
   • Username: instoperatorid
   • Password: qgENGet4GQKQVVRyYXJm4LQL2NGVuhEtKzK3Gkz7LdWZFvtxB7CHdWkpkD9Q8WZt
6. Upon successful login, you will have accessed the Web GUI.

Additional Information

• Username: admin
• password: adminpass

Objective

Applies To

• Panasonic KX-TPA60

Procedure

Note: These devices have reached end of sales and support.

1. On the handset, go to Menu.
2. Select Setting Handset.
3. Scroll down and select Display Option.
4. Scroll down again and select Handset Name.
5. To delete the existing name on the phone, select the C button with the arc arrow.
6. Change the name and Save.

Objective

Applies To

• Panasonic KX-A406 & KX-TGP600

Procedure

Note: These devices have reached end of sales and support.

Enable repeater mode

1. Find a handset registered to the Panasonic KX-TGP600 Base unit.
2. Press the menu key (middle key).
3. Go to System Settings.
4. Go to Repeater Mode.
5. Select On.

1. Disconnect the AC adapter from the repeater, if it is not already.
2. Press and hold the handset locator button on the base unit until the status indicator light flashes red,
3. Then release the handset locator button.
4. Connect the AC adapter to the repeater.
5. When the status light on the repeater flashes red, press and hold the program button on the back of the repeater until the status light and the RSSI/ID light turns solid green.
6. If the status light on the base unit is still flashing red, press the handset locator button once until the status light is solid green.
7. The repeater is now ready for use.

Additional Information

Objective

Applies To

• Panasonic KX-TPA60 & KX-TGP600

Procedure

Note: This product has reached end of life and may no longer be suppored by 8x8.

1. Either press up on the arrow pad OR press the middle top softkey when on the home screen.
   
   
2. If you pressed up on the arrow pad skip to step 3, if you pressed the softkey you will be taken to the menu below, scroll to Set Ringer Volume (musical symbol icon) and press OK.
   
   
3. The ringer will now start playing at the set volume, adjust this accordingly with the up and down arrow on the arrow pad and press OK when the ringer is at a suitable volume.
   
   

Objective

Applies To

• Panasonic KX-TGP600

Procedure

Note: This product has reached end of life and may no longer be suppored by 8x8.

1. On a handset registered to the Panasonic KX-TGP600, press the MENU softkey (middle softkey).
2. Select Setting Handset from the menu.
3. Select Other Option > Embedded Web > On.
   • Note: The handset should beep, and return to the Other Options menu. However, settings for individual handsets may change this functionality.
4. On a handset registered to the Panasonic KX-TGP600, press the MENU softkey (middle softkey).
5. Select System Settings from the menu.
6. Select Status > IPv4 Settings > IP Address from the menu.
7. The screen will display the phone’s current IP Address.
8. Use your web browser to navigate to the IP Address of the phone.
9. Enter admin as the username and adminpass as the password.
10. The phone’s web interface will display in the browser.

Objective

Applies To

• Panasonic KX-TPA60
• Panasonic KX-UDT131

Procedure

Note: These devices have reached end of sales and support.

1. Confirm Handset is displaying No Service.
2. On the Handset, press Menu.
3. Select Setting Handset.
4. Navigate down and select System Option.
5. Select Cancel Base.
6. The base should be highlighted. Press the check button.  
7. Select Yes. 
8. Confirm the handset display says Register Unit.

Additional Information 

Symptom

Applies To

Resolution

1. Change the network cable.
2. Power cycle the base unit.
3. Try a different network port or bypass switch/wallport.
4. Power cycle the base unit after changing the connection.

Cause

Objective

Applies To

• Panasonic KX-TGP600 DECT Phones

Procedure

Pair Replacement Handset

1. Front facing the base unit, hold down the pairing button on the right hand side until the light indicator on the base goes to a steady flash.
2. Hold down OK on the handset until the message moves from "Register Unit," to "Registering Unit."
3. Once the new handset is paired, go to Menu > Setting Handset > Other option > turn on Embedded Web.

Delete Original Handset

1. Obtain the handset's IP address by going to Menu > System Settings > Status > IPv4 Settings > IP Address.
2. On a computer on the same network as the phone, open a web browser.  Internet Explorer preferred.
3. In the browser address bar, enter: http:// followed by the IP address obtained above and press Enter. Example: http://10.192.110.212. This will take you to the Web GUI login page.
4. Log in with the following credentials.
   • Username: instoperatorid
   • Password: qgENGet4GQKQVVRyYXJm4LQL2NGVuhEtKzK3Gkz7LdWZFvtxB7CHdWkpkD9Q8WZt
     
     
5. From the starting page of GUI click on the System tab at the top, followed by Delete Handset in the right-hand menu.
6. Select 1 & 2, then click Execute. Note: Handset 2 is the new replacement and will need to be deleted in order to pair again as handset 1.
   
   

Pair Replacement Handset

1. Front facing the base unit, hold down the pairing button on the right hand side until the light indicator on the base goes to a steady flash.
2. The handset may require a complete power off and on. Go to Menu > System Settings > Register H/S > select Base.

Objective

Applies To

• Poly Phones
  • CCX
  • Edge E
  • Edge B
  • Rove
  • SoundPoint IP
  • Trio
  • VVX

Procedure

Before You Begin! Make sure the phone is on a supported firmware version. VVX phones on firmware lower than 5.9.4.3247, and SoundPoint IP phones on firmware lower than 4.0.15.1047 will not come online and will display Line Unregistered when provisioned to 8x8. These devices will need to have the firmware upgraded. For a complete list of firmware see What is the recommended firmware for 8x8 phones and analog adapters? These steps are generally intended for reusing Poly phones with 8x8 service. You can reuse existing Poly phones with 8x8 service as long as they are a supported model with a valid factory-installed device certificate. It's crucial that Poly certificates are factory-installed and CANNOT be added later. Self-signed certificates are not supported. 8x8 supports only the Poly phone models listed in Which handsets are compatible with 8x8 Admin Console? If you are not sure which phone model you have, please check the underside of the phone. The model number is listed on the label on the bottom of the phone. Accommodation of devices not purchased from or originally provisioned for service by 8x8 is on a commercially reasonable effort basis. These devices are not guaranteed to be supported on 8x8 service.

Check for Device Certificate

1. On the phone, press the Menu key, and scroll to Status.
2. Select Status.
3. Next, select Platform.
4. Select the Phone option.
5. Read the displayed message.
   • If the message says Device Certificate: Factory Installed, your phone is supported on 8x8 service
   • If the message says Device Certificate: Not Installed, Device Certificate: Invalid, or if there is no device certificate message at all, then the phone is not supported on 8x8 service

Configure the Phone

Factory Reset and Provisioning On The Physical Phone

Reset Phone to Factory Defaults

1. On the phone, press the Menu key.
2. Select the Settings option.
3. Select the Advanced option.
4. Enter the password 456 or 789 and press the Enter softkey.

   If 456 does not work, please see this article on how to obtain the phone's Administrator Password. If you are provisioning the CCX or Edge E range of endpoints after a factory reset, you will need to enter a new password as there is no default password set on these devices. Please note that 456 cannot be used.

5. Select Admin Settings.
6. Select Restore to Defaults.
7. Select Reset to Factory.

Provision Phone into Production

1. Check the phone's firmware version by going to Menu > Status > Platform > Application > Main. You will need to reference this information in Step 7.
2. Power cycle the phone.
3. Quickly press the Setup/Settings softkey as soon as it appears.
4. Enter password 456.
5. Select Provisioning Server (Server Menu on old firmware).
6. Change Server Type to HTTPS.
7. Change Server Address to the correct address for your phone (depending on firmware version): 
   • pccfg.8x8.com/polycomuc/ -- SoundPoint, VVX (excluding D230), Trio, Edge E, and CCX devices
   • https://obicfg.8x8.com/polyrove -- Poly Rove (for more details see Manually Provision a Poly Rove)
   • https://obicfg.8x8.com/polyedge/serv...{mac}-cust.cfg -- Poly Edge B (for more detail see Manually Provision a Poly Edge B Series Phone)
8. Exit Server Menu.
9. Select the SNTP Address.
10. Enter: pool.ntp.org.
11. Select Exit, then select Save & Reboot.
12. Allow several minutes for the phone to reboot and connect to the 8x8 servers. When rebooting is complete, continue on to activate your phone.

Tips: If the phone still does not connect to our server after the above locate the Boot Server from the DHCP Menu in the Advanced settings and do one of the following. Swap from Custom+opt.66 to Static Swap from Static to Custom+opt.66

WebGUI Method

Reset Phone to Factory Defaults Through the Phone's Web GUI

• The phone is plugged into the network
• The computer is on the same network as the phone

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address (https://<IP address of phone).
2. Log in as Admin and enter the phone's MAC password. Device information and MAC password can be found in Admin Console.
3. Navigate to Utilities > Phone Backup & Restore.
4. Click the small + to open the Global Settings options
5. Click Restore to reset the phone to factory default settings.
6. Wait for phone to reboot.
   • Note: After the phone has been reset to factory default settings, the administrator password will have changed to 456.

Manually Provision Phone into Production

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
2. Log in as admin and enter password 456.
3. Navigate to Settings > Provisioning Server.
4. From the Server Type drop-down, select HTTPS.
5. In the Server Address field, enter the 8x8 Poly Provisioning Server address: 
   • pccfg.8x8.com/polycomuc/ -- SoundPoint, VVX (excluding D230), Trio, Edge E, and CCX devices
   • https://obicfg.8x8.com/polyrove -- Poly Rove (for more details see Manually Provision a Poly Rove)
   • https://obicfg.8x8.com/polyedge/serv...{mac}-cust.cfg -- Poly Edge B (for more detail see Manually Provision a Poly Edge B Series Phone)
6. Click Save.
7. Navigate to Preferences.
8. Click Date and time > SNTP Server
9. Select the pool.ntp.org address from the dropdown menu.
10. Click Save.
11. Allow several minutes for the phone to reboot and connect to the 8x8 servers. When rebooting is complete, continue on to activate your phone.

Reusing devices from previous provider

The purpose of this article is to provide a sample configuration. Allowing Bring Your Own Device (BYOD) to provision to 8x8 services. Most service providers will and often do lock down the devices WEB GUI. While this device may be fully functional on the tested and/or current network conditions with the former service provider, 8x8 cannot guarantee the process steps below will work in your environment. 8x8 cannot assist or support in configuring the DHCP Server Options suggested in this article, nor guarantee its functionality on the configured network.  This must be treated as  Proof of Concept in your environment.

Best Practice

1. Provide the Admin WEB GUI login & password. 
2. Release, if applicable, all MAC addresses of existing devices from any auto provisioning service like ZTP as example.
3. Work with your 8x8 Account Manager to re-add the devices to 8x8 auto provisioning service

Not all devices can be added.  Firmware must be at the initial supported revision prior to moving to 8x8 and a valid factory-installed certificate must be on each phone.

Applies To

• Poly Handsets 
• Any IP-Phone 8x8 supports that is locked down from previous service provider or purchased not from 8x8.

Nomenclature

Problem to solve

In all cases 8x8 offers the following as a Proof Of Concept (POC) that must be tested first on isolated networks and never on production. It is the reader's responsibility to ensure that the phones being established on this POC are isolated and will not be disruptive to the production network environment.

Resolution

1. Establish an isolated test network emulating the production environment as close as possible:
   • Environment must have access to the internet
   • Environment must be able to reach all 8x8 services
   • Environment must emulate VLAN services if applicable/optional
2. Establish a DHCP Scope with:
   • Time services
   • Option 161 configured with 8x8 provisioning server: https://pccfg.8x8.com/polycomuc/
3. Various test Poly phone types in use on production network.

Warnings and Limitations

• Fall back to the previous provider's config.
• If the phone is plugged into a network that does not have that DHCP Option OR if the option is removed and the phone reboots the phone MAY show timely messages stating:
  • A new update is available. DO NOT update, if the update option is accepted then the phone reboots itself and reverts back to the previous provider.
• You will not see the Boot Server Option under provisioning server in the Poly WEB GUI as this is now pre-determined by DHCP Option 161.
• 8x8 offers no guarantee the above options will work on your network:
  • The options above are suggestions
  • 8x8 cannot offer assistance in configuring your internal network or DHCP Scope Options
  • At best the steps above are Proof of Concept (POC) only and to be applied with caution.

Updating Firmware Under 4.0

Tip: If the device will not update from sub 4.0 to 4.0.15 using the method below. Try using the software upgrade option in Utilities from the menu on the phone's GUI. You must select the proper firmware from the dropdown list when using this method. SoundPoint IP series: 4.0.15.1047 Poly VVX series: 5.9.4.3247 If the firmware version is not available from the dropdown, do not attempt to use use an alternative other than what is listed above or the phone may become unusable. for a complete list of firmware see What is the recommended firmware for 8x8 phones and analog adapters?

Connect to the Poly Public Firmware Upgrade Server

1. Obtain your phone's administrator password.
2. Reboot the phone (from Home/Menu, select Settings > Basic > Restart).
3. While the phone is booting up, press the Cancel soft key. 
4. Press Setup 
5. Enter your phone's password (default is 456), then press OK.
6. Scroll down to and select Provisioning Server Menu.
7. On Server Type, press Edit.
8. Scroll left arrow key until HTTP is selected, then press OK.
9. On Server Address, press Edit.
10. Enter the appropriate server address for your phone model.
    • SoundPoint IP Desk phones: voipt2.polycom.com/4015
    • SoundPoint IP Speaker phones: voipt2.polycom.com/4015
    • VVX models (excluding D230): voipt2.polycom.com/594
11. After following these steps, refer to the steps above to provision through the web GUI.

Objective

Applies To

• Poly phones 

Procedure

Reset to Factory Default Settings

1. Press the Menu/Home Key.
2. Select Settings.
3. Select Advanced. The Password will depend on the profile:
   • Active (with profile): acquire and use the MAC Password
   • Inactive (no profile): default password, 456.
4. Select Administration Settings.
5. Select Reset to Defaults.
6. Select Reset to Factory.
7. Select Yes for Are you Sure.
8. The Phone will reboot twice and it can then be provisioned.

How to Perform a Hard Reset

• The phone is on a boot loop and no longer going to the home menu
• The default password or mac password doesn't work
• If it's a 3rd party phone
• The account is already canceled and you cannot access Account Manager or Admin Console to download the extension CSV

1. Reboot the phone and wait for the starting application.
2. While the phone is in the starting application wait for the cancel button to appear then press it.
3. The phone will show a 7 second count down. This is the only open window to press the key combination to go to the hard reset page.
   • VVX series (VVX300, 301, 310, 311, etc): Press and hold 1 3 5 within the 7-second count down until it prompts you to the password page
   • Sound Point IP 335: Press and hold 1 3 5 7 within the 7-second count down until it prompts you to the password page
   • Sound Point IP series (IP550,560,570, etc): Press and hold 4 6 8* within the 7-second count down until it prompts you to the password page
   • Conference Phone IP5000, 6000, 7000: Press and hold 1 3 5 7 within the 7-second count down until it prompts you to the password page
4. Enter the device's MAC ID as the password (e.g 0004f28619dc).
5. Press the 2nd soft key that corresponds to the mode or (encoding) to change it to A->abc or a->abc.
6. Then (for example) to select the letter F, press the 3 key three times.

