I dial the Voicemail Pilot Number and just get ringing. Voicemail does not answer

Question: How do I record a night message for InMail (Voicemail)?
How do I record a night message for InMail (Voicemail)?

Solution:

VOICEMAIL (SYSTEM ADMINISTRATION MENU) INMAIL FOR IPK II

The voicemail has 3 options for messages/greetings
1. To record the system administration greeting (from the main phone):

Your Voicemail access code is XXX (This code you should know).
To access voicemail, press MESSAGE button or dial voicemail extn number XXX or *8
Dial 72 to access System Administration menu
Press buttons below LCD screen for options/programming
Press Inst and dial Virtual number for voicemail
Press List to listen to message

Question: Labels for Aria Systems
I need to create new phone labels for the new receptionist. Where can I get these from?

Solution:

You will require Microsoft Excel to view this file.

Aria Phone Template

Question: How do I change the personal voicemail message on my Aria?
How do I change the personal voicemail message?

Solution:

VOICEMAIL:
There are 2 steps involved.
1^.-Record message or greeting
2. Divert calls to voicemail

VOICEMAIL - Personal:
1. To set up personal voicemail,
Dial "TRANS/PGM", Dial 61 (*1 analog).
To record personal message, dial # and press Hold/Save.

Station (Enabled in PGM 113 FK 1)

(To listen back to message, press TRANS/PGM, dial 61 and message will be replayed. )

To re record, simply dial # and repeat process.

Follow prompts on recording messages.

2. Diverting to voicemail:

Press "SPK", Press "DND/FWD"

Enter Forward type 1-4,

(1-Fwd All, 2-Busy, 3-No Answer, 4-Busy/No Answer 5-Offnet All)

4 is recommended

Dial # key to send to Voicemail (DVIB)

RETRIEVING VOICEMAIL MESSAGES:

Press "CALLBACK" button (listen to message)

Press silver buttons below LCD screen to

Delete message

Save message

Listen to NEXT message

Question: When talking on the speaker phone, I can hear the person on the

When talking on the speaker phone, I can hear the person on the other end, but they can't hear me

Solution:

Your microphone is probably turned off. Have customer check to see if the light on the lower right hand side of the phone above the words MIC is lit.
To turn MIC on/off:
Do not pick up handset
Press Feature and the number 1
Or Press MIC Button

Question: I cannot program Station Speed Dial numbers
User cannot program Station Speed Dial numbers

Solution:

The most common reason for error when programming speed dial numbers is that the
user picks up the handset or does not follow the instructions exactly!
TO PROGRAM STATION SPEED DIAL NUMBERS:
Do NOT pick up handset
Press Feature
Press Redial
Dial memory location number (80-99)
Dial 9 to grab an outside line (this step is needed!)
Enter number to be programmed
Press Feature if done - or - press hold to enter name
Enter name on dial pad
Press Feature when done

Question: I cannot program System Speed Dial numbers
User cannot program Sytem Speed Dial numbers

Solution:

NOTE - System Speed Dial must be programmed from ports 1 or 2 - usually extensions 100 and
101 but this may vary.
TO PROGRAM SYSTEM SPEED DIAL
Go to main phone
Do NOT pick up handset
Press Feature
Press Redial
Dial memory location number (00-79)
Dial 9 to grab an outside line (this step is needed!)
Enter number to be programmed
Press Feature if done - or - press hold to enter name
Enter name on dial pad
Press Feature when done

Question: I'm trying to change the time on the system and I'm receiving an error message on my display.
I'm trying to change the time on the system and I'm receiving an error message on my display.

Solution: Go to the main programming phone. As with system speed dial, time must be changed from either port 01 or 02 on the system (usually ext 100 or 101)
Procedure to Change Time:
At main phone
Press Feature
Dial 9#
Current time will show on display
Enter new time on dialpad
Press recall to change AM/PM setting
Press feature when finished

Question: Speed Dial Directory in the top of the phone is not in numerical order
Speed Dial Directory in the top of the phone is not in numerical order

Solution:

Understand that if names have been added, the directory goes in Alphabetical Order, NOT Numerical. There is no way around this.

