User Is Unable To Make Internal Or External Calls - Avaya IP Office Maintenance Manual

User is Unable to Make Internal or External Calls

Issue
User is unable to make internal or external calls.
Actions
I. Check the handset is working by off hook /on hook tests. Verify if there is dial tone. Check all
connections and remove and replace connections as necessary.
II. Replace with a similar handset.
A system user may or may not have an extension number that physically exists. Not having a physical
extension is useful for users who are not physically located in the office (for example), but need to use
system features, i.e. voicemail, forwarding, etc.
I. Confirm that the number the user is dialling can be completed by other users - at that site as well
as offsite (cell/mobile for example). This step will rule out the dialled number as the cause of the
problem.
II. Confirm that the user is logged on.
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.
III. Confirm that Outgoing Call Bar is not configured for the user in question.
PROCEDURE
To check the user's Outgoing Call Bar setting:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Users and double-click the user in question.
3. From the Telephony tab, check that the Outgoing Call Bar check box is unchecked.
4. Click OK.
Call Routing
43