Additional Information 

Symptom

Applies To

• Poly IP Phones

Resolution

Check and Set Time Server

1. Press the Menu/Home button.
2. Select Settings.
3. Select Advanced.
4. Enter phone password, then press Enter.
5. Select Admin Settings.
6. Select Network Configuration.
7. Scroll down to SNTP and ensure the address is set to pool.ntp.org.
8. Press OK (if time server had to be set), then press Back.
9. Select Save Config.
10. Back all the way out to the main screen.

• 15.185.186.215
• 204.2.134.163
• 204.2.134.164
• 209.114.111.1

Set a Static IP

1. Obtain the phone's password.
2. Set a static IP. See Determine a Static IP Address to Set on an IP Phone .

1. Ensure the phone is powered on and connected to the network.
2. In a web browser on a computer on the same network as the phone, enter the phone's IP address.
3. Log in as Admin and enter phone password.
4. Click Settings > Network > Ethernet.
5. Set DHCP to Disable.
6. Enter intended static IP address.
7. Enter Subnet Mask.
8. Enter IP Gateway.
9. For DNS Server, enter: 8.8.8.8.
10. For DNS Alt, enter: 8.8.4.4.
11. On the bottom right, click Save.
12. Wait for the phone to reboot. If it does not reboot, verify the information, then manually power-cycle the phone (remove it from the power source, wait at least a full minute, then plug it back in and power it on).

1. Disable DHCP: Menu > Settings > Advanced > Admin Settings > Network Config > DHCP Client.
2. Set static IP: Menu > Settings > Advanced > Admin Settings > Network Config.
3. Set the following:
   • IP address
   • Subnet Mask
   • Gateway
   • DNS 1: 8.8.8.8
   • DNS 2: 8.8.4.4
4. Save settings by backing out and rebooting.

Cause

Symptom

Applies To

• Poly VVX 600
• Firmware Version 5.4.4 or 5.4.5

Resolution

1. Restore the phone to factory settings. See How to Reset Poly Phone to Factory Default Settings.
2. Provision phone to 8x8. See Manually Provisioning a Poly Phone.
3. Enable Bluetooth. See Bluetooth Not Working on Poly VVX 600.

Cause

Symptom

Applies To

• Poly VVX 600

Resolution

Pair the Bluetooth Device

1. Go to Settings > Basic > Bluetooth Settings > Bluetooth Radio (Off).
2. Turn it On (a message Turning BT radio On, Please wait... will appear for a few seconds).
3. Turn it Off (a message Turning BT radio Off, Please wait... will appear for a few seconds).
4. Turn it On one more time (a message Turning BT radio On, Please wait... will appear for a few seconds).
5. Press the Back Arrow button.
6. Press Manage BT Headsets.
7. On the Bluetooth device, set it to Pairing Mode.
8. On the Poly VVX 600, press Scan.
9. Once the Poly VVX 600 recognizes the Bluetooth device, select the device and press Add (a message Adding device will appear for a few seconds).
10. Once the Bluetooth device is added, exit out to the main screen and you will see a Bluetooth symbol displayed in the top-left corner.

Update Firmware 

Cause

Objective

Applies To

• Poly VVX Phones

Procedure

1. Press the Home key.
2. Using the scroll wheel scroll to the right until you find Settings.
3. Scroll down to Advanced.
4. Enter the handset's password. The default password is 456. Press Enter when you are finished
5. Go to Administration Settings.
6. Scroll down to Line Configuration.
7. Scroll to Line 1.
8. Select Display Name:.
9. Using the keypad enter the new name you would like to have displayed. Tip! You can use the Mode key to change between Abc, ABC, abc and 123. Press Ok when you are finished.
10. Press the Back button twice.
11. Scroll down to Save Config and press the Select button.

Symptom

Applies To

• Poly VVX models

Resolution

1. Press the button with the House symbol.
2. Using the directional pad navigate to Settings.
3. Scroll down to option Status.
4. Scroll down to option Diagnostics.
5. Scroll down to option Warnings.

Additional Information 

Symptom

Applies To

• Poly IP phones

Resolution

Check SNTP on Your Phone

1. Press the Menu/Home button.
2. Select Settings.
3. Select Advanced.
4. Enter the phone password, then press Enter.
5. Select Admin Settings.
6. Select Network Configuration.
7. Scroll down to SNTP and ensure the address is set to pool.ntp.org. Press OK if the time server had to set.
8. Scroll down to GMT Offset. Set to your local time zone. Press Select if the GMT Offset had to be set.
9. Press Back.
10. Select Save Config.
11. Back all the way out to the main screen to view changes.

Check SNTP in the Phone Web Interface (GUI)

1. Obtain your phone's IP address. On the phone, press Menu/Settings > Status > Network > TCPIP Parameters. Note the IP address.
2. From a computer on the same network as the phone, open a web browser and navigate to your phone's IP address.
3. Log in using the username admin and your phone's password.
4. From the top menu, click Preferences > Date & Time.
5. Under Time Synchronization, ensure SNTP Server is set to pool.ntp.org.
6. At the bottom of the page, click Save.
7. Allow the phone to reboot.

• ntp2.packet8.net
• Or the IP of the Local Domain Controller, if applicable.

Set Static IP and DNS

• Your phone's admin password.
• Your phone's current IP address.
• The intended static IP address (if different), network Subnet Mask, and IP Gateway.

Setting a Static IP and DNS Via the Phone's Web GUI

1. Obtain your phone's IP address. On the phone, press Menu/Settings > Status > Network > TCPIP Parameters. Note the IP address.
2. From a computer on the same network as the phone, open a web browser and navigate to your phone's IP address.
3. Log in using the username admin and your phone's password.
4. From the top menu, click Settings > Network > Ethernet.
5. Set DHCP to Disable.
6. Enter all of the following
   • IP Address
   • Subnet Mask
   • IP Gateway
7. Under General, ensure the following are entered:
   • DNS Server: ISP DNS 1 (See Recommended DNS Servers )
   • DNS Alternate Server: ISP DNS 2
8. At the bottom of the page, click Save.
9. Wait for the phone to reboot. If it does not reboot, verify the information, then manually power-cycle the phone (unplug it from the power source, wait a full minute, then plug it back in and let it power on).

1. Navigate to phone Preferences.
2. Click on Date & Time.
3. Expand Time Synchronization.
4. For Override DHCP’s SNTP Server, set to NO.

Network/ISP

• Primary Timer Server: 0.pool.ntp.org
• Secondary Time Server: 1.pool.ntp.org
• Primary DNS: 8.8.8.8
• Secondary DNS: 8.8.4.4
• DNS Domain: google.com

Set Time Zone in Admin Console

1. Log in to Admin Console.
2. Select Users.
3. Select the preferred Time Zone.
4. Select Save.

Cause

Additional Information

 Objective

Applies To

• Poly Edge E Series

Procedure

1. Go to one of the following depending on your firmware revision
   • Menu > Wifi.
   • Menu > Settings > Basic > Wi-Fi Menu.
2. Press the Select key to enable Wi-Fi.
3. Press Save.
4. Press Reboot.

1. Do one of the following:
   • Press the Scan softkey to scan for available networks and select the desired network to enter information as required by the networks security settings
   • Press the Other softkey to manually enter network settings, including SSID, Security type, and password.
2. Select Connect.

Objective

Applies To

• Poly VVX phones running UC 5.8 Firmware with OBiWi-Fi5G USB dongle. Models include:
  • VVX 250
  • VVX 350
  • VVX 450
  • VVX 401
  • VVX 501
  • VVX 601

Procedure

Enable Wireless Network Connectivity

• Device firmware needs to be updated to version 5.9.4.
• Before setting up a wireless network, make sure that you connect the VVX phone to its power adapter.

1. Insert the Poly Wi-Fi wireless network adapter into the USB port of your VVX phone.
2. Go to Settings > Basic > Wi-Fi.
3. Select Wi-Fi, then select On.
4. Select Yes to reboot the phone.

Connect to a Secured Wireless Network

1. Go to Settings > Basic > Wi-Fi.
2. Do one of the following:
   • For a WPA(2)-PSK network: enter the Password.
   • For a WPA2-enterprise network: enter User ID and Password.
3.  Select Connect.

• EAP-PEAP/MSCHApv2,
• EAP-FAST
• EAP-TLS

Disconnect from a Wireless Network

1. Go to Settings > Basic > Wi-Fi.
2. Select the connected wireless network SSID from the list.
3. Select Disconnect.

Limitations

• Firmware 5.8.0.13337 will show the Wi-Fi option under Settings > Basic > Wi-Fi even if no dongle is installed.
• Enabling Wi-Fi automatically disables the LAN (Ethernet) port.
• You cannot use Wireless and Wired connections simultaneously to connect your VVX phones to the network.
• WEP is not supported.
• No Video calls or IPv6.
• New VVX 250, VVX 350 or VVX 450 cannot use USB Headset concurrently at present.
• Some Poly VVX phones will have Bluetooth capability but always require the USB dongle to actually connect to Wi-Fi networks.

Symptom

Applies To

• 8x8 Admin Console
• Poly Devices

Resolution

1. Change the device model.
2. Opt for "Use Activation" code.
3. Save. The system might show an error but it will remove the model and the MAC ID.
4. Re-add the actual device model and add MAC ID.
5. Power cycle the device.

Cause

Objective

Applies To

• Poly Phones

Procedure

Find the IP address of the Telephone

1. Press the Home button.
2. Select Settings > Status.
3. Select Network > TCP/IP Parameters.
4. Note the IP address listed on the second line as you’ll need it for the configuration steps below.

Connect to the Poly Web Configuration Utility

1. Launch a web browser on a computer on the same network as your Poly phone.
2. Enter the IP address of the telephone you noted in the first step.
3. Select Admin.
4. Enter the MAC password.
5. Select Submit.
6. Navigate to Diagnostics > View & Download Logs.
   
   
7. For Log File Type, select App.
8. Select Export.
   
   
9. Send the exported log file to 8x8 support through your case.

Objective

Applies To

• Poly Phones
• IP Address

Procedure

1. From Home/Menu, select Settings.
2. Select Status.
3. Select Network.
4. Select TCP/IP Parameters.

Objective

Applies To

• Poly Phones
• Firmware

Procedure

Provision the Phone to the Poly Firmware Server

1. Obtain your phone's administrator password.
2. Reboot the phone (from Home/Menu, select Settings > Basic > Restart).
3. While the phone is booting up, press the Setup soft key. It may take some time for the key to appear.
4. Enter your phone's password, then press OK.
5. Scroll down to and select Provisioning Server Menu.
6. On Server Type, press Edit.
7. Scroll left arrow key until HTTP is selected, then press OK.
8. On Server Address, press Edit.
9. Enter the appropriate server address for your phone model. 
   • SoundPoint IP models: voipt2.polycom.com/4015
   • SoundPoint IP Speaker phones: voipt2.polycom.com/4015
   • VVX models: voipt2.polycom.com/643
10. Expand DHCP Menu, change Boot Server to Static.
11. Press OK.
12. Press Exit twice (IP 335 users: Left arrow key), then Save & Reboot.
13. The phone will reboot twice and update.

Provision the Phone Back to 8x8

1. Obtain your phone's administrator password.
2. From the Menu/Home screen, select Settings.
3. Select Advanced.
4. Enter your phone's password.
5. Select Admin Settings.
6. Select Network Configuration.
7. Under Prov. Server, press Select.
8. Scroll down to Server Type, then press Edit.
9. Scroll right until HTTPS is highlighted, then press OK.
10. Scroll down to Server Address and press Edit.
11. Enter pccfg.8x8.com/polycomuc/ then press OK.
12. Expand DHCP Menu, change Boot Server to Static.
13. Press Menu.
14. Select Save Config.
15. Allow the phone to reboot.

Question

Applies To

• RealPresence Group Series 500

Answer

Additional Information 

Symptom

Applies To

• Poly IP phones

Resolution

Power Cycle

1. Unplug the phone from its power source.
2. Wait a full minute or longer.
3. Plug it back in.
4. Give the phone several minutes to start back up and reacquire its configuration.

Troubleshooting

1. Check the phone firmware and update if the firmware is out of date.
2. Check firewall settings.
   • White list 8x8 subnets where applicable
   • Ensure the NAT is set up correctly for the firewall in use
   • Set the UDP Time out to 660 seconds where applicable
   • Disable SIP ALG
3. Ensure there is no double NAT (two routers connected together, that the phones pass through).
4. More information for SRTP troubleshooting can be found in Poly Phone Line Unregistered Error. Note: Editions and X Series services only.
5. If there are multiple phones experiencing this issue, the local network will need to be checked. Create a case with 8x8 support for assistance.

Change Boot Server

1. Using the phone's IP address and a computer on the same network as the phone, open a web browser and access the phone's web interface (GUI). (Refer to manufacturer's documentation for detailed guidance on accessing the phone's web GUI.)
2. Click Settings > Provisioning Server > DHCP Menu.
3. In the Boot Server field, select Static (default is Custom+Opt66).
4. Click Save.
5. Allow the phone several minutes to restart and attempt to obtain the proper configuration.

Cause

Objective

Applies To

• Poly Edge B10
• Poly Edge B20
• Poly Edge B30

Procedure

Provisioning

1. Connect the phone to your local network and power it up.
2. Once the phone boots up, press the following: Home Button > and navigate to Settings (gear icon).
3. While in the setting menu, take note of the Network IP address. You will need this IP address to configure the 8x8 Provisioning Server.

4. In your computer's web browser (on the same local network as your phone), enter the following line into the browser Address bar, using the IP address of the phone:
   • http://[IP ADDRESS]
   • Example: http://192.168.0.10
   • Important: If the device is in a factory reset state (or inactive state), you will need to log into the phone using http:// and not https://
5. In the login page:
   1. Enter admin as the username.
   2. Enter the admin password you will already have set earlier, and click Sign In.
      • If the device is already set to factory default, the password will also be admin.
      • If you don't know the password and need to reset the phone to factory defaults, follow the instructions below in Restore Factory Default Settings and then return to this Provisioning section to continue.
        
        
6. Click System Management > Auto Provisioning.
   
   
7. In the ITSP provisioning section, untick the ConfigURL default box to allow editing and type or paste the following URL exactly as it is shown, below:
   • https://obicfg.8x8.com/polyedge/server.cfg;https://obicfg.8x8.com/polyedge/${mac}.cfg;https://obicfg.8x8.com/polyedge/${mac}-cust.cfg
8. Click Submit, then click OK to confirm your changes in the popup prompt. The phone should automatically reboot. If it does not reboot after a few minutes then reboot the phone manually.

9. To make the phone functional on your 8x8 service, you'll need to activate it. To do this, perform one of the following:
   • Use the phone's activation code:
     1. Press the Inactive button on the phone's display
     2. When prompted, enter the activation code provided in the phone user's 8x8 user profile in 8x8 Admin Console. The phone will restart automatically, and should come back online momentarily with the phone's extension buttons displayed.
   • Apply the phone's MAC address:
     1. In 8x8 Admin Console, find and edit the phone user's 8x8 user profile to which the phone will be assigned (this profile is required, even if the device is to be used as a conference room phone).
     2. Scroll down to and click on Voice Basic Settings to expand that section.
     3. In Activate Device by, click Input MAC address and enter the device's 12-character MAC address. The MAC address can be found on a sticker on the underside of the phone, may contain letters and numbers, and is not case-sensitive in Admin Console.
     4. Reboot the phone. It should come back online momentarily with the phone's extension buttons displayed.

