Unable to Unlock 8811's

[Brian Aguilar]

We are trying to re-provision some 8811's that were connected to a BE4000 and have been unable to do so after the factory reset. Below are some details on what we have done with the new provider (RingCentral) to provision the old phones to no result. 

• Factory reset the device.
• Added a test extension for an existing phone to the admin portal and completed the ‘Setup & Provision’ wizard using the devices IP address.
• The wizard completes with the following error: “Sorry, but we can’t provision your phone device.” (From what we see in the browser the connection is refused by the device. However, we can ping it from cmd)
• During troubleshooting with Partner Support we confirmed the device was removed from the Cisco BE4000 cloud interface and ran the provisioning troubleshooting steps again to the same result and have been unable to access the web interface of the handset via browser nor via SSH after the factory resets.
• After the factory resets the device lands on a splash screen on the LCD asking for an activation code or service domain. (Not sure if this is relevant or if something can be input here for manual provisioning?)
• Firmware on the device is sip88xx.12-5-1SR2-2

Any help from the community would be much appreciated. 

[Jaime Valencia · Accepted solution]

The BE4000 was a front end for CME, so the devices are running enterprise FW which is meant to work with Cisco call control.

The FW version you mention confirms the same, that is enterprise FW.

Any option that you see on the device for registration or activation code, is ONLY going to work for Cisco call control, not any other 3rd party PBX.

Your options are:

A) Go to upgrade.cisco.com and review the process to go from enterprise FW to 3PCC/MPP which is meant for 3rd Party Call Control, then you will get a configuration GUI on the device, and I'm guessing that's the kind of devices RingCentral is expecting you to use with the wizard you mention, notice, there might be associated costs with the migration.

B) Keep using the enterprise FW and then review the hundreds of posts that you can find at CSC and over the internet on how to configure a Cisco device with enterprise FW to be used with a 3rd party PBX, you'll have to manually format all the configuration files the phone would get from the Cisco call control and customize the settings as required for your 3rd party PBX.

I would suggest you reach out to RingCentral and discuss with them what kind of device they support, and what FW they support to be used.

If they tell you 3PCC/MPP, then you'd need to migrate the FW on those devices or ask if they would support them with enterprise FW and if they would help you with the configuration.

[Brian Aguilar]

Thank you Jamie this is very helpful!