Users cannot receive Extension to Cellular calls on their cell phones.

For more information on possible sources of the problem, see Call Distribution methods for hunt group types.

For detailed instructions on troubleshooting this problem, see Call Distribution methods for hunt group types.

No CDR for Extension to Cellular calls.

The Configuration Set for the Extension to Cellular station has the CDR for Calls to EC500 Destination field set to n. The Extension to Cellular station is still using loopback trunks. The CDR Reports option on the trunk being used is n.

Check administration of Configuration Set screen, the Stations with Off-PBX Telephone Integration screen, or the Trunk Group screen, and change if necessary.

Neither the principal station or other station extension is administered in the intra-switch-cdr screen.

Add one or both extensions in the intra-switch-cdr screen.

Call drops when user answers a cell phone.

Cellular Voice Mail Avoidance timeout is too long.

Shorten timeout. Train user to wait before answering cell phone. Remove user from Cellular Voice Mail Avoidance.

FNEs not working.

• Misadministration.

• Calling Number Verification set to y on Configuration Set screen.

• Verify that the telephone number on off-pbx station-mapping screen is a full national number (10-digits in America and UK) and does not contain any a prefix digits like country code

• For security, the option should be set to y. However, if calls always come over private trunks, you can set the option to n.

The user cannot access Feature Name Extensions by dialing the corresponding FNE.

There is no corresponding number administered on the Off-Pbx-Telephone Feature-Name-Extension screen or the mapping mode is not origination or both.

Administer an extension on the off-pbx-telephone feature-name-extension screen, or change the mapping mode to origination, or both.

Change the Cellular Voice Mail Detection option to timeout. This will handle any cell network condition (congestion, cell phone off, and so on) that causes the call to go immediately to cellular voice mail.

Have user contact service provider to lengthen the no answer timeout so that it is longer than the coverage path timeout. This will ensure that unanswered calls ringing at the cell phone will go to the corporate voice mail.

Discuss with user using the confirmed answer option. This option handles a common occurrence not handled above. A cell phone out of network coverage will go to cellular voice mail after about 3 rings. This is too long for Cellular Voice Mail Detection and too short for a coverage path fix.

User reports many unanswered calls are going to cellular voice mail.

Cellular Voice Mail Detection option (in user’s configuration set) is not appropriate for cellular service provider.

The no answer timeout for cellular voice mail is too short

User reports desk set does not ring, rings only once, or that callers are sent immediately to cellular voice mail.

Cell phone is off and calls are immediately being sent to cellular voice mail.

Change the Cellular Voice Mail Detection option to timeout (in user’s configuration set).

The user reports that the cell phone is not receiving caller identification numbers for calls from the Avaya server running Communication Manager. But, the office number that the cell phone is mapped to does.

The Avaya server running Communication Manager has not been administered properly for sending caller identification numbers. Most cellular service providers require a number in national format.

Recheck the outbound trunk screen to ensure that the Send Calling field is set to y.

External trunks serving the cell phone are using a non-ISDN trunk.

Change the routing administration to route over an ISDN trunk.

The user reports that the person being calling is receiving the incorrect caller ID.

The Configuration Set screen has the Calling Number Style field set to PBX.

Change the Calling Number Style field on the Configuration Set screen to network.

There is an incorrect entry on the ISDN public-unknown numbering screen.

Verify that the entries on the ISDN public-unknown numbering screen are correct.

The user reports that the cell phone is receiving a switch default caller identification number for calls from the Avaya server running Communication Manager.

The ISDN Service Provider (SP) is replacing the caller identification with a fixed caller ID.

This is generally not solvable within the PBX. Escalate the issue to your Telecom Manager. The manager can contact your ISDN SP to request a solution or an alternate ISDN SP that allows the caller identification to pass.

Some service providers will pass the caller ID if special application SA8931 is enabled. This sends the user’s station (DID) number as a redirecting number in addition to the original calling number.

In some instances special application SA8983 is helpful. When this option is on, the user’s station (DID) number is sent as the calling number to the cell phone. This distinguishes EC500 calls from direct calls to the cell phone.

The switch is blocking the outgoing caller identification and is passing a default caller ID.

Change your switch administration to allow caller identification to go outside the switch.

The user hears a beep while on a call originating from the Avaya server running Communication Manager. The user cannot use the call waiting feature on the cell phone to switch to the other call.

Most likely the user is hearing the tone provided by the Avaya server running Communication Manager when call waiting is enabled at the switch.

You have two possibilities: 1) Communicate to the user that when a call waiting indication is heard, but the user cannot switch the call, the user must disconnect on the first call to receive the second call,

OR

2) Disable call waiting at the switch level. The regular call waiting capability provided by the cellular service provider then handles the call waiting feature.

The Extension to Cellular cell phone call into the office switch fails to provide the office caller ID.

The Cell Phone Number field administered for the Extension to Cellular station does not have the required entry, which almost always is the full national number.

Type the full caller ID number in the Cell Phone Number field.

Remove any dialing prefixes such as long distance access code (1 in US and Canada, 0 in Europe and many other countries), international access code (011 in US and Canada, 00 in Europe and many other countries), or country code. The dialing prefixes should be administered in the dial prefix field, and country code in the country code field.

Calling Number Verification set to y on Configuration Set screen.

