FREQUENTLY ASKED QUESTIONS

I CAN’T RING CERTAIN OUTSIDE NUMBERS FROM MY HANDSET.

Dialling access of handsets is determined by PABX programming and certain handsets may have restricted access to either International, STD, mobile or 1900 & 0055 numbers

The company PABX administrator will have to check that the dialling access of that handset allows the user to ring the types of numbers the user requires.

I CAN’T PLACE A CALL ON HOLD

The only type of call a user won’t be able to place on hold is one coming from the switchboard operator, as handsets cannot place a switchboard on “Hold”

WHEN I TRANSFER A CALL TO, OR RING AN EXTENSION IT GOES TO A DIFFERENT LOCATION

Make sure that the location that the call is being transferred to has not been forwarded to another number.

Is the location the call is being transferred to a “Pilot” number of a hunt group, UCD group etc, such as voicemail or a call center number as these will more than likely be a “Pilot” number.

I CAN’T TRANSFER CALLS TO OUTSIDE NUMBERS.

Make sure that the feature is available on your system, check with company PABX administrator.

Make sure you are dialling “0” for the outside line before dialling the number.

If transferring to an external number, you have to wait until the external number answers before replacing handset to complete the transfer.

WHAT DO I DO IF I TRANSFER A CALL TO AN EXTENSION AND VOICEMAIL ANSWERS AND I DON’T WANT VOICEMAIL?

If you wish to disconnect from voicemail when it answers, press the * key 3 times or press the Recall key on your handset and then press the transfer key to go back to your caller. This will make the voicemail hang up and allow you to transfer the call to another destination if required.

I CAN’T FORWARD MY PHONE / MY DIVERSIONS ARE NOT WORKING

Are there any existing forwards set on the phone already? If so they need to be cancelled first before you can set another diversion. (Cancel all diversions and start again, Fwd All, Fwd Nans, Fwd Busy and Automatic Callback).

If the number you are trying to forward to is not part of the dialling access of your handset then you cannot divert to it (if you only have access to local numbers you cannot divert to mobile etc.)

Make sure the number you are diverting to has been entered correctly.

Make sure, if you are diverting to external numbers, that you entered “0” for the external line first.

Is the number you are diverting to diverted as well? If so your call will follow the diversion of that handset.

WHEN I DIVERT MY CALLS TO THE SWITCHBOARD, CALLS STILL COME THROUGH TO MY EXTENSION.

When you divert all calls to another destination, any call that dials your number will divert to that location. However the destination you diverted to originally can still dial your extension and get through, so if you divert your extension to the operator (99) then the operator is still able to pass calls through to your extension and bypass the diversion.

I CAN’T SET CALL BACK TO ANOTHER EXTENSION.

Only 1 call back can be set to an extension at a time.

If your display does not read SET when activating call back and if busy tone is still heard then the feature will not activate.

You cannot set a call back to an extension if:

Your handset has a “Call Forward All” (FWD ALL) set on it.

Call Back has already been set by someone else.

The extension is off the hook.

The extension is ringing.

The number you are trying to call back is an external number.

I CAN’T “PICK UP” CALLS RINGING IN MY AREA.

Make sure the numbers have been pre-programmed in a call pick up group, check with company PABX administrator.

If there is more than 1 extension ringing in a group, the lowest denomination extension ringing is the first call to be picked up.

Extensions can’t be in more than 1 group at a time.

I CAN’T TRANSFER A CALL BACK TO A USER IF I PICKED THE CALL UP ON THEIR LINE APPEARANCE KEY ON MY HANDSET.

When you pick up a call for someone else using the line appearance keys on your handset, you cannot transfer the call back to the extension by pressing transfer and then dialling their number, you will receive busy tone as you are already on that line with the incoming caller.

To transfer the call back to its intended destination re-press the line you picked up and announce the call (Manager Secretary Transfer, check feature functionality on the handset user guide)

Alternatively place the call on hold by pressing the Hold key allowing the other user to retrieve it by lifting their handset and pressing the flashing line on their handset.

CALLERS CAN’T HEAR ME WHEN I USE “HANDS FREE”

Make sure the MIC lamp is illuminated, if it is not illuminated the user can dial hands free but must lift the handset when callers answer at the other end in order to be heard.

The MIC lamp is toggled on/off by pressing the Feature key and the digit 1 or the “Soft key” below the word MIC in the display. (Soft keys are not available on all types of handsets)

The MIC lamp can be left on permanently if desired and is only activated when the Speaker key is used.

I CAN’T HEAR CALLERS WHEN I USE THE “VOICE” FEATURE

Make sure the MIC lamp is illuminated on the recipients handset, if it is not illuminated the user can’t speak back to you hands free but must lift the handset at the other end in order to be heard.

The MIC lamp is toggled on/off by pressing the Feature key and the digit 1 or the “Soft key” below the word MIC in the display. (Soft keys are not available on all types of handsets)

The MIC lamp can be left on permanently if desired and is only activated when the Voice/Speaker key is used.

MY HEADSET IS NOT WORKING

A Headset and Release key must be programmed on Digital handsets in order for them to work.

The Headset key needs to be activated for the headset to work, press the Headset key to activate the headset

(The headset key will illuminate when the feature is activated)

The hand piece will not work when the Headset key is illuminated. To toggle between the Handset & Headset press the Headset key.

The release key is used to hang up when using the Headset.

I’M NOT RECEIVING CALLS ON MY HANDSET

Make sure the handset is not diverted.

To check if or where a handset is diverted to, Do not lift handset just press the relevant FWD key, the LCD will display the number calls are being diverted to.

MY CALLS ARE NOT DIVERTING TO VOICEMAIL

Make sure the handset diversions are set. The lights above the forwarding keys on Digital handsets will illuminate red when a diversion is set. If the handset is Analogue cancel all diversions and then reset the Busy and No Answer diversions to the voicemail pilot number.

Make sure the handset is diverted to the correct number (Voicemail Pilot x 59471)

THE MESSAGE WAIT LAMP IS LIT UP ON MY HANDSET BUT I HAVE NO VOICEMAIL MESSAGES

If the message lamp on the top of your handset is illuminated and your have check voicemail and have no messages it is possible that someone has inadvertently set a “Message Wait” to your extension. This is a little used feature in the PABX, but is still accessible if the correct keys are pressed on a handset. Message wait was used before the advent of voicemail and the feature is hard coded into the PABX. You may be able to cancel the feature by lifting the handset and dialing * 9 3, however the is the standard NEC code and may not be applicable for all sites. If this code fails to cancel the light, a technician will have to dial into the PABX to access the correct cancel code.