---
title: "Poly Phone Busy and Unable to Receive Calls"
slug: "poly-phone-busy-and-unable-to-receive-calls"
updated: 2026-05-17T16:44:03Z
published: 2026-05-21T21:27:00Z
canonical: "help.8x8.com/poly-phone-busy-and-unable-to-receive-calls"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Poly Phone Busy and Unable to Receive Calls

## Symptom

Poly phone shows busy but 8x8 Work for Desktop and 8x8 Work for Mobile are working as expected.

## Applies To

- Poly Phones
- 8x8 Work

## Resolution

Make sure that the extension *Contact Directory Scope* is set to **PBX**.

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.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9289?sv=2026-02-06&spr=https&st=2026-11-03T21%3A54%3A45Z&se=2026-11-03T22%3A54%3A45Z&sr=c&sp=r&sig=qMa%2F5kA0BLKJCfJ%2F2KJNQm0uH454cIVtN3ZeDIvJan4%3D)

## Cause

This is normally caused when the directory scope is set to Company.