Restore To Factory Default Settings

1. In your computer's web browser (on the same local network as your phone), enter the following line into the browser Address bar, using the IP address of the phone:
   • http://[IP ADDRESS]
   • Example: http://192.168.0.10
2. On the login page:
   1. Enter admin as the username.
   2. Enter the admin password you will already have set earlier, and click Sign In.
      • If the device is already set to factory default, the password will also be admin and will need to be changed.
        
        
      • Navigate to System Management > Device Update > Reset Configuration > Reset.
        
        

Using Keypad To Factory Default Settings

1. Power off the Phone
2. Power up the phone
   • While reconnecting the power to the phone Press and HOLD the Back and Home keys until the MWI LED starts blinking, then let go

Additional Information

• Line Key Configuration
• Paging

Objective

Applies To

• Poly Phones
• Web GUI
• Factory Reset

Procedure

Reset Phone to Factory Defaults Through the Phone's Web GUI

• The phone is plugged into the network
• The computer is on the same network as the phone

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address (https://<IP address of phone).
2. Log in as Admin and enter the phone's MAC password. Device information and MAC password can be found in 8x8 Admin Console.
   
   
3. Navigate to Utilities > Phone Backup & Restore.
4. Click the small + to open the Global Settings options.
   
   
5. Click Restore to reset the phone to factory default settings.
6. Wait for phone to reboot.
   • Note: After the phone has been reset to factory default settings, the administrator password will have changed to 456.

Update the Phone's Firmware

1. Obtain your phone's administrator password.
2. Reboot the phone (from Home/Menu, select Settings > Basic > Restart).
3. While the phone is booting up, press the Setup soft key. It may take some time for the key to appear.
4. Enter your phone's password, then press OK.
5. Scroll down to and select Provisioning Server Menu.
6. On Server Type, press Edit.
7. Scroll left arrow key until HTTP is selected, then press OK.
8. On Server Address, press Edit.
9. Enter the appropriate server address for your phone model.
   • SoundPoint IP models: voipt2.polycom.com/4015
   • SoundPoint IP Speaker phones: voipt2.polycom.com/4015
   • VVX models: voipt2.polycom.com/594
10. Expand DHCP Menu, change Boot Server to Static.
11. Press OK.
12. Press Exit twice (IP 335 users: Left arrow key), then Save & Reboot.
13. The phone will reboot twice and update.

Manually Provision Phone into Production

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
2. Log in as admin and enter password 456.
3. Navigate to Settings > Provisioning Server.
4. From the Server Type drop-down, select HTTPS.
5. In the Server Address field, enter the 8x8 Poly Provisioning Server address: 
   • pccfg.8x8.com/polycomuc/ -- SoundPoint, VVX (excluding D230) Edge E, and CCX devices
   • https://obicfg.8x8.com/polyrove -- Poly Rove (for more details see Manually Provisioning a Poly Rove)
   • https://obicfg.8x8.com/polyedge/serv...{mac}-cust.cfg -- Poly Edge B (for more detail see Manually Provision a Poly Edge B Series Phone)
   
   
   
6. Click Save.
7. Navigate to Preferences.
8. Click Date and time > SNTP Server
9. Select the pool.ntp.org address from the dropdown menu.
10. Click Save.
11. Allow several minutes for the phone to reboot and connect to the 8x8 servers. When rebooting is complete, continue on to activate your phone.

Objective

Applies To

• Poly Rove B1
• Poly Rove B2
• Poly Rove B4

Procedure

Provisioning

1. Connect the phone to your local network and power it up.
2. After the phone boots up, press the Menu button
3. Navigate to the Info Icon
4. While in the info setting, take note of the Network IP address. You will need this IP address to configure the 8x8 Provisioning Server

1. In your computer's web browser (on the same local network as your phone), enter the following line into the browser Address bar, using the IP address of the phone:
   • http://[IP ADDRESS]
   • Example: http://192.168.0.10
   • Important: If the device is in a factory reset or inactive state, you will need to log into the phone using http:// and not https://
2. In the login page, enter admin as the username.
3. Enter the admin password you will already have set earlier, and click Sign In. If the device is already set to factory default, the password will also be admin.
   • If you don't know the password and need to reset the phone to factory defaults, follow the instructions below in Restore Factory Default Settings and then return to this Provisioning section to continue.
4. Click System Management > Auto Provisioning
5. In the ITSP provisioning section, untick the UCSServer default box to allow editing and type or paste the following URL exactly as it is shown, below:
   • https://obicfg.8x8.com/polyrove/
6. Click Submit, then click OK to confirm your changes in the popup prompt. Reboot the Base unit manually. The Rove Base unit will NOT automatically reboot. 

• Use the phone's activation code:
  1. Dial any number on the handset (e.g. 389, 555, etc.)
  2. When prompted, enter the activation code provided in the phone user's 8x8 user profile in 8x8 Admin Console. The phone will restart automatically, and should come back online momentarily with the phone's extension buttons displayed.
• Apply the phone's MAC address:
  1. In 8x8 Admin Console, find and edit the phone user's 8x8 user profile to which the phone will be assigned (this profile is required, even if the device is to be used as a conference room phone).
  2. Scroll down to and click on Voice Basic Settings to expand that section.
  3. In Activate Device by, click Input MAC address and enter the device's 12-character MAC address. The MAC address can be found on a sticker on the underside of the phone, may contain letters and numbers, and is not case-sensitive in Admin Console.
  4. Reboot the phone. It should come back online momentarily with the phone's extension buttons displayed.

Restore To Factory Default Settings

Defaulting with the Pairing Button

Defaulting from the browser

1. In your computer's web browser (on the same local network as your phone), enter the following line into the browser Address bar, using the IP address of the phone:
   • http://[IP ADDRESS]
   • Example: http://192.168.0.10
2. On the login page:
   • Enter admin as the username.
   • Enter the admin password you will already have set earlier, and click Sign In.
     • If the device is already set to factory default, the password will also be admin and will need to be changed
     • Navigate to System Management > Device Maintenance > Reset Configuration > Reset
3. The base unit should now reboot. From this point, you can perform the provisioning steps documented above.

Known Issues

• Maximum of 5 concurrent calls when G722 codec is used on all calls.
• Maximum of 4 concurrent calls when G729a codec is used on all calls.
• When G722 codec is enabled on the base, even if all calls negotiate to G711 codec, the maximum number of calls is 9.
• Poly does not yet support SIP Publishes on Rove devices, so no quality metrics will be available in Analytics for 8x8 Work.
• LDAP is not currently supported on Poly Rove devices due to a manufacturer firmware issue.

Additional Information

Symptom

Applies To

• Poly Phones

Resolution

1. Verify the cabling is plugged into the correct ports.
2. Replace potential faulty cabling.
3. Power cycle the affected phone(s).
4. Perform a network power cycle.
5. Bypass the wall port or switch and connect directly to the router to isolate potential hardware issues.
6. Set a static IP on the phone. See Set a Static IP on a Poly Phone .
7. Ensure the router is giving out IPv4 addresses via DHCP, and not providing IPv6 addresses to the phone(s).
8. If the issue persists and is only occurring on a single phone, factory reset and re-provision the phone. See How to Reset Poly Phone to Factory Default Settings.

Cause

• A DHCP failure has occurred on the network
• The phone's LAN port has failed
• The DHCP server is providing IPv6 addresses 

Additional Information 

Objective

Applies To

• Poly Rove B2 Base
• Poly Rove 30 Handset
• Poly Rove 40 Handset

Procedure

1. Press and hold the button at the top of the B2 Base until it starts blinking green.
   
   
2. On the handset you wish to pair, press the menu button.
   
   
3. Navigate to Settings > Connectivity > Register.
4. Select the first empty slot.
5. Enter access/PIN code (currently '0000' for all Rove devices).
6. Press Ok and the handset should register.
7. Repeat steps 2-3 until all handsets are registered.
8. Press and hold the button at the top of the B2 Base until it stops blinking and is solid green.
9. To double-check that the handset is registered, you can press and immediately release the B2 Base button, and that will start paging all registered handsets.

Known Limitations

• Maximum of five concurrent calls when G722 codec is used on all calls.
• Maximum of four concurrent calls when G729a codec is used on all calls.
• When G722 codec is enabled on the base, even if all calls negotiate to G711 codec, the maximum number of calls is nine.
• SRTP cannot be enabled on this device in Admin Console. If this feature is required, create a case for 8x8 Support to enable it.
• Poly does not yet support SIP Publishes on Rove devices, so no quality metrics will be available in Analytics for 8x8 Work.

Additional Information

Objective

Applies To

• Poly Rove B2
• Poly Rove R8 Repeater

 Procedure

1. Power on the repeater but do not plug the network cable into the repeater until step 8.
2. Log into the web GUI of the B2 base unit and navigate to: DECT Wireless > Repeaters.
   
   
3. Type in the Name of the repeater (can be anything, e.g. Hallway, Warehouse, etc.).
4. Type in the IPEI number of the repeater located on the label on the back of the device.
   
   
5. Leave Sync Mode to Locale Automatic and leave the RPN and Sync Source fields blank.
6. Ensure light is still blinking green on the repeater (if it's solid red, reboot the repeater and wait for the light to blink green again).
7. Click on Register Next.
   
   
8. Plug the network cable into the repeater.
9. The repeater and base unit should blink green until registration is successful.
10. Once registered, the base and repeater should have a solid green light and the repeater should show up in the web GUI.
    
    
11. To pair additional repeaters repeat steps 1-10.

Firmware Upgrade

Symptom

Applies To

• Poly Phones
• PC Port

Resolution

1. Plug the computer directly into the router. Does it get an Internet connection?
   • No: There may be a problem with either the computer or the network itself.
   • Yes: The issue is likely isolated to the phone or the Ethernet cable used to connect it to the PC. Proceed to the next step.
2. To confirm the phone is functioning normally, run a ping test from the phone.
   1. On the phone, press Menu > Status > Diagnostics > Network > Ping.
   2. For Host, enter: 8.8.8.8 (Use [ * ] for [ . ])
   3. Press Start.
   4. If a valid reply is received, the phone is properly communicating with the network. If not, ensure the phone is properly connected to the network and able to make and receive calls.
3. With the computer plugged into the phone's PC port, ping the network from the computer.
   1. Open a command prompt and ping 10.192.8.120.
   2. Do you get a valid reply?
      • No: This confirms a malfunction within the phone or the cable connecting the phone and the PC. Proceed to Step 4 below.
      • Yes: This should confirm that all physical components are working properly. Proceed to Step 5 below.
4. Try using a different Ethernet cable. In particular, ensure you are using a straight through (or "patch") Ethernet cable and not a crossover Ethernet cable, which the phones do not have the built-in logic to accommodate. (Click here for more on how to tell the difference.)
5. Check the PC port settings on the phone itself.
   1. Press Menu > Settings > Advanced.
   2. Enter admin password. See What is the administrator password for my phone or adapter?
   3. Press Admin Settings > Network Configuration > Ethernet Menu > PC Port Mode.
   4. Ensure that PC Port Mode is not set to Disabled. If not set already, try setting it to Auto. If it is already set to Auto, troubleshoot with other settings according to phone model as listed below.
      • SoundPoint IP 335: 10 HD or 10 FD.
      • SoundPoint IP 550, 560, 670: 100 HD or 100 FD.
      • VVX Series: 1000FD.

Cause

• Network setup or another network device.
• Faulty Ethernet cable.
• Phone settings or configuration.
• Bad port on the phone.

Overview

Poly VLAN Defaults for Firmware 5.8+

Applies To

• Poly Phones
• VLAN
• DHCP

Recommendation and Advisory

• 8x8's recommendation is to use Poly's native CDP and or LLDP.
• DHCP Discovery if used over CDP or LLDP, Both CDP and LLDP must be disabled at the Switch level.
• There is no need to disable or modify Polys CDP or LLDP. If CDP and LLDP are disabled at the switch the Poly will boot successfully with DHCP Discovery.

Default Recommendations

DNS

NTP

Warning on Using 8x8 GTM as DNS

Additional Information 

Symptom

Applies To

• Poly IP Conference Phones 5000, 6000, 7000

Resolution

Using AC Power

1. Connect one end of the 25-foot Network Cable to the LAN jack on the phone.
2. Connect the other end of the 25-foot Network Cable to the Power Insertion Cable.
3. Connect the Power Insertion Cable to an available LAN port on the wall or hub/switch device port.
4. Connect the Power Adapter to the Power Insertion Cable.
5. Connect the Power Adapter (with the attached Regional Power Cord) to the wall outlet.

Using PoE

1. Ensure the network and port you are plugging into support Power over Ethernet.
2. Ensure you are using a PoE-ready Ethernet cord (such as the one packaged with the phone).

Cause

Additional Information 

• Poly Soundstation IP 5000 User Guide
• Poly SoundStation IP 6000 User Guide
• Poly SoundStation IP 7000 User Guide

Symptom

Applies To

• Poly Phones

Resolution

Update the Config File

1. On the phone, go to Menu > Settings > Basic > Update Configuration.
2. Select Update Configuration.
3. The phone should reboot after the update.

1. On the phone, go to Home > Settings > Basic > Wi-Fi > Turn Off/On
2. The phone will reboot and will auto-update the configuration 

Further Troubleshooting

1. Disable SPI/firewall and/or SIP-ALG on the router, which could prevent the phone from coming online.
2. Try changing the Boot Server to Static in the phone's web GUI.
   • In web GUI navigate to Settings > Provisioning Server > DHCP Menu > Boot Server.
   • In the drop-down menu, select Static.
   • Click Save.
   • The phone should automatically restart, but if it does not, restart the phone manually.
3. Try using an open/public DNS (208.67.222.222 or 8.8.8.8) as the primary DNS on the phone.
4. Remove any devices from the PC port and power-cycle the phone.
5. Power-cycle the network. See How to Power Cycle Network.

Cause

• Server address error
• DNS
• Network setup

Symptom

Applies To

• Poly VVX
• SoundPoint
• RealPresence Trio

Resolution

1. On a computer on the same network as the phone, browse to the phone’s IP address. See Find the IP Address of a Poly Phone.
2. Log in as Admin and enter the administrator password.
3. Navigate to Simple Setup.
   
   
4. Open the Base Profile section.
5. Under Base Profile, select Generic.
   
   
6. Click Save.
7. Allow the phone several minutes to reboot.
8. When the phone is back online, verify the login screen is gone.
9. Continue on to Activate Your Desk Phones in 8x8 Admin Console.

Cause

Symptom

• BootROM Error
• Could not contact boot server, will use existing configuration
• Failed to Load BootROM 0x0
• Error: Application not present. Could not download existing configuration.

Applies To

• Poly Phones

Resolution

Connect to the Poly Public Provisioning Server

1. Obtain your phone's administrator password. See What is the administrator password for my phone or adapter?
2. Reboot the phone (from Home/Menu, select Settings > Basic > Restart).
3. While the phone is booting up, press the Setup soft key. It may take some time for the key to appear.
4. Enter your phone's password, then press OK.
5. Scroll down to and select Provisioning Server Menu.
6. On Server Type, press Edit.
7. Scroll left arrow key until HTTP is selected, then press OK.
8. On Server Address, press Edit.
9. Enter the appropriate server address for your phone model.
   • SoundPoint IP Desk phones: voipt2.polycom.com/4015
   • SoundPoint IP Speaker phones: voipt2.polycom.com/4015
   • VVX models: voipt2.polycom.com/594
10. Expand DHCP Menu, change the Boot Server to Static. Note: It is important to change the Boot Server to Static or the deskphone may not download the firmware properly.
11. Press OK.
12. Press Exit twice (IP 335 users: Left arrow key), then Save & Reboot.
13. The phone will reboot twice and update.

