Common troubleshooting questions about BT Cloud Voice

I can make outgoing calls but can’t receive any incoming calls?
Check that you don’t have any features activated such as ‘Do Not Disturb’ or ‘Call Forwarding’. Also, if you don’t use the BT Toolbar, check that you have not accidentally activated a ‘CommPilot Express’ profile through the voice portal as this will also prevent incoming calls.


How can I get my fax machine working?
You need to connect your fax machine to a Cisco SPA 112 adaptor. If you don’t have one, please contact the helpdesk.


Why can’t I log into the BT Cloud Voice app? 
Check you aren’t using your portal log in details instead of the app login details. They were sent by email when you were set up. Alternatively log into the BT Cloud Voice portal to reset it.


What is CommPilot Express?
When you access the Voice Portal the BT Toolbar is referred to as ‘CommPilot Express’.


What happens if I activate a CommPilot Express profile and don’t use the BT Toolbar?
If this is the case, you might not be able to receive any incoming calls. If you have activated a CommPilot Express profile in error then simply access the Voice Select Option 2 – to access the toolbar profile and then Option 5 – this will remove the CommPilot Express profile.


I’ve activated Do Not Disturb from my Phone, why don’t my calls go to Voicemail?
The majority of IP devices have a ‘DND’ key. This ‘DND’ key however this only affects the handset where the key is activated – you must activate the Do Not Disturb feature through the portal.


Why do I still receive calls when Do Not Disturb is activated?
If automatic callback is activated by a caller then that feature will override any ‘Do Not Disturb’ settings and the caller will not be diverted to voicemail.


Why do I have to use both first name and last name when programming some features?
You do have to fill out both First name and Last name fields however, you could use a full stop in the surname field if you only want one name to appear.


Why does my calls dashboard show BT Mobile Calls as Telefonica?
BT Mobile numbers will show as calls to/from Telefonica UK Mobile. This will change in a future software release.


Does Cloud Voice support MP3 files for Music on Hold and announcements?
Sorry, at present only WAV files are supported.


What does “Failed to retrieve configuration Authentication needed” when I enter my password?
This means you have entered the wrong password. Please try again.


Why can’t I make three way calls using the BT Cloud Voice Communicator?
You can, but this must be done using the My Room Audio Bridge.


Why doesn’t my Call Forwarding work?
Check that you haven’t got Call Waiting activated as this will stop Call Forwarding from working.