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IP Office Troubleshooting
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IP Office Troubleshooting

User is Unable to Receive Calls



Issue
User can not receive incoming or internal calls.

Action
I. Confirm that the number being dialed is the number displayed on the telephone display window.
II. Confirm the user has a system dial tone.
III. Confirm the user in question is logged in on the phone in which incoming calls are expected.
IV. Check the Forwarding options for the user via Manager or Phone Manager.

PROCEDURE

If the user is using Phone Manager, this is the quickest way to confirm the user's log on status. To check log on status via Phone Manager:
1. Have the user in question open the Phone Manager application. The user's name should be displayed in the Phone Manager title bar. If it is not, have the user log on by doing the following:
i. Click Configure|PBX. A PBX Configuration Information window appears.
ii. In the UserName drop-down menu, select the user's name.
iii. If a password has been set for this user on Manager within the User tab, then enter this password here. This password is NOT the Login Code within the Telephony tab that makes the user a hot desking user (if hot desking is configured for this user).
iv. Make sure the PBX Address is that of the IP Office control unit.
v. Click OK. The user is now logged on.

PROCEDURE

If the user in question does not have Phone Manager, manually log the user onto the phone via the default system short code (*35*N#), where N is the extension number. For example, dialing *35*202# logs on extension 202. If the user associated with extension 202 is logged onto another
phone, this logs the user out on that other phone and logs the user onto the existing phone.

IV. Check that the user does not have Do Not Disturb configured. Having DND configured will send all incoming calls to voicemail or the defined divert number.

PROCEDURE

1. If the user's telephone has a display, look on the display for a N, DND or NoCalls setting (display varies depending on the type of phone). If the user has Phone Manager (Lite or Pro), check to see if there is a DND label next to the user's name on the Phone Manager
application. DND settings can also be verified on Manager for the user in question.
2. If there is a DND configured, disable the feature via Manager by doing the following:
a. Log onto Manager and open the IP Office configuration.
b. From the Configuration Tree, select User and double-click the user in question.
c. On the DND tab, make sure that the Do Not Disturb check box is not checked.
d. If any configuration changes have been made, click OK and then to save the changes.
3. DND can also be configured/disabled on Phone Manager by doing the following:
a. Have the user in question open the Phone Manager application and log on.
b. Click Configure|Preferences.
c. On the Do Not Disturb tab, make sure the Do Not Disturb check box is unchecked.
d. Click OK.

V. Check that the user does not have divert/forward options enabled.

PROCEDURE

1. If the user's telephone has a display, look on the display for a D or Divert setting (display varies depending on the type of phone). If the user has Phone Manager (Lite or Pro), check to see if there is a Fwd unconditional label next to user's name on the Phone Manager
application. Divert/forward settings can also be verified on Manager for the user in question.
2. If there is a divert/forward configured, disable the feature via Manager by doing the following:
a. Log onto Manager and open the IP Office configuration.
b. From the Configuration Tree, select User and double-click the user in question.
c. On the Forwarding tab, make sure that the Forward Unconditional check box is unchecked.
d. If any configuration changes have been made, click OK and then to save the changes.
3. Divert/Forwarding can also be configured/disabled on Phone Manager by doing the following:
a. Have the user in question open the Phone Manager application and log on.
b. Click Configure|Preferences.
c. On the Forwarding tab, make sure the Forward Unconditional check box is unchecked.
d. Click OK.

VI. Check that the user does not have Follow Me options enabled. The Follow Me feature is similar to forwarding or diverting a call.

PROCEDURE

1. If the user has Phone Manager (Lite or Pro), check to see if there is a Follow to label next to user's name on the Phone Manager application. If the user in question does not have Phone Manager, check for the Follow Me setting on Manager by doing the following:
a. Log onto Manager and open the IP Office configuration.
b. From the Configuration Tree, select User and double-click the user in question.
c. On the Forwarding tab, make sure that in the text box corresponding to the Follow Me Number field there are no numbers selected.
d. If any configuration changes have been made, click OK and then to save the changes.
2. Follow Me can also be configured/disabled on Phone Manager by doing the following:
a. Have the user in question open the Phone Manager application and log on.
b. Click Configure|Preferences.
c. On the Forwarding tab, make sure the Follow Me To check box is unchecked.
d. Click OK.

VII. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
A copy of the IP Office configuration will be useful before escalating to your support organization.
The username and password of the configuration must be provided to your support organization for testing purposes.
Any trace codes or log files generated by the System Monitor application (if available).
Notes relating to the result of each of the verification steps performed above.
The customer's network diagram (if applicable).

Validation

Make a call to the user in question and verify that the call goes through.

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