Ensure a Proper Connection to the 8x8 Provisioning Server

1. Obtain your phone's administrator password.
2. From the Menu/Home screen, select Settings.
3. Select Advanced.
4. Enter your phone's password.
5. Select Admin Settings.
6. Select Network Configuration.
7. Under Prov. Server, press Select.
8. Scroll down to Server Type, then press Edit.
9. Scroll right until HTTPS is highlighted, then press OK.
10. Scroll down to Server Address and press Edit.
11. Enter pccfg.8x8.com/polycomuc/ then press OK.
12. Expand DHCP Menu, change the Boot Server to Static.
13. Press Menu.
14. Select Save Config.
15. Allow the phone to reboot.

Ensure the Time Server is Set Properly

1. Obtain your phone's administrator password.
2. From the Menu/Home screen, select Settings.
3. Select Advanced.
4. Enter your phone's password.
5. Select Admin Settings.
6. Select Network Configuration.
7. Scroll down to SNTP and ensure the address entered here is set to pool.ntp.org.
8. If you had to set or correct the time server address, press OK. Then press Back.
9. Select Save Config.
10. Back all the way out to the main screen.

If Date and Time Continue To Flash

1. Ping pool.ntp.org.
2. Use the reply address as the SNTP address.

Cause

BootROM Error

Could not Contact Boot Server, Will Use Existing Configuration, and Failed to Load BootROM 0x0 Errors

Application Not Present Error

Symptom

Applies To

• Poly Phones
• 8x8 Work

 Resolution

1. Log in to 8x8 Work
2. Click Users.
3. To the right of the user you need to edit, click Edit (pencil icon).
4. Under Basic Information, select PBX as the Contact Directory Scope.
   
   

Cause

Symptom

Applies To

• Poly Phones

Resolution

• Deleting all the call logs.
• Upgrading to the latest version of the firmware.

Symptom

Applies To

• Poly Phone Models VVX 101 - VVX 601

Resolution

1. Make sure that your phone is pulling an IP address (Home > Settings > Status > Network > TCP/IP Parameters > IP Address/IPv4 Address).
   • If not, try connecting the phone to a different known working location which pulls an IP address and try provisioning again.
2. Make sure that the phone has undergone a complete factory reset before provisioning.
3. Confirm that the device has the factory certificate installed (Home > Settings > Status > Platform > Phone > Device Certificate should be Factory Installed).

Upgrading Firmware Version

1. Make sure that you have the latest firmware version updated on the phone. (Home Button > Settings > Status > Platform > Application > Main > Version).
2. Reach out to 8x8 Support team to know the latest firmware version.
3. If you are asked to upgrade the firmware version, see How to Upgrade or Downgrade Poly Firmware.

Cause

Additional Information 

Symptom

Applies To

• SRTP-Enabled Poly Phones

Resolution

1. Verify firewall settings. See Configuring Your Network for VoIP Services.
2. TCP Time out and TCP Close Wait options need to be set to 660 seconds if applicable in the firewall.
3. Set the 8x8 GTM on the phones or the phone VLAN. Do not set the GTM on the data network.
   1. GTM 1: 8.28.0.9
   2. GTM 2: 192.84.18.11
4. Update device firmware to 5.9.4.3247 with, this can be done by creating a case with 8x8 Support.
5. If the issue persists, disable SRTP on all phones. See Enabling and Disabling SRTP in Admin Console.

 Cause

• Poly VVX handset
• Poly Soundpoint IP
• Yealink handset
• Cisco 7x and 8x Series handset
• Panasonic DECT wireless handset
• 8x8 softphone clients

Common Causes of Registration Issues

TCP Connection

Geo-Routing Issues

Firmware

TCP Socket Has Been Reset or Closed

Identifying SRTP-Enabled Lines in 8x8 Admin Console

1. Navigate to a user extension inside of 8x8 Admin Console.
2. Click "Voice basic settings" on the left sidebar.
3. The "Enable Secure Real-time Protocol" will be blue if the setting is enabled.
   
   

Additional Information 

Symptom

Applies To

• Poly VVX Phones

Resolution

1. Press Home.
2. Select Settings.
3. Select Basic.
4. Select Ring Type.
5. Set the Ring Type.

Cause

Symptom

Applies To

• Poly Phones
• Extensions
• Admin Console

Resolution

Restart the Phone

1. Unplug the phone from the power and ethernet cable.
2. Wait 30 seconds then plug the phone back in.

Update the Configuration of the Phone

1. Press the Home (house) button. 
2. Go to Settings.
3. Go to Basic.
4. Select Update Configuration.

Symptom

Applies To

• VVX Poly Phones

Resolution

1. Make sure that the phone is on the latest firmware version by contacting support.
2. After you have confirmed the latest firmware version and you need to upgrade or downgrade see How to Upgrade or Downgrade Poly Firmware.
3. If the phones are already on the latest firmware or if upgrading it did not work, try to manually factory reset the phone.

Cause

Symptom

Applies To

• Admin Console
• Poly Phones
• Sidecar or Expansion Module

Resolution

Cause

Objective

Applies To

• Poly SoundPoint IP Phones

Procedure

To Restart or Reboot

• IP 335: 2, 4, 5, 6
• IP 550, 560, and 670: First and third Line Keys, Directories, Applications
• IP 4000 and 6000: 4, 6, Soft Key 2
• IP 5000: 2, 4, Soft Key 2
• IP 7000: 2, 5, Up and Down Arrows

If You Know Your Phone's Administrator Password

1. Power cycle the phone.
2. Press the Cancel soft key during the boot process.
3. During the countdown, press and hold the following dial pad keys simultaneously until the password prompt appears:
   • IP 335, 560, 5000, and 7000: 1, 3, 5, 7
   • IP 550, 670: 4, 6, 8, * (star)
   • IP 4000 and 6000: 6, 8, * (star)
4. Enter the administrator password to initiate the reset. See What is the administrator password for my phone or adapter?
   • Note: For letters in lower case use ( a -> 1A ) * for the period     #  for the  /
5. Press OK.

If You Don't Know Your Administrator Password

1. Power cycle the phone.
2. Press the Cancel soft key during the boot process.
3. During the countdown, press and hold the following dial pad keys simultaneously until the password prompt appears:
   • IP 335, 560, 5000, and 7000: 1, 3, 5, 7
   • IP 550, 670: 4, 6, 8, * (star)
   • IP 4000 and 6000: 6, 8, * (star)
4. Enter the MAC ID of the phone. (The MAC ID/address should be visible on a label on the underside of the phone.)
   • Note: For letters in lower case use ( a -> 1A ) * for the period     #  for the  /
5. Press OK.

How to Perform a Hard Reset

• The phone is on a boot loop and no longer going to the home menu
• The default password or mac password doesn't work
• If it's a 3rd party phone
• The account is already canceled and you cannot access Account Manager or Admin Console to download the extension CSV

1. Reboot the phone and wait for the starting application.
2. While the phone is in the starting application wait for the cancel button to appear then press it.
3. The phone will show a 7 second count down. This is the only open window to press the key combination to go to the hard reset page.
   • VVX series (VVX300, 301, 310, 311, etc): Press and hold 1 3 5 within the 7-second count down until it prompts you to the password page
   • Sound Point IP 335: Press and hold 1 3 5 7 within the 7-second count down until it prompts you to the password page
   • Sound Point IP series (IP550,560,570, etc): Press and hold 4 6 8* within the 7-second count down until it prompts you to the password page
   • Conference Phone IP5000, 6000, 7000: Press and hold 1 3 5 7 within the 7-second count down until it prompts you to the password page
4. Enter the device's MAC ID as the password (e.g 0004f28619dc).
5. Press the 2nd soft key that corresponds to the mode or (encoding) to change it to A->abc or a->abc.
6. Then (for example) to select the letter F, press the 3 key three times.

Video References

• Factory Reset Poly VVX Phones VVX 400, VVX 300

• How To Reset Poly 550 Phone With Unknown Admin Password or 456 Not Working

Objective

Applies To

• Poly Phones

Procedure

1. Press Home/menu.
2. Select Settings. 
3. Navigate to Status.
4. Select Diagnostics > Warnings. 
5. Press Clear Icon.

Additional Information 

 Objective

Applies To

• Poly Phones
• Static IP

Procedure

Before You Begin

1. Find out your phone's password. Poly phones in an unprovisioned, factory default state and NOT running UC4.0+ firmware should be able to utilize 456 or 123. Otherwise, use the MAC password.
2. Next, determine the phone's current IP address and a static IP address (along with subnet and gateway) to assign to the phone. See Determine a Static IP Address to Set on an IP Phone.

Through the Phone's Web GUI

• The phone is plugged into the network.
• The computer is on the same network as the phone.

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
2. Log in as Admin and enter password.
3. Click Settings > Network > Ethernet.
   
   
4. Set DHCP to Disable.
5. Enter all of the following:
   • IP Address 
   • Subnet Mask
   • IP Gateway
6. For DNS Server, enter your Internet Service Provider (ISP's) DNS.
7. For DNS Alt, enter your Internet Service Provider (ISP's) alternate DNS or 208.67.222.222
8. On the bottom right, click Save.

Through The Phone

1. Disable DHCP: 
   1. Go to Menu > Settings > Advanced.
   2. Enter the phone password.
   3. Go to Admin Settings > Network Config > Ethernet Menu (DHCP Client on some phone models).
2. Set static IP:
   1. Go to Menu > Settings > Advanced.
   2. Enter the phone password.
   3. Go to Admin Settings > Network Config.
   4. Set the following:
      • IP address
      • Subnet Mask
      • Gateway
      • DNS 1: Use your Internet Service Provider (ISP's) DNS
      • DNS 2: Use your Internet Service Provider (ISP's) DNS or 208.67.222.222
3. Back out of menus to the home screen.
4. Reboot your phone.

Additional Information

Symptom

Applies To

• Poly Phones

Resolution

1. Obtain the phone's IP address.
2. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
3. Log in as Admin and enter the phone's MAC password.
4. Go to Preferences > Date & Time > Daylight Saving.
5. Change the Start Date to the correct start date of Daylight Saving Time in your region.
6. Save your changes.

Cause

 Symptom

Applies To

• Poly RealPresence Trio 8800

Resolution

1. On a computer on the same network as the phone, browse to the phone’s IP address.
2. Log in as Admin and enter the administrator password.
3. Navigate to Simple Setup.
4. Open the Base Profile section.
5. Select Generic as the Base Profile.
   
   
6. Click Save.
7. Allow the phone several minutes to reboot.
8. When the phone is back online, verify the login screen is gone.
9. Continue on to activate your phone.

Cause

 Symptom

Applies To

• Poly IP Phones

Resolution

1. Confirm that all ports and cabling are functional:
   • Plug the affected phone in to a different Ethernet port.
   • Switch out the Ethernet cable of the affected phone for a different one.
   • Unplug the affected phone, and try a working phone with the same port or cable. 
2. See if you can access phone's web interface (GUI) by typing phone's IP address into a web browser. An inability to access the web GUI is a solid indicator that there is a network problem (such as the phone being on the wrong subnet, which can be confirmed by running ipconfig to compare the phone's IP with a computer's on the same network.)
3. Check firewall settings.
4. If possible, ensure the phones are passing through only one router (a modem/router combo gateway connected to an additional standalone modem is a potentially problematic setup).
5. Disable SPI and SIP-ALG in the router (if able) and reboot the router.
6. Set both primary and secondary DNS on the routers to point to the ISP DNS and/or to also include 8x8 GTMs 8.28.0.9 and 192.84.18.11, then perform a network power cycle.

Cause

• Faulty ports or cabling.
• DNS configuration issues.
• Other problematic network setup issues.

Additional Information 

Question

Applies To

• Poly handsets
• Sidecars

Answer

• Poly VVX 300
• Poly VVX 301
• Poly VVX 310
• Poly VVX 311
• Poly VVX 400
• Poly VVX 401
• Poly VVX 410
• Poly VVX 411
• Poly VVX 450
• Poly VVX 500
• Poly VVX 501
• Poly VVX 600
• Poly VVX 601

Symptom

Applies To

• Poly VVX Series Phones

Resolution

1. Press the Menu/Home Key.
2. Select Settings.
3. Select Advanced.
4. Enter phone Admin Password.
5. Select Administration Settings.
6. Select Web Server Configuration.
7. Set Web Server to Enabled.
8. Select Back then Save Config.
9. After enabling the web server configuration, refresh the browser.
   
   
10. If the issue continues after enabling Web Server Configuration, try adding " https:// " before the IP address. For example https://192.168.1.xx

Cause

Objective

Applies To

• Poly RealPresence Trio 8800, 8500, 8300, C60

Procedure

Check for Device Certificate

1. On the phone, press the Menu key, and scroll to Status.
2. Select Status.
3. Next, select Platform.
4. Select the Phone option.
5. Read the displayed message.
   • If the message says Device Certificate: Installed, your phone is supported on 8x8 service.
   • If the message says Device Certificate: Not Installed, Device Certificate: Invalid, or if there is no device certificate message at all, the phone is not supported on 8x8 service.

Configure the Phone

Allow Web Access

1. On the RealPresence, press Settings.
2. Select Advanced.
3. Enter the Admin Password.
4. Select Administration Settings.
5. Scroll down and select Web Server Configuration.
6. Enable Web Server. Note: Web Config Mode should be HTTPS for added security.
7. Back out and Save.

Reset Phone to Factory Defaults Through the Phone's Web GUI

• The phone is plugged into the network.
• The computer is on the same network as the phone.

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
2. Log in as Admin and enter the phone's MAC password.
   
   
3. Navigate to Utilities > Phone Backup & Restore.
4. Open the Global Settings section.
5. Click Restore to reset the phone to factory default settings.
6. Wait for phone to reboot. Note: After the phone has been reset to factory default settings, the administrator password will have changed to 456.

Reset Phone to Factory Default from the Phone's interface

Manually Provision the Phone into Production

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
2. Log in as admin and enter the password 456.
3. Navigate to Settings > Provisioning Server.
4. For Server Type, select HTTPS.
5. In the Server Address field, enter the 8x8 Poly Provisioning Server address: pccfg.8x8.com/polycomuc/
   
   
6. Click Save.
7. Allow several minutes for the phone to reboot and connect to the 8x8 servers.

Setting a Generic Profile

(Lync Login Pictured)

1. On a computer on the same network as the phone, browse to the phone’s IP address.
2. Log in as Admin and the administrator password.
3. Navigate to Simple Setup.
4. Open Base Profile.
5. Select Generic as the Base Profile.
   
   
6. Click Save.
7. Allow the phone several minutes to reboot.
8. When the phone is back online, verify the login screen is gone.
9. Continue on to activate your phone.

Objective

Applies To

• Poly Phones
• Auto Answer

Procedure

1. On the Poly phone, press the Home button.
2. Navigate to Settings.
3. Select Basic.
4. Select Preferences.
5. Select Auto Answer.
6. Change Auto Answer SIP Calls to Yes.
7. If you want your microphone to be muted on auto answer, change Microphone Muted to Yes.

Objective

Applies To

• 8x8 Work
• Poly
• Provisioning

Procedure

1. On the handset, go to Menu > Settings > Basestation Info to obtain the assigned IP address.
   
   
2. In a web browser on a computer on the same network as the phone, browse to the device's IP address.
3. Enter the Username: admin / Password: admin. (Note: If you have already activated your device with 8x8 services, please be aware that the default password will no longer work as a unique password will be assigned. See Where can I find the administrator password for my phone or adapter in 8x8 Admin Console?)
4. 
5. Go to System Management > Auto Provisioning.
   
