Avaya EC500 User Manual page 36

Chapter 5: Checkpoints and Troubleshooting
Table 5-1. Troubleshooting Checkpoints — Continued
Situation
Incoming calls not
received on
EC500-enabled cell
phone (continued)
Voice mail
messages are not
going to the correct
voice messaging
system
5-4 Issue 3 August 2002
Possible Cause(s)
Switch-related issue at the
DEFINITY or Avaya
Communications Server
running MultiVantage
software.
EC500 cannot coordinate two
different voice mail systems.
Each EC500 user chooses to
receive business messages
via Corporate or Cellular
voice mail; the System
Administrator then sets a
higher or lower number of
rings before answering on the
Corporate voice messaging
system, so the preferred
system will pick up messages
before the other system
does.
All calls are being sent to a
coverage point (or a position
other than your Corporate
mailbox).
Suggested Action / Resolution
Check with your System
Administrator to determine if
issue is switch-related.
Check with your Cellular
Service Provider to verify how
many rings occur before an
unanswered call goes to
Cellular voice mail. Then obtain
the same information from your
System Administrator and
discuss setting your Corporate
voice mail's number of rings
before answering higher or
lower, to allow the preferred
system to pick up messages
first.
There may be situations where
messages will go to a specific
system before the system of
choice can receive the
message — regardless of the
number of rings established.
For example, many Avaya
Communications Systems offer
coverage options like Send All
Calls, where a call to your
office number is immediately
sent to a covering phone; in
this case the caller would not
be able to leave a message on
your Cellular voice mail even if
that system is set up to receive
your EC500 messages.
Check to see if "Send All Calls"
is active and cancel it, if
desired.
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