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Checkpoints and troubleshooting

44

Issue 4 May 2003

Voice mail
messages are not
going to the correct
voice mail system
(continued)

Cellular networks sometimes
experience congestion due to
a high volume of call activity
in the cellular network. Due to
congestion in the cellular
network, your cellular service
provider may not have
enough available channels to
deliver cellular calls (as well
as EC500 calls) to your cell
phone. Therefore, your calls
are instantly delivered to your
cellular voice mail.

As congestion lessens, calls
will eventually be able to travel
through their normal cellular
channels and then be delivered
to your cell phone.

If this congestion period is
longer than normal, and you do
not want unanswered calls
delivered to your cellular voice
mail, consider disabling EC500
for a short time period.

If you do not mind unanswered
calls being delivered to your
cellular voice mail, remember
to check your cellular voice
mail from time to time to see if
any business call messages
have been left.

All office phone lines may be
in use (busy, active) causing
calls to be delivered directly
to corporate voice mail.

Cellular service may not be
available in the area in which
you are currently located,
causing voice messages to
be sent automatically to your
cellular voice mail rather than
your corporate voice mail
system.

Delivery of messages when all
lines are in use (or when
cellular service is not available)
is a temporary condition; when
lines (or cellular service)
become available, the
preferred voice mail system will
resume pick-up.

Table 3. Troubleshooting checkpoints —

Continued

Situation

Possible cause(s)

Suggested action / resolution

Continued on next page

«
...
42
43
44
45
46
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Summary of Contents for EC500

Page 1: ... WHQVLRQ WR HOOXODU Version 4 1 User s Guide 210 100 700 Issue 4 May 2003 ...

Page 2: ......

Page 3: ...ed equipment Theft such as of intellectual property financial assets or toll facility access Eavesdropping privacy invasions to humans Mischief troubling but apparently innocuous tampering Harm such as harmful tampering data loss or alteration regardless of motive or intent Be aware that there may be a risk of unauthorized intrusions associated with your system and or its networked equipment Also ...

Page 4: ...s with Part 68 of the FCC rules On the rear of this equipment is a label that contains among other information the FCC registration number and ringer equivalence number REN for this equipment If requested this information must be provided to the telephone company For the G700 Media Gateway This equipment complies with Part 68 of the FCC rules and the requirements adopted by the ACTA Located promin...

Page 5: ...anada For the G700 Media Gateway This Class B digital apparatus complies with Canadian ICES 003 Cet appareil numérique de la classe B est conforme à la norme NMB 003 du Canada This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications This is confirmed by the registration number The abbreviation IC before the registration number signifies that registration was ...

Page 6: ...oduct based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment VCCI If this equipment is used in a domestic environment radio disturbance may occur in which case the user may be required to take corrective actions For the G700 Media Gateway This is a Class B product based on the standard of the Voluntary Control Council for Interference by Informa...

Page 7: ...etting started 17 Introduction 17 What s new in EC500 Version 4 1 17 User access codes 17 Using EC500 for the first time 18 Enabling EC500 via EC500 access number 18 Enabling EC500 via administered feature button 19 2 Receiving and making calls 21 Introduction 21 Receiving calls 21 Incoming calls 21 Caller ID 22 Making calls 22 Making calls which send office caller ID 22 Making calls which do not ...

Page 8: ...nabling EC500 from your office telephone network using the feature access code 30 Enabling EC500 remotely 31 Disabling EC500 32 Disabling EC500 via the feature status button on your office telephone 32 Disabling EC500 from your office telephone network using the feature access code 33 Disabling EC500 remotely 33 Using the EC500 timer feature 34 Engaging the EC500 timer when EC500 is currently enab...

Page 9: ...2003 9 5 Checkpoints and troubleshooting 39 A Other EC500 uses 47 Introduction 47 EC500 setups 47 Enabling disabling an individual EC500 extension 48 GL Glossary 51 IN Index 55 EC500 pocket reference cards EC500 Pocket Card ...

Page 10: ...Contents 10 Issue 4 May 2003 ...

Page 11: ...yone who conducts business on the go salespeople field service personnel real estate agents physicians attorneys engineers operations staff consultants brokers and other mobile professionals Even telecommuters working in their home offices can use EC500 to make the transition from office to home transparent to callers With EC500 incoming calls to your office number reach you on the road at another...

Page 12: ...d rather not be disturbed by incoming office calls to your cell phone for example during a meeting or dinner simply disable your EC500 connection by calling the EC500 access number or via a configured feature button on your office telephone While disabled incoming work calls then follow the standard path to your office number About this guide This guide describes EC500 features and operation and s...