   
6. In the ITSP Provisioning section, uncheck the Default box for ConfigURL and enter Value or copy and paste the following Provisioning link:

https://obicfg.8x8.com/polydect/server.cfg;https://obicfg.8x8.com/polydect/${mac}.cfg;https://obicfg.8x8.com/polydect/${mac}-cust.cfg

7. Select Submit.
8. Allow the device to reboot and connect to the 8x8 servers.

Additional Information

Objective

Applies To

• Poly phones

Procedure

Obtain the Phone's IP Address

1. From Home/Menu, select Settings.
2. Select Status.
3. Select Network
4. Select TCP/IP Parameters.

Access the Phone's Web GUI

• The phone is plugged into the network.
• The computer is on the same network as the phone.

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
2. Log in as Admin and enter the phone's MAC password.
3. Go to Utilities and select Soft key configuration from the drop-down.
   
   
4. This list displays soft keys that currently display on the phone. You can change the order of the soft keys on the phone. A soft key that displays at the top of the Active Soft Keys list is at the left-most position on the phone. Click the up arrow to move a soft key to the left, and click the down arrow to move a soft key to the right.
   
   

Additional Information

Objective

Applies To

• Poly headsets
• Poly phones

Procedure

Enable Headset Memory Mode on Poly Phones

1. Press the Menu button.
2. Go to Settings.
3. Select Basic.
4. Select Preferences.
5. Select Headset.
6. Select Headset Memory Mode.
7. Select the box next to Enabled.

Enable EHS for Poly Headsets on Poly Phones

1. Press the Menu button.
2. Go to Settings.
3. Select Basic.
4. Select Preferences.
5. Select Headset.
6. Select Electronic Hookswitch.
7. Select Yes at the prompt to reboot your phone.

Objective

Applies To

• Poly Desk Phones

Procedure

Objective

Applies To

• Poly RealPresence
• Trio Visual+

Procedure

1. Connect the Logitech Webcam C930e (part of the Collaboration Kit) to the Trio Visual+.
2. Connect an HDMI cable from the Trio Visual+ to a monitor or TV.
3. Connect the Power Kit to the Trio Visual+ (PoE/PoE+ is also supported).
4. Once the Trio Visual+ gets an IP Address, the monitor or TV should display instructions on pairing the Trio Visual+ to the Trio 8800.
   
   
5. Tap the Pair button on the Trio Visual+.
6. On Trio 8800 Speakerphone, go to Settings > Advanced > (enter MAC Password) > Network Devices.
7. Under Available Devices, tap the Trio Visual+ named FEO3AE.
8. To complete the pairing, tap the Pair button again on the Trio Visual+.
9. If pairing is successful, a video should appear on the monitor or TV.
   
   

Objective

Applies To

• Poly VVX Desk Phones

Procedure

VVX 100/200/300/400 Models

Directory

1. Go the main menu of the Poly device by pressing the home button.
2. From the options select Directories.
3. Go to Recent Calls.
4. This will give you a list of all the types of calls, this list can be filtered.
   • To filter select type from along the bottom and this will give you a list to pick from, upon selecting it will filter the list.

Directional Pad

1. From the physical interface of the phone, you will see a directional pad with a button in the middle.
2. By selecting, the below directions will display the types of calls.
   • Left - Received Calls
   • Right - Placed Calls
   • Down - Missed Calls
3. To return to the main screen from any of the list press left on the directional pad.

Callers Shortcut

• If not on, view Select More to give you further options.
• This will only give you a list of received calls.

VVX 500/600 Models

Clock

Directory & Directory Shortcut

Callers Shortcut

Additional Information

Objective

Applies To

• Off Hours
• Power Saving
• Poly VVX Phones

Procedure

1. Select Settings > Basic > Power Saving > Office Hours > Start Hour.
   • Note: On VVX 1500 phones, select Menu > Settings > Basic > Power Saving > Office Hours > Start Hour.
2. From the Start Hour screen, select a day of the week.
3. Enter a start time using the 24-hour clock. You can enter a start time from 0 to 23. (i.e., 5:00 p.m. will be entered as 17).
4. Select Save.
5. From the Office Hours screen, select Duration.
6. From the Duration screen, select a day of the week.
7. Enter a duration of 0 to 12 hours per day.
8. Select Save.

Additional Information

Objective

Applies To

• Poly VVX 150
• Poly VVX 201
• Poly VVX 250
• Poly VVX 300
• Poly VVX 301
• Poly VVX 310
• Poly VVX 350
• Poly VVX 311
• Poly VVX 400
• Poly VVX 450
• Poly VVX 410
• Poly VVX 411
• Poly SoundStation IP 6000

Procedure

Poly VVX Series

1. Press More on the home screen.
2. Press DND to enable or disable DND.
3. The status of the phone will change in the top right-hand corner of the home screen.

Poly SoundStation IP 6000

1. Press Menu and then select Features.
2. If Do Not Disturb is not highlighted, scroll to it and select it. 
3. When you enable Do Not Disturb, a flashing X displays at the top left of the screen.
4. If you enabled Do Not Disturb, the idle screen displays Do Not Disturb and flashing icons next to the directory number.

Objective

Applies To

• Admin Console
• Power Keys

Poly Edge E400/E450 Line Key Availability

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon) to the right of a user that has a Poly Edge E400/E450 activated on their account.
4. Under Voice Basic Settings, to the right of Device Model, click Line Key Configuration.
5. Notice the Poly Edge E400/E450 have 20 line key slots available.
   
   

Poly Edge E400/E450 Line Key Order

1. Lines 1-8 are located on the top main screen.
2. Lines 9-14 are located on the first page of the bottom right screen.
3. Lines 15-20 are located on the second page of the bottom right screen.
   
   

Additional Information

Symptom

Applies To

• Poly devices
• Voicemail
• Call forwarding 

Resolution

Check if DND is Enabled or Disabled

VVX Series (Color Screen)

1. Press Home.
2. Navigate to the DND icon. Make sure that it is disabled.
   • If the DND icon with the minus sign is BLACK then its Disabled.
     
     
   • If the DND icon with the minus sign is RED then its Enabled.
     
     

VVX Series (Black and White)

1. Press Home.
2. Navigate to the DND icon.
   • If the DND icon with the minus sign is NOT HIGHLIGHTED then it is Disabled.
     
     
   • If the DND icon with the minus sign is HIGHLIGHTED then it is Enabled.
     
     

Check for Forwarding Rules

1. Press Home.  
2. Press Forward.
   
   
3. Check the following settings and make sure they are all are set to Disabled.
   • Always 
   • No Answer 
   • Busy 
4. Make a test call. 

Further Troubleshooting

1. Dial *79 on the device. 
2. The Do not Disturb is disabled message should be heard.
3. Make a test call. 

Cause

Symptom

Applies To

• Poly VVX series

Resolution

1. Verify that the volume is turned on by pressing the volume up + button on the bottom of the phone.
2. Verify the ringtone is not silent. From Home, Select Settings > Basic > Ring Type then set the ringtone to any option other than silent.
3. Verify the Audible Ringer is Speaker then from Home, Select Settings > Basic > Preferences > Audible Ringer and set the option to Speaker.
4. If this solution does not work, factory reset the device.

Cause

Objective

Applies To

• Poly Devices

Procedure

Note: Before attempting to edit configuration, test to make sure that the audio problems are not on the receiving device's end. Be sure to carefully follow each step as outlined below.

Gather Phone Login Information

• Phone IP address
• Admin password

Access GUI and Modify Configuration

1. Using your phone's IP address and admin password, log in to the phone's web interface (GUI) from a browser on a computer on the same network as the phone.
2. Click Utilities > Import & Export Configuration.
3. Click to expand the Export Configuration section.
4. Ensure that All Configuration (except Device Settings) is selected from the drop-down.
5. Click Export.
   
   
6. At prompt, save the file to your computer.
7. Locate the file Export_all.cfg in your computer.
8. Right-click on the file and open with a text editor (e.g. Notepad) on your computer.
9. Add the following script on a new line at the very end, just before the /> :
   voice.gain.tx.analog.handset="12"

Note: "12" is the loudest value; the lowest is "-36." Values adjustable in increments of 3.

10. Save the file (do not rename).
11. Back in the phone web GUI, click Import.
12. Follow the prompts to select and upload Export_all.cfg.
13. Wait for the phone to auto-reboot. Changes will now take effect.

Example Configuration File

bg.hiRes.color.selection="3,1"
bg.hiRes.gray.selection="3,1"
bg.medRes.gray.selection="3,1"
call.directedCallPickupMethod="legacy"
call.directedCallPickupString="*66"
call.lastCallReturnString="lcr"
call.offeringTimeOut="0"
call.ringBackTimeOut="0"
call.stickyAutoLineSeize="1"
device.auth.localAdminPassword="--------"
device.auth.localAdminPassword.set="1"
device.set="1"
dialplan.applyToTelUriDial="0"
dialplan.digitmap="[2-9]11|1[2-9]xxxxxxxxx|91[2-9]xxxxxxxxx|x.T"
dialplan.digitmap.timeOut="4|4|4|4"
dir.corp.address="ldaps://pccfg.8x8.com:636"
dir.corp.baseDN="dc=8x8,dc=8x8,dc=com"
dir.corp.password="secret"
dir.corp.port="636"
dir.corp.transport="TLS"
dir.corp.user="cn=Manager,dc=8x8,dc=com"
dir.corp.vlv.allow="1"
dir.corp.vlv.sortOrder="sn givenName telephoneNumber"
feature.corporateDirectory.enabled="1"
feature.enhancedFeatureKeys.enabled="1"
feature.lastCallReturn.enabled="1"
feature.urlDialing.enabled="0"
mb.main.home="https://pcmb.8x8.com/vo-pro-php/?user=----------"
msg.bypassInstantMessage="1"
np.normal.ringing.toneVolume.chassis="-48"
ptt.pageMode.enable="1"
qos.ip.callControl.dscp="AF31"
se.pat.ringer.ringer15.name="LoudRing"
se.pat.ringer.ringer16.name="Warble"
se.rt.custom1.name="Silent"
se.rt.custom1.ringer="ringer1"
se.rt.custom10.name="Beeble"
se.rt.custom10.ringer="ringer10"
se.rt.custom11.name="Triplet"
se.rt.custom11.ringer="ringer11"
se.rt.custom12.name="Ringback-style"
se.rt.custom12.ringer="ringer12"
se.rt.custom13.name="Low Trill Precedence"
se.rt.custom13.ringer="ringer13"
se.rt.custom14.name="Ring Splash"
se.rt.custom14.ringer="ringer14"
se.rt.custom15.name="LoudRing"
se.rt.custom15.ringer="ringer15"
se.rt.custom16.name="Warble"
se.rt.custom16.ringer="ringer16"
se.rt.custom2.name="Low Trill"
se.rt.custom2.ringer="ringer2"
se.rt.custom3.name="Low Double Trill"
se.rt.custom3.ringer="ringer3"
se.rt.custom4.name="Medium Trill"
se.rt.custom4.ringer="ringer4"
se.rt.custom5.name="Medium Double Trill"
se.rt.custom5.ringer="ringer5"
se.rt.custom6.name="High Trill"
se.rt.custom6.ringer="ringer6"
se.rt.custom7.name="High Double Trill"
se.rt.custom7.ringer="ringer7"
se.rt.custom8.name="Highest Trill"
se.rt.custom8.ringer="ringer8"
se.rt.custom9.name="Highest Double Trill"
se.rt.custom9.ringer="ringer9"
softkey.feature.buddies="0"
softkey.feature.callers="1"
tcpIpApp.sntp.address="pool.ntp.org"
tcpIpApp.sntp.gmtOffset="-28800"
tcpIpApp.sntp.gmtOffset.overrideDHCP="1"
tone.dtmf.rfc2833Payload="101"
up.screenCapture.enabled="1"
voice.qualityMonitoring.collector.enable.session="1"
voice.qualityMonitoring.rtcpxr.enable="1"
voice.volume.persist.handset="1"
voice.volume.persist.headset="1"
voIpProt.SIP.dialog.usePvalue="1"
voIpProt.SIP.dtmfViaSignaling.rfc2976="1"
voIpProt.SIP.header.warning.codes.accept="329"
voIpProt.SIP.header.warning.enable="1"
voIpProt.SIP.outboundProxy.address="pcsbc.packet8.net"
voIpProt.SIP.outboundProxy.port="5199"
voIpProt.SIP.sendCompactHdrs="1"
voIpProt.SIP.specialEvent.checkSync.alwaysReboot="1"
voIpProt.SIP.strictLineSeize="1"
voIpProt.SIP.use486forReject="1"
bg.hiRes.color.bm.1.em.name="8x8EM.jpg"
bg.hiRes.color.bm.1.name="8x8.jpg"
bg.hiRes.gray.bm.1.em.name="8x8EM.jpg"
bg.hiRes.gray.bm.1.name="8x8.jpg"
bg.medRes.gray.bm.1.name="8x8256x116.jpg"
bg.VVX_1500.color.bm.1.name="8x8vvx.jpg"
dir.corp.attribute.1.label="Last Name"
dir.corp.attribute.2.label="First Name"
dir.corp.attribute.3.label="Phone Number"
dir.corp.attribute.1.name="sn"
dir.corp.attribute.2.name="givenName"
dir.corp.attribute.3.name="telephoneNumber"
dir.corp.attribute.1.searchable="1"
dir.corp.attribute.2.searchable="1"
dir.corp.attribute.3.searchable="1"
dir.corp.attribute.1.sticky="1"
dir.corp.attribute.2.sticky="1"
dir.corp.attribute.2.type="first_name"
dir.corp.attribute.3.type="phone_number"
efk.efklist.1.action.string="$Chold$460"
efk.efklist.2.action.string="$P1N26$$Trefer$"
efk.efklist.3.action.string="$Chold$594"
efk.efklist.4.action.string="*64$P2N12$"
efk.efklist.5.action.string="*0"
efk.efklist.6.action.string="$FLastCallReturn$"
efk.efklist.1.label="Call Park"
efk.efklist.2.label="Blind XFer"
efk.efklist.3.label="xfrVM"
efk.efklist.4.label="InterCom"
efk.efklist.5.label="Record"
efk.efklist.6.label="LCR"
efk.efklist.1.mname="callpark"
efk.efklist.2.mname="blindxfer"
efk.efklist.3.mname="xfer2vm"
efk.efklist.4.mname="intercom"
efk.efklist.5.mname="record"
efk.efklist.6.mname="lcr"
efk.efklist.1.status="1"
efk.efklist.2.status="1"
efk.efklist.3.status="1"
efk.efklist.4.status="1"
efk.efklist.5.status="1"
efk.efklist.6.status="1"
efk.efkprompt.1.label="Blind transfer to:"
efk.efkprompt.2.label="Extension:"
efk.efkprompt.1.status="1"
efk.efkprompt.2.status="1"
efk.efkprompt.1.type="numeric"
efk.efkprompt.2.type="numeric"
msg.mwi.1.callBack="555"
msg.mwi.2.callBack="555"
msg.mwi.3.callBack="555"
msg.mwi.4.callBack="555"
msg.mwi.5.callBack="555"
msg.mwi.6.callBack="555"
msg.mwi.1.callBackMode="contact"
msg.mwi.2.callBackMode="contact"
msg.mwi.3.callBackMode="contact"
msg.mwi.4.callBackMode="contact"
msg.mwi.5.callBackMode="contact"
msg.mwi.6.callBackMode="contact"
ptt.pageMode.group.1.allowTransmit="0"
ptt.pageMode.group.1.available="0"
ptt.pageMode.group.24.label="Priority"
ptt.pageMode.group.25.label="Emergency"
ptt.pageMode.group.1.subscribed="0"
reg.1.address="0455346587"
reg.1.auth.password="macXOfQXls"
reg.1.auth.userId="0455346587"
reg.1.displayName="Ali Balkhi"
reg.1.label="1818 Ali"
reg.1.lineKeys="2"
saf.2="LoudRing.wav"
saf.3="Warble.wav"
se.pat.misc.messageWaiting.inst.1.type="silence"
se.pat.misc.messageWaiting.inst.2.type="silence"
se.pat.misc.messageWaiting.inst.3.type="silence"
softkey.1.action="!callpark"
softkey.2.action="!blindxfer"
softkey.3.action="!intercom"
softkey.4.action="*69"
softkey.5.action="555"
softkey.6.action="!xfer2vm"
softkey.7.action="!record"
softkey.8.action="556"
softkey.1.enable="1"
softkey.2.enable="1"
softkey.3.enable="1"
softkey.4.enable="1"
softkey.5.enable="1"
softkey.6.enable="1"
softkey.7.enable="1"
softkey.8.enable="1"
softkey.1.label="Park"
softkey.2.label="BlindXfer"
softkey.3.label="InterCom"
softkey.4.label="LCR"
softkey.5.label="VoiceMail"
softkey.6.label="xfrVM"
softkey.7.label="CallRecord"
softkey.8.label="ConfServ"
softkey.1.use.active="1"
softkey.2.use.active="1"
softkey.6.use.active="1"
softkey.7.use.active="1"
softkey.3.use.dialtone="1"
softkey.4.use.dialtone="1"
softkey.5.use.dialtone="1"
softkey.8.use.dialtone="1"
softkey.3.use.idle="1"
softkey.4.use.idle="1"
softkey.5.use.idle="1"
softkey.8.use.idle="1"
voice.qualityMonitoring.collector.server.1.address="cq.8x8.com"
voice.qualityMonitoring.collector.server.1.port="5960"
voIpProt.server.1.address="8x8.com"
voIpProt.server.1.expires="300"
voIpProt.server.1.port="5199"
voIpProt.SIP.alertInfo.1.class="ringAnswerMute"
voIpProt.SIP.alertInfo.2.class="custom2"
voIpProt.SIP.alertInfo.3.class="custom3"
voIpProt.SIP.alertInfo.4.class="custom4"
voIpProt.SIP.alertInfo.5.class="custom5"
voIpProt.SIP.alertInfo.6.class="custom6"
voIpProt.SIP.alertInfo.7.class="custom7"
voIpProt.SIP.alertInfo.8.class="custom8"
voIpProt.SIP.alertInfo.9.class="custom9"
voIpProt.SIP.alertInfo.10.class="custom10"
voIpProt.SIP.alertInfo.11.class="custom11"
voIpProt.SIP.alertInfo.12.class="custom12"
voIpProt.SIP.alertInfo.13.class="custom13"
voIpProt.SIP.alertInfo.14.class="custom14"
voIpProt.SIP.alertInfo.15.class="custom15"
voIpProt.SIP.alertInfo.16.class="custom16"
voIpProt.SIP.alertInfo.17.class="custom1"
voIpProt.SIP.alertInfo.18.class="custom3"
voIpProt.SIP.alertInfo.1.value="alert-autoanswer"
voIpProt.SIP.alertInfo.2.value="lowtrill"
voIpProt.SIP.alertInfo.3.value="lowdoubletrill"
voIpProt.SIP.alertInfo.4.value="mediumtrill"
voIpProt.SIP.alertInfo.5.value="mediumdoubletrill"
voIpProt.SIP.alertInfo.6.value="hightrill"
voIpProt.SIP.alertInfo.7.value="highdoubletrill"
voIpProt.SIP.alertInfo.8.value="highesttrill"
voIpProt.SIP.alertInfo.9.value="highestdoubletrill"
voIpProt.SIP.alertInfo.10.value="beeble"
voIpProt.SIP.alertInfo.11.value="triplet"
voIpProt.SIP.alertInfo.12.value="ringbackstyle"
voIpProt.SIP.alertInfo.13.value="lowtrillprecedence"
voIpProt.SIP.alertInfo.14.value="ringsplash"
voIpProt.SIP.alertInfo.15.value="loudring"
voIpProt.SIP.alertInfo.16.value="warble"
voIpProt.SIP.alertInfo.17.value="silent"
voIpProt.SIP.alertInfo.18.value="internal"
voice.gain.rx.analog.headset.sidetone="-24"
voice.gain.tx.analog.handset="12"
/>

