Overview
This guide will help you troubleshoot common problems with Avaya Desk Phones not accepting calls, such as Send All Calls being active, Call Forwarding, not being logged in, or connectivity issues.
Troubleshooting Steps
- Check if Send All Calls is Active.
- Look for the Send All Calls button. If the light on this button is on, the feature is active, and all calls are being redirected to voicemail.
- To disable, press the Send All Calls button, or dial #22 to deactivate it. Make a test call to see if the issue is resolved.
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Check if Call Forwarding is enabled. Some Avaya phones have a dedicated Call Forwarding button. If this is active, calls are being sent to another number instead of your phone.
- To disable, press the Call Forwarding button to turn it off. The light next to the button should turn off.
- If there is no button, dial the feature code #02 to deactivate call forwarding. Make a test call to see if the issue is resolved.
- Ensure you are logged in. Some Avaya phone systems require you to be logged into your phone extension to receive calls.
- Log in to your extension with your 5-digit extension (9xxxx).
- Enter the system password, which is not the same as your voicemail password. If you are unsure of the password, contact your system administrator or UNIT.
- Make a test call to ensure the phone is accepting calls.
- Check for Connectivity Issues.
- Ensure the phone is properly connected to the network. Check the Ethernet cable. If you have a display on your phone, check for error messages indicating a connectivity issue.
- If your phone has connectivity issues, try restarting the device. Unplug the Ethernet cable, wait for 10-15 seconds, and plug it back in. The phone should reboot and reconnect to the network.
- Make a test call from another phone to check if the issue is resolved. Do not use your cell phone as it may be tied to your desk phone through EC-500.
- If calls are still not coming through, contact UNIT support for assistance.