PURPOSE Troubleshoot calls that go straight to voicemail when you dial the phone number of the extension. PROCESS Disable Do Not Disturb Using another phone, make a test call, dialing the direct number of the effected extension. If the call goes straight to voicemail, check the effected phone to ensure that the “Do Not Disturb” (DND) button is disabled. Press “Home” and identify the “DND” icon. If the minus sign is red, then it is enabled. Using the arrow keys, highlight “DND” and press the center button to disable it. When it is disabled, the minus sign will be black. Using another phone, make another test call. If the call is unsuccessful, proceed to the next step. Disabling Call Forwarding Check the phone for any forwarding rules. Press “Home” and use the arrow keys to select “Forward”. Ensure that the three settings are all set to “Disabled”. Always (Disabled) No Answer (Disabled) Busy (Disabled) If any of the above options are set to “Enabled”, select it, and a screen will open showing the number your calls have been set to forward to. In the bottom right corner, select “Disable”. Using another phone, make another test call. If the call is unsuccessful, proceed to the next step. Using the effected phone, dial *79. You should hear the phone announce, “Do not disturb is disabled.” Using another phone, make a final test call to ensure that the problem has been solved. If the problem persists, contact Mister IT for further troubleshooting.

PURPOSE Training video on how to monitor, answer and utilize the Evolve Contact Service (ECS). NOTE: This is currently only used in Customer Care and IT Support. VIDEO