Objective

Applies To

• Poly VVX Sidecars

Procedure

• VVX 300,301,310,311
• VVX 400,401,410,411
• VVX 500,501
• VVX 600,601
• VVX 450 (with the mention that VVX 450 will use Poly VVX EM50 sidecars.)

Connect Your Sidecar

Note: The following instructions are also available directly from Poly.

1. Connect the base stand to your Sidecar at the same angle as your phone’s stand.
2. Position the phone and Sidecar next to each other on a flat, level surface, as close together as you can.
   
   
3. Locate the holes for the thumb screws (between the top-most and middle stand slot).
4. Hold the metal bracket so that the four tabs face away from you, and the arrow on the back of the bracket points up.
5. Position the holes in the metal bracket over the thumb screw holes. The four tabs on the bracket fit in the top-most and middle stand slots.
   
   
6. Insert the thumb screws in the holes, and tighten using your fingers.
7. Turn the phone and Sidecar upside down on the table.
8. Insert the cable connector between the AUX port on the phone, and the AUX 1 port on the Sidecar, then thread the cable through the cable grooves on the Sidecar and phone. If the phone is connected to the network, the Sidecar will automatically power on and start up.
   
   
9. To connect another Sidecar, attach another cable connector between the AUX 2 port on the first Sidecar and the AUX 1 port on the second Sidecar. (You can connect a maximum of three Sidecars to one phone.)
   
   

Configure Your Sidecar

Objective

Applies To

• Poly Edge E Series

Procedure

1. Log in to Admin Console.
2. Select Users.
3. To the right of the desired user, select Edit.
4. Go to Voice Basic Settings > Line Key Configuration.
5. Save your changes.
   
   

Additional Information

Symptom

• The display on the phone is blank /no lights are on.
• The phone doesn't seem like its getting any power, and won't turn on.

Applies To

• Poly VVX Deskphone Models (VVX 101 - VVX 601)

Resolution

1. Confirm that there is no outage.
   • Check to make sure that no other phones in the office are affected.
2. Make sure that the phones are connected to an Ethernet/LAN cable, and connected to the right port on the phone making sure that the connections are secure and not loose.
3. Try connecting one of the affected phones to a known working location (where a working phone is connected) to see if you get the same outcome.

Power Over Ethernet (PoE)

1. Ensure that your network is utilizing PoE (i.e. the phone receives power over the network cable from your Switch, some switches do not facilitate this).
2. Speak with your local IT team, for hardware checks on the switch.

Power Adapter

1. Check if you have plugged in the adapter to a power supply and is turned on.
2. Connect the power adapter at a different location.
3. Try connecting another device to the power adapter. If this works, the phone might be defective.
4. Try using another spare power adapter which is connected to the working phone. If this works, the issue is with the power adapter.

Cause

Symptom

Applies To

• Poly VVX models VVX 101 - VVX 601

Resolution

1. Turn on the loudspeaker button on your phone, and check if you could hear the dial tone. If yes, it indicates that the handset (receiver) or curly cables might be defective. 
2. Try swapping the handset with another handset connected to a working phone.
3. Try swapping different curly cables connecting your desk phone and the receiver. Doing this helps you to identify if the issue is with the curly cable or the handset itself.

1. Connecting the phone to a different location.
2. Try using different ports and Ethernet cables.
3. If the issue still persists even after the above steps, create a case with 8x8 Support.

Cause

Objective

Applies To

• Poly VVX Phones

Procedure

1. Find the IP address for the phone.
   1. From Home/Menu select Settings.
   2. Select Status.
   3. Select Network.
   4. Select TCP/IP Parameters.
   5. Note the IP address displayed here.
2. Log in to the web interface.
   1. Enter the ip address on a web browser preceded by https:// (e.g. https://192.168.1.10).
   2. Use the login credentials (admin - MAC password).
3. Perform the factory reset: Navigate to Utilities > Phone Backup and Restore > Global Settings > Restore.

Symptom

Attention! It is not recommended to use the firmware update drop down inside the Poly WebGUI. If this option is used, the phone will no longer receive updates from 8x8 without using the "Clear Upgrade Server" option.

Applies To

• SoundPoint IP 5000, 6000, and 7000

Resolution

Manually Update Firmware

1. Find and note your phone's IP address.
2. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
3. Log in as admin and enter the phone password as 456.
4. Navigate to Settings > Provisioning Server.
5. From the Server Type drop-down, select HTTP.
6. In the Server Address field, enter the appropriate Provisioning Server address:
   • SoundPoint IP: voipt2.polycom.com/4015
   • Expand DHCP Menu, change Boot Server to Static.
7. Click Save.
8. Move on to the next section to manually provision your phone.

Tip: You can also update the firmware through the phone's Web GUI. In the Web GUI, go to Utilities > Software Upgrade. Click Check for Updates, then select 4.0.10.0689 and install it. Once the phone restarts, it will give the activation prompt.

Manually Provision Phone

1. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
2. Log in as admin and enter the phone password as 456.
3. Navigate to Settings > Provisioning Server.
4. From the Server Type drop-down, select HTTPS.
5. In the Server Address field, enter the 8x8 Poly Provisioning Server address: pccfg.8x8.com/polycomuc/.

Cause

Objective

Applies To

• Poly Phones

Procedure

Warm Transfer

1. While on a call, press the Transfer key.
2. Enter the desired extension number.
3. Wait for them to answer, speak to them, and give details to make sure the call is answered.
4. Hang up/Transfer.

Tip: It is always a good practice while doing a warm transfer always talk to the end user or stay on that call for minimum 10 seconds and then hit the transfer button if you just press transfer and then transfer again calls may get lost or call may even drop.

Blind Transfer

Method 1

1. While on a call, press Transfer.
2. Press Blind.
3. Enter the desired extension number.
4. Hit Send.

Method 2

1. While on a call, press More twice.
2. Press BlindTrfer.
3. Enter the desired extension number.
4. Press Send.

Transfer to Voicemail

1. While on a call, press More twice.
2. Press xfrVM.
3. Enter the desired extension number.
4. Press Send.

Additional Information

Objective

Applies To

• Poly VVX 400/410 Devices

Procedure

Access the Favorites List

1. Press the up arrow hard key, or press Home > Directories > Favorites.

Make a Call from the Favorites List

1. Access the Favorites list.
2. Highlight and select the contact you wish to call.
3. Press the Dial soft key.

Assign Contact as a Favorite

1. Press Home > Setting > Directory.
2. Select a contact.
3. Press More > Add to Favorites. A screen asking Add to favorites with an index of [number]? displays:
   • To add the contact with the chosen index number, select Yes.
   • To enter a different index number for your contact, select Edit Index. (You can enter a number up to 500.)
4. Press Save.

Reorder Favorites

1. From Contact Directory, select the contact and press Edit.
2. Select Favorite Index, and enter a new favorite index number.
3. Press Save.

Remove Contact from the Favorites List

1. From Contact Directory, select the contact and press Edit.
2. Select Favorite Index and delete the contact’s favorite index number.
3. Press Save.

Objective

Applies To

• Desk Phones

Procedure

Additional Information

Objective

Applies To

• Poly VVX Phone

Procedure

1. Press the Menu key and select Directories.
   
   
2. Select Contact Directory.
   
   
3. Select + or Add Softkey.
   
   
4. ​Add at least a First Name or Last Name and a Contact Number.
   
   
5. The Favorite Index decides if the Number is displayed on a free key on the main idle screen and the order of the Speed Dial Entry. Not adding a Speed Dial Favorite Index will not display the Number on the Idle screen.
   
   
6. The newly added Speed Dial is shown in the Directory once saved.
   
7. The newly added Speed Dial is shown on the Phone Idle screen if a Favorite Index was used.
   
   

Objective

Applies To

• Poly VVX Phones

Procedure

Ring Type for All Calls

1. Press the Home key.
2. Go to Settings.
3. Go to basic.
4. Go to Ring Type.
5. Select desired Ring Type.
6. Select back.

Ring Type for Contact

1. Press the Home key.
2. Go to Directories.
3. Go to Contacts.
4. Select a contact.
5. From the Contact Information screen, select Edit or tap.
6. From the edit contact screen, select Ring Type and select a ringtone.
7. Select Play to hear the ringtone.
8. Select Save.

Additional Information

Objective

Applies To

• Poly Desk Phones
• Contacts

Procedure

1. Press the Home button on the Poly device.
2. Go to Directories > Ok.
3. Select Recent Calls.
4. Out of this list, highlight a random entry of the CALL LIST.
5. Press INFO > SAVE.
6. Save again.

Additional Information

Objective

Applies To

• Poly VVX 500
• Call Forwarding

Procedure

Note: It is highly recommended you set up forwarding for your extension via 8x8 Admin Console or 8x8 Work for Desktop.

Enable Local Call Forwarding on Phone (Not Recommended)

Note: Any forwarding rules set on the phone itself have the potential to be lost in the event of a hardware reset, as well as conflict with rules set in 8x8 Work applications.

1. From Home view, tap Settings > Features > Forward.
2. Tap the forwarding type to enable.
3. Type a forwarding number.
4. Tap Enable.

Time Saver: From the Lines view, tap Forward. Then tap the forwarding type to enable or disable. (To see Lines view, from Home view, press the Home button once.)

Disable Local Call Forwarding on Phone

1. From Home view, tap Settings > Features > Forward.
2. Tap the forwarding type to disable.
3. Tap Disable.

Time Saver: From the Lines view, tap Forward. Then tap the forwarding type to enable or disable. (To see Lines view, from Home view, press the Home button once.)

Forward Incoming Calls on a Per-Call Basis

1. As the phone rings, tap Forward.
2. Enter the forwarding number.
3. Tap Forward again.

Objective

Applies To

• Poly VVX 300/310 Devices 

Procedure

Note: This product has reached end of life and may no longer be suppored by 8x8.

Accessing the Favorites List

Making a Call From the Favorites List

1. Access the Favorites list.
2. Highlight and select the contact you wish to call.
3. Press the Dial soft key.

Assigning a Contact as a Favorite

1. Press Home > Setting > Directory.
2. Select a contact.
3. Press More > Add. A screen asking Add to favorites with an index of [number]? displays:
   • To add the contact with the chosen index number, select Yes.
   • To enter a different index number for your contact, select Edit Index.
4. Press Save.

Reordering Favorites

1. From Contact Directory, select the contact and press Edit.
2. Select Favorite Index, and enter a new favorite index number.
3. Press Save.

Removing a Contact From the Favorites List

1. From Contact Directory, select the contact and press Edit.
2. Select Favorite Index and delete the contact’s favorite index number.
3. Press Save.

