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8x8 Support

Poly Phone Shows Wrong Extension Number


Poly phone shows the wrong extension name and number on the screen following a name change on Account Manager or Admin Console.

Applies To

  • All Poly models
  • Extensions
  • Account Manager
  • Admin Console


Restart the Phone

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

This should update the phone's configuration from 8x8.

Update the Configuration of the Phone

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

You may need to restart the phone after this if the configuration does not automatically change. 

After these two steps if the phone is still showing the incorrect extension details then you will need to factory reset and re-provision the phone.

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