Page 13: ...g typographic conventions NOTE This symbol precedes additional information about a topic This information is not required to operate EC500 WARNING This symbol precedes important safety information Failure to follow safety instructions preceded by this symbol may result in bodily harm or injury CAUTION This symbol advises that the result of a certain action you take may adversely affect EC500 opera...

Page 14: ...ou can find online documentation for both EC500 Extension to Cellular and Avaya Unified Messenger on the Avaya support website 1 From a browser window browse to http www avaya com support 2 Click Product Documentation 3 Click Products A Z in the left navigation pane 4 In the right display pane click the letter E or U associated with the product or scroll down and select the product EC500 or Unifie...

Page 15: ...ration features before using EC500 WARNING Exercise caution while driving Your cell phone gives you the freedom and flexibility to stay in touch when you travel but don t let the use of your cell phone distract you from driving safely Hands free operation is recommended Observe all local state and federal laws regarding cell phone use as well as regarding reckless and careless driving We recommend...

Page 16: ...Welcome 16 Issue 4 May 2003 ...

Page 17: ...ady to enable your cell phone for EC500 use What s new in EC500 Version 4 1 EC500 Extension to Cellular Version 4 1 enhancements include the addition of a administrable feature button that Enables disables EC500 If so configured enables an optional one hour timer that temporarily suspends EC500 services The EC500 feature button is available on telephones which support administrable feature buttons...

Page 18: ...is information Cut out the pocket reference cards and keep them with your cell phone for easy reference Using EC500 for the first time Once you have the EC500 access number and feature access codes you are ready to enable EC500 to extend office calls to your cell phone Enabling EC500 via EC500 access number To enable EC500 for first time use via the EC500 access number 1 Dial the EC500 access numb...

Page 19: ... corresponding lamp lights Once you have enabled EC500 your cell phone begins receiving calls placed to your office number Chapter 2 provides detailed information about receiving and making EC500 calls Chapter 3 covers voice mail considerations Chapter 4 describes how to enable and disable EC500 on a regular basis and how to change your security code as needed Chapter 5 provides troubleshooting ti...

Page 20: ...Getting started 20 Issue 4 May 2003 ...

Page 21: ...ituations described in this chapter may not apply to you or may not function exactly as described Your contract with your cellular service provider may override or restrict certain functions or prevent them from operating as described for this reason you should be completely familiar with both your cell phone s operation and the conditions of your cellular service contract before using EC500 Recei...

Page 22: ...nformation explains your options when making calls Making calls which send office caller ID EC500 provides an optional office caller ID which allows your cell phone to look like your office phone when making calls to other parties connected to your office telephone system Your system administrator can administer your EC500 cell phone to send office caller ID to operate as described in this section...

Page 23: ...ailable only if These features are supported by your cellular service provider and These features are part of your cellular service contract Switching from your cell phone to your office phone Because EC500 allows your cell phone to function as an extension of your office number you can switch between the two phones when you are in the office For example you enable EC500 on your cell phone before ...

Page 24: ...earance line indicator on your office phone that shows the line is currently in use You are now conferenced onto the existing call 3 Disconnect your cell phone from the call by pressing the appropriate end call button on your cell phone 4 Continue speaking using your office phone handset or speaker If your cell phone has voice mail please review Chapter 3 Voice mail for information on receiving bu...

Page 25: ...rator to set the number of rings before answering so your preferred voice mail system corporate or cellular picks up unanswered calls before the other system Your system administrator may have discussed your voice mail system of choice with you when setting up your EC500 profile If you are not sure which voice mail system answers your EC500 calls or if you want to change your current system of cho...

Page 26: ...st that the number of unanswered rings or rings before going to cellular voice mail be greater than the number required to send office calls to your corporate voice mail system For example if your office calls are sent to your corporate voice mail after four rings ask your cellular service provider to set your unanswered call coverage path to no less than five rings NOTE If you are using your cell...

Page 27: ... to your office number will then be routed to your corporate voice mail system while personal calls will continue to be picked up by your cellular voice mail system Notify Me under Unified Messenger for MS Exchange If you have access to the Notify Me feature of Unified Messenger for Microsoft Exchange Version 4 0 or later you are notified of messages in your corporate voice mailbox via your cell p...

Page 28: ...Voice mail 28 Issue 4 May 2003 ...