Objective

Applies To

• Poly DECT D230 phones

Procedure

Register the Wireless Handset

1. Press and hold the FIND button on the base station for 5 or more seconds until the light flashes.
   
2. On the handset, go to Menu > Settings > Registration.
3. Select Register. (When the handset finds the base station, it asks you to register to it.).
4. Select Yes. (When the registration is successful, a message indicates successful registration).
   
   

Unregister the Wireless Handset

1. On the handset, go to Menu > Settings > Registration.
2. Select Deregister.
3. Select Yes.

Reset the Wireless Handset to Factory Defaults

Resetting to factory defaults will reset all settings to defaults, delete all contacts and call records, and unregister the handset from the base station. Only do this when necessary.

1. On the handset, go to Menu > Settings > Factory Reset.
2. Press OK to confirm.

Symptom

Applies To

• Poly Devices

Resolution

Cause

Additional Information

• If no IP address is showing then the device is not connecting to the network so check connection.
• If IP address is showing, try moving the device to a known working location.
• Try connecting the device to a different network.

Symptom

Applies To

• Non-8x8 Poly VVX Phones

Resolution

Change the Base Profile on the Web GUI

1. Obtain the phone's IP address. See Find the IP Address of a Poly Phone.
2. On a computer on the same network as the phone, open a browser window and navigate to the phone's IP address.
3. Log in as Admin and enter the administrator password.
4. Navigate to Simple Setup.
5. Open the Base Profile section.
6. Select Generic as the Base Profile.
   
   
7. Click Save.
8. Allow the phone several minutes to reboot.
9. When the phone is back online, verify the login screen is gone.
10. Continue on to activate your phone.

Change the Base Profile on the Desk Phone

1. Exit the initial sign-in prompt.
2. Go to Settings > Advanced. Use 456 as your password.
3. Select Administration Settings. 
4. Go to Network Configuration > Base Profile. 
5. Press Edit to change the Base Profile to Generic.
6. Press back, and then select Save Config. Your phone should reboot automatically.

Cause

Objective

Applies To

• Poly Phones
• Voicemail

Procedure

1. While on a call, press the More softkey.
2. Select xferVM.
3. Enter the Extension number.
4. Press #. 

Objective

Applies To

• Poly VVX 400/401/410/411/450

Procedure

1. Press the Home button.
2. Press Directories.
3. Select Contact Directory.
4. Select Add.
5. Fill out the available fields.
6. Select Save.

Symptom

Applies To

• Poly VVX 300 and VVX 400

Resolution

Set LAN Speed to 100FD in Phone Admin Menu

1. On the phone, go to Menu > Settings.
   
   
2. Select Advanced.
   
   
3. Enter password.
   
   
4. Select Administration Settings.
   
   
5. Select Network Configuration > Ethernet Menu.
   
   
6. Scroll down and select LAN Port Mode.
   
   
7. For the Speed Setting, select 100FD (100 mbps Full Duplex).
   
   
8. Go back to the Ethernet Menu and select PC Port Mode.
9. For the Speed Setting, select 100FD.
10. Return to the main menu. You will be prompted to Save the configuration and reboot the phone.

Cause

Note: If the phone gets a DHCP IP address, this is a separate issue.

Objective

Applies To

• SoundPoint IP 550 (213 x 111 pixels)
• SoundPoint IP 670 (213 x 111 pixels)
• VVX 250 (320 x 240 pixels)
• VVX 300/310 (208 x 104 pixels)
• VVX 350 (320 x 240 pixels)
• VVX 400/410 (320 x 240 pixels)
• VVX 450 (480 x 272 pixels)
• VVX 500/510 (320 x 240 pixels)
• VVX 600 (480 x 272 pixels)
• VVX 1500 (800 x 480 pixels)
• Edge E100 (320 × 240 pixels)
• Edge E220 (320 × 240 pixels)
• Edge E300 (320 × 240 pixels)
• Edge E400 (320 × 240 pixels)
• Edge E500 (800 × 480 pixels)

Procedure

VVX 300 Series

1. Navigate to Settings > Basic > Preferences.
2. Select Background and select a background image.

VVX X50, 400, 500, 600 Series and Edge E Series

1. Find your phone’s IP address by navigating to Settings > Status > Platform > Phone.
2. Enter your phone's IP address into the web browser on your computer.
3. Select User and enter your assigned password or the default (456) password.
4. From the menu bar, select Preferences > Background.
5. Click + Add a new background image.
6. There are two methods in which this can be done.
   • PC/Desktop - Choose a file on your local PC
   • URL/File Name - Choose an image from a file path or URL that will be stored on the boot server permanently.

Choosing a File From Your PC

1. Select Choose File.
2. From the opened window navigate to the chosen image and select Open.
3. Click Save.

Using File Path

1. Select Enter URL/File Name > Add your File Path to Phone Image > Add. Note: This option will allow you entering images from your local host server to your phones which will remain permanently.
2. Click Save (Step 3 PC/Desktop).

Getting a URL Link

1. To copy an image from a web page, right-click on the desired image and select Copy image address.
2. Check the last part of URL if it's a JPEP, PNG or any other format if the URL does not appear at the end of the link with .jpeg or .png or any of the formats you will manually need to download the image and upload it to the system.

Note: 8x8 does not host images. Images must be hosted by a public-facing or internal Webserver URL. Be aware of online image copyrights. We do not take responsibility for the use of any copyrighted images.

3. Click Save.

Additional Information

Maximum Image and Logo Size

Recommended Logo Sizes on VVX Business IP Phones

Symptom

Applies To

• Poly SoundStation IP 6000

Resolution

Set the Ethernet Link Rate on the Switch Port

Cause

Objective

Applies To

• Poly Edge E100
• Poly Edge E220
• Poly Edge E300
• Poly Edge E320
• Poly Edge E350
• Poly Edge E400
• Poly Edge E450
• Poly Edge E500
• Poly Edge E550

Procedure

Provisioning on the Physical Phone

1. Click the Home key on the phone.
2. Navigate to Settings > Advanced
3. Enter the Admin Password.
4. Click Administration Settings > Network Configuration
5. Change Server Type to HTTPS and click Ok.
6. Select Provisioning Server.
7. Change the Provisioning Server Address to pccfg.8x8.com/polycomuc/
8. Exit Provisioning Server Menu.
9. Select the SNTP Address.
10. Enter pool.ntp.org and click OK.
11. Select Exit, then select Save Config.
12. Click Back to Settings > Basic > Reboot Phone and click ok.
13. Allow several minutes for the phone to reboot and connect to the 8x8 servers. When rebooting is complete, continue on to activate your phone. See Activate Your Desk Phones in 8x8 Admin Console.

Provisioning through the Web GUI

1. Connect the phone to your local network and power it up.
2. Click the Home Button on the phone.
3. Navigate to Settings > Status > System Information.
4. Locate and take note of the IP Address. You will need this IP address to configure the 8x8 Provisioning Server.

1. In your computer's web browser (on the same local network as your phone), enter the following line into the browser Address bar, using the IP address of the phone:
   • https://[IP ADDRESS]
   • Example: https://192.168.0.10
2. In the Poly Web Configuration Utility login page, select Login As: Admin.
3. Enter the Admin password you have set for the device, and click Submit.
   
   
   
4. In the Settings menu, click Provisioning Server.
   
   
   
5. Click the + to expand the Provisioning Server section.
6. Set Server Type to HTTPS.
7. In Server Address, type or paste the following URL exactly as it is shown, below:
   • pccfg.8x8.com/polycomuc/
8. Click Save, then click Yes to confirm your changes in the popup prompt. The phone should automatically reboot.

IMPORTANT: Your phone may reboot several more times over the next few minutes. If it does this, then your firmware is being updated, and you should not unplug or reboot the phone until it has stopped rebooting for a few minutes.

• Press the Inactive button on the phone's display, and when prompted, enter the activation code provided in the phone user's 8x8 user profile in 8x8 Admin Console. The phone will restart automatically and should come back online momentarily with the phone's extension buttons displayed.
• Or in 8x8 Admin Console:
  1. Find and edit the phone user's 8x8 user profile to which the phone will be assigned (this profile is required, even if the device is to be used as a conference room phone).
  2. Scroll down and click on Voice Basic Settings to expand that section.
  3. In Activate Device by, click Input MAC address and enter the device's 12-character MAC address. The MAC address can be found on a sticker on the underside of the phone, may contain letters and numbers, and is not case-sensitive in Admin Console.
  4. Reboot the phone.

IMPORTANT: When the phone comes back online, the message Software update in progress may appear at the top of the screen, and the Inactive button will appear again. Your phone may remain non-active for 5-10 minutes, and then reboot several times over the next few minutes. If it does this, then your phone's firmware is being updated, and you should not unplug or reboot the phone until it has stopped rebooting for a few minutes.

Restore Factory Default Settings

Factory Reset On The Physical Phone

1. On the phone, press the Home key.
2. Select the Settings option.
3. Select the Advanced option.
4. Enter the admin password for the device and click Enter.
5. Select Administration Settings.
6. Select Restore to Defaults.
7. Select Reset to Factory.
8. On restart, you will be prompted to Set a new Admin Password as detailed in the Phone Setup After Factory Reset Section.

Factory Reset Through The Web GUI

1. In the Poly Web Configuration Utility login page, select Login As: Admin.
2. Enter the Admin password you have set for the device, and click Submit.
3. In the Utilities menu, click Phone backup & Restore.
4. Expand Global Settings and click the Restore Button.
5. Click Yes to restore to Factory Default.
6. On restart, you will be prompted to Set a new Admin Password as detailed in the Phone Setup After Factory Reset Section.
   
   
   

Phone Setup After Factory Reset

1. When the phone restarts, choose English (Internal) on the Language screen and press Next.
2. Accept The Poly License Agreement.
3. Set up a new password (it can be something simple like '123', but CANNOT be '456') and press Enter.
4. Select the time zone (you can just leave it at 'GMT 0' as the time will be set upon activation) and press Ok.
5. Now you can log into the phone again using the new password that was set up.

Objective

Applies To

• Yealink W52P DECT Handset

Procedure

1. When the handset LCD screen prompts “Press base paging 2s then press Reg.,” long press the Wireless button on the base station until the registration LED flashes.
2. Press the OK soft key on the handset.
3. Select Register Handset.
4. Select the desired base and then press the OK soft key. The handset begins searching the base.
5. Press the OK soft key after searching a base successfully.
6. Enter the base PIN (default: 0000), and then press the Done soft key to complete registration.

Objective

Applies To

• Yealink Phones
• Interdigit Timer

Procedure

1. Log in to the Web GUI. Username: admin and Password should be MAC Password.
2. Click Settings > Preferences.
3. Locate Inter Digit Time and adjust the time.
4. Click Confirm.

Objective

Applies To

• Yealink T4X Phones
• Firmware

Procedure

• Check the firmware on the phone by pressing OK.
• Another way to check the version is via the web GUI by obtaining the IP address from the phone or the Client list table from your router.
  • Log in to the phone's IP address (default user/password: admin/admin).
  • Navigate to Status > Status > Firmware Version.
    
    

Update to Recommended Firmware Version

1. Go to Settings > Upgrade > Select and Upgrade Firmware.
2. Click Choose File choose the firmware file saved previously, and press Upgrade.
3. The phone will reboot and update it's firmware, once done proceed to the next step.

Objective

Applies To

• Yealink T53W
• Yealink T54W
• Yealink T57W
• Yealink T58W

Procedure

For Non Touch Screen models (T53W,T54W)

1. Press Menu.
2. Select Settings and press Enter.
3. Select Basic Settings and press Enter.
4. Scroll to Wi-Fi and press Enter.
5. Select Wi-Fi (toggle ON) and press Save.
6. Phone will scan available networks.
7. Scroll to Available networks and press Enter.
8. Select your wifi network and press Connect.
9. Select Password and type in wifi password (‘abc’ softkey will change between numbers and letters).  Press Connect.
10. Selected network will now appear with a checkmark in the list of ‘Available Networks’ showing that the connection was successful.
11. Press Back 4 times then Exit to return to main screen.

Touch Screen (T57W)

1. Select Menu > Basic > Wi-Fi and select the On radio button.
2. Scroll to Available Networks.
3. Select your Wi-Fi network and use virtual keyboard to enter password.
4. Collapse virtual keyboard.
5. Select Ok.
6. Selected network will now appear with a 'Connect Successfully!' message in the list of Available Networks.
7. Press Home to return to the main screen.

Touch Screen (T58W)

1. Select Menu> Basic Settings > Wi-Fi.
2. Toggle Wi-Fi slider to activated position.
3. Select Wi-Fi network from populated list.
4. Enter Wi-Fi password and Connect.
5. Selected network will now appear with a ‘Connected’ message in the list of networks.
6. Press Home to return to the main screen.

Additional Information

• Follow setup instructions for Non Touch Screen (T53W,T54) above once dongle is installed.

• For T43U and T46U follow setup instructions for Non Touch Screen (T53W,T54) above once the dongle is installed.
• For T48U follow setup instructions for Touch Screen (T57W) above once the dongle is installed.

Objective

Applies To

• Yealink W52P & W52H
• Yealink W60P & W56H

Procedure

Factory Reset Yealink W52P (GUI)

1. 1. Log in to the base.
   • For a provisioned base use:
     • username:  admin
     • password:  mac password (See Get Device Information and Passwords in 8x8 Admin Console.)
   • For a factory reset base use:
     • username:  admin
     • password:  admin
2. Navigate to the Phone tab > Upgrade.
3. Click Reset Now.

Factory Reset Yealink W52P (Manually)

1. Power off the unit - if powered by PoE this might mean unplugging the network cable.
2. Wait 15 seconds.
3. Press and hold the connect button on the base station.
4. Reconnect the power.
5. Wait until all 3 status lights are on, showing solid green.
6. Release the button and wait 5 minutes.
7. Power off the unit.
8. Wait 15 seconds.
9. Reconnect the power.
10. Your phone may update its configuration after the reboot which may result in a second reboot process automatically within a minute or two of the first reboot.

Provision Phone into Production

• Manually Provision a Yealink DECT Handset and Base

 Objective

Applies To

• Yealink Desk Phones:
  • T23G
  • T33G
  • T33W
  • T34W
  • T40G
  • T42G
  • T46G
  • T48G
  • T49G
  • T23P
  • T41P
  • T41S
  • T42S
  • T46S
  • T48S
  • T42U
  • T43U
  • T46U
  • T48U
  • T53
  • T53W
  • T54W
  • T57W
  • T58W
     
• Yealink Conference Phones:
  • CP860
  • CP920
  • CP925 
  • CP960
  • CP965
  • CP935W

Procedure

Check for Device Certificate

1. On the phone, press OK.
2. Scroll down and select More.
3. Select Phone.
4. Scroll down to Device Certificate.
5. Read the displayed message.
   • If the message says Device Certificate: Factory Installed, your phone is supported on 8x8 service.
   • If the message says Device Certificate: Not Installed, Device Certificate: Invalid, or if there is no device certificate message at all, then the phone is not supported on 8x8 service.

Configure the Phone

Reset Phone to Factory Defaults Through the Phone's Web GUI

• The phone is plugged into your network.
• The computer is connected to the same network as the phone.

1. Locate the phone's IP address by going to Menu > Status > IPv4 on the phone.
2. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
3. Log in as admin and enter the phone's MAC password.
   
