Frequently Asked Ericsson Phone Questions 

Answers to Frequently Asked Questions 

Solutions: No Dial Tone

Disconnect and re-connect the phone line, from either the phone or the wall jack.

If the wall jack is accessible, make sure the line cord is securely plugged into the wall jack.

Frequently Asked Questions Make sure the line cord is plugged into the correct wall jack not the data jack.  Data jacks usually are orange in color, and may be marked "Data."

Solution: When I Dial A Number It Says Says "Blocked"

The station you are calling is blocked and cannot receive calls at this time.  This means that; the phone has been unplugged, the connection has been broken at some point, or the system needs to be reset.  From the Web Page please enter a Help Desk Call. 

Solution: When I Dial A Number It Says "Traffic Congestion"

You are attempting to place an external call, but all external trunk lines are busy and you cannot queue for the next available line.  At times BSU does experience a lack of trunk lines, particularly during high peak phone hours or during certain events, for example registration or ticket sales.

Solutions: Cannot Hear Callers

If you have a speakerphone, check for a dial tone using the button "speakerphone" only.  If you have dial tone when the speakerphone is active, this may indicate a problem with your handset.

Disconnect and reconnect the phone line.

Make sure the volume on your phone is turned up to maximum.

Solutions: Phone Does Not Ring

Please check your Ring Options, which are standard for all models of Ericsson phones at BSU.   

Make sure the ringer switch is on its highest setting.  This is usually located on the side of the phone.

Be sure that the program button is not lit.

Have you forwarded your phone to another phone number, or to voice mail?  If you have, press #2#, this is the command to cancel all follow-me and diverts.

Solutions: Callers Have Trouble Hearing Me

Make sure your mute button is turned off.

Make sure your handset cord is plugged in at both the handset and the phone.

Make sure line cord is plugged into the correct phone jack, not data jack.

Solutions: Incoming Call Consistently Beeps (modem handshake scream)

This could be a fax call or a modem call. The best solution is to transfer the call to your fax machine and attempt to get a printout of the data being sent to your phone.  You then can contact the sending party.

Solutions: Cannot Receive Calls on the 2nd line

Be sure your "accept 2nd call" button is turned on.  The light will be lit when this is activated.

Be sure to press the "accept 2nd call" button on and off a couple times, this releases the feature.

Solutions: Diverting an Incoming Call To Another Extension On-Campus

This feature reroutes your incoming calls to an alternate number.  There are 2 types of diverts that most users will use: Divert All Calls and Follow-Me.  

Divert All Calls: dial * 2 # listen for divert tone or press the "Call Divert" key (lamp on).  To cancel, dial # 2 # listen for Dial Tone or press the "Call Divert" key again (lamp off).

Follow-Me allows you to select a temporary answering-point for your calls.  Follow-Me can be activated only from your telephone.  After Follow-Me is activated, however, the answering-point can be changed from your telephone, the current answering-point or the new answering-point.  The Follow-Me feature overrides all other Call Diversion features.

To activate, dial * 2 *, the answering-point extension number, #. Do this without the commas or periods in these commands.  If you have a Call Divert key the lamp will be on.  To change the answering-point, dial * 2 *, your extension number, * , the new answering-point, #.

To cancel from your telephone, dial # 2 #.  To cancel from the Answering-Point dial, # 2 *, your extension number, #  the lamp will go off.

Solutions: Transferring a Call

1. With a call on the line, Press an unlit Access button (this places the first call on exclusive hold)
2. Dial the phone number to be transferred to.
3. Wait for first ring and/or announce the call.
4. Press "Transfer" Key.

Note: If second party is busy, return to first party by pressing the access button holding the first call.

Solutions: Programming Buttons for Speed Dialing

This feature allows one-touch access to a programmed telephone number, on or off-campus.  

Solutions: Replying To Voice Mail Calls

After you hear each of the messages in your mailbox, InfoMail will ask you to select one or more responses from the Response Option Menu, Press 1 to reply directly to a message from another InfoMail user.  You record your reply, select Delivery Options, and send your reply directly to the sender's mailbox. InfoMail addresses it for you.  InfoMail also allows you to send your reply to other subscribers.

Solutions: Calls Are Not Going To My Voice Mail

Check your call diversion programming.  Pick up your handset (Access 1 should be lit), dial * 2 #, then hang up.  Call your number from another phone to test.  If no one answers within 4 rings, the call will go to voice mail. Leave yourself a test voice mail.  Return to your own phone, wait a few moments and see if your "Message Waiting" light is lit.

