Users do not receive BlackBerry MVS calls on their BlackBerry devices

Possible cause

Possible solution

The BlackBerry MVS Client is not installed.

On the BlackBerry device running BlackBerry Device Software 5.0 or earlier, try performing the following actions:

  1. On the Home screen or in a folder, click the Options icon.
  2. Click Applications.
  3. Select Add-on.
  4. Verify that the BlackBerry MVS Client appears in the list.

On the BlackBerry device running BlackBerry 6.0 or later, try performing the following actions:

  1. On the Home screen or in a folder, click the Options icon.
  2. Click Device.
  3. Click Application Management.
  4. Verify that the BlackBerry MVS Client appears in the list.

If the BlackBerry MVS Client is not installed, for information about making applications available to users, see the BlackBerry Enterprise Server Administration Guide and the BlackBerry Mobile Voice System Administration Guide.

The user is outside a wireless coverage area.

On the BlackBerry device, verify that the BlackBerry device is in a wireless coverage area.

The BlackBerry MVS services are not running.

On the BlackBerry MVS Server that the user account is associated with, in the Windows Services, verify that the MVS Console service, MVS Session Manager service, MVS BlackBerry Enterprise Server Connector service, MVS Data Manager service, and MVS Witness Server service are running. If necessary, start them. Users will not be able to use the BlackBerry MVS while the services are starting.

In BlackBerry Enterprise Server 5.0, the user account is not active.

  1. In the BlackBerry Administration Service, on the BlackBerry solution management menu, expand Administrator user.
  2. Click Manage users.
  3. Search for a user account.
  4. In the BlackBerry Enterprise Server status list, verify that the Disable as BlackBerry user option is cleared.

The mobile number that is associated with the BlackBerry device is not correct.

In the MVS Console, in the left pane, click Users. Click Manage. Click the user account and verify that the mobile phone number that is associated with the BlackBerry device is correct.

The call occurred outside the call schedule of the BlackBerry device.

In the MVS Console, verify that the schedule for the BlackBerry device is turned off, or that the call occurred within the call scheduling start time and end time.

  1. In the MVS Console, in the left pane, click Users.
  2. Click Manage.
  3. Click Search.
  4. Click the user account that you want to check the schedule for.
  5. Click the Settings tab.
  6. In the Call Scheduling section, in the Allow Calls drop-down list, click Always.
  7. Click Save.

The caller is in the blocked caller list in the MVS Console.

  1. In the MVS Console, in the left pane, click Users.
  2. Click Manage.
  3. Click Search.
  4. Click the user account that you want to check the blocked caller list for.
  5. On the Settings tab, in the Blocked Callers section, verify that the caller is not in the blocked caller list.

The caller is in the blocked caller list on the BlackBerry device.

  1. In the BlackBerry MVS Client, press the Menu key.
  2. Click Options.
  3. Click Caller Restrictions.
  4. In the Caller Restriction list, click All Callers Allowed.
  5. Press the Menu key.
  6. Click Save.

The calls go to voice mail without ringing the BlackBerry device.

  • Your organization's PBX administrator might have to increase the value for the Call Forward No Answer time in the PBX.
  • In the MVS Console, expand Telephony Connectors and click Manage. Click the Telephony Connector and verify that the value in the Caller Identification Number field is correct.

Calls go to a desk phone without ringing the BlackBerry device.

In the MVS Console, verify that the mobile number is configured correctly.

The calls are not identified as BlackBerry MVS calls.

  1. In the MVS Console, expand Telephony Connectors.
  2. Click Manage.
  3. Click your organization's telephony connector.
  4. Verify that the value in the Caller Identification Number field is correct.
  5. Verify that the values in the Optional ANI numbers available for identifying BlackBerry MVS calls list are correct.

The caller restrictions are not set to All Callers Allowed.

  1. In the MVS Console, in the left pane, click Users.
  2. Click Manage.
  3. Click Search.
  4. Click the user account that you want to check the caller restrictions for.
  5. On the Settings tab, verify that the Caller Restriction drop-down list is set to All Callers Allowed.
  6. Verify that the Allow calls from unknown numbers check box is selected.

A user is roaming internationally and changes the SIM card to a local mobile number.

In the MVS Console, make sure the "User may change the mobile phone number" Class of Service setting is selected. Manually change the mobile number on the device to reflect what the PBX must dial to contact the user. For example, if the user is using a United Kingdom SIM card, the mobile number on the user's device should be changed to include the IDD (011), the home country code (44), and the user's area code and local phone number. For more information on changing the mobile phone number on the device, visit www.blackberry.com/support to read article KB17940.


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