Page 29: ...tting your cell phone off that way voice messages go directly to your corporate voice mail system Changing your station security code is important for security and is also covered in this chapter Enabling EC500 To enable specific EC500 extensions see Enabling disabling an individual EC500 extension on page 48 Enabling EC500 via the feature status button on your office telephone You can enable EC50...

Page 30: ...n number If you are performing this procedure from your office phone or from your EC500 cell phone which sends office caller ID skip this step and go to Step 3 3 Press on your telephone keypad 4 Enter your station security code 5 Press on your telephone keypad You hear a confirmation tone indicating EC500 is enabled 6 Hang up to end the call Table 1 Enabling EC500 via an administered feature statu...

Page 31: ...y touch tone phone dial the EC500 access number You hear a dial tone 2 Enter the EC500 enable feature access code You hear a dial tone 3 Enter your office phone s extension number 4 Press on your telephone keypad 5 Enter the station security code provided by your system administrator 6 Press on your telephone keypad You hear a confirmation tone indicating EC500 is enabled 7 Hang up to end the call...

Page 32: ...ne You can disable EC500 via an administered feature button For this option to be available your office telephone must support administrable feature buttons and enhanced EC500 must be enabled The number of button pushes required to disable this feature depends upon the current state of the feature enabled or disabled and whether the optional EC500 timer is administered When enabled via an administ...

Page 33: ...pad You hear a confirmation tone indicating EC500 is disabled 6 Hang up to end the call NOTE If you do not receive a confirmation tone hang up verify the codes entered and repeat this procedure from Step 1 If you still do not receive a confirmation tone contact your system administrator for assistance If you are administered to send office caller ID it will not be affected by the enable or disable...

Page 34: ...ephone must support administrable feature buttons The timer option must be configured NOTE Contact your system administrator to verify that the timer option is available to you When engaged the timer disables EC500 for one hour 60 minutes When the timer runs down EC500 is automatically re enabled NOTE You can only start the EC500 timer via the administered feature button on your office telephone E...

Page 35: ...bled the lamp corresponding to the administered feature button is off To engage the EC500 timer when EC500 is currently disabled 1 On your office telephone press the EC500 feature button twice The lamp displays a green inverted wink 250 ms on 750 ms off The message EC500 Timer Enabled appears for two seconds on your telephone display 2 To manually shut down the EC500 timer do one of the following ...

Page 36: ...urity issues For example while using your EC500 enabled cell phone if someone picks up your office phone you will hear a beep tone if administered by your system administrator Avaya provides this beep tone for security reasons to alert an EC500 user that someone has joined the call If you suspect unauthorized use of your office phone or an EC500 enabled cell phone end the call immediately If your ...

Page 37: ...ffice phone or from your EC500 cell phone which sends office caller ID skip this step and go to Step 3 3 Press on your telephone keypad 4 Enter your current station security code 5 Press on your telephone keypad 6 Enter a new station security code Your station security code can be 1 4 digits Valid values are 0 9 for the initial digit 0 9 for subsequent digits 7 Press on your telephone keypad You h...

Page 38: ...ne s extension number 4 Press on your telephone keypad 5 Enter your current station security code 6 Press on your telephone keypad 7 Enter a new station security code Your station security code can be 1 4 digits Valid values are 0 9 for the initial digit 0 9 for subsequent digits 8 Press on your telephone keypad You hear a confirmation tone indicating your security code has been changed 9 Hang up ...

Page 39: ...s caller ID not displayed on cell phone Caller ID not delivered by cellular service provider Check with your cellular service provider Caller s phone number is blocked No action can be taken the caller has blocked his her number External network has not delivered the caller ID information to the switch No action can be taken Your cellular service provider may not recognize numbers having fewer tha...

Page 40: ... administrator to bridge calls via EC500 to the rental cell phone number Remember to have your system administrator remove the bridge to your rental phone once it is no longer being used Feature access codes like ACD automated call distribution CFwd call forward and SAC send all calls won t work under EC500 Your cell phone cannot activate telephone switch features except those accessible via an Av...

Page 41: ... incoming calls Cell phone is in sleep mode Some cell phones need to be woken up before making or receiving any calls Try making a call from your cell phone or calling it directly from another phone to wake it up Some times removing and reinserting the battery will activate the cell phone Calls routed to corporate voice mail because there hasn t been enough time to route through the cellular servi...

Page 42: ...ough normal channels and EC500 calls will be delivered to your cell phone as congestion lessens and your cellular service provider s network has available facilities to deliver calls If network congestion is prolonged a possible solution is to disable EC500 allowing unanswered calls to be directed to your corporate voice mail system Switch related issue at the Avaya server running Communication Ma...

