Avaya one-x Mobile End User Frequently Asked Questions

Transcription

1 Avaya one-x Mobile End User Frequently Asked Questions Avaya one-x Mobile End User Frequently Asked Questions December

2 2007 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. For full support information, please see the complete document, Avaya Support Notices for Software Documentation, document number To locate this document on our Web site, simply go to and search for the document number in the search box. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Cisco is a registered trademark of Cisco Systems, Inc. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: Avaya one-x Mobile End User Frequently Asked Questions December

3 End User FAQs 1. I got a new cell phone. How do I re-point my one-x Mobile account to the new phone? On your one-x Mobile web application, go to the Manage Mobile page, click the Update Mobile Info button, and follow the step-by-step instructions for entering the information for your new phone, making sure that your SMS address is entered correctly at the end of the process. You will receive a text message indicating where to point your mobile s web browser to download and install the one-x Mobile client application. 2. I accidentally erased my SMS address from my one-x Mobile Manage Mobile page and I don t remember exactly what it is. How can I get it back? One way to get hold of your mobile SMS address is to click the Update Mobile Info button on the Manage Mobile page and go through the step-by-step process of reentering your mobile information. The SMS address will fill in automatically. Another way is to send a text message from your mobile device to your own address (Outlook, Hotmail, Yahoo!, etc.) and when it arrives, make note of your mobile s SMS address as it is displayed there. 3. My cell phone was lost or stolen. I don t want anyone who gets hold of it to get into my one-x Mobile application. What do I do? Go the user web site manage mobile page and click the Unregister Mobile button. This will disable your login credentials so that no one can enter your one-x mobile application on your lost mobile phone. 4. When I set my one-x Mobile to ring my office and mobile phones, my voic s that should go to my office are winding up in my mobile phone s voic . How do I stop this? Your corporate switch is likely configured to roll inbound calls to coverage less quickly than your mobile carrier will roll a call to voic . Ask your switch administrator to shorten the number of times your desk phone will ring before it rolls to coverage. Usually one less ring (say from 6 rings to 5) will suffice. 5. I entered my login credentials incorrectly several times and now I m locked out of the application. Your system administrator will have configured your system with a predetermined lockout period, usually 15 minutes or less. It will eventually unlock itself. Just wait a few minutes and try again. If you cannot wait that long, contact the system administrator to unlock your account manually. 6. I forgot my login PIN and cannot login. How do I reset it? Contact your system administrator to reset your pin. You will have to reset it the first time you log in. Avaya one-x Mobile End User Frequently Asked Questions December

4 7. When I do a three party call back, I answer the first leg of the call back and the call back fails. What s wrong? The cellular voic detection with timer option on your corporate switch is probably set too high. The system administrator can set this to a lower value, but the easiest way to cope with this situation is simply to answer the first leg of the call back on the second or third ring. 8. Sometimes the phone numbers in the one-x Mobile web application are highlighted in yellow. What is causing that? Some third-party softphone applications will highlight anything that resembles a phone number in web browser pages that also happen to be open on the desktop. This enables the user to click the highlighted item so that the softphone can dial the number. Although calls made in this way bypass the one-x Mobile Call Back feature, they are still recorded in the Call Log, provided that the softphone and one-x Mobile applications are referencing the same desk phone. The highlighting will clear once the softphone is turned off and the one-x Mobile page is refreshed. 9. I never receive notifications on my cell phone of newly arrived voic s on my office phone. Make sure you have Notification set to ON on your mobile device. To turn it on, in the one-x Mobile client application, go to Menu > Setup > Preferences > VM Notification and select ON. Remember to save the setting when you exit the page. 10. I just installed the client application fresh on my Palm Treo 650/655/700P/755. I logged an and device crashed. What s wrong? The URL or IP on the initial login page might be invalid or incorrect. This causes the Palm OS to crash intermittently and it reboots. This is the default behavior when the Palm cannot create a connection. In some cases, it will fail to reboot but still display a "Logging in. Please wait" message and then eventually open the one-x Mobile application. In such instances, the user will find that one-x Mobile operations (call back, change send calls destination, etc.) fail to work. If this happens, reboot the device manually and launch the application again. 11. When I use the one-x Mobile WAP interface on my Nokia 6110 mobile phone, the links on the Send Calls page are all listed straight across the screen making it awkward to read and navigate. How can I fix this. The single-line link presentation is a manufacturer built-in design limitation of this particular device and cannot be changed. Avaya one-x Mobile End User Frequently Asked Questions December

5 12. When I try to login to the one-x Mobile application on my BlackBerry, I just get a server unreachable error. Your server credentials and/or your Access Point Name (APN) on your mobile device may be incorrect. Verify that the URL or IP for your presentation server is correct. Then, verify that the APN is correct for your mobile device. Refer to the document Avaya one-x Mobile User s Guide for RIM BlackBerrry for detailed instructions on how to do this. 13. How do I enter a percent sign as part of my password on my Palm Treo? Refer to the Treo User Guide for detailed instructions for your specific device. Generally, however, a percent sign can be entered on the Palm Treo in the one-x Mobile application by following this procedure:. 1. In the password field, press the zero key. 2. Then press the Alt key. 3. A drop down will open with 3 or 4 selectable items. The items in the list may be asterisked out. 4. The second item down in the list should be the % symbol. Cursor down to select it. 14. My Palm Treo s screen sometimes freezes up when I launch a threeparty call back from the web application and the client application is running on my Treo. Can I do anything to fix this? This is a known issue affecting the Palm Treo 650, 700P, and 755P (and perhaps other models). After answering the first leg of the call back, the one-x client application will exit and display a message that the one-x application data is being saved. After a while the screen may freeze until the call completes and reaches the destination. The screen will un-freeze when you hang up the call. 15. Why can t I get Auto By Location to do anything? Auto By Location is available only on GPS capable devices associated with GPS capable mobile carrier networks, namely Nextel Avaya one-x Mobile End User Frequently Asked Questions December