The user might not have specified the work phone number as the active phone number on the BlackBerry® device.

On the BlackBerry device, verify that the work phone number is specified as the active phone number. In the phone application, click the phone number at the top of the screen. Click the work phone number to set it as the active phone number.

The BlackBerry MVS Client might not be installed on the BlackBerry device or registered with the BlackBerry® Mobile Voice System.

On the BlackBerry device, try performing the following actions:

• Verify that the BlackBerry MVS Client is installed. To view applications on the BlackBerry device, click Options > Advanced Options > Applications. Look for the BlackBerry MVS Client.
• Verify that the BlackBerry MVS Client is registered with the BlackBerry MVS. If the menu item does not appear on the BlackBerry device, or if the registration fails, see additional troubleshooting topics. If the registration process does not complete, wait for a short period of time and then try again.

The BlackBerry device might be outside of a wireless coverage area.

On the BlackBerry device, verify that the BlackBerry device is in a wireless coverage area where the user can send and receive data messages and use the phone to make and receive calls. If the BlackBerry device does not have sufficient coverage to send and receive data messages, the BlackBerry device makes the call using DTMF tones.

The user might be hiding the phone number when making calls on the BlackBerry device.

On the BlackBerry device, verify that the phone number is not hidden when making calls. In the phone application, press the Menu key. Click Options. Click General Options. Verify that the setting in the Restrict My Identity field is Never.

The BlackBerry device might not be active.

Try performing the following actions:

• Verify that the phone is active. In the BlackBerry MVS web UI, on the User menu, click Phones. Beside the BlackBerry device, verify that the Phone On option is selected.
• Verify that the email address for the BlackBerry device is correct for the user's BlackBerry® Enterprise Server user account. In the BlackBerry MVS web UI, on the User menu, click User Profiles. Click the user account. In the Email Address field, verify the email address.
• Verify that the PIN for the BlackBerry device is correct for the user's BlackBerry Enterprise Server user account. In the BlackBerry MVS web UI, on the User menu, click Phones. Click the BlackBerry device. On the MVS tab, in the Device PIN field, verify the PIN.

The phone number that the user called might be on the exclusion list.

In the BlackBerry MVS web UI, on the Phones screen, verify that the phone number that the user called is not specified in the Exclusion List field for the BlackBerry device.

The user's BlackBerry Enterprise Server user account might not be active.

On the BlackBerry Enterprise Server, verify that the user account is active.

The BlackBerry MVS services might not be running.

On the BlackBerry MVS Server where the user account is located, in the Windows® Services, verify that the BlackBerry MVS services are running. If your organization has multiple BlackBerry MVS Server instances, verify that the BlackBerry MVS Connection Service service is only running on the BlackBerry MVS Server that connects to the BlackBerry Enterprise Server.

You might have restarted the BlackBerry MVS database.

If you restarted the BlackBerry MVS database, in the Windows Services, restart the BlackBerry MVS services.

A problem might exist with your organization's configuration of the PBX and media gateway.

Try performing the following actions:

• On the PBX, verify that the PBX can route incoming calls to the media gateway. Verify that the PBX can route outgoing calls from the media gateway to the PBX extensions of the BlackBerry MVS users. Verify that the tie trunk group has appropriate permissions to make outgoing calls to external phone numbers over the PSTN.
• On the media gateway, verify that the media gateway can route incoming calls from the PBX to the BlackBerry MVS Server and can route outgoing calls from the BlackBerry MVS to the PBX.