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114 Chapter 11 Troubleshooting CallPilot
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A telephone cannot be forwarded to the system
If you try to forward your incoming calls to the system and the display shows
Forward denied
, it is
possible that you are forwarding to the wrong extension number. Use Feature 985 to display the
correct extension number for the system, and compare this number to the extension that you are
trying to forward your telephone to.
Feature 981 produces a Log prompt on the telephone display
Whenever the Log prompt appears on the display, it can be caused by the telephone not having an
assigned mailbox. If the extension does not have an assigned mailbox, CallPilot requests both a
mailbox number and a password.
A subscriber cannot reply to an external caller or use Off-premise Message Notification or
Outbound Transfer
An Outdial method must be assigned before a subscriber can reply to an external caller using the
Reply feature, or use Off-premise Message Notification or Outbound Transfer. Before a subscriber
can reply to a message from an external caller, an Outdial method must be assigned.
The default for Outdial method is None. Until you assign a line, line pool or route as the Outdial
method for a mailbox, a subscriber can use the Reply feature to return calls from internal
extensions only, and Off-premise Message Notification and Outbound Transfer for internal
extensions only. Outbound Transfer capability is part of a subscriber’s Class of Service. Refer to
“Class of Service values” on page 20 for the Class of Service values for Outbound Transfer.
Telephone extension and mailbox numbers are different lengths
The mailbox number length must match the extension number length assigned to the system. If the
extension number length is changed on the system, you must re-initialize and reprogram CallPilot.
The date and time are wrong
If the date and time are wrong, you must reset them through the telephone system. The CallPilot
date and time is taken from the telephone system programming. For additional information, refer
to your system documentation.
You cannot access a line or a line pool
Check that your system supports the feature you are trying to use. If calls are not completed when
you try to reply to a CLID message or reach an Off-premise Message Notification number, ensure
Outdialing is assigned, available and correctly configured. For more information refer to your
system documentation.
Personalized greetings do not play
Personalized greetings do not play if a telephone is on Call Forward Busy or Call Forward All
Calls to the CallPilot extension number. In these cases, Personalized greetings depend on the CLID
information that is received prior to the second ring if you use analog lines. Personalized greetings
do not play if the Auto Attendant is set to answer at 0 or 1 ring. The Primary or Alternate personal
mailbox greeting plays instead. Change the number of rings to 2 or greater.