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8x8 Support

Outbound Calls Fail on Poly Phones After Manually Applying SIP Credentials


After manually applying SIP credentials to certain Poly devices, any outbound calls will fail.

Applies To

  • Poly Trio Series


This is due to the BFCT codex not being disabled, as this is defaulted to be enabled. When provisioning the phones with 8x8, the configuration will apply the setting to be disabled, whereas applying the SIP credentials does not.

You will need to download the configuration from the Web GUI of the device and apply a line of code in order to resolve the issue.

The device web interface (GUI) allows you to make changes to the phone's settings via a web browser on your computer, which can often be more convenient than on the phone screen itself. You must ensure that:

  • 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 with the following details:
    • Username: Admin 
    • Password: Phones MAC Password
Note-Icon.png Device information and MAC password can be found in 8x8 Admin Console.
  1. Click on Utilities > Import & Export Configuration.
  2. Expand the Export Configuration section. 
    • While All Configuration (except Device Settings) is selected, hit Export
    • Save the resulting file.
  3. Click on the dropdown menu and select Device Settings
    • Hit Export and save the resulting file.
  4. Once you have the file open it up in a text document and add the following to it:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
  <ALL content.bfcp.enabled="0" /> (this is the new line)

  1. Once added save the file and re-upload the configuration file to the affected device.


This is due to the BFCT codex not being disabled.

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