Question: I don't know which phones are on ports 1 and 2.
I don't know which phones are on ports 1 and 2.

Solution: If you only have 1 display phone, that is probably on either port 1 or 2.
If it's a small office with some display phones - customer can go to each phone and
Press Feature 3 and port number will be displayed.
If it's a large office with many display phones, they can still Press Feature 3, but that may be too time consuming. Contact NTD for details.

Question: When I change the time on the phones, the time on the voicemail messages is still incorrect.
When I change the time on the phones, the time on the voicemail messages is still incorrect.

Solution: Voicemail is on it's own timer. Customer must access System Manager
Options in Voicemail to change Time.
See System Manager's Reference Guide - System Schedule

Question: I cannot program spare buttons on phone
I cannot program spare buttons on phone

Solution:

They may not be following correct procedure or button may not be set up as a Feature Access Key in programming
To Determine if a key has been programmed as a Feature Access Key:
Do not pick up handset
Press Feature
Press Button
If button is an unused Feature Access Key display will read VACANT
If button is not programmed as a Feature Access Key, display reads UNUSED or ERROR. If the button is already programmed for something else, the display will show what is programmed

To Program a Feature Access Key

For DSS/BLF Button
Do not pick up handset
Press Feature
Press Redial
Press Button to be programmed
Press number 1
Dial Ext # to be programmed
Press Feature

As Outside Telephone Number
Do not pick up handset
Press Feature
Press Redial
Press Button to be programmed
Dial 0
Dial 9
Enter Number to be Stored
Press Feature

For a Feature
Do not pick up handset
Press Feature
Press Redial
Press Button to be programmed
Refer to Multiline User Guide pages 16 & 17

Question: When I forward my extension to another phone, the other phone does not ring for incoming calls.
When I forward my extension to another phone, the other phone does not ring for incoming calls.

Solution: When a phone is forwarded, only calls sent directly to that extension number follow call forwarding. This means only calls transferred by the receptionist or calls from the autoattendant will be forwarded.
To change Line Ringing a MAC is necessary. (for example if I wanted my phone to ring whenever a call came in on the Matrix lines - that would have to be done through system programming. If Becky forwarded her phone to me, only calls transferred to 101 or calls through the voicemail system would ring at 103)

Question: Ringing on a user's phone is too loud or too soft
Ringing on a user's phone is too loud or too soft

Solution: Change Ringing Volume Control
Press Speaker
Dial 601
When ringing starts, user arrow keys on right side of phone
When ringing is at desired level, press Speaker

Question: Whenever my phone rings and I pick up the handset, I am automatically connected to an incoming call
Whenever my phone rings and I pick up the handset, I am automatically connected to an incoming call

Solution:

Ringing Line Preference is set. If it is causing a problem, the user can cancel Ringing Line Preference themselves.
To Cancel Ringing Line Preference:
Do not pick up handset
Press Feature
Press Answer Answer

Question: The Redial Button Doesn't Call the Last Number - Nothing Happens
The Redial Button Doesn't Call the Last Number - Nothing Happens

Solution: You need to press Redial + the Star (*) Key!

Question: I am trying to initiate a CONFERENCE CALL and it isn't going through
I am trying to initiate a CONFERENCE CALL and it isn't going through

Solution: User may not be following procedure correctly
To Place a Conference Call:
With first call in progress, press CONF
Make second call (either internal or external)
When second person answers, press CONF again and all parties are connected.
To add another party, press CONF
Make third call
When person answers, press CONF again.
Hints:
Only 2 outside lines can be involved with a Conference Call
When adding internal extensions, the MUST PICK UP THEIR HANDSETS until all party's of the
conference call have been added. Once all members are conferenced together, users may then
press speaker and hang up to activate their speaker phones.

Question: I don't know what the CAP Button on my phone is.
I don't know what the CAP Button on my phone is.

