AT&T SB67030 User Manual page 274

Symptom
Caller ID is not working. The
display shows and
a digit for the name, and the
same digit for the phone
number.
A caller hears, "That key is
not recognized" or "The key
you have pressed is not
recognized".
A caller hears, "Invalid
extension" while working
with the Auto Attendant.
Incoming calls do not come
in.
Troubleshooting
Synapse SB67030 and Accessories User's Guide
Probable Cause
Your organization does not
subscribe to caller ID service
or you have DSL phone lines
without filters installed.
The caller pressed an invalid
key when interacting with
the Auto Attendant.
The caller entered an
extension number that does
not exist in your system.
The caller was forwarded to
an extension number that
does not exist in your system
when interacting with the
Auto Attendant.
Caller dialed a DID fax
number.
Corrective Action
Caller ID is a subscription service. You must subscribe to

this service from your local telephone service provider for
this feature to work on your phone.
The caller must be calling from an area that supports

caller ID.
Both you and your caller's telephone companies must use

caller ID compatible equipment.
If you have DSL phone lines, confirm that you have a DSL

filter plugged in between each Deskset and DSL wall jack.
The DSL filter must be plugged into the wall jack, not the
Gateway.
Confirm that your Auto Attendant main menu presents

the correct options for the Auto Attendant flow you have
created.
Provide callers with the right extension number.

A Deskset may have been disconnected from the network

since the Auto Attendant was set up.
Use your Pilot number for your outgoing caller ID and

make sure others know that your DID fax number should
not be used for incoming calls.
274
Incoming Calls