Check to see if anyone else is having problems, or call the voice mail system by dialing 426-4999, to verify that it is functional.  If this does not resolve the problem, enter a Help Desk call from the Web Page .

Solutions: Message Waiting Light Is Not Lit

You may not have any voice mail messages. Try leaving yourself a voice message longer than 3 seconds.  Wait a few moments and see if your "Message Waiting" light comes on.  You may not have Voice Mail service on your extension, enter a Help Desk call from the Web Page and request voice mail service.

Solutions: Message Waiting Light Never Stops Blinking

At times the voice messaging system becomes confused.  Simply leave yourself a voice message longer than 3 seconds.  Wait a few moments and then retrieve the voice message.  This should then clear your voice mailbox.

Solutions: Storing Voice Mail Message

Depending on the "Class of Service" your voice mailbox has, you may at times run out of storage space.  InfoMail will inform callers that there is no more room for messages.  If this is a reoccurring problem enter a Help Desk call from the Web Page and request more storage capacity. A large fee is charged for more storage space.  

Solutions: "Fast Forwarding" through Voice Messages

Solutions: How Do I Get My Voicemail to Forward to a Real Person

This option is known as an "Attendant". Follow the below steps to setup this option on the phone where your callers will hear the message.  Callers will press "3" to be transferred from the first phone to the Attendants's phone.

1. Call Voicemail at x4999
2. Enter the password and when prompted enter the phone extension.  
3. Select 4 (Greetings), select 3 (Select Attendant)
4. The system will ask you to enter the number for the new Attendant.
5. Dial the New Attendant's Telephone Number then enter #

Solutions: My Voice Mail Password Does Not Work 

Make sure that you did not "finger fault" your password.  If the problem persists, enter a Help Desk call from the Web Page .

Solutions: Setting Up Shared Mailboxes aka "Extended Mailbox"

The original message will need to be modified to let callers know whom the second mailbox is for.  To do that you will need to dial the voice mail access number 4999.  Then dial the original password.  After you have listened to the new messages or if you have none the system will ask you to press 0 for more options.  Next press 4, then 2.  Now you should be able to record a new message indicating who is sharing this extension and to reach the first mailbox press 1 # "pound".  To reach the new mailbox press 2 #.

Finally you will need to record a greeting for the new mailbox or at least a name.  To do this, dial 4999 then 2 #, and 2 # again.  From there the system will prompt you to record a greeting and you are done.  Don't forget your passwords.  

The password for a new extension mailbox will be 2 for the first extension, 3 for the second extension, 4 for the third extension, etc. etc. up to 98 extensions if you were so inclined.  So if you only have one extra mailbox the password will be 2 until it is changed.

Solutions: Accessing Voice Mail from Off-Campus

You can access your voice mailbox from any locations by dialing 426-4999. It will first ask you to enter your password then it will ask for your extension, use just your last 4 digits.

Solutions: Leaving an Alternate Voice Message "I'm Sick Today..." 

You can leave an alternate greeting on your voice mail, "out sick today", "on vacation and will return..".  After dialing InfoMail, extension 4999:

1. Press 4 for "Greetings"
2. Press 2 for 2nd level of "Greetings"
3. Press 2 for "Alternate Greeting"
4. Press 5 to begin recording.
5. Record your alternate message
6. Press # to end recording
7. Press # to accept or * to cancel and begin again

Solutions: Authorization Codes

An Authorization Code is a number that enables you to access your dialing privileges, i.e. long-distance, off-campus.  If an Authorization Code is required for an external call, any attempt to place the call without using an Authorization Code is rejected by the system.

To Enter:

1. Dial * 6 *, your Authorization Code, #.  Do not use the commas or periods in the above command.
2. Listen for Dial tone and dial the external phone number.

Solutions: I Don't Want to Listen to the Entire Voice Mail Greeting

If you don't wish to listen to an entire voice message greeting, simply press 5 and begin recording your message. 

Solutions: Time-Out

You have taken no action so your telephone has timed-out.  Or You have exceeded the time limit allowed for waiting in a queue.  Meaning the queue is full and you can't even get a space to wait for an out-going trunk line.  Be patient and try the call again.  At times BSU does experience a lack of trunk lines, particularly during high peak phone hours or during certain events, for example registration or ticket sales.

Solutions: How do I Make a Conference Calls

This feature allows you to initiate a conference call with up to eight parties.  A conference can be established between stations, trunks and/or attendants.  Conference Tone is heard whenever any member enters or leaves the conference.

To Activate:

Note: these instructions are only functional for display model Ericsson phones, 213,631 and 661.