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A user does not receive calls to the work number on the BlackBerry device

Possible cause

Possible solution

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.

The caller might be on the user's blocked caller list.

In the BlackBerry MVS web UI or on the BlackBerry device, verify that the caller is not on the blocked caller list.

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 is associated with the BlackBerry device might not be correct.

In the BlackBerry MVS web UI, on the Phones screen, verify that the phone number that is associated with the BlackBerry device is correct.

The call might be received outside of the schedule for the BlackBerry device.

In the BlackBerry MVS web UI, on the Phones screen, verify that the schedule for the BlackBerry device is turned off.

The do not disturb feature might be turned on.

Try performing the following actions:

  • In the BlackBerry MVS web UI, on the Do Not Disturb tab for the user account, verify that the do not disturb feature is turned off.
  • On the BlackBerry device, verify that the user's notification profile setting for the work phone number has the do not disturb feature turned off.

The user might have call forwarding turned on for the phone number provided by the wireless service provider.

On the BlackBerry device, verify that call forwarding is turned off. If call forwarding is turned on, to turn it off you must temporarily turn off the BlackBerry MVS Client. In the phone application, press the Menu key. Click Options. Click BlackBerry MVS Client. Click General Settings. In the the Enable MVS Client drop-down list, click No.

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.

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