Troubleshooting guide

System Features
97
Call History Calls not being logged. The following calls are not
logged by the Call History
feature:
• incoming ACD Calls and
Personal calls from ACD
agents
• calls to non-prime
broadcast groups
• calls to a device that is
forwarded/rerouted to
“Always”.
None. Not supported.
Unable to place calls to
external numbers that are
stored in your Call History
list.
Outgoing prefix is required
to dial the external number
from Call History.
If you have programmed a specific
Call History feature button on the
person's phone, you can add the
prefix digits using the option
“Outgoing External Call Prefix For
Applications” in the System
Options Assignment form.
Note: This solution does not work
if Call History is accessed via the
Superkey/Blue button on the
phone.
Also see Table 16, “Specific
Model Troubleshooting,” on
page 59, and if the problem is
seen on 5235 IP Phones.after
failover, see Table 56,
“Troubleshooting Sharing
Operations,” on page 162.
Call Pickup -
Directed
Users cannot pick up calls
from a set.
Class of Service option
“Call Pickup - Directed:
Accept” is not set to “Yes”.
Set “Call Pickup - Directed:
Accept” to “Yes” in the Class of
Service of the ringing set.
User unable to pick up calls
from Attendant Console.
Class of Service option
“Allow Directed Call Pickup
of Attendant Call“ not
enabled.
Enable “Allow Directed Call
Pickup of Attendant Call” in the
Class of Service Options form of
the user’s set.
Table 27: Troubleshooting Features
Feature Symptom Probable Cause Corrective Action
Page 2 of 4