Solution: Understand that CAP stands for Call Appearance. In some situations, The CAP key is necessary for a call to be transferred from one phone to another. When a line does not actually appear on a particular phone, the only way that the phone to receive a call on the line is if they have a CAP Key.
For example: If we had an Elite system in our office and Chris Curtis wanted to transfer a call to me that came in on the Albany Line. I do not have Albany Lines on my phone; therefore, I would need a CAP key. When the call came through, the CAP button would light up so that I would have a visual indication that a call is in progress. When I put the call on hold, the light would flash.

Question: We ordered Caller ID through our company, but the caller ID information is not being displayed on ou
We ordered Caller ID through our company, but the caller ID information is not being displayed on our telephones.

Solution: The customer's system may not have caller ID compatible cards installed. Look in the customer folder to see what type of line cards they have installed.
Caller ID Cards:
COID (4) - U10
COID (8) - U10
For Caller ID Scrolling and Call Return, a MIFM-U10 ETU and a KMM must be installed!

Question: Caller ID information is only displayed on certain phones when a call comes into the office.
Caller ID information is only displayed on certain phones when a call comes into the office.

Solution: Caller ID can only be displayed on up to 16 phones for initial ringing on older versions of software. Therefore if all phones ring, the customer will have to pick the most important phones to receive caller ID. If the customer wishes to have other phones display caller ID information, they will need a tech to come reprogram on a MAC Call or Consider a software upgrade

Note - Caller ID information will follow a transferred call.

Question: My telephone displays Caller ID information, but I cannot scroll through the numbers - even though i
My telephone displays Caller ID information, but I cannot scroll through the numbers - even though it says that I can in the User Guide

Solution: In order to scroll through the last 10 numbers in Caller ID, a MIFM-U10 ETU with a KMM-U must be installed in the system. Check file to see if these cards have been installed.

Question: My phone just rings and rings and never goes into my voicemail box
My phone just rings and rings and never goes into my voicemail box

Solution: The phone is probably not call forwarded to voicemail.

To Set Call Forward - Busy/No Answer to voicemail:
Press Speaker
Dial 43
Dial Voicemail Pilot (usually 190)
Press Speaker

Question: Calls to my phone go right to Voicemail and my phone doesn't ring
Calls to my phone go right to Voicemail and my phone doesn't ring

Solution:

Phone may be in do not disturb or set for all call forwarding.

From A Multiline Phone
Do not pick up handset
Press Feature
Dial 69
Press Feature

From a Single Line Phone
Pick Up Handset
Dial 42
Hang Up

If above procedure does not work, instruct user to do the following from Multiline Phone:
Do not pick up handset Press Feature 99 Feature

NOTE - This will cancel all forwarding set on phone. Customer must then reset call forwarding busy no answer to voicemail (Speaker 43, vm pilot, Speaker)

Question: My message waiting light is flashing green
My message waiting light is flashing green

Solution: An attendant message has been set and needs to be cancelled. 99% of the time, this is done accidentally.
Instruct customer to go to attendant console. Press the first button of the bottom row of buttons which may or may not be labeled "MSG"
Press the button for the extension that is flashing green

Question: Voicemail isn't working (IPK)

Voicemail isn't working

Solution: Get more information! Customers oftentimes do not know what to look for especially if they are new to voicemail. Ask as many questions as you can. Here are some guidelines:
Is the voicemail not answering incoming calls (automated attendant not working)?
Is the voicemail system not picking up?
On one phone or all phones?
One phone - see call forwarding
All phones - Likely Down Voicemail System

Question: I dial the Voicemail Pilot Number and just get ringing. Voicemail does not answer
I dial the Voicemail Pilot Number and just get ringing. Voicemail does not answer

Solution: Voicemail System may be down! Try calling backdoor number to voicemail if customer has one to see if voicemail answers. Also ask customer to dial the next number in order from the pilot number (if pilot is 190, have them dial 191). If voicemail doesn't respond, place emergency service call.