Set Calling Number Verification to n. See FNEs not working.

The Mapping Mode field administered for the Extension to Cellular station does not contain origination or both.

Type origination or both in the Mapping Mode field.

The external inbound call is not entering into the switch over an ISDN trunk.

Contact the ISDN Service Provider to ensure that inbound calls come into the switch through an ISDN trunk.

The external inbound call does not come into the switch on which the Extension to Cellular cell phone station is administered.

Create a station for the Extension to Cellular cell phone with the proper mapping on the switch that the call enters.

The calling number is manipulated on the Inbound Trunk screen.

Administer the Extension to Cellular station Cell Phone Number field to match the modified calling number.

The cellular service provider does not send the calling number.

Call the cellular service provider and request to activate sending of caller ID.

Someone else was on a call simultaneously on the office telephone and on the same line appearance as the originating Extension to Cellular cell phone call.

Move the mapped line appearance to a button that is not likely used by another telephone call.

With the Avaya server running Communication Manager, you cannot have a default entry of extensions. For example, you cannot enter the # key alone to replace entering the extension followed by the # key.

The cell phone number is improperly mapped.

See The Extension to Cellular cell phone call into the office switch fails to provide the office caller ID. in this table.

An intercept tone is received when attempting to enable/disable Extension to Cellular For example, the tone chimes when you type the Feature Access Code, #, Station Security Code, and #.

The user has used the Station Security Code of the Extension to Cellular extension and the code is different from that of the principal.

The user must type the code of the principal extension.

The Station Security Code is blank for the principal.

The Station Security Code for the principal must be administered.

When attempting to enable/disable Extension to Cellular, the user receives an intercept tone.

The Applications field administered on the Stations with Off-PBX Telephone Integration screen for the Extension to Cellular station is not EC500 or PBFMC.

Change the Applications Extension field on the Stations with Off-PBX Telephone Integration screen for the Extension to Cellular station to EC500 or PBFMC.

The Applications field administered on the Stations with Off-PBX Telephone Integration screen for the Extension to Cellular station is EC500. But, the Configuration Set is not administered for DTMF.

Access the associated Configuration Set screen and ensure that the entry in the Post Connect Dialing Option field is DTMF.

The office caller ID is that of the origination mapped Extension to Cellular station and not of the host extension.

The Extension to Cellular station is not mapped to the host telephone.

Map the Extension to Cellular station to the host extension.

The administered Extension to Cellular feature button on the office telephone flashed for 2 seconds at the broken flutter rate.

The Extension to Cellular administration somehow got corrupted.

Disable, then enable, Extension to Cellular.

User cannot engage the Extension to Cellular timer through the administered feature button on the office telephone.

The optional Extension to Cellular timer is not configured.

Configure the optional Extension to Cellular timer on the Station screen.

The user receives the error Contact System Administrator when trying to enable/disable Extension to Cellular through the administered feature button on the office telephone.

The Stations with Off-PBX Telephone Integration screen is incorrectly administered.

Verify that all required information, in the correct format, is included on the Stations with Off-PBX Telephone Integration screen. In particular check that the Dial Prefix, Country Code, and Phone Number fields are administered correctly.

An Extension to Cellular station is mapped to a principal station, and the principal station later adds a configured Extension to Cellular feature access button.

The status station command for the principal station shows that Extension to Cellular is disabled.

The status station command for the mapped Extension to Cellular station shows that Extension to Cellular is enabled.

A previously administered and enabled Extension to Cellular station was mapped to a principal station that does not have an Extension to Cellular feature access button configured.

Configure an Extension to Cellular feature access button on the principal station. The principal station must support configurable feature buttons. See Administering an enable/disable feature button.

When configured, press the Extension to Cellular feature access button to enable Extension to Cellular. This action synchronizes the enable/disable state between the principal station and its mapped Extension to Cellular station.

User reports cannot use Idle Appearance Select FNE to call certain extensions or external destinations.

The user is misdialing.

The PBX has multiple locations, and an incorrect location is used for interpreting the dialed digits.

Administer the location field on the Stations with Off-PBX Telephone Integration screen with the location of the user’s desk set. Since this field is not administrable for the EC500 application, it may need to be changed to PBFMC.

User hears dial-tone when answered an EC500 call.

User has the Confirmed Answer feature enabled on the configuration set form.

Instruct user to dial a digit after the dial tone.

User enters a digit after hearing dial tone, but is not cut through to the caller.

User is entering the digit too quickly.

Some cellular providers need almost a second to cut through a voice path after answer. Instruct user to pause between answering the phone and pressing the digit.

User dials the Self Administration for EC500 FAC and receives intercept tone.

The user is misdialing extension or security code.

The user is not entering a number that is routable through ARS.

Instruct user in proper sequence for entering information for the feature.

User reports that after setting number using Self Administration for EC500, calls are delivered properly to the cell phone, but there is no office caller ID and he cannot use FNEs.

A dialing prefix or country code was entered as part of the phone number.

Instruct user to separate entry of dialing prefix, country code, and phone number by an asterisk.

User reports some people he calls see an office caller ID and others see the cell phone number.

There are multiple PBXs. Only calls to the PBX where the user is located can see the office caller ID.

Administer SIP signaling groups connecting the PBXs and administer the Mapping Subscriptions form to shared the mappings among the PBXs.