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Troubleshooting work calls

I can't make a call using my work number

Try performing the following actions:
  • Verify that your smartphone is registered to use the BlackBerry MVS Client. On the Home screen or in a folder, click the Options icon. Click Advanced Options. Click BlackBerry MVS Status. Click BlackBerry MVS Client. If your smartphone is registered, in the Registration section, a green check mark appears beside both Sent Registration and Received Registration. For more information, contact your administrator.
  • If you are trying to make a call using a Wi-Fi network, verify that your BlackBerry smartphone is connected to a Wi-Fi network that you can use with the BlackBerry MVS Client and that your smartphone can access BlackBerry services over the Wi-Fi network.
  • If you have a mobile number that is provided by your wireless service provider, you might be prompted to make the call using the mobile number. If you do not receive a prompt, you can try making a call using the mobile number on your smartphone by switching the active number.
  • If you try to make a call by clicking a phone number that appears in a message, calendar entry, task, or memo, the phone number might not appear as a link if the phone number is fewer than seven digits. Place the cursor in the phone number. Press the Menu key. Click Call <phone number>.

I can't move a call to my desk phone

Verify that the phone number that your BlackBerry smartphone is trying to move a call to is correct.

  1. From the Home screen, press the Send key.
  2. Press the Menu key.
  3. Click Options.
  4. Click Call Move.
    • If a phone number is incorrect, type a new phone number. Press the Menu key. Click Save.
    • If you can't change the phone number, contact your administrator.

My smartphone does not automatically move calls from one network to another

If your BlackBerry smartphone does not automatically move a call from a Wi-Fi network to the mobile network, or from the mobile network to a Wi-Fi network, you can manually move the call.

  1. During a call, press the Menu key.
  2. Click Move Call.
  3. Click Work (Wi-Fi) or Work (Mobile).

My call disconnected

If you are using a Wi-Fi network for your call and you leave the Wi-Fi coverage area, your call might disconnect. Try the following actions:

  • Make the call using the mobile network instead of a Wi-Fi network.
  • Move back into the Wi-Fi coverage area, and try making your call again.

I am receiving unwanted calls

If contacts in your blocked caller list can reach you, your caller restriction settings might allow blocked callers to reach you, or your administrator might be preventing you from using your blocked caller list. For more information, contact your administrator.

I can't make or receive calls using my mobile number

Depending on the options that your administrator sets, you might be able to make or receive calls using only your work number that is associated with your BlackBerry smartphone. However, you can make and receive emergency calls using your mobile number. For more information, contact your administrator.

I can't set the preferred phone number or network that I use for work calls

Depending on the options that your administrator sets, you might not be able to set the preferred phone number or network for work calls. You also might not be able to change your settings for call forwarding for your mobile number. For more information, contact your administrator.
Next topic: Troubleshooting

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