   
4. Navigate to Settings > Upgrade.
   
   
5. Click Reset to Factory Setting.
6. Wait for phone to reboot.
   • Note: After the phone has been reset to factory default settings, the administrator password will have changed to admin.

Manually Provision Phone into Production

1. In a web browser on a computer connected to the same network as the phone, browse to the phone's IP address.
2. Log in as admin and enter the password admin.
3. Navigate to Settings > Auto Provision.
   • For DECT phones: navigate to Phone > Auto Provision
4. In the Server URL field, enter the 8x8 Yealink Provisioning Server address: https://ylcfg.8x8.com/yealink/
   • GUI settings for the Yealink G, P and S range of phones
     
     

• GUI settings for the Yealink U and T5W range of phones.
  
  

5. Select Autoprovision Now.
6. Allow several minutes for the phone to reboot and connect to the 8x8 servers. When rebooting is complete, continue on to activate your phone.

Additional Information

 Objective

• DECT Setup
• Wi-Fi Setup
• Switching Modes
• Factory Reset

Applies To

• Yealink CP935W
• Yealink W70B Base Station
• DECT Configuration
• Wi-Fi Configuration

Procedures

DECT Setup

1. Power up the CP935W unit.
2. At the Select mode screen, select Dect Mode and press OK. The device will reboot.
   
   
3. At the Unregistered prompt, select Reg.
   
   

Pair the CP935W with a Yealink W70B Base Station

Enable Registration Mode on the W70B Base Station

• Long press the Wi-Fi button on the base station until the handset LED flashes.

Register the CP935W to the W70B Base Station

1. After pressing the Reg option on the CP935W, it will search for a base station that is currently in registration mode.
2. After the phone is registered successfully, it will display the prompt Handset Subscribed and Base NO (the last 4 characters of the connected Base’s MAC address).
3. After the phone is initialized successfully, an icon with the internal number and name appears on the phone screen.

Wi-Fi Setup

1. Power up the CP935W unit.
2. At the Select mode screen, select Wi-Fi Mode and press OK. The device will reboot.
3. When the phone is ready, press Cancel at the Searching for Wifi Assistant prompt.
4. Press ...More.
5. Press Basic.
6. Press Wifi.
7. Toggle the Wi-Fi slider to enable it. The phone will scan for available WiFi networks.
8. Select your network security mode and enter your password information.
9. Press Connect.
10. Once the phone is connected, determine the IP address of the phone as follows:
11. Press ...More.
12. Press Status. Make a note of the IP address that is listed.
13. Finally, follow the steps in the following Support article to provision the phone as a regular Yealink phone:
    • Manually Provision a Yealink Desk Phone Using the Web GUI

Switching Modes

1. From the main screen press ...More.
2. Press Basic.
3. Press Select Mode and select the desired mode.
4. Press OK to complete the operation.

Factory Reset

DECT Mode Reset

1. From the main screen press ...More.
2. Press Basic.
3. Press Registration.
4. Press Delete.

WiFi Mode Reset

1. From the phone's main screen, press ...More.
2. Press Status.
3. Press Network.
4. Press IPv4 Status, and make a note of the IP address displayed.

5. In a web browser, navigate to the phone's IP address.
   • For example: https//:192.168.1.20
6. Log in to the web interface using the appropriate credentials:
   • User: admin
   • Password: XXXXXX
     • The password can be found in 8x8 Admin Console, in the Device Admin Password column of Home > Devices > View Device Report.
7. In web interface navigate to Settings > Upgrade.
8. In Reset, click Reset to Factory Settings.
9. Click OK to complete the operation.
   
   

Objective

Applies To

• Yealink W56H
• Yealink W59R
• Yealink W60B
• Yealink W70B
• Yealink W76P
• Yealink W79P

Procedure

Check for Device Certificate

1. On the phone, press OK.
2. Scroll down and select More.
3. Select Phone.
4. Scroll down to Device Certificate.
5. Read the displayed message.
   • If the message says Device Certificate: Factory Installed, your phone is supported on 8x8 service.
   • If the message says Device Certificate: Not Installed, Device Certificate: Invalid, or if there is no device certificate message at all, then the phone is not supported on 8x8 service.

Configure the Phone

Reset Phone to Factory Defaults Through the Phone's Web GUI

• The phone is plugged into your network.
• The computer is connected to the same network as the phone.

1. Locate the phone's IP address by going to Menu > Status > IPv4 on the phone.
2. In a web browser on a computer on the same network as the phone, browse to the phone's IP address.
3. Log in as admin and enter the phone's MAC password.
4. Navigate to Settings > Upgrade.
5. Click Reset to Factory Setting.
6. Wait for phone to reboot. Note: After the phone has been reset to factory default settings, the administrator password will have changed to admin.

Alternative Method: Reset Phone to Factory Defaults Through Phone Menu

1. First, ensure that the handset is paired to the base.
2. From the device menu, go to Home.
3. Select Settings.
4. Select System Settings.
5. You will be prompted to enter a PIN. This can be found in Admin Console under Devices.
6. Select Base Reset.
7. Select Factory Reset.
8. Wait for phone to reboot. Note: After the phone has been reset to factory default settings, the administrator password will have changed to admin.

Manually Provision Phone into Production

1. In a web browser on a computer connected to the same network as the phone, browse to the phone's IP address.
2. Log in as admin and enter the password admin.
3. Navigate to Settings > Auto Provision.
4. In the Server URL field enter https://ylcfg.8x8.com/yealinkdect

• Yealink W70B Base
• Yealink W76P (package combination of both W70B base and W56H handset)
• Yealink W79P (package combination of both W70B base and W59H rugged handset)

• Yealink W52P (package combination of both base and W52H handset)
• Yealink W53P (package combination of both base and W53H handset)

5. Click Autoprovision Now.
6. Allow several minutes for the phone to reboot and connect to the 8x8 servers. When rebooting is complete, continue on to activate your phone.

Assign the DECT device to an Extension in Admin Console

1. In 8x8 Admin Console, navigate to Home > Devices.
2. Check your device inventory to see if you have a supported DECT device. If your DECT Device Model is not currently listed, click +Add device model. 
3. Select the required DECT model base unit and click Add device model.
4. Select the required DECT model handset unit as needed and click Add device model.
   
   
5. Navigate to Home > Users to assign the handset to a user.
6. Locate the user you are assigning a handset to and click the pencil icon at the right to edit their user profile.
7. Scroll down to Voice basic settings > Device model and select the handset from the drop-down menu.
   
   
8. The Base device field appears when you select a handset. A message in red next to the field indicates the device has not been activated.
9. From the Base device drop-down menu, select the corresponding base. Note: As a best practice, click Change Base Name and rename the base unit according to the department, group, or team, so that you can easily locate it later.
10. Select an activation method. You can either activate the device remotely (by applying the MAC address) or send the user the activation code.
11. Click to Save the user profile.
12. Users must plug in their base and handset, and connect the base unit to their ethernet (wired) network. They may need to activate their phones, if not activated remotely, and pair the handset with the base.

Symptom

Applies To

• Yealink W52P GUI January 2019 or newer

Resolution

https://<base_IP>/servlet?p=phone-preference&q=load

https://<base_IP>/servlet?p=phone-upgrade&q=load

Objective

Applies To

• Yealink 23P and T46G devices

Procedure

Provisioning a Yealink T23P Phone

1. On the phone, go to Menu > Settings > Advanced Settings.
   • Use admin or the MAC password when prompted for a password. Change Password mode from abc to 2aB, especially when entering MAC password.
2. Select Reset to Factory. The phone should now reset to factory default settings.
3. Once the phone reboots, go to Menu > Settings > Advanced Settings.
   • Password: admin
4.  Select Auto Provision. Enter the provisioning server address: https://ylcfg.8x8.com/yealink Note: For ":" or "/" enter the * key multiple times.
5. Press Save and click OK to confirm.
6. The phone will auto-restart after 20 seconds, or you can restart the phone manually at any time.
7. If the phone was previously activated, it should come online. If not, move on to the next step and activate the phone.

Activate your phone

1. Enter the Activation Code.
2. The phone will auto-restart after 20 seconds, or you can restart the phone manually at any time.

Provisioning a Yealink T46G Phone

1. Go to Menu > Advanced > Reset & Reboot.
2. Select Reset to Factory.
3. Under Reset Option press Full Reset.
4. Click OK. The phone should now reset to factory default settings.
5. Go to Menu > Advanced once the phone resets.
   • Password: admin
6. Select Auto Provision. Enter the provisioning server address: https://ylcfg.8x8.com/yealink Note: For ":" or "/" enter * key multiple times.
7. Press Save and click OK to confirm.
8. The phone will auto-restart after 20 seconds, or you can restart the phone manually at any time.
9. If the phone was previously Activated, it should come online. If not, move on to the next step and activate the phone.

To activate your phone

1. Enter the activation code.
2. The phone will auto-restart after 20 seconds, or you can restart the phone manually at any time.

Symptom

Applies To

• Yealink Phones

Resolution

Power Cycle The Phone

Further network Troubleshooting

• Swap out the Ethernet cord connecting the phone to the network for a different one (to see if a faulty cord might be the issue).
• Is the phone connected to a wall jack? If so, try connecting it directly to a networking device (router or switch).
• If the phone is connected to a networking device, try plugging it into a different port on the device (to see if a faulty port is the issue).
• If accessible, review the firewall/router settings and be sure to disable the following:
  • SIP-ALG
  • SPI
  • Firewall
• You can also try setting a static IP on the phone, which has been known to help resolve these issues.

Cause

Symptom

Applies To

• Yealink SIP-T41P/G 
• Yealink SIP-T42G 
• Yealink SIP-T46G 
• Yealink SIP-T48G
• Yealink SIP-T41S
• Yealink SIP-T42S
• Yealink SIP-T46S
• Yealink SIP-T48S

Resolution

1. In cases where the phone had been properly working for a long time and is only suddenly afflicted with these error messages, power cycling your network is often able to clear it up.
2. Next, check if the device is on the recommended firmware.
   • Check the firmware of the phone by pressing OK.
   • Confirm the version needed. See Check Firmware Version on Yealink T4x Series. 
   • Another way to check the version is via the web GUI by obtaining the IP address from the phone or the Client list table from your router.
     • Log in to the phone's IP address (default user/password: admin/admin).
     • Navigate to Status > Status > Firmware Version.
       
       
3. If the device is not on the same firmware, either newer or older; flash it to the recommended version.
   • Request to for the correct firmware file, you can confirm the version needed see What is the recommended firmware for 8x8 phones and analog adapters?
   • Next, go to Settings > Upgrade > Select and Upgrade Firmware.
   • Click Choose File choose the firmware file saved previously, and press Upgrade.
   • The phone will reboot and update it's firmware, once done proceed to the next step.
4. Make sure to provision the phone to 8x8 server.
   • Go to Settings > Auto Provision.
   • Enter Server URL: https://ylcfg.8x8.com/yealink/
   • Click Autoprovision Now.
   • The phone will reboot twice and once booted, will have the chance to activate.

• Swap out the Ethernet cord connecting the phone to the network for a different one (to see if a faulty cord might be the issue).
• Is the phone connected to a wall jack? If so, try connecting it directly to a networking device (router or switch).
• If the phone is connected to a networking device, try plugging it into a different port on the device (to see if a faulty port is the issue).
• If accessible, review the firewall/router settings and be sure to disable the following:
  • SIP-ALG
  • SPI
  • Firewall

Cause

• Phone has an incompatible firmware.
• Phone is unable to successfully register a SIP account with our services.

Symptom

Applies To

• Yealink

Resolution

• Ensure that the Ethernet cable is completely plugged into the Internet port on the phone and that the Ethernet cable is not loose.
• Ensure that the switch or hub in your network is operational.
• Contact your system administrator for more information on properly connecting to your network.

Cause

Symptom

Applies To

• Yealink SIP-T23P and SIP-T23G

Resolution

Configure the SNTP Time Server

Configure SNTP From Phone

1. Press Menu > Settings > Basic Settings > Time & Date > SNTP Settings.
2. In the Time Zone field, press 
   
    or
   
   (or the Switch soft key) to select the time zone that applies to your area. (The default time zone is +8.)
   
   
3. When you have found the appropriate time zone, press the down arrow button.
4. For NTP Server1, enter 0.pool.ntp.org, then press the down arrow button.
5. For NTP Server2, enter 1.pool.ntp.org, then press the down arrow button.
6. In the Daylight Saving field, press
   
   or
   
   (or the Switch soft key)  to select the desired value, then press the down arrow button.
7. (Only if Daylight Saving is set to Automatic.) In the Location field, press
   
   or
   
   (or the Switch soft key) to select the desired time zone name, then press the down arrow button.
8. Press the Save soft key to accept the change or the Back soft key to cancel.

Cause

Objective

Applies To

• Yealink phones
• Voicemail

Procedure

1. While on a call, press the More softkey.
2. Select xferVM.
3. Enter the Extension number.
4. Press #. 

Objective

Applies To

• Yealink Desk Phones

Procedure

1. To access the Web GUI, you'll have to find the phone's IP Address by going to the phone's Menu > Status.
2. Open a browser and go to the IP address. You'll be prompted for a username and password. Enter admin as the username. The password can be found in Admin Console.
3. Select Confirm.
4. In the Web GUI, select the Network tab.
5. Select the radio button for Static IP Address.
6. Set the IP address, Subnet Mask, and Gateway.
7. Select the radio button to turn on Static DNS and set to ISP's DNS (Comcast DNS 75.75.75.75, 75.75.76.76).
8. Select Confirm to save settings. You'll be prompted to reboot.
9. Select OK.
   
   

Additional Information

Objective

Applies To

• Yealink W70B Base Station
• Yealink W76P Base Station and Handset
• Yealink W59R Handset
• Yealink W56H Handset

Procedure

Enabling Registration Mode on the W70B Base Station

Long press

on the base station until the handset LED flashes.

Note: If the base station does not identify a DECT phone within 90 seconds, the registration mode will switch off automatically.

Registering a New Handset to a Base Station

1. Press the Reg soft key to register the handset. The handset will now search for a base station in the registration mode.
2. After the handset is registered successfully, the phone prompts Handset Subscribed and Base NO (the last 4 characters of the connected Base’s MAC address).
3. After the handset is initialized successfully, an icon with the internal handset number and handset name appears on the phone screen.

Note: You can also press OK > Register Handset and then select the desired base to register the handset. You need to enter the base PIN (default: 0000) after a base is found.

Objective

Applies To

• Yealink SIP VP-T49G
• SIP-T48G
• SIP-T46G
• SIP-T42G
• SIP-T41P
• SIP-T40P
• SIP-T29G
• SIP-T27P
• SIP-T23G
• SIP-T23P
• SIP-T21(P) E2

Procedure

1. If you know the IP address of the handset, skip this step. Otherwise do one of the following:
   • Press the OK button on the phone. This will show you the IP of that phone. 
   • You can also discover IP addresses via your router.
2.  Enter the IP obtained in step 1 into your web browser, and log in to the phone. The default login for a Yealink phone is admin for the username and the password.
3.  Go to Account > Basic.
4.  Set Missed Call Log to Disabled.
5.  Click Confirm.

Symptom

Applies To

• Yealink Devices

Resolution

1. Press the Menu button.
2. Press 1. This will display the Yealink's IP address.
3. Access the IP Address on a browser.
4. Login to Yealink Phone's GUI (Username: admin and Password should be MAC Password ).
5. Go to Settings > Preferences, modify the values under Inter Digit Time (1~14s) to the desired time. The default is 6 seconds.
   

Cause