Page 43: ...er 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 immedi...

Page 44: ...red to your cellular voice mail consider disabling EC500 for a short time period If you do not mind unanswered calls being delivered to your cellular voice mail remember to check your cellular voice mail from time to time to see if any business call messages have been left All office phone lines may be in use busy active causing calls to be delivered directly to corporate voice mail Cellular servi...

Page 45: ... You may not be administered to send office caller ID Contact your system administrator to verify proper office caller ID administration When calling your desk from your EC500 phone which sends office caller ID the calls go directly to voice mail The switch sees the EC500 phone which sends office caller ID as your actual desk phone so it appears to be calling itself and goes directly to coverage C...

Page 46: ...Checkpoints and troubleshooting 46 Issue 4 May 2003 ...

Page 47: ...extensions bridged to the office phone The first call appearance incoming outgoing line covers outgoing EC500 calls while the second call appearance is used for call waiting and to make calls which sends office caller ID Dual setup without the ability to send office caller ID This is the second most common setup for those with call waiting as part of their cellular service contract This setup prov...

Page 48: ...nistered which can send office caller ID when it is administered If you are administered as a standalone user the statement above also applies to calls made to your office number via standard Avaya Communications Server features such as a hunt group bridge or other local coverage feature The setup you require is determined by your individual business needs For example a construction foreman would ...

Page 49: ...n security code s NOTE You should have the EC500 access number and EC500 feature access codes recorded on your pocket reference card Perform this procedure from any touch tone phone 1 Dial the EC500 access number If you are enabling or disabling EC500 using a phone that is part of your office telephone system skip this step and begin with Step 2 You hear a dial tone 2 Enter the appropriate EC500 f...

Page 50: ...e above but enter your primary office phone number in Step 3 and its associated station security code in Step 5 NOTE If you do not receive a confirmation tone in Step 7 hang up verify the codes entered and repeat the procedure from Step 1 If you still do not receive a confirmation tone contact your System Administrator for assistance ...

Page 51: ...idged to a primary office number This type of setup allows the second line to be used for Call Waiting provided that feature is part of the standard cellular service contract E EC500 access number The telephone number dialed to connect to the Avaya server running Communication Manager to initiate the process of enabling or disabling EC500 or changing the station security code EC500 extension The e...

Page 52: ...low authorized Avaya telecommuting service users a non EC500 offering to access other phone system features remotely M multiple setup EC500 setup that provides for more than two extensions to be bridged to a primary office telephone MultiVantage Former product name now Communication Manager of the DEFINITY switching software application O office number The telephone number assigned to an office or...

Page 53: ... identify a valid user to the Avaya server running Communication Manager during enable disable or change security code procedures T text messaging A cell phone feature that allows the user to receive short text messages on the phone s display screen area Message receipt is often accompanied by an audible alert and the user can then display delete or save the message Text messaging is sometimes ref...

Page 54: ...Glossary 54 Issue 4 May 2003 ...

Page 55: ... security code 37 changing station security code remotely 38 determining setup 48 disabling 29 disabling remotely 33 disabling via feature button 32 disabling via office telephone 33 dual setup no caller ID 47 enabling 12 29 enabling an individual extension 48 enabling remotely 31 enabling via access number 18 enabling via feature button 19 29 enabling via office telephone 30 engaging timer 34 35 ...

Page 56: ... security code 38 remotely disabling EC500 33 remotely enabling EC500 31 routing messages 27 routing voice mail messages 27 S safety 15 sending office caller ID 22 setups determining 48 dual no caller ID 47 multiple 48 single 47 standard dual 47 single setup 47 solving problems 39 to 45 caller ID not displaying 45 calling party s caller ID not displayed 39 calls being lost 40 calls go directly to ...

Page 57: ...ex Issue 4 May 2003 57 U unanswered calls 25 Unified Messenger 27 user access codes 17 using your cell phone safely 15 V voice mail 26 27 about 25 W welcome to EC500 11 to 15 what s new in this release 17 ...

Page 58: ...Index 58 Issue 4 May 2003 ...

Page 59: ...le disable EC500 1 Dial your EC500 access number 2 Enter the applicable FAC then your work office extension number 3 Press enter your station security code then press again 4 Hear confirmation tones EC500 User s Pocket Card Work or office extension ____________ EC500 access ___________________ EC500 feature access codes FAC Enable FAC ______________________ Disable FAC ______________________ To en...

Page 60: ...EC500 pocket reference cards EC500 Pocket Card Issue